Refund Policy
We are committed to your satisfaction. Learn about our refund and cancellation policies for various services.
Last Updated: January 4, 2025
General Refund Policy
At Mayura Medical Care LLP (trading as myaidoctors), we strive to provide high-quality healthcare services. Our refund policy is designed to be fair and transparent. Refunds are processed based on the type of service and the timing of cancellation requests.
1. Doctor Consultation Refunds
Full Refund (100%)
- Cancellation made 24 hours or more before appointment
- Doctor cancels the appointment
- Technical issues prevent consultation (verified by our team)
- Doctor does not join within 15 minutes of scheduled time
Partial Refund (50%)
- Cancellation made 12-24 hours before appointment
- Patient requests to reschedule within this window
No Refund
- Cancellation made less than 12 hours before appointment
- Patient no-show (does not join consultation)
- Patient ends consultation early (after doctor has joined)
- Consultation already completed
2. Lab Test Refunds
Full Refund Conditions:
- Cancellation before sample collection
- Lab unable to collect sample or process test
- Test results significantly delayed beyond promised time (7+ days)
No Refund After:
- Sample has been collected
- Test processing has begun
- Results have been delivered
Note: If you are unable to provide a sample on the scheduled date, you can reschedule once at no additional charge within 7 days.
3. Pharmacy & Medication Refunds
Eligible for Refund:
- Wrong medication delivered (must be reported within 24 hours with photo proof)
- Damaged or expired medications received
- Order not delivered within promised timeframe
- Cancellation before order is dispatched
Not Eligible for Refund:
- Prescription medications (once delivered, as per drug regulations)
- Opened or tampered packaging
- Changed mind after delivery
- Incorrect address provided by patient
Important: Due to health and safety regulations, prescription medications cannot be returned or refunded once delivered, except in cases of wrong medication or manufacturing defects.
4. Subscription Plans & Packages
Monthly Subscriptions:
- Pro-rated refund available within first 7 days
- After 7 days, no refund but you can cancel for next billing cycle
- Cancellation takes effect at the end of current billing period
Annual Subscriptions:
- Full refund if cancelled within 14 days and no services used
- Pro-rated refund (minus processing fee) if cancelled within 30 days
- After 30 days, no refund but remaining months can be used
Wellness Packages:
- Refund for unused services if cancelled within validity period
- Processing fee of ₹500 applies to all package refunds
- Individual services already availed will be charged at regular rates
5. Refund Process & Timeline
How to Request a Refund:
- Log in to your account
- Go to "Order History" or "My Appointments"
- Select the service and click "Request Refund"
- Provide reason and any supporting documents
- Submit request for review
Processing Timeline:
Review (1-3 business days)
Our team reviews your refund request
Approval Notification
You'll receive email confirmation if approved
Refund Processing (5-7 business days)
Amount credited to original payment method
Bank Processing (3-5 business days)
Time for refund to appear in your account
Total Time: Expect 7-15 business days from request to credit in your account
Refund Methods:
- Original payment method (credit/debit card, UPI, wallet)
- Bank transfer (if original method unavailable)
- Store credit (optional, with 10% bonus)
6. Special Cases & Exceptions
- Emergency Services: Not eligible for refunds once initiated
- Diagnostic Procedures: Refunds considered on case-by-case basis
- Third-Party Services: Subject to partner's refund policy
- Promotional Offers: Discounts may be deducted from refund amount
- Medical Emergencies: Full refunds with valid documentation
Need Help with a Refund?
Our customer care team is here to assist you with any refund-related queries:
Phone Support
+91 91050 56999 / +91 91050 56999
Mon-Sat: 9 AM - 6 PM IST
Customer Care Portal
Visit /customer-care for instant support