Refunds, Cancellation, and Account Suspension Policy

1. Introduction

This Refunds, Cancellation, and Account Suspension Policy ("Policy") governs the terms and conditions under which users ("Users" or "Patients") of the AppointMyDoctor application ("Platform"), owned and operated by Medisetu Ventures Private Limited ("Company"), may seek refunds, cancel appointments, or face account suspension.

This Policy is an integral part of the Terms of Service governing the use of the Platform and shall be read in conjunction therewith.

2. Preamble

The Company is committed to providing a seamless and efficient appointment booking experience for healthcare services, including those offered by clinics, doctors, pathology laboratories, and hospitals.

This Policy outlines the procedures and conditions for refunds, cancellations, and account suspension to ensure transparency, fairness, and a high standard of service for all Users and Service Providers on the Platform.

3. Definitions

Company refers to Medisetu Ventures Private Limited.

Platform refers to the AppointMyDoctor mobile application and/or website.

User or Patient refers to any individual who registers on the Platform and uses its services.

Service Provider refers to any clinic, doctor, pathology laboratory, or hospital listed on the Platform.

Appointment refers to a scheduled consultation, diagnostic test, or healthcare service booked through the Platform.

Consultancy Services refers to professional medical advice, examination, or treatment.

Convenience Fee refers to the non-refundable charge levied by the Company for facilitating appointment booking.

Working Business Days refers to Monday to Friday excluding public holidays in Jaipur, Rajasthan.

4. Scope

This Policy applies to all appointments booked by Users through the Platform for services offered by Service Providers.

5. Refund Policy for Service Provider Initiated Issues

Users may request a complete refund or reschedule if the booked doctor or Service Provider is unavailable at the scheduled time.

Users may also request a refund or rescheduling if the Service Provider is significantly delayed beyond the scheduled appointment time.

Requests must be raised within seven (7) calendar days from the scheduled appointment date.

Approved refunds will be processed to the original payment method within seven (7) working business days.

The Company reserves the right to investigate and verify all refund requests.

6. Cancellation Policy for User Initiated Cancellations

Users may cancel their appointment at any time before the scheduled appointment time through the Platform.

The consultancy services fee may be eligible for a refund.

The Convenience Fee is non-refundable under all circumstances.

Eligible refunds will be processed within seven (7) working business days from cancellation.

7. Account Suspension Policy

A User account may be suspended if appointments with a single doctor or Service Provider are cancelled three (3) times.

A User account may also be suspended if appointments are cancelled seven (7) times cumulatively across multiple Service Providers.

The suspension period shall be six (6) months from the date of the last qualifying cancellation.

During suspension, Users cannot book appointments, access appointment history, or use features requiring an active account.

Users will be notified via their registered email address or phone number.

Accounts may be automatically reactivated after the suspension period.

8. User Responsibilities

Users are responsible for providing accurate information during booking.

Users must ensure availability at the scheduled appointment time.

Failure to comply with Platform requirements may result in forfeiture of refund eligibility.

9. No-Show Policy

If a User fails to attend a scheduled appointment without prior cancellation, the consultancy fee shall be forfeited.

No refund shall be issued and the Convenience Fee shall remain non-refundable.

10. Payment Gateway Charges

Payment gateway, bank, or financial institution charges related to refunds may be deducted from the refund amount or borne by the User where applicable.

11. Communication Protocol

All refund, cancellation, rescheduling, and related requests must be initiated through the designated channels within the Platform.

The Company shall not be responsible for requests submitted through unofficial channels.

12. Force Majeure

The Company shall not be liable for failures or delays caused by circumstances beyond its reasonable control including acts of God, war, terrorism, riots, floods, accidents, strikes, or shortages of resources.

In such events, appointments may be modified, postponed, or cancelled without liability.

13. Disclaimer of Liability

The Company acts solely as an intermediary facilitating appointments between Users and Service Providers.

The Company does not guarantee the quality, efficacy, or suitability of medical services provided by Service Providers.

Any disputes relating to medical services must be resolved directly with the respective Service Provider.

14. Amendments to Policy

The Company reserves the right to modify, amend, or update this Policy at any time.

Continued use of the Platform after modifications constitutes acceptance of the revised Policy.

15. Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of India.

Any dispute arising from this Policy shall be subject to the exclusive jurisdiction of the courts located in Jaipur, Rajasthan.

16. Contact Information

Medisetu Ventures Private Limited

Address: Plot 25-A, Balaji Vihar 40, Niwaru Road, Jhotwara, Jaipur - 302012

Email: support@appointmydoctor.in

Phone: 8003739751

Website: appointmydoctor.in