Refunds & Cancellation

01The short version

• Cancel more than 24 hours before your slot — full refund, no questions.
• Cancel between two and 24 hours before — 50% refund, or move the appointment free of charge.
• The doctor cancels or the technology fails on our side — full refund or a free rescheduled slot, your choice.
• Inside two hours the dashboard can no longer do it for you. A refund is still possible, but someone at the clinic has to look at it.
• You do not attend and do not tell us — no refund.

02Rescheduling

You may reschedule two times free of charge, provided you do so at least two hours before the appointment. Inside the last 24 hours only one move is allowed, because the slot has already been set aside once. Rescheduling is done from your dashboard and takes a few seconds; beyond the allowance a change is treated as a cancellation under the terms above.

03If the doctor cannot attend

Occasionally a clinical emergency requires an appointment to be moved. If that happens you will be contacted as early as possible and offered either the next available slot or a full refund. This is at your discretion, not ours.

04Technical failure

If the video link fails and the consultation cannot be completed, we will first attempt to continue by WhatsApp or telephone. If that is not possible, the appointment is rescheduled at no cost or refunded in full. A connection problem at your end that prevents you joining is treated as a late cancellation, though we apply this with common sense.

05How refunds are processed

Refunds are issued through Razorpay to the original payment method. We initiate them within 24 hours of the request being approved. The money typically reaches your account in five to seven working days, depending on your bank — that portion of the timeline is outside our control.

You will receive an email confirming the refund with the reference number, and the refund status is also visible in your dashboard.

06What cannot be refunded

• A consultation that has taken place. Once the assessment is done and the plan written, the service has been delivered.
• A missed appointment where no notice was given.
• Dissatisfaction with clinical advice, where the advice was properly given. If you believe the consultation itself fell short, write to the clinic and it will be reviewed individually — we have issued refunds on this basis before.

07Raising a concern

Email the clinic with your appointment reference and what went wrong. You will get a response from a person, not a template, within two working days. If we got something wrong, we will say so and put it right.