Refund and cancellation policy

1. Medicine orders — cancellation

• Before the chemist accepts, or after acceptance but before the chemist starts preparing your order: cancel free of charge in the app.
• After the chemist starts preparing: a cancellation fee set by the chemist may apply. It is shown to you before you confirm cancellation and is paid to the chemist.
• After dispatch: the order cannot be cancelled. You may refuse it at the door only if the seal is broken or the package is visibly damaged; otherwise a refused delivery is treated as a failed delivery caused by you (see the Delivery Policy).
• The chemist may cancel if a medicine cannot be supplied or the prescription is found invalid. You then receive a full refund of any amount paid for the items not supplied.

2. Medicine orders — returns and refunds

Medicines cannot be returned for change of mind. Under the Drugs and Cosmetics Act, 1940 and for patient safety, dispensed medicines, especially those needing refrigeration, cannot be restocked.

You may raise a claim within 48 hours of delivery, with a photo, if you received: a wrong medicine, strength or quantity; a damaged, leaking or tampered item; an expired or near-expiry item; or a package whose seal was broken. We compare your claim with the dispatch record (pack photo, seal ID, batch and expiry) and decide within 24 hours. The chemist may contest; the decision is recorded. If upheld, you receive a refund or a correct replacement, at your choice where the chemist can supply it.

Claims about the effect of a medicine are clinical matters for your doctor and, where relevant, the chemist and the manufacturer. For U will pass on the details, but they are not refund claims.

3. Laboratory tests

• Cancel free of charge before the collector sets out. After that, the home collection fee is paid to the laboratory; the test amount is refunded.
• If the collector cannot collect because you were not available at the agreed slot, the collection fee is not refunded.
• If a sample is spoiled or rejected because of collection or transport, the laboratory re-collects free of charge. If you do not want re-collection, the test amount is refunded.
• If the laboratory cannot perform a booked test, the amount for that test is refunded in full.

4. Teleconsultations

• If the doctor does not join the consultation, the fee is refunded automatically.
• If you do not join within 10 minutes of the scheduled start, the fee is not refunded.
• If the doctor decides you should be seen in person, the fee becomes credit for a visit to that doctor's clinic.
• If the doctor ends the call and advises emergency care, the fee is refunded.
• A consultation that took place is not refundable because of dissatisfaction with medical advice; raise such concerns with the Grievance Officer, who will pass them to the doctor.

5. Clinic bookings and subscriptions

Booking a place in a clinic queue is free. Consultation fees paid at the clinic are collected and refunded by the clinic under its own policy.

Doctor subscriptions may be cancelled at any time; they end at the close of the paid period and are not refunded for partial periods, except where the law requires.

6. How and when refunds are paid

Refunds are paid to the original payment method, as required by the Reserve Bank of India's directions for payment aggregators, unless you choose another account in your own name where that is permitted. Refunds for clear cases are started automatically. After we start a refund, money usually reaches you in 1 to 3 working days for UPI and 5 to 7 working days for cards, depending on your bank. For cash-on-delivery orders, refunds are made to a bank account or UPI ID in your name.

Payment-method charges shown before payment are refunded together with the amount they were charged on.

7. Misuse

We may refuse refunds, and suspend accounts, where there is evidence of fraud, repeated false claims, or misuse of cancellations or cash on delivery.

8. Questions

Contact our Grievance Officer (see the Grievance Officer page). Nothing in this policy limits any right you have under the Consumer Protection Act, 2019.