Cancellation &
Refund Policy

1. General Cancellation Policy

All cancellation and refund requests are subject to the following general principles:

• Cancellations must be made through the MyVaidh app or by contacting our customer support team
• Refund eligibility depends on the type of service, timing of cancellation, and specific service terms
• Refunds, when applicable, will be processed to the original payment method within 7-14 business days
• Processing fees, if any, may be deducted from the refund amount as per payment gateway policies
• MyVaidh reserves the right to modify cancellation policies for specific services or promotional offers

2. Doctor Consultation (Virtual)

2.1 Cancellation Policy

• More than 24 hours before appointment: Full refund or reschedule at no additional cost
• Between 12-24 hours before appointment: 50% refund or reschedule with 50% credit
• Less than 12 hours before appointment: No refund, but rescheduling may be allowed subject to doctor availability
• After consultation has started: No refund

2.2 Refund Processing

Refunds for virtual consultations will be processed within 7-10 business days to your original payment method. If you paid using wallet credits, the amount will be credited back to your MyVaidh wallet immediately.

2.3 Technical Issues

If a consultation cannot be completed due to technical issues on MyVaidh's end, you will receive a full refund or a free rescheduled appointment. If the issue is on your end (poor internet connection, device malfunction), standard cancellation policies apply.

3. Doctor Visit @ Home

3.1 Cancellation Policy

• More than 6 hours before scheduled visit: Full refund or reschedule at no additional cost
• Between 3-6 hours before scheduled visit: 50% refund or reschedule with 50% credit
• Less than 3 hours before scheduled visit: No refund, but rescheduling may be allowed with a rescheduling fee
• After doctor has arrived at your location: No refund
• If doctor is unable to reach your location due to incorrect address: No refund

3.2 Rescheduling

Home visits can be rescheduled up to 2 hours before the scheduled time. A rescheduling fee may apply if the request is made less than 6 hours before the appointment.

3.3 No-Show Policy

If the patient is not available at the scheduled time and location, the visit will be considered a no-show, and no refund will be provided. The doctor will wait for a maximum of 15 minutes after the scheduled time.

4. Lab Tests

4.1 Home Sample Collection

• More than 24 hours before scheduled collection: Full refund
• Between 12-24 hours before scheduled collection: 50% refund
• Less than 12 hours before scheduled collection: No refund, but rescheduling allowed once
• After phlebotomist has arrived: No refund

4.2 Lab Test Results

Once samples are collected and sent to the laboratory, no refund is possible. If there is an issue with sample quality or test processing that is not the patient's fault, a free retest will be provided.

4.3 Package Tests

For test packages, partial cancellations are not allowed. If you wish to cancel a package, the entire package must be cancelled, and standard cancellation policies apply based on the first scheduled test in the package.

5. Home Healthcare Services

5.1 Nursing Services

• Subscription-based services: Cancellation allowed with 7 days' notice. Refund for unused days will be prorated
• One-time services: Cancellation more than 24 hours before service: Full refund. Less than 24 hours: 50% refund
• After service has started: No refund for the current session, but future sessions can be cancelled

5.2 Chronic Illness Care, Elderly Care, GDA Services

• Monthly subscriptions can be cancelled with 15 days' notice
• Refund will be calculated on a prorated basis for the remaining days
• One-time service cancellations follow the same policy as nursing services

5.3 Dialysis @ Home & ICU/CCU @ Home

These specialized services require advance booking and resource allocation. Cancellation policies are as follows:

• More than 48 hours before service: Full refund
• Between 24-48 hours before service: 50% refund
• Less than 24 hours before service: No refund

6. Pharmacy Delivery

6.1 Order Cancellation

• Before order is processed: Full refund
• After order is processed but before dispatch: 80% refund (20% processing fee)
• After order is dispatched: No cancellation, but return policy applies

6.2 Return & Refund Policy

• Prescription medicines cannot be returned or refunded unless there is a manufacturing defect or incorrect medication supplied
• Over-the-counter (OTC) products can be returned within 7 days of delivery if unopened and in original packaging
• Refunds for returned items will be processed within 7-14 business days
• Return shipping charges, if applicable, will be borne by the customer

6.3 Wrong/Damaged Items

If you receive wrong or damaged items, please report within 24 hours of delivery. We will arrange for replacement or full refund at no additional cost.

7. Nutrition & Wellness Services

7.1 Consultation Services

Nutrition consultations follow the same cancellation policy as virtual doctor consultations (see Section 2).

7.2 Meal Plans & Programs

• Before program starts: Full refund
• Within 7 days of program start: 70% refund
• After 7 days: No refund, but program can be paused for up to 30 days

8. Emergency SOS Services

Emergency SOS services are designed for critical situations and cannot be cancelled once activated. However:

• If the emergency service is activated by mistake, please contact our support team immediately
• False alarms or misuse of emergency services may result in service charges
• If emergency services are unavailable or delayed due to MyVaidh's technical issues, no charges will apply

9. Special Circumstances

9.1 Medical Emergencies

If you need to cancel due to a genuine medical emergency (hospitalization, accident, etc.), please contact our support team with relevant documentation. We will review your case and may provide a full refund or credit, subject to verification.

9.2 Service Provider Cancellation

If a doctor, nurse, or service provider cancels the appointment/service:

• You will receive a full refund or a free rescheduled appointment
• We will notify you as soon as possible and help you find an alternative provider
• No cancellation charges will apply

9.3 Force Majeure

In case of natural disasters, pandemics, government restrictions, or other force majeure events that prevent service delivery, MyVaidh will work with you to reschedule services or provide appropriate refunds/credits.

10. Promotional Offers & Discounts

For services booked using promotional codes, discounts, or special offers:

• Refunds will be calculated based on the amount actually paid (after discount)
• Promotional credits or vouchers used for booking are non-refundable in cash but may be restored to your account
• Special cancellation terms may apply to promotional bookings and will be clearly mentioned at the time of booking

11. How to Cancel or Request a Refund

11.1 Through the MyVaidh App

1. Open the MyVaidh app and log in to your account
2. Go to "My Appointments" or "My Bookings"
3. Select the service you wish to cancel
4. Tap on "Cancel" and follow the prompts
5. If eligible, refund will be processed automatically

11.2 Through Customer Support

You can also cancel or request a refund by:

• Calling our support team at +91 - 8700135938
• Emailing us at hi@myvaidh.com
• Using the in-app chat support feature

Please have your booking reference number ready when contacting support.

13. Dispute Resolution

If you are not satisfied with a refund decision or have concerns about our cancellation policy:

• Please contact our customer support team first to resolve the issue
• Provide all relevant details, including booking reference number, payment receipt, and reason for dispute
• Our team will review your case and respond within 5-7 business days
• If the issue remains unresolved, you may escalate it through our grievance redressal mechanism