Refund & Cancellation Policy

1. Patient Appointment Fee Refunds

1.1 Patient-Initiated Cancellation

If a patient has paid the consultation fee online and subsequently cancels the appointment, the following refund policy applies:

• Cancellation more than 2 hours before the scheduled appointment time: A full refund of the consultation fee will be processed automatically.
• Cancellation less than 2 hours before the scheduled appointment time: No refund will be issued, as the doctor's slot has been held exclusively for the patient.
• No-show (patient does not attend the appointment): No refund will be issued.

1.2 Clinic/Doctor-Initiated Cancellation

If the clinic or doctor cancels an appointment for any reason (e.g., doctor unavailability, emergency, technical issues), the patient will receive a full refund of the consultation fee, regardless of when the cancellation occurs.

1.3 Refund Processing Timeline

Refunds are processed through the original payment method. Processing times vary by payment method:

• UPI: Refund credited within 1–3 business days.
• Credit/Debit Card: Refund credited within 5–7 business days.
• Net Banking: Refund credited within 5–7 business days.

Please note that while WellSathi initiates refunds immediately, the actual credit to your account depends on your bank's processing time.

1.4 Rescheduled Appointments

If an appointment is rescheduled (by either the patient or the clinic), the original payment is carried forward to the new appointment slot. No additional payment is required, and no refund is issued for rescheduled appointments.

2. Clinic Subscription Cancellation

2.1 Cancellation by Clinic Owner

Clinic owners can cancel their subscription at any time from the Billing section of their dashboard. Upon cancellation:

• The subscription remains active until the end of the current billing period (monthly or annual).
• No pro-rata refund is issued for the remaining days in the billing period.
• After the billing period ends, the clinic is automatically downgraded to the Free (Starter) plan.
• All clinic data (appointments, patient records, etc.) is retained and accessible on the Free plan, subject to Free plan feature limits.

2.2 Reactivation

Clinic owners can reactivate a cancelled subscription at any time before the billing period ends, restoring full access without any interruption.

2.3 Subscription Refunds

Subscription fees are generally non-refundable. However, in exceptional circumstances (e.g., billing errors, unauthorized charges), clinic owners may contact our support team at [email protected] to request a review.

3. Payment Disputes

If you believe a payment was made in error or you have not received the service you paid for, please contact our support team within 30 days of the transaction:

• Email: [email protected]
• Phone: +91 8434668180

We will investigate the matter and respond within 3 business days. If the dispute is resolved in your favour, a refund will be processed as per the timelines mentioned above.

4. Failed Payments

If a payment is debited from your account but the transaction fails or is not reflected on WellSathi, the amount will be automatically reversed by your payment provider within 5–7 business days. If the amount is not reversed within this period, please contact our support team with the transaction details.

5. Contact Us

For any questions regarding this Refund & Cancellation Policy, please contact us:

• Email: [email protected]
• Phone: +91 8434668180
• Address: Delhi, India