Cancellation & Refund Policy

This Cancellation & Refund Policy governs all payments and service bookings made through our platform, including medical consultations, travel facilitation, and healthcare packages, whether accessed via our website, mobile application, or official communication channels.

 


1. Applicability

This policy applies to all payments made through:

·       Online payment gateways

·       Bank transfers or international remittances

·       Platform-generated invoices

It covers the following services:

·       Doctor consultations and teleconsultations

·       Hospital treatment or surgery packages

·       Medical visa assistance and travel documentation

·       Hotel and accommodation services booked through us

 


2. Cancellations by the Patient or Their Representative


A. Doctor Consultations / Teleconsultations

  • 12 hours or more before appointment:

 Full refund of consultation fee

Processing or convenience fees are non-refundable

  • Less than 12 hours before appointment:

50% refund of consultation fee

Processing or convenience fees are non-refundable

  • No-show or post-appointment cancellation: No refund applicable

 

B. Treatment or Surgery Packages

  • 7 days or more before scheduled treatment: Refund of the deposit, minus coordination/documentation charges (typically 10–20%)
  • Less than 7 days before scheduled treatment: Partial refund, subject to hospital policies and actual non-recoverable expenses
  • Same-day cancellation or no-show: No refund


Note: Visa facilitation charges, interpreter bookings, and advance hospital arrangements are non-refundable once processed.

 


3. Cancellations by Hospital or Doctor

In the event a hospital or doctor cancels a scheduled service due to unavailability, travel disruption, or any unforeseen circumstance:

·       100% refund of the consultation or treatment fee

·       Processing or third-party costs may be refunded at our discretion or adjusted against future services

 


4. Refund Method and Timeline

·       All refunds are made to the original method of payment

·       Processing time is typically 7–14 working days, depending on banking and gateway policies

·       For refund queries, email us at [insert support email] with your booking and payment reference number

 


5. Special Cases and Exceptions

·       For cancellations due to medical emergencies, government-imposed travel restrictions, or documentation failure, refund eligibility will be assessed on a case-by-case basis

·       We may offer partial credit or rescheduling at our discretion

·       Final decision rests with our customer support and coordination team

 


6. Acceptance

By making a booking or payment through our platform, you confirm that you have read, understood, and agreed to this Cancellation & Refund Policy.