1. SCOPE
1.1 This Policy applies to paid services booked on the Platform, including:
(a) Online medical consultations (teleconsultations);
(b) Home healthcare visits (nursing, physiotherapy, vaccination, mother & baby care, etc.);
(c) Diagnostics/sample collection booked through the Platform;
(d) Wellness programs/subscriptions (where offered).
1.2 Pharmacy/product orders (if enabled in future) will follow a separate returns/refund policy notified on the Platform.
2. DEFINITIONS
2.1 Appointment: a scheduled teleconsultation or home visit confirmed on the Platform.
2.2 No-Show: User not joining the teleconsultation within the waiting window or not making the patient available at the home-visit address during the allotted slot.
2.3 Service Not Delivered: when the booked service does not commence (e.g., provider cancels or fails to attend) and no valid reschedule is offered.
2.4 Quality Issue: where the User alleges the consultation/visit was inadequate (sub-par service experience), supported with reasonable particulars.
3. GENERAL PRINCIPLES
3.1 HealthMediQ is a digital facilitator. Medical services are provided by independent, verified professionals; refunds are administered by HealthMediQ per this Policy.
3.2 Refunds are normally processed to the original payment method; where this is not feasible, we may issue wallet credits or process via NEFT.
3.3 Unless expressly stated, convenience fees, gateway charges, and used consumables are non-refundable.
3.4 HealthMediQ may request supporting information (order ID, screenshots, medical notes limited to necessity) to assess claims.
3.5 Abuse of the Policy (repeated frivolous claims, chargeback misuse, policy gaming) may lead to account suspension and denial of refunds.
4. TELECONSULTATIONS (AUDIO/VIDEO/CHAT)
4.1 User–initiated cancellation / reschedule
(a) Free cancellation/reschedule permitted until 1 hour prior to the start time.
(b) No refunds for cancellations after service has commenced; rescheduling may be permitted at HealthMediQ’s discretion, subject to provider availability.
4.2 No-Show
If you fail to join the consult within the provider’s waiting window (typically 10 minutes from start): marked No-Show and non-refundable.
4.3 Provider–initiated cancellation / Service Not Delivered
If the provider cancels or does not attend: You may choose a full refund or a free reschedule at the earliest available slot.
4.4 Quality Issue (Dissatisfaction Window)
You may flag a teleconsultation as inadequate within 48 hours of completion with a brief reason; upon review, HealthMediQ may grant a refund or a complimentary re-consult.
5. HOME HEALTHCARE VISITS (NURSING / PHYSIOTHERAPY / VACCINATION / ETC.)
5.1 User-initiated cancellation/reschedule
(a) Free cancellation/reschedule up to 1 hour before the visit window.
(b) No refunds for cancellations after service has commenced; rescheduling may be permitted at HealthMediQ’s discretion, subject to provider availability.
(c) Reschedules are subject to provider availability; excessive rescheduling may attract charges.
5.2 No-Show / Premises Inaccessible
If the patient is unavailable or access is denied during the visit window, the visit is treated as a No-Show and is non-refundable. A second visit (if requested) will be billable.
5.3 Provider-initiated cancellation / Service Not Delivered
If the assigned nurse/therapist cancels or is materially delayed without providing an alternative slot, You may opt for a full refund or re-booking at no extra cost.
5.4 Quality Issue
Report within 24 hours of the visit end with particulars (e.g., incomplete procedure, missed task). Post-review remedies may include partial refund, a redo visit, or credit.
6. DIAGNOSTICS / SAMPLE COLLECTION (IF ENABLED)
6.1 Cancellation/reschedule
(a) Free up to 12 hours prior to the slot.
(b) No refunds for cancellations after phlebotomist arrival: non-refundable.
6.2 Sample not collected / lab rejects the sample
(a) If attributable to the provider/lab, free recollection or full refund.
(b) If attributable to the User (e.g., non-cooperation, incorrect fasting): recollection chargeable.
6.3 Report delay & 24 hours beyond committed TAT (not force majeure): pro-rata refund/credit at HealthMediQ’s discretion.
7. SUBSCRIPTIONS / WELLNESS PROGRAMS (IF OFFERED)
7.1 Cooling-off & cancellation: Users may cancel at any time; unutilized/unexpired portion may be refunded pro-rata or credited.
7.2 Changes to program terms will be notified; Users declining changes may seek refund of unutilized value.
8. HOW TO REQUEST A REFUND
8.1 Submit a ticket in App → My Account → Help/Support → Refunds or email {Insert Official Email} with: order ID, service date/time, reason, and any evidence.
8.2 Time limits:
(a) Teleconsultation “Quality Issue”: within 72 hours;
(b) Home-visit issues: within 24 hours;
(c) Diagnostics issues: within 48 hours of report/sample event (unless law/policy states otherwise).
9. REFUND METHOD & TIMELINES
9.1 Approval & initiation: within 3–5 business days of receiving complete details.
9.2 Credit to source: typically within 3–7 business days post-initiation (subject to gateway/bank processing).
9.3 If source reversal fails (e.g., expired card), we may issue wallet credit or NEFT.
10. NON-REFUNDABLE / SPECIAL CASES
10.1 No-show, late cancellation inside the cut-off, partial service consumed, and used consumables (disposables, vaccines opened) are non-refundable.
10.2 Prescription-bound services/products cannot be fulfilled or refunded without a valid prescription, where mandated by law.
10.3 Force Majeure (bandh, natural calamity, public emergency, epidemics, network/provider outages) may lead to rescheduling; refunds are at Our discretion.
11. CHARGEBACKS, FRAUD & ABUSE
11.1 If a payment dispute/chargeback is initiated without first using Our grievance process, HealthMediQ may suspend services pending resolution.
11.2 Proven misuse (fake bookings, serial refunds) authorizes HealthMediQ to deny refunds, forfeit credits, and close the account.
12. MODIFICATION OF THIS POLICY
HealthMediQ may modify this Policy from time to time. Updated versions will be published on the Platform and will apply prospectively. Continued use after publication constitutes acceptance.
13. GOVERNING LAW, DISPUTE RESOLUTION & JURISDICTION
13.1 This Policy is governed by the laws of India.
13.2 Disputes shall first be attempted to be resolved amicably within 30 days of written notice.
13.3 Failing which, disputes shall be referred to arbitration under the Arbitration and Conciliation Act, 1996, seat Nagpur, Maharashtra, language Marathi/English.
13.4 Subject to arbitration, courts at Maharashtra shall have exclusive jurisdiction.
14. GRIEVANCE REDRESSAL
Grievance Officer/ Payments Support: MR. SANJAYVILAS KHOBRAGADE
HealthMediQ – Suraj Chowk, Sawratoli, Subhash Ward, Gondia,
Maharashtra – 441601
Email: info@healthmediq.com
Phone: +91 9930372225
We aim to acknowledge refund complaints within 24 hours and resolve them within 7 business days, subject to gateway/bank timelines.