Refund & Cancellation Policy

OduDoc ("we", "our", "us") wants every patient and hospital on the platform to feel confident transacting with us. This Refund & Cancellation Policy explains when refunds are available, how long they take, and how to request one. The policy covers consultations, pharmacy orders, and subscription payments.

OduDoc is a digital service. Every part of the platform — telemedicine consultations, the hospital admin panel, electronic medical records, e-prescriptions and reports — is delivered instantly over the internet through your web browser. There is no physical product and no shipment involved, so shipping charges never apply.

• Subscriptions activate immediately after a successful payment — your account is granted access the moment the transaction is confirmed.
• Telemedicine consultations are delivered online at the booked time via secure in-browser video; nothing is dispatched.
• Invoices, prescriptions and reports are generated as digital PDFs inside your dashboard.
• The only physically delivered items are medicines fulfilled by a partner pharmacy, which follow the Pharmacy Orders rules below.

We offer a generous, patient-first cancellation policy for consultations because we believe nobody should be charged for a service they didn't receive.

Medicines dispensed against a valid prescription generally cannot be returned for safety and regulatory reasons (Drug & Cosmetics Act, 1940). Refunds are available in the following situations:

• Wrong medicine dispatched — full refund or free replacement, your choice.
• Damaged or expired packaging on arrival — full refund + complimentary re-delivery.
• Order cancelled by the patient before the pharmacy marks it 'Preparing' — full refund.
• Pharmacy could not fulfil the order (drug unavailable) — full refund within 24 hours.
• Patient cancels after the order is dispatched — only the un-dispensed portion is refundable; dispensed medicines are non-returnable.

OduDoc offers Hospital plans on a monthly subscription basis after a free 30-day trial.

If your card was charged but no booking / prescription / order was created on OduDoc — or the same payment was deducted twice — the amount is automatically refunded to the original payment method within 5–7 business days. No request needed. Verify by checking your payment-method statement; if you don't see the refund after 7 business days, email [email protected] with the transaction id and we'll trace it.

Once a refund is approved, the time it takes to land back in your account depends on your payment method:

Refunds are issued only to the original payment instrument used at checkout. We are unable to redirect a refund to a different card, UPI id, or bank account.

There are three easy ways:

• Consultations the patient attended in full and accepted the prescription for.
• Medicines that have been dispensed and physically delivered, except in the cases listed under "Pharmacy Orders" above.
• Already-used months of a hospital subscription (current month is always served to its end).
• Service fees, taxes (GST), and platform charges that have been remitted to government authorities.
• Promotional credits and referral bonuses (these can only be redeemed against future bookings, never withdrawn as cash).

We hope to resolve every concern directly via support. If you remain unsatisfied with our refund decision, you can:

1. Escalate by emailing [email protected] — our Grievance Officer responds within 7 working days.
2. Lodge a complaint with your card issuer or bank (chargeback mechanism). We co-operate with all chargeback investigations.
3. For Indian customers: file a complaint via the National Consumer Helpline (1915) or the relevant state consumer forum.

We may update this policy from time to time to reflect new product capabilities or regulatory requirements. The "Last updated" date at the top of this page always reflects the current version. Material changes are announced via email to registered users at least 7 days before they take effect.