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Refund Policy

For users of DocIndia online tele-consultation services — when a refund is available, when it is not, how to request one, and the applicable timelines.

Note: DocIndia is not intended to address emergency or life-threatening medical conditions. If this is an emergency, please immediately contact your local health care service provider.

This Refund Policy applies to users of DocIndia online tele-consultation services. It should be read together with our Cancellation Policy and Terms of Use.

1. Refund eligibility & terms

  1. In the event it is proved that the Practitioners have acted in contravention of any applicable laws, DocIndia shall provide a complete refund to the User, subject to investigation undertaken by DocIndia.
  2. If the cancellation is due to the abusive nature of the User, such User shall not be eligible for any refund and DocIndia shall be entitled to take any legal action.
  3. User shall refrain from raising any personal queries or seeking advice which are not related to a specific disease / medicine / medical condition. In the event the User raises any such personal queries or seeks advice, DocIndia reserves the right to terminate the consultation of such Users and further, such Users will not be entitled to any refund.
  4. In case a Practitioner does not respond to a paid consultation within ten (10) minutes from the time of starting a consultation/appointment or does not respond for more than fifteen (15) minutes during an active consultation, the User shall have the right to request for a reschedule or a refund. If Refund is requested, any amounts paid post discount and credits by the User with respect to such consultations will be refunded.
  5. In case a Practitioner does not provide a consultation summary prescription for a particular consultation, then the User shall have the right to request for the consultation summary by contacting DocIndia through cs@docindia.org. If the practitioner fails to provide the summary or summary prescription within 48 business hours of such request, the user will be able to request a refund and any amounts paid by the User post discounts or credits with respect to such consultations will be refunded. Refunds will not be provided if the Practitioner has provided a consultation summary prescription to the User.
  6. In case a Practitioner is unreasonably abrupt or quick to complete a particular consultation, then the User shall have the right to request a refund. DocIndia will investigate the issue and will provide a resolution which may be refund paid by the User post discounts or credits with respect to such consultation or no refund at all, subject to investigation undertaken by DocIndia in its sole discretion.
  7. DocIndia reserves the right to permanently block Users from future Services in the event DocIndia receives multiple cancellation requests from such Users for reasons which do not form part of the Cancellation Policy of DocIndia or for any other matter DocIndia deems fit in its sole discretion.

2. Requesting a refund — process & timelines

  1. Users are allowed a period of two (2) calendar days to flag any consultation as inadequate and request a refund. No refund requests shall be considered thereafter.
  2. Users can request a refund by contacting DocIndia through our online Contact Form.
  3. DocIndia shall check the details and process the refund where applicable, solely at its discretion. After a refund request is processed, the money will be refunded to the User in seven (7) working days from the day the refund has been approved by DocIndia.
  4. In the event a User raises any concerns regarding the inappropriateness of a particular consultation on the Consult platform, the User agrees that the refund or any other outcome for any such concerns raised by the User will be subject to a detailed review of the said concerns by DocIndia as per DocIndia's internal policies.
  5. In all matters related to refund and settlement under this Agreement, DocIndia shall decide so at its sole and absolute discretion after detailed review of the matter and considering all the involved parties' information. The decision of DocIndia shall be final in this regard.

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