General

This policy applies to online consultation and lab test bookings made through our website/app. Refunds are always credited back to the original payment method, unless stated otherwise.

Online Doctor Consultations

Patient‑initiated cancellation:

≥ 2 hours before scheduled start: 100% consultation fee refund (less any non‑refundable convenience/transaction fees, if applicable).

< 2 hours before start: 50% refund.

No‑show (patient does not join within 15 minutes of start time): No refund; one free reschedule may be offered at our discretion if requested within 24 hours. Doctor‑initiated cancellation/unavailability: 100% refund or free reschedule at your choice. Quality concerns (e.g., consult ended prematurely due to technical issues): raise a ticket within 72 hours; we may offer a repeat consult or full/partial refund after review.

Lab Tests (Centre Visit or Home Collection)

Patient‑initiated cancellation:

≥ 12 hours before slot: 100% refund (less non‑refundable convenience fees, if any).

< 12 hours before slot or home-collection no‑show: 50% refund to cover logistics/consumables.

Sample not collected due to our lapse (e.g., phlebotomist delay > 60 minutes from slot without prior intimation): 100% refund or free re‑collection. Sample rejection for pre‑analytical reasons not attributable to patient: free re‑draw or proportionate refund. Report delays beyond published TAT caused by us: upon request, 50% refund of the test fee (excluding government‑mandated charges) if delay exceeds 48 hours beyond TAT, except in force‑majeure events. After sample collection: tests are generally non‑refundable except as above.

Health Packages

Package components are non‑transferable and cannot be split. If partially availed, refunds apply only to unavailed components as per rules above.

Processing & Timelines

Approved refunds are initiated within 2 business days from approval and typically reflect within 5–7 business days (bank/issuer dependent). UPI refunds may appear sooner. Any applicable coupon/loyalty benefits are reversed upon refund.

How to Request

Please contact Support via your account, email, or phone (details under Contact) with booking ID, reason, and supporting documents/screenshots.

Exceptions

We may decline refunds in cases of misuse, abuse of policy, or fraud. Government fees, statutory levies, and completed professional services are not refundable unless mandated by law.