1. Scope

This Refund Policy applies to consultation fees and wallet top-ups paid through the platform. All amounts are in Indian Rupees (INR).

2. Cancellation by you

• More than 24 hours before the appointment: full refund of the consultation fee.
• Between 4 and 24 hours before: 75% of the consultation fee is refunded.
• Less than 4 hours before, or no-show: no refund, as the provider has reserved the slot.

3. Cancellation by the provider

If a provider cancels, or does not join a scheduled video or chat consultation within 15 minutes of the start time, you receive a full refund. You may instead choose to reschedule at no extra cost.

4. Technical failure

If a video or chat consultation could not take place because of a verified technical failure on our side, the full fee is refunded or the consultation is rescheduled, at your choice.

5. How refunds are made

Refunds are credited to your platform wallet within 24 working hours. If you ask for the amount to be returned to the original payment method, it is processed within 5 to 7 working days, and the time taken for the amount to appear in your account depends on your bank or card issuer.

6. Wallet top-ups

Amounts added to the wallet may be used for any booking on the platform. A withdrawal of an unused wallet balance to your bank account may be requested through customer support and is processed within 7 working days after verification.

7. Non-refundable items

Diagnostic tests already performed, medicines already dispatched, and completed consultations are not refundable. Convenience or gateway charges, where separately disclosed, are not refunded.

8. Raising a refund request

Write to refunds@doczay.com or call 1800 200 4567 with your booking ID. We acknowledge requests within 24 hours and resolve them within 7 working days.