1. Patient Appointment Fee Refunds
When a patient schedules an appointment and completes online fee payment via WellSathi's integrated Cashfree gateway, the following cancellation conditions apply:
| Cancellation Scenario | Refund Eligibility | Remarks |
|---|---|---|
| More than 2 hours before scheduled slot | 100% Full Refund | Reversed automatically to original payment method without deduction. |
| Less than 2 hours before scheduled slot | Partial Refund (Fee – ₹50) | Partial refund credited after deducting a flat ₹50 doctor slot holding and reservation fee. |
| Patient No-Show (Missed Appointment) | Partial Refund (Fee – ₹50) | Partial refund granted after deducting a flat ₹50 slot holding fee; repetitive or abusive no-shows forfeit refund eligibility. |
| Clinic / Doctor-Initiated Cancellation | 100% Full Refund | Unconditional instant refund regardless of timing. |
| Rescheduled Appointment | Slot Transfer (No Fee) | Payment is transferred in full to the new appointment slot. |
**Late Cancellations (< 2 Hours):** Cancellations made within 2 hours of the scheduled time receive a partial refund, compensating for reserved clinic infrastructure and doctor slot allocation.
**No-Show Fair Usage & Anti-Abuse Policy:** Patients who fail to attend their appointment without prior notice are eligible for a partial refund or consultation credit. However, to prevent slot blocking and ensure equitable access for other patients, this policy is strictly subject to repetitive abuse detection. Accounts exhibiting systematic or habitual no-shows will forfeit refund eligibility.
**Doctor Unavailability:** If a doctor is unavailable due to medical emergencies, technical outages, or clinic closure, a 100% full refund is initiated immediately.
**Rescheduling Policy:** Both patients and clinics can reschedule to an open slot without penalty or additional convenience fees.