Refund & Cancellation Policy

Last updated: July 2025

This policy explains how cancellations and refunds are handled on the CareDirect platform. By using CareDirect and making payments through the platform, you agree to this policy.

1. Overview

CareDirect enables patients to book home visits with registered healthcare professionals. All payments are processed securely through Razorpay, a licensed payment aggregator regulated by the Reserve Bank of India. This policy applies to all bookings made through the CareDirect platform.

2. Cancellation by Patient

Patients may cancel a confirmed appointment at any time before the visit. Refund eligibility depends on how far in advance the cancellation is made relative to the scheduled appointment time:

• Cancellations made well in advance of the appointment are eligible for a full refund
• Cancellations made closer to the appointment time may be eligible for a partial refund
• Late cancellations or cancellations after the provider has departed may not be eligible for a refund

The specific refund amount, if applicable, will be communicated to you at the time of cancellation.

3. Cancellation by Provider

If a healthcare professional cancels a confirmed appointment, the patient will receive a full refund of the amount paid. CareDirect will make best efforts to help the patient rebook with an alternative provider.

4. Disputes

If you are dissatisfied with a completed appointment, you may raise a dispute within 48 hours of the visit. Disputes are reviewed by CareDirect and may result in a full or partial refund at our discretion, depending on the circumstances.

5. Refund Processing

Where a refund is approved:

• Refunds are processed to the original payment method used at the time of booking
• Refunds typically take 5-7 business days to reflect in your account, depending on your bank or payment provider
• You will receive a confirmation when the refund has been initiated

6. Non-Refundable Scenarios

Refunds may not be available in the following circumstances:

• The appointment was completed and no dispute was raised within the allowed timeframe
• The patient was unavailable or unreachable at the scheduled time and location
• The cancellation was made after the provider had already departed for the visit

7. Contact Us

For questions about refunds, cancellations, or payment-related issues, please contact us. When raising a query, include your transaction ID and the date of the appointment to help us resolve it faster.

Email: [email protected]