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Doqor - Digital Wellness Platform

Refund Policy

Last updated: November 2, 2025

Overview

At Doqor, we strive to provide quality healthcare services and maintain transparent policies regarding cancellations and refunds. This policy outlines the terms and conditions for refunds of consultations and services booked through our platform.

Free First Consultation

Your first consultation with our in-house doctor is completely free. Since no payment is required:

  • You can cancel or reschedule at any time without penalty
  • No refund is applicable as no payment is collected
  • We encourage you to cancel if you cannot attend so we can help other patients

Specialist Consultations

When you book a paid specialist consultation or treatment plan:

Cancellation Before Consultation

✓ More than 24 hours before appointment:

  • Full refund (100%) to original payment method
  • Processed within 5-7 business days
  • No cancellation fee

⚠️ 12-24 hours before appointment:

  • 80% refund (20% cancellation fee applies)
  • Refund processed within 5-7 business days
  • Cancellation fee covers administrative costs

✗ Less than 12 hours before appointment:

  • 50% refund (50% cancellation fee applies)
  • Doctors allocate time for your appointment
  • Last-minute cancellations impact availability for other patients

No-Shows

If you miss your appointment without prior cancellation:

  • No refund will be issued (100% fee retained)
  • Doctors cannot see other patients during your reserved slot
  • Please reschedule or cancel in advance if you cannot attend

Treatment Plans and Packages

For multi-session treatment plans (e.g., 30-day acne treatment, weight management programs):

Before Treatment Starts

  • Cancel within 48 hours of payment for full refund
  • Valid only if no consultation or medication has been provided
  • Refund processed within 7-10 business days

After Treatment Starts

  • Refunds calculated on pro-rata basis for unused sessions
  • Deduction for services already rendered and medications provided
  • Minimum 20% administrative fee applies
  • No refund if more than 50% of plan is completed

Refund Eligibility - Special Cases

Technical Issues

If your consultation could not be completed due to technical issues on our end:

  • Full refund or free rescheduling offered
  • Report technical issues within 24 hours
  • Provide details of the problem encountered

Note: Technical issues on the patient's end (poor internet, device problems) do not qualify for refunds.

Doctor Cancellation

If a doctor cancels your appointment:

  • Option 1: Full refund to original payment method
  • Option 2: Free rescheduling with same or different doctor
  • Priority booking for next available slot

Service Quality Issues

If you're dissatisfied with service quality:

  • Contact us within 48 hours of consultation
  • Provide specific details of the issue
  • We will investigate and offer appropriate resolution
  • Refunds considered on case-by-case basis

Non-Refundable Items

The following are not eligible for refunds:

  • Medications already dispensed or shipped
  • Diagnostic tests conducted
  • Medical records or reports generated
  • Completed consultations (excluding quality issues)
  • Services where a no-show occurred

Refund Process

To request a refund:

  1. Initiate Request: Cancel through your account dashboard or contact support
  2. Provide Details: Include booking ID and reason for cancellation
  3. Review: Our team reviews the request (usually within 24 hours)
  4. Approval: You'll receive email confirmation if approved
  5. Processing: Refund initiated to original payment method
  6. Timeline: Expect refund in 5-10 business days (may vary by bank)

ℹ️ Note: Refund timelines depend on your bank or payment provider. While we initiate refunds promptly, credit to your account may take additional time.

Rescheduling vs. Cancellation

We encourage rescheduling instead of cancellation when possible:

  • Free rescheduling: Available up to 6 hours before appointment
  • No fees: Reschedule as many times as needed (within reason)
  • Keep your doctor: Maintain continuity of care
  • Faster process: No refund processing delays

Payment Method Considerations

Refund processing varies by payment method:

  • Credit/Debit Cards: 5-7 business days
  • UPI: 3-5 business days
  • Net Banking: 5-7 business days
  • Wallets: 3-5 business days

Refunds are always issued to the original payment method used for booking.

Dispute Resolution

If you disagree with a refund decision:

  1. Contact our support team with your concerns
  2. Provide any additional evidence or context
  3. Senior management will review the case
  4. You'll receive a final decision within 7 business days

Our goal is fair resolution for all parties. We reserve the right to make final decisions on refund eligibility.

Changes to This Policy

We may update this Refund Policy to reflect changes in our services or regulations. Significant changes will be communicated via email. Your continued use after changes indicates acceptance of the updated policy.

Contact Us

For refund requests or questions:

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