Refund & Cancellation Policy
Transparent, fair, and patient-first refund rules for doctor teleconsultations, herbal pharmacy purchases, and home diagnostic lab bookings.
1. Online Doctor Consultations
If you cancel your appointment at least 2 hours prior to the scheduled start time, you receive a 100% full refund with zero cancellation penalty.
If an assigned practitioner fails to attend your scheduled session or cancels due to emergency, you are entitled to an immediate 100% full refund or a free priority reschedule with a senior specialist.
Cancellations made within 2 hours of the appointment time may attract a nominal slot retention fee of up to 20% to compensate the doctor for reserved clinical time.
2. Herbal Medicines & Pharmacy Store Orders
Due to statutory healthcare safety regulations under the Drugs and Cosmetics Rules, delivered medicines cannot be returned unless:
- The outer packaging or security seal was received damaged or broken during transit.
- The item received does not match the prescribed formulation or order invoice.
- The product has passed its declared expiration date upon delivery.
Claims Window: Report damaged or incorrect pharmacy shipments within 48 hours of delivery with photos via the Dr.Ayya Support Desk or Devi AI for immediate free replacement or refund.
3. Diagnostic Lab Tests & Home Collections
- Pre-Collection Cancellation: 100% refund if cancelled at least 3 hours before the scheduled home phlebotomy slot.
- Post-Collection: Once blood or biological specimens are successfully drawn and transported to the NABL lab, test fees are non-refundable as laboratory processing reagents have been committed.
4. Refund Processing Timelines
| Payment Method | Refund Destination | Estimated Timeline |
|---|---|---|
| Dr.Ayya Health Wallet | Instant Wallet Balance | Instant (0–5 minutes) |
| UPI (GPay / PhonePe / Paytm) | Original Bank Account | 24 to 48 Hours |
| Debit / Credit Card | Original Card Account | 5 to 7 Business Days |
| Net Banking | Originating Bank Account | 5 to 7 Business Days |
5. International patients (paid by card outside India)
- Consultations for patients outside India are priced in your card's currency (USD unless stated) from the published international rate card. The rupee equivalent on your receipt is for our accounting only.
- Refunds follow the same cancellation windows above and are returned to the original card, in the currency and at the exchange rate of the original charge. Any difference caused by your bank's exchange rate or foreign-transaction fees is outside our control and not refunded.
- Card refunds typically appear within 5–10 business days depending on your issuing bank.
- Medicine (export) orders: you are charged only after our export desk quotes the courier. Once dispatched, orders are non-refundable except for a proven dispatch error or damage in transit. Customs duties, import fees or seizures at the destination are the importer's responsibility and are not refundable.
- If a consultation could not take place for a reason on our side (doctor no-show, platform fault), the full charge is refunded to your card.
Need help with a refund or payment?
Contact billing support at billing@drayya.com