Refund and Cancellation Policy

1. Overview

This Refund and Cancellation Policy ("Policy") governs refunds and cancellations for consultations booked through Doccliniq ("Platform", "we", "us", or "our"). This Policy is compliant with the Consumer Protection Act, 2019 of India.

All payments are processed securely through Cashfree Payment Gateway (Cashfree Payments India Private Limited), an authorized payment aggregator. By making a payment, you agree to Cashfree Payment Gateway's terms and conditions in addition to this Policy.

2. Payment Terms

2.1 Payment Window

When you book an appointment:

• Payment must be completed within 5 minutes of appointment creation
• If payment is not completed within 5 minutes, the appointment is automatically cancelled
• No charges are applied for appointments cancelled due to non-payment

2.2 Payment Methods

We accept payments through:

• Credit cards
• Debit cards
• Net Banking
• UPI (Unified Payments Interface)
• Digital wallets (as supported by Cashfree Payment Gateway)

All payments are processed in Indian Rupees (INR). Currency conversion charges, if applicable, are borne by the user.

3. Cancellation Policy

3.1 Patient-Initiated Cancellation

Patients may cancel appointments:

• 24 hours or more before appointment: Cancellation permitted with a full refund (minus Cashfree Payment Gateway charges, if any)
• Less than 24 hours before appointment: Cancellation is not available and no refund is due
• After consultation has started: No refund

3.2 Doctor-Initiated Cancellation

If a Doctor cancels an appointment:

• Full refund will be processed automatically
• Patient will be notified via email and SMS
• Refund will be credited within 15 business days

3.3 Platform-Initiated Cancellation

Doccliniq may cancel appointments due to:

• Technical failures preventing consultation
• Violation of Platform terms by either party
• Security or safety concerns
• Force majeure events

In such cases, full refunds will be processed.

4. Refund Eligibility

4.1 Eligible for Refund

• Cancellations made within the timeframes specified in Section 3
• Doctor-initiated cancellations
• Platform-initiated cancellations
• Failed payments (amount will be refunded if charged)
• Duplicate payments (one will be refunded)
• Technical issues preventing consultation from occurring

4.2 Not Eligible for Refund

• Cancellations made less than 24 hours before appointment
• Consultation has already been completed
• Patient did not attend the scheduled consultation
• Patient violated Platform terms or engaged in fraudulent activity
• Prescription fees (if separately charged) after prescription has been issued

5. Refund Process

5.1 Requesting a Refund

To request a refund:

1. Log into your Doccliniq account
2. Go to "My Appointments" section
3. Select the appointment you wish to cancel
4. Click "Cancel Appointment" and follow the prompts
5. If eligible, refund will be processed automatically

Alternatively, contact our support team at Contact emailrushilventures@gmail.com or through our Grievance Policy.

5.2 Refund Processing Time

Refunds are processed as follows:

• Processing time: Up to 15 business days from approved cancellation or refund request
• Credit to account: Refunds are made to the original payment method; bank/UPI timelines may vary slightly beyond our control

Refunds will be credited to the original payment method used for the transaction.

5.3 Cashfree Payment Gateway Charges

Please note:

• Cashfree Payment Gateway processing charges (typically 2-3%) may be deducted from refunds
• These charges are levied by Cashfree Payments India Private Limited and are beyond our control
• For Doctor or Platform-initiated cancellations, we absorb these charges
• For patient-initiated cancellations, charges may apply as per cancellation timeframe

6. Partial Consultations

If a consultation is interrupted due to technical issues:

• Less than 5 minutes: Full refund
• 5-15 minutes: 50% refund
• More than 15 minutes: No refund

Technical issues must be reported immediately during the consultation for eligibility.

7. Dispute Resolution

If you disagree with a refund decision:

1. Contact our support team at Contact emailrushilventures@gmail.com
2. Provide appointment details and reason for dispute
3. Our team will review within 3-5 business days
4. If unresolved, escalate through our Grievance Policy

For payment-related disputes, Cashfree Payment Gateway's dispute resolution process may also apply. See https://www.cashfree.com for payment-provider support.

8. Special Cases

9.1 Medical Emergencies

If you need to cancel due to a genuine medical emergency:

• Contact support immediately with documentation
• Full refund will be processed upon verification
• Emergency cancellations are evaluated on a case-by-case basis

9.2 Subscription Plans

If subscription plans are introduced in the future, separate cancellation and refund terms will apply and will be communicated at the time of subscription.

9. Contact for Refunds

For refund-related queries:

Email: Contact emailrushilventures@gmail.com
Support: Contact emailrushilventures@gmail.com
Response Time: Within 24-48 hours

For grievances, see our Contact and Grievance Policy.

10. Changes to Policy

Doccliniq reserves the right to modify this Refund and Cancellation Policy at any time. Material changes will be notified via email or Platform notification. Changes will apply to appointments booked after the effective date of the updated Policy.