Patient Refund & Cancellation Policy

This policy applies to online payments made through MedPresto for a patient token or appointment. It does not apply to clinic subscriptions; see the Clinic Subscription Cancellation & Refund Policy.

1. Scope

This policy applies only to payments processed through MedPresto for an appointment or queue token. Charges paid directly to a clinic, including cash or payments collected at the clinic, are governed by that clinic's own policies.

Eligibility is calculated against the scheduled visit start time. A token or appointment must be eligible for cancellation when requested; for example, a visit that has already started or has been completed may not be cancelled through MedPresto.

2. Patient cancellation and refund rules

• Four hours or more before the scheduled start time: the full amount paid through MedPresto is refundable.
• From one hour up to four hours before the scheduled start time: a full-payment booking is eligible for a refund of 75% of its booking-fee component. The platform-fee component is not refundable. A token-booking payment is not refundable in this period.
• Less than one hour before the scheduled start time, or after it begins: no refund is available.

The applicable amount is calculated when the cancellation is processed, not when the booking was made. MedPresto shows available refund information before a supported cancellation is confirmed.

3. Clinic cancellation, doctor no-show, and technical errors

If a clinic cancels a paid visit, the doctor does not attend as required for the visit, or a MedPresto technical error causes an eligible payment to be taken without the corresponding booking, MedPresto may initiate the applicable refund after reviewing the payment and visit records.

4. How refunds are returned

Approved online-payment refunds are initiated through Razorpay to the original payment method where possible. A refund may remain pending while the payment provider or bank processes it; MedPresto cannot control that processing time.

If you believe a refund was calculated or processed incorrectly, contact the clinic first or email grievance@medpresto.com with the booking or payment reference.

5. Rescheduling

Where MedPresto offers rescheduling, it is subject to clinic availability and the rules shown at that time. A reschedule does not itself create a refund entitlement. If rescheduling is unavailable, the cancellation rules above apply.

6. Medical services and clinic charges

MedPresto is a technology platform and does not provide the consultation or medical service. Questions about treatment, consultation outcomes, clinic fees not paid through MedPresto, or a clinic's own cancellation rules should be directed to the clinic.

7. Changes and statutory rights

We may update this policy by posting a new version and effective date. Nothing in this policy limits any non-waivable right available under applicable law.

8. Contact

For questions, refunds, or grievances: grievance@medpresto.com.