Refund Policy

Refunds for telemedicine appointments are based on how far in advance the cancellation is made:

• 4 hours or more before the slot: Full refund.
• 1-4 hours before the slot: 50% refund.
• Less than 1 hour before the slot: No refund. The treating doctor may exercise discretion and approve a full or partial refund in exceptional circumstances.

Refund decisions for discretionary cases are communicated within 24 hours of the appointment time.

Refund and cancellation terms for in-clinic appointments are set by the individual clinic and may vary. The applicable policy is displayed on the booking confirmation screen before you complete payment.

Clinvo Health does not override or guarantee clinic-specific refund policies. For disputes regarding in-clinic booking refunds, contact the clinic directly. If the clinic is unresponsive, you may escalate to us at [email protected].

If a telemedicine session ends prematurely due to a technical failure (network drop, platform error), the treating doctor will review the session within 24 hours and determine one of the following outcomes:

• Full refund: Session could not be conducted and no clinical value was delivered.
• 50% refund: Partial consultation was completed before the interruption.
• No refund: The full consultation was completed before the technical issue occurred.

The patient is notified of the decision via the platform and by email. Clinvo's determination is final for platform-attributed failures.

If a patient fails to join a telemedicine session within 10 minutes of the scheduled start time, the appointment is marked as a no-show. No refund is issued for no-shows.

If a doctor fails to appear for the scheduled appointment, the patient receives a full refund automatically. The appointment is rescheduled or cancelled at the patient's discretion.

All refunds are coordinated by the clinic or Clinvo (as applicable based on the booking type). Once a refund is approved:

• Payment reversal is initiated within 1-2 business days of approval.
• The refund appears in the original payment method (UPI, debit card, credit card) within 5-7 business days, depending on the payment provider.

Refunds are returned to the original payment method only. We do not issue refunds via an alternate payment instrument.

If you believe a refund has been incorrectly denied or not processed, contact us:

Email: [email protected] Subject line: Include your booking reference number.

We will acknowledge your query within 1 business day and resolve it within 5 business days. If the dispute involves the treating clinic's policy, we will facilitate communication but cannot override the clinic's contractual terms.