Refund and cancellation policy

This policy explains how cancellations and refunds work for payments you make on PriorityHealth24: doctor consultations, lab tests with home sample collection, and membership plans. It forms part of our Terms of Use.

If you pay a doctor, clinic or lab directly, outside PriorityHealth24, their own refund policy applies. Payments between PriorityHealth24 and its partners are covered by partner agreements, not this policy.

• Cancel at least 2 hours before your appointment starts and we refund the full consultation fee.
• If you cancel later than that, or don't join or arrive, the doctor has kept that time for you, so the fee isn't refunded. You can reschedule once, free, to a slot within 7 days.
• If the doctor cancels, doesn't turn up, or starts more than 30 minutes late, you can choose a full refund or a free reschedule with the same or another doctor.
• For video consultations, if the call can't happen because of a technical problem on our side or the doctor's, we treat it as a cancellation by the doctor.
• Refunds can't be given because you disagree with a doctor's medical opinion. If you have concerns about the care you received, contact our Grievance Officer and we will look into it with the doctor.

• Cancel at least 1 hour before your collection slot and we refund the full amount.
• Once your sample has been collected, the lab has started work on it, so the test isn't refundable.
• If the phlebotomist doesn't arrive, or is more than 30 minutes late, you can choose a full refund or a free new slot.
• If the lab can't process your sample, for example because it was damaged, insufficient or lost, we arrange a free recollection, or a full refund if you prefer.
• If you weren't able to follow the preparation instructions shown when you booked (such as fasting, where needed), tell the phlebotomist before collection and reschedule instead. Tests on samples collected against the instructions aren't refundable.
• If your report is delayed beyond the time shown when you booked, contact us and we will follow up with the lab.

• If you cancel within 7 days of first joining, we refund your first payment in full. This applies once per person.
• After that, you can cancel at any time. Cancelling stops future payments, and your benefits continue until the end of the period you have already paid for. We don't refund part-used periods.
• Discounts you have already used on tests or consultations are not charged back if you cancel.
• If we change a plan's price, we will tell you before your next payment, and you can cancel before it's charged.

• Cancel from your account, where available, or message us on WhatsApp with your booking reference.
• The time of cancellation is when we receive your request. You will get a confirmation on WhatsApp or email.
• You don't need to give a reason, and we don't charge a fee for cancelling within the times above.

WhatsApp

90000 00000

Email

[support@your-domain]

• Refunds go back to the payment method you used, such as UPI, card, net banking or wallet. We can't refund to a different account.
• We start refunds within 2 business days, and your bank usually shows the money within 5–7 business days after that.
• If a refund hasn't reached you after that time, contact us with your booking reference and we will share the transaction reference so you can check with your bank.
• Payment gateway or bank charges are not deducted from refunds you are entitled to under this policy.

If you're unhappy with a cancellation or refund decision, contact our Grievance Officer. We will acknowledge your complaint within 24 hours and aim to resolve it within 15 days. This policy doesn't affect your rights under the Consumer Protection Act, 2019, including your right to approach a Consumer Commission.

We may update this policy when our services or the law change. The version shown when you made your booking or payment applies to that booking or payment.