Refund & Cancellation Policy
Effective date: {{EFFECTIVE_DATE}}
This Refund & Cancellation Policy explains when and how {{CLINIC_NAME}} (“we”, “us”, “our”) provides refunds or credits for appointments and related services booked via {{WEBSITE_URL}}, by phone/WhatsApp, or in-clinic.
If anything is unclear, please contact {{CLINIC_EMAIL}} or {{CLINIC_PHONE}}.
1) Scope
This Policy covers:
Consultations: in-clinic and telemedicine appointments with our registered medical practitioners (RMPs).
Procedures / Packages: minor procedures or multi-visit care plans offered by us.
Diagnostics / Labs / Imaging: when booked through us with partner providers. (If you book directly with a third party, their policy applies.)
2) Free cancellation window (consultations)
Cancel up to {{FREE_CANCELLATION_WINDOW_HOURS}} hours before your slot → 100% refund (or full credit, your choice).
Cancel after that window → see “Late cancellation & no-show” below.
You can also reschedule (Section 4) instead of cancelling.
3) Late cancellation & no-show (consultations)
Late cancellation: within {{FREE_CANCELLATION_WINDOW_HOURS}} hours of the slot → refund minus {{LATE_CANCELLATION_FEE}} (or convert the full amount to credit once per booking, if requested before the slot).
No-show: you miss the appointment without notice → no refund. (One-time goodwill reschedule may be offered at our discretion if you contact us within 24 hours.)
4) Rescheduling (consultations)
You may reschedule until {{RESCHEDULE_WINDOW_HOURS}} hours before the slot at no charge, subject to availability.
Inside that window, reschedule requests may be treated like late cancellations (see Section 3).
5) Clinic-initiated cancellations or delays
If we must cancel or significantly delay your appointment due to doctor availability or clinical exigencies, you can choose:
Full refund, or
Free priority reschedule at a mutually convenient time.
If you incurred payment gateway/convenience charges, {{GATEWAY_FEE_POLICY}} (e.g., “we will also refund those charges if we cancel”).
6) Telemedicine specifics
If the doctor cannot join → full refund or free reschedule.
If you face technical issues, we’ll attempt to complete the consult by phone or reschedule once within 7 days at no extra charge. Further failures may be treated as late cancellation/no-show.
7) Procedures & packages (if offered)
Deposit: A booking deposit of {{DEPOSIT_PERCENT}}% secures your slot and is refundable until {{DEPOSIT_REFUND_WINDOW_DAYS}} days before the procedure date.
After that window: refundable less {{DEPOSIT_NONREFUNDABLE_PERCENT}}% (or convert to credit valid for {{PACKAGE_CREDIT_VALIDITY_DAYS}} days).
Packages: Unused sessions are refundable pro-rata less discounts already received and an admin fee of {{PACKAGE_ADMIN_FEE}}.
8) Diagnostics / labs / imaging (booked via us)
Refunds follow partner provider rules. We will assist with the request. If a test is cancelled by the lab or sample cannot be processed, you may choose re-collection, alternate provider, or refund as applicable.
9) What is non-refundable
Completed consultations (whether in-clinic or telemedicine).
No-show fees or late cancellation fees.
Government/third-party charges (e.g., e-prescription platform, health cards) once availed.
Convenience/gateway fees: {{GATEWAY_FEE_POLICY}} (e.g., “non-refundable unless we cancel”).
Promotional coupons cannot be encashed; refunds apply to amounts actually paid.
10) How refunds are paid & timelines
Refunds are issued to the original payment method wherever possible.
UPI / wallets: typically 1–3 business days.
Cards / net-banking: typically 5–7 business days (subject to your bank).
Cash payments: refunded via UPI/NEFT only within {{REFUND_DAYS_CASH}} business days after you share bank/UPI details.
We’ll email/WhatsApp you a confirmation once the refund is initiated.
Timelines are bank/gateway dependent; minor delays may occur due to banking cycles or holidays.
11) How to request a refund
Email {{CLINIC_EMAIL}} or message {{CLINIC_WHATSAPP_LINK}} with:
Booking ID, patient name, and date/time,
Reason for cancellation/refund,
Preferred option: refund or credit,
For cash refunds: your UPI ID or bank details.
Our team will respond within {{REFUND_SLAS_HOURS}} hours.
12) Duplicate or incorrect charges
If you notice a duplicate charge or an amount error, contact us with a screenshot/statement. Verified duplicates are refunded in full.
13) Chargebacks & disputes
Please contact us first—we resolve most issues faster than bank disputes. If you file a chargeback, we may share booking and communication records with the bank to support resolution.
14) Changes to this Policy
We may update this Policy to reflect clinical, operational, or legal changes. The “Effective date” above shows the latest version.
15) Contact
{{CLINIC_NAME}} • {{CLINIC_ADDRESS}}
Phone: {{CLINIC_PHONE}} • Email: {{CLINIC_EMAIL}}