Cancellation & Refund Policy

Telehealings Refund Policy have been introduced to ensure you always get to connect to the doctor you've booked an appointment with, through Telehealings platform. If you are unable to connect your doctor, you stand eligible for a refund e-voucher subject to, at all times, the terms and conditions mentioned herein below ("Refund Claim").

In the event that, the Practitioner with whom User has booked a paid appointment via the Website or App, has not been able to meet the User, User will need to write to us at support@telehealings.com within five (5) days from the occurrence of such event; in which case, the entire consultation amount as paid by the user will be refunded within the next five (5) to six (6) business days in the original mode of payment done by the User while booking. In case where the User, does not show up for the appointment booked with a Practitioner, without cancelling the appointment before 24 hours of the scheduled time, the amount will not be refunded. However, where cancellation charges have been levied (as charged by the Practitioner/Practice), you would not be entitled to complete refund even if you have cancelled before 24 hours.

Users will not be entitled for any refunds in cases where, the Practitioner is unable to meet the User at the exact time of the scheduled appointment time and the Practitioner suggests to reschedule for the next availability, irrespective of the fact whether the User is required to reschedule at their next convenient time or choose to not obtain the medical services from the said Practitioner.

Refund Claims are applicable only on appointments made using 'Book Appointment' button on Telehealings.com or Telehealings App. Refund claim requests will only be accepted within 5 days from the scheduled appointment date.

E.g. If the Practitioner, you booked an appointment with, cancels or doesn't turn up on 15 Jan 2021, then claim made till 20 Jan 2021 will be valid. Appointment ID must match with the registered mobile number / email id of the User.

How to claim the refund voucher?

1. Write to us at support@telehealings.com
2. Provide your appointment ID
3. If your appointment qualifies for a Refund Claim, post verification by our team we will send the voucher to your registered email ID.

What do I need to know

Refund claim is valid under following circumstances:

1. You initiated the call and the practitioner / doctor you scheduled the appointment with is unavailable without prior notice within the scheduled appointment time period.
2. Your appointment has been cancelled within 2 hours of the scheduled appointment time by the practitioner / doctor without rescheduling the appointment for the same day.
3. Your appointment has been rescheduled (postponed) to the next day or later, within 2 hours of your original appointment time.
4. Your appointment has been rescheduled (preponed) to a time that is more than 60 mins prior to your original appointment time, and the rescheduling is done within 2 hours of your original appointment time.

E.g. If your original appointment is on 8 Jan 2021 - 1 p.m, and it is rescheduled (rescheduling is done anytime between 11 am - 1 pm ) to a time prior to 8 Jan 2021 - 12:00 p.m.

Refund claim is NOT valid under following circumstances

1. Your appointment is cancelled or rescheduled, due to your personal reasons or unavailability.

E.g. If you/your friends/family cancel or reschedule due to any reason.

E.g. If anyone from practice/the Practitioner, you booked an appointment with, cancels or reschedules on your behalf or as per your request, and not due to Practitioner’s unavailability.

1. Your appointment has been cancelled more than 2 hours prior to your original appointment time.
2. Your appointment has been rescheduled to a later time on the scheduled appointment day.
3. You are required to wait, even after the appointment time slot has started, to be consulted by the Practitioner. Such claims will be valid if wait time is more than 2 hours.
4. You have booked an appointment within last 2 hours of the appointment time and you are informed of any cancellation or rescheduling of appointment within 15 mins of the booking time.
5. You have received 2 Refund claims in the past 45 days. (45 days counted from day of first appointment for which refund claim was paid).
6. You have been provided with refund claim for an appointment in a practice for a particular day.
   1. E.g : You have an appointment with Dr. Melanne at 10:00 a.m, 15 Jan 2021 and you have received a guarantee claim for this, then if there is an appointment for you with Dr. Jade at 14:00 p.m, 15 Jan 2021 a refund claim for this appointment will not be considered.
7. Your appointment is on a holiday, or national / state-wide shutdown (planned or unplanned) like strikes, bandhs etc.
8. You are unable to connect the call at your confirmed appointment time
9. In adverse cases beyond the reasonable control of the Practitioner like acts of god, nature - flood, fire, etc., when Business-As-Usual is not possible.

Only one voucher is valid for any registered mobile number, for a particular doctor for an appointment on a particular day.

The Refund Claim voucher will only be issued in the name of the registered User who booked the appointment.

The e-gift voucher can neither be transferred to someone else nor can it be redeemed for cash.

Telehealings reserves the right to not offer this guarantee to patients with repeated instances of 'patient no show' post booking appointment and suspected fraud patients.

The above mentioned specific terms relating to Telehealings Refund policy are without prejudice to the rest of the Terms and Conditions and the Privacy Policy available on the Telehealings website / Application.

Telehealings reserves the right to make the final decision in the case of a conflict. Telehealings reserves the right to revoke Refund policy without any prior notice.