Payments & Refund Policy
This policy explains how payments, pricing, cancellations, rescheduling, and refunds are handled for services offered through the MeraDoc Platform operated by MeraDoc Healthtech Private Limited.
Introduction
This Payments & Refund Policy ("Policy") describes how payments, pricing, cancellations, rescheduling, and refunds are handled for services booked through the Platform, including doctor consultations, medicine orders, and diagnostic test bookings. This Policy forms part of, and should be read together with, our Terms & Conditions and Privacy & Data Protection Policy.
MeraDoc facilitates access to services provided by independent doctors and third-party fulfilment partners (such as licensed pharmacies and accredited diagnostic laboratories, collectively "Partners"). Where a service is fulfilled by a Partner, cancellations and refunds are also subject to that Partner's applicable terms.
1. Payments
MeraDoc is not responsible for: incorrect payment details entered by you; unauthorised use of your payment instruments; payment failures, declines, or delays caused by banks, networks, or gateway providers.
- Payments can be made via UPI, debit cards, credit cards, net banking, wallets, or other supported methods displayed at checkout.
- Online payments are processed securely through our payment gateway partner, Razorpay, or other authorised third-party payment providers.
- MeraDoc does not store your full card or banking details; these are handled directly by the payment gateway (see our Privacy & Data Protection Policy).
- By making a payment, you also agree to the terms and privacy policies of the applicable payment gateway provider.
- All payments are processed in Indian Rupees (INR) and are inclusive or exclusive of applicable taxes and charges as indicated at checkout.
2. Pricing
- Consultation fees are set by MeraDoc and displayed before you confirm a booking.
- Prices for medicines and diagnostic tests or packages are set by the respective Pharmacy Partner or Diagnostics Partner and are displayed on the Platform. These may vary by location and are subject to availability, applicable taxes, and any delivery or sample-collection charges.
- Prices may change from time to time; the price applicable to your order is the one shown at the time you confirm and pay for it.
3. Booking, Cancellation & Rescheduling
3.1 Consultations
Consultations may be cancelled free of charge within the following windows:
- Up to 15 minutes before a General Physician (GP) consultation.
- Up to 15 minutes before a specialist consultation.
Rescheduling
Users may reschedule online consultations up to 3 times free of charge. Cancellations or rescheduling requested after the applicable window, or beyond the free reschedule limit, may not be eligible for a refund.
3.2 Medicine Orders
- Medicine orders may be cancelled before they are processed or dispatched by the Pharmacy Partner. Once an order has been dispatched, cancellation may not be possible.
- Cancellations, returns, and refunds for medicines are governed by the Pharmacy Partner's policies and applicable law, and are facilitated through the Platform.
3.3 Diagnostic Bookings
- Diagnostic bookings may be cancelled or rescheduled before sample collection or the scheduled appointment, subject to the Diagnostics Partner's cut-off timelines.
- Cancellations and refunds for diagnostic services are governed by the Diagnostics Partner's policies and are facilitated through the Platform.
4. Refund Policy
Refunds are applicable only for eligible cancellations and eligible service failures as described below. Refunds are not applicable for dissatisfaction with medical advice or outcomes.
4.1 Consultations
A refund may be issued where:
- the consultation is cancelled within the allowed time window;
- the doctor is unavailable or does not join the consultation;
- the consultation could not be completed due to a technical failure attributable to the Platform; or
- you were charged incorrectly or more than once for the same consultation.
A refund will not be issued where
- the consultation was completed,
- where you did not join (a "no-show") outside the free-cancellation window, or
- where you are dissatisfied with the advice, diagnosis, or clinical outcome.
4.2 Medicines
- Refunds or replacements for medicines (for example, where items are damaged, incorrect, or not delivered) are handled by the Pharmacy Partner in accordance with their policy and applicable law.
- Certain products, including prescription and temperature-sensitive medicines, may be non-returnable and non-refundable once dispensed or delivered, except where they are defective, expired, or incorrectly supplied.
4.3 Diagnostics
- A refund may be issued where a diagnostic booking is cancelled within the allowed window, the sample could not be collected, or the test was not conducted.
- Once a sample has been collected or a test performed, the service is generally non-refundable, except where the Diagnostics Partner fails to deliver a report due to a fault on its part.
4.4 Refund Conditions (all services)
- Refunds are processed to the original payment method used for the transaction.
- Cash payments, if applicable, are not eligible for cash refunds and may be issued as platform credits where permitted.
- Refunds cannot be issued to third-party accounts or a different payment instrument.
5. Failed, Pending & Duplicate Transactions
- If an amount is debited but your booking or order is not confirmed, the transaction is typically auto-reversed by the payment gateway, or refunded by us, once the failure is confirmed.
- In case of a duplicate or double charge for the same service, the excess amount will be refunded to the original payment method.
- If a debited amount is not reversed within the standard timeline, please contact us using the details in Section 8 with your transaction reference.
6. Refund Timelines
- Approved refunds are typically processed within 5 to 10 business days.
- The actual credit time depends on your bank and payment provider and may vary.
- Delays caused by external systems — including banks, payment gateways, or applicable RBI guidelines — are beyond MeraDoc's control.
- Refunds for Partner-fulfilled services (medicines and diagnostics) are subject to the Partner's processing timelines in addition to gateway timelines.
7. Exceptional Cases
In rare cases, refunds beyond the standard eligibility or timelines may be considered at the sole discretion of MeraDoc and may be issued as platform credits rather than a reversal to the original payment method.
8. Chargebacks and Disputes
If you believe you have been charged incorrectly, please raise the matter with us first using the contact details below so we can investigate and resolve it. Initiating a chargeback with your bank without first contacting us may delay resolution. We reserve the right to contest chargebacks that are found to be invalid.
9. Contact for Refunds and Grievances
All refund-related queries can be sent to:
Email:
Grievance Officer: Prashant Tiwari
Grievance Email:
Address: MeraDoc Healthtech Private Limited, 3rd Floor, E-19, Defence Colony, New Delhi, Delhi - 110024
Please include your registered contact details, booking or order reference, and transaction ID to help us resolve your query promptly. Unresolved complaints may be escalated to our Grievance Officer in accordance with our Terms & Conditions.
10. Policy Updates
MeraDoc reserves the right to update this Policy at any time. When we make changes, we will update the "Last Updated" date above. Continued use of the Services after changes take effect implies acceptance of the revised Policy.