01Patient-Initiated Cancellation
A Patient may cancel an online-payment Appointment at any time before the Doctor marks the consultation as started. Upon cancellation, a full refund of the Appointment Fee (including the platform Commission component) will be processed to the original payment method.
Once the Doctor has started the consultation or marked the Appointment as completed, the Appointment Fee is non-refundable.
Refunds are processed through Cashfree Payments India Private Limited and are subject to their processing timelines. The amount is typically credited within five (5) to seven (7) working days, depending on the payment method used.
02Doctor or Medical Centre-Initiated Cancellation
Where an Appointment is cancelled by a Doctor or Medical Centre after the Patient has paid online, a full refund of the Appointment Fee will be issued to the Patient.
No Commission is payable to the Company on Appointments cancelled by the Doctor or Medical Centre.
Where the Company determines that a pattern of cancellations by a Medical Centre is designed to circumvent Commission obligations, a cancellation penalty may be charged as specified in the applicable Commercial Schedule.
03No-Show and Late Cancellation
An Appointment where the Patient fails to attend without providing at least 24 hours’ cancellation notice is deemed ‘successfully completed’ for Commission purposes.
In such cases, the Appointment Fee may not be refunded, and the Commission is payable to the Company.
The Company’s determination of whether a no-show or late cancellation has occurred shall be final.
04Pay-at-Clinic (Offline) Bookings
For appointments booked with pay-at-clinic payment mode, no online payment is collected at the time of booking.
Cancellation of a pay-at-clinic appointment does not trigger any refund through the Platform.
The Commission applicable to completed offline appointments is settled separately as per the applicable Commercial Schedule.
05Refund Processing
All eligible refunds are processed to the original payment instrument used at the time of booking.
The Company does not guarantee same-day or next-day refund credit and is not liable for delays attributable to banking intermediaries, Cashfree, or public holidays.
For any refund-related query or dispute, contact us at admin@medeorapp.com within seven (7) days of the relevant appointment date.