الدعم الفنّي Support

How to Reach Us

We are happy to help through one of the following channels:

• Email: public@kayan.org.sa — we reply within two business days.
• Website: kayan.org.sa
• In-app: open "My Account" → "Support" to file a ticket that keeps your conversation history with the team.

Frequently Asked Questions

How do I book a consultation?

From the main screen tap "Consultations", pick the session type, choose the specialist, select a suitable time, and complete the payment (if the session is paid).

Are consultations free?

Most consultations are free because they are funded by Kayan Charity Association. Some specialized sessions or treatment plans may carry a nominal fee.

I forgot my password

On the sign-in screen tap "Forgot password" and enter your registered phone number. A verification code will be sent to reset it.

How do I request a refund?

Open the session details and tap "Request refund". Sessions canceled more than 12 hours before their time are automatically refunded in full. Other cases are reviewed within 3 business days.

I'm not receiving notifications

Make sure notifications are enabled for Elaf in your phone settings, and that you have allowed the app background network access. If the problem persists, contact us.

Can I delete my account?

Yes — see the Delete Account page.

Reporting a Problem

If you hit a technical error or a session malfunction, send us a screenshot if possible along with the steps that led to the issue. That speeds up diagnosis.

Mental-Health Emergencies

If you are in an emergency or feel your life is at risk, call 997 immediately or go to the nearest emergency center. Elaf is not a substitute for emergency medical intervention.