Refund & Cancellation Policy

1. Booking confirmation and the booking fee

When you book a Service, ₹249 is charged at the moment of confirmation (or ₹499 if you choose the full upfront option). This is the "booking fee." The booking is confirmed only after the booking fee is successfully captured.

2. Cancellation by you, before medic dispatch

You may cancel a booking at any time before our system marks a medic as "Dispatched." A medic is considered "Dispatched" the moment they accept the case and begin moving toward your address.

• Cancellations before dispatch receive a full refund of the booking fee.
• Refunds are processed to your original payment instrument within 5 to 7 working days, depending on your bank or wallet provider.

3. Cancellation by you, after medic dispatch

Once a medic has been dispatched, the booking fee (₹249) is non-refundable, as we have already committed clinician time and travel to your case.

• The remaining balance (typically ₹250) is not charged if the case is cancelled after dispatch but before the consultation begins.
• If the medic has arrived at your address but you decline the visit, only the booking fee is forfeited; the balance is not charged.

4. Cancellation by Sanocare

We may cancel or reschedule a booking in exceptional circumstances such as:

• Severe weather, civil unrest, or other safety conditions affecting the medic's ability to reach you safely.
• Unavailability of a qualified medic or doctor at the time slot you booked.
• Information provided at booking that suggests the case requires emergency care (which we are not equipped to deliver — see Emergency Disclaimer).

In all such cases, you receive a full refund to your original payment instrument.

5. Refund timelines

Refunds are initiated by Sanocare to your original payment instrument via Razorpay. Once initiated, the refund typically reflects in your account within:

• UPI: 1–3 working days
• Debit/credit card: 5–7 working days
• Net banking: 3–5 working days
• Wallets: 1–2 working days

If a refund hasn't reflected after 7 working days, please write to contact@sanocare.in with the booking ID and we will investigate.

6. Service issues and disputes

If you are dissatisfied with the quality of a Service delivered, please write to contact@sanocare.in within 7 days of the service date. We review each complaint individually and, where the complaint is upheld, may offer:

• A partial or full refund of the Service charge.
• A complimentary follow-up consultation.
• Other remedies appropriate to the case.

This complaint process is in addition to your statutory consumer rights under Indian law.

7. Lab tests and medicines

Refunds for lab tests are governed by the policies of the laboratory partner who processed the samples. Refunds for medicines are governed by the policies of the medicine retailer or e-pharmacy that fulfilled the order. We facilitate refunds where the issue is attributable to Sanocare's handling.

8. Disputes

If you dispute a charge with your bank, please first raise the issue with us at contact@sanocare.in. We aim to resolve disputes amicably; if that fails, the governing-law and jurisdiction terms in the Terms of Service apply.