Refund & Cancellation Policy

Swasthy Health Technologies Private Limited

Version 1.1 · Effective 30 September 2026

This policy explains when a consultation fee is refunded. It forms part of the Terms of Service.

The principle is simple: if you did not receive a consultation, you do not pay for it.

1. When you are refunded in full

You receive a 100% refund in each of these cases:

No doctor accepted your case. We aim to have a Registered Medical Practitioner accept your case within 10 minutes of your payment. If that has not happened, our team steps in to find you a doctor while your case stays available to doctors, and the waiting screen lets you cancel at any time before a doctor accepts, for an automatic full refund. If nobody has accepted your case within 2 hours of your payment and you have not cancelled, we refund you in full without you asking. If notifications are on, you get one when a doctor is assigned or your refund is sent. A refunded consultation shows as Refunded in Past Visits. If you have not heard from us, email billing@swasthy.ai. For a review of lab reports your doctor ordered, we first give that doctor time to respond, so this can take longer.

You cancelled before a doctor accepted. You may cancel from the waiting screen at any time before a doctor accepts your case, however long you have waited. We send your full refund automatically. Once a doctor accepts, you can no longer cancel in the app.

A technical failure on our side prevented the consultation. If the Platform failed, for example the call would not connect, the case did not reach a doctor, or the prescription could not be issued, you are refunded in full.

You were charged twice. Any duplicate charge for the same consultation is refunded in full.

Payment was taken but no consultation was created. If money left your account and no consultation exists against it, we refund it in full.

The doctor passed your case to our team without signing anything. If the doctor passes your case to our team without signing a prescription or a lab test order, for example because your problem cannot be assessed remotely, our team reviews it. We either connect you to another doctor or refund you in full.

2. Once a doctor accepts your case

Once a doctor has accepted your case, you cannot cancel it in the app. That includes a case accepted after our 10-minute target: a consultation completed after a longer wait is a delivered consultation, and the fee stands. If you believe the delay caused you real difficulty, you may ask for a review under Section 5, and we consider it under Section 4.

If the doctor does not complete your consultation, email billing@swasthy.ai with your registered mobile number and the consultation date. We follow it up, and if your consultation cannot be completed, we refund you in full.

If the doctor asks you a question and you do not reply, the doctor may complete your consultation using what you have already given. That counts as a delivered consultation.

3. When you are not refunded

The consultation was delivered. Once a doctor has reviewed your case and signed a prescription or a lab test order, the service has been provided and the fee is not refundable.

This includes the case where the doctor orders tests and prescribes no medicine. That is a completed consultation.

You disagree with the diagnosis or the prescription. Disagreement is not a ground for refund. If you believe the care fell below standard, raise a grievance under Section 7; we will investigate it, and a refund may follow from that investigation.

You did not reply to the doctor. If the doctor asked you a question, you did not answer, and the doctor completed your consultation using what you had already given, the consultation was delivered.

You gave false information. No refund is due where the consultation could not proceed properly because the information you gave was untrue.

The medicine did not work as you hoped. Medicine carries no guarantee of outcome. This is not a refundable event, though you should certainly return to a doctor if you are not improving.

4. Partial refunds

We may issue a partial refund at our discretion where a consultation was substantially, but not wholly, impaired. For example, a video call failed and the consultation had to be completed by text.

Partial refunds are considered only on a request made under Section 5; the app does not offer them. Where we decide a partial refund is appropriate, our reply tells you the amount and the reason, and the app notifies you when the refund is sent, if notifications are on.

5. How to request a refund

Some refunds need no request from you. If you cancel before a doctor accepts, we send the refund at once. If nobody accepts your case within 2 hours (Section 1), or you were charged twice for the same consultation, we refund you without any request.

For anything else, email billing@swasthy.ai with your registered mobile number, the consultation date, the payment reference or UPI transaction ID, the reason, and any screenshots that help. We check every request against our records before deciding, to protect refunds from misuse. We refund at most once per consultation, always to the original payment method. We may decline a request that shows a pattern of misuse, and may restrict an account that repeatedly claims refunds without grounds. We acknowledge your request within 24 hours.

Please raise a refund request within 7 days of the consultation. We will still consider a later request, but the further away it is, the harder it becomes to establish what happened.

6. How long a refund takes

We acknowledge your request

Within 24 hours

We check your request and decide, and tell you the outcome with reasons

Within 24 to 48 hours

We instruct our payment gateway

As soon as we approve, within those 48 hours

The money reaches you

5 to 7 working days, depending on your bank

Refunds are always returned to the original payment method. We cannot refund to a different account, card or UPI ID. This is a payment-industry rule, not our preference.

For UPI, money usually returns within 3 to 5 working days. For cards, it may take a full billing cycle to appear on your statement.

If more than 10 working days have passed since we told you your refund was sent and nothing has arrived, contact us with the consultation date and we will chase it with the gateway.

7. If you disagree with our decision

Raise it with our Grievance Officer under the Grievance Redressal Policy. We acknowledge within 24 hours and resolve within 15 days.

Grievance Officer: grievance@swasthy.ai. Their name, phone number and postal address are in Contact & Company Information.

If you remain dissatisfied, you may approach a consumer forum under the Consumer Protection Act, 2019, or the National Consumer Helpline on 1915. Nothing in this policy limits your statutory rights as a consumer.

8. Follow-ups

A follow-up is started and paid for like any other consultation, at the fee set out in the Terms of Service. A review of lab reports your doctor ordered starts when you upload the reports. It is free if you upload them by the date shown in the app, and after that date the fee in the Terms of Service applies. A follow-up date your doctor suggests is a recommendation, not a booking, and nothing is charged until you start it. Once paid, a follow-up can be cancelled and refunded in the same way as any consultation.

9. Chargebacks

If you dispute a charge with your bank rather than with us, the gateway will freeze the amount while it investigates, and your account may be restricted until the dispute closes. Please come to us first. It is nearly always faster.

10. Changes

We may amend this policy. The policy that applies to a consultation is the one in force on the date you paid for it.

Contact: billing@swasthy.ai · full company details in Contact & Company Information