This Cancellation & Refund Policy ("Policy") applies to all services booked or purchased through the HealthFora website and mobile application ("Platform"), including doctor consultations, laboratory tests, the AI subscription plans, and pharmacy partner services. By booking a service or making a payment on HealthFora, you agree to the terms of this Policy.
1. Doctor Consultations
1.1 Payment & Booking
- For bookings made more than 12 hours before the appointment, your payment is authorized at the time of booking and held until the day of the consultation. Your appointment is confirmed immediately.
- For bookings made 12 hours or less before the appointment, payment is charged immediately at the time of booking.
- For advance bookings, the authorized amount is automatically charged on the day of the consultation — by 8:00 AM, or at least 2 hours before your appointment, whichever is earlier.
1.2 Cancelling Before Charge
If you cancel your appointment before your payment has been charged, no amount is deducted and no refund is necessary.
1.3 Cancellation & Refund Schedule
Once your payment has been charged, refunds for cancellations are processed as follows:
| Time of Cancellation |
Refund |
| More than 2 hours before the consultation |
Full refund, minus a 3.5%–4% payment gateway and platform processing charge. |
| Between 30 minutes and 2 hours before the consultation |
Partial refund. At least 60% of the amount is retained as a convenience charge. |
| Less than 30 minutes before the consultation, or a no-show |
No refund. |
If you do not join the consultation within the permitted waiting period, it will be treated as a no-show, and no refund will be issued.
1.4 Cancellations by the Doctor
If the doctor cancels, fails to join within a reasonable time, or HealthFora or the provider is otherwise unable to supply the booked consultation for reasons not attributable to you, you may choose a full refund or, where available, a rescheduled consultation at no additional consultation charge.
1.5 Technical Issues
Where a consultation cannot be completed because of a technical failure attributable to the HealthFora platform or its service infrastructure, and the issue is reasonably verified through platform records or other available evidence, you may choose a full refund or a one-time reschedule at no additional consultation charge. A refund will not be denied solely because platform records are inconclusive where other credible evidence reasonably establishes the failure.
1.6 Rescheduling
- You may reschedule an appointment once, subject to your doctor's availability.
- Reschedule requests must be made at least 2 hours before your scheduled consultation.
- Your new appointment must be scheduled within 72 hours of the original appointment time.
If no suitable slot is available within this window, you may keep your original appointment or cancel it under the policy in Section 1.3.
2. Laboratory Tests
- A laboratory-test order may be cancelled in accordance with the cancellation terms disclosed before payment. Once the sample has been collected and the collection has been verified through the applicable process, including OTP verification where used, the order will ordinarily be non-cancellable and non-refundable because performance of the Service has commenced.
- The above restriction does not apply where a refund, repeat test or other remedy is required because the sample is lost, compromised or improperly handled; the wrong test is performed; the test cannot be processed; the result is not delivered as agreed; the Service is materially deficient or not as represented; or applicable law otherwise requires a remedy. Any partner-specific laboratory terms apply only to the extent they are consistent with applicable law and this Policy.
3. AI Subscription Plans
- Paid AI subscription plans may be offered for a stated Billing Period and may renew automatically where the User has expressly selected or authorised recurring billing. Before purchase, HealthFora will disclose the subscription price, billing frequency, renewal mechanism, material features, and the manner and effect of cancellation.
- You may cancel a recurring subscription through the cancellation mechanism made available for the relevant plan. Unless otherwise stated at purchase, cancellation stops future renewals and access continues until the end of the already-paid Billing Period. Fees for a Billing Period that has already commenced are ordinarily non-refundable on a pro-rata basis, except where the Service is materially deficient, was not supplied as agreed, a refund is required under applicable consumer law, or HealthFora expressly agrees otherwise.
- Recurring payment mandates will be processed through the applicable bank, card network, payment system or payment service provider in accordance with the Reserve Bank of India framework applicable to e-mandates and recurring transactions, including applicable pre-debit notification and mandate withdrawal requirements. HealthFora will not represent a payment-processing mechanism differently from the mechanism used by its payment service provider.
- A disputed refund request relating to an AI subscription will not be finally rejected solely through an automated process where material facts are contested. A User may seek review through the grievance mechanism stated below.
4. Pharmacy Partner Services
- Where medicines or other products are supplied by an identified pharmacy or other third-party Partner, cancellation, return and refund requests may also be subject to that Partner's disclosed terms and to applicable pharmaceutical, consumer and other laws. Partner-specific terms apply only to the extent they are consistent with applicable law and do not limit any statutory right or remedy available to the User.
- HealthFora's role in a particular pharmacy transaction, including whether it acts as a marketplace, facilitator or otherwise, will be described in the applicable Terms of Use or transaction flow. No platform fee, commission or other contractual allocation between HealthFora and a Partner will defeat a refund or other remedy that must be provided because goods or services are defective, incorrect, spurious, deficient, unlawfully supplied, not as agreed, or otherwise subject to a mandatory consumer remedy.
5. Service Deficiency and Statutory Refunds
Irrespective of any "non-refundable" or cancellation provision in this Policy, HealthFora will provide or facilitate the remedy required by applicable law where a Service is deficient, not provided as agreed or advertised, materially defective, incorrectly supplied, or otherwise falls within a circumstance in which a refund, replacement, repeat performance or other consumer remedy is mandatory. This clause is intended to preserve rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, including protections against unfair contracts and unfair trade practices.
6. How Refunds Are Processed
- Approved refunds will be initiated to the original payment method, unless another method is required by law or agreed with the User. HealthFora will ordinarily initiate an approved refund within 5–7 business days after approval. The time taken for the amount to be credited after initiation may depend on the bank, card network, payment system or payment service provider and may therefore vary.
- Any deduction from a refund, including a non-refundable payment-processing charge, will be applied only where it was clearly disclosed before payment, accurately reflects the applicable charge or formula, and is permissible under law. HealthFora will not use an undisclosed percentage range or an undisclosed fee to calculate a deduction.
7. Personal Data Used for Cancellations and Refunds
- Personal data processed in connection with cancellations, rescheduling, refunds, payment verification and grievance handling will be handled in accordance with HealthFora's Privacy Notice and applicable data-protection law. HealthFora will seek only information reasonably necessary to process or verify the request and will not ordinarily require medical records or identity documents for a routine cancellation unless genuinely necessary for the transaction, fraud prevention, legal compliance or dispute resolution.
- HealthFora will maintain its privacy and data-governance processes in line with the Digital Personal Data Protection Act, 2023 and the Digital Personal Data Protection Rules, 2025 as and when the relevant provisions become operative under their notified staged commencement framework.
8. Fair Presentation and Cancellation Process
Material fees, cancellation consequences, recurring-payment terms and no-refund conditions will be presented clearly before the User pays. HealthFora will not intentionally obscure a material charge, use a misleading description for a cancellation charge, or make cancellation unnecessarily difficult compared with subscription or booking, having regard to applicable consumer-protection requirements and the CCPA Guidelines for Prevention and Regulation of Dark Patterns, 2023.
9. Applicable Legal Framework
- This Policy is intended to operate consistently with the Consumer Protection Act, 2019, including the unfair-contract principle in section 2(46); the Consumer Protection (E-Commerce) Rules, 2020, as amended; the Consumer Protection (General) Rules, 2020, where applicable; the CCPA Guidelines for Prevention and Regulation of Dark Patterns, 2023; the Reserve Bank of India framework governing e-mandates and recurring transactions; the Digital Personal Data Protection Act, 2023 and Digital Personal Data Protection Rules, 2025 in accordance with their notified commencement; and applicable telemedicine, healthcare, laboratory, pharmacy, payment and state-specific requirements to the extent relevant to the Service and HealthFora's legal role.
- Telemedicine and professional rules applicable to registered medical practitioners govern clinical practice, identity, consent, prescriptions and professional responsibility and are not displaced by this Policy. Likewise, any statutory or professional duty applicable to HealthFora, a doctor, laboratory, pharmacy or other Partner continues to apply notwithstanding any contractual allocation of responsibility.
10. Grievance Redressal and Contact
- For cancellation, refund or billing assistance, please contact HealthFora at: support@healthfora.in. Where applicable under consumer and e-commerce law, HealthFora will publish the name, designation and contact details of its Grievance Officer on the Platform and will acknowledge and resolve complaints within the timelines prescribed by applicable law.
- If you dispute a cancellation charge, refund denial or service-deficiency determination, you may request a reasoned review through the grievance mechanism. Nothing in this process prevents you from exercising any remedy available under applicable law.