Refund policy

Overview

This policy covers booking credits bought through PassQue and processed by PayHere. It doesn't cover fees charged directly by a dispensary or hospital, which are between you and them.

Booking credits are generally non-refundable

A booking credit is deducted the moment a booking is confirmed and a queue token is issued, so the credit has been used to hold your place in that session. Because of this, credits already spent on a confirmed booking aren't refunded if you simply change your mind or don't attend.

Credits that haven't been spent yet stay on your account - they don't expire, so there's no need to request a refund just to avoid losing them.

When a refund does apply

We'll review a refund if:

• You were charged by PayHere but the matching credits never reached your PassQue balance.
• You were charged more than once for the same purchase.
• A session you booked was cancelled by the dispensary or hospital itself, rather than by you.

How to request one

Email support@passque.lk with your registered mobile number, the approximate date and amount of the payment, and - if you have it - the PayHere transaction reference from your payment confirmation. We'll confirm what happened against your account and PayHere's records before deciding.

Processing time

Approved refunds are returned to the original payment method through PayHere. Once approved, PayHere and your bank or card issuer typically take a number of business days to complete it; the exact timing is set by them, not PassQue.

Payment security

All payments are processed by PayHere. PassQue never sees or stores your card details, so refunds are always issued back through PayHere to the original payment method - never in cash or to a different account.

Contact us

For anything not covered here, reach us at support@passque.lk.