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LEGAL

Refund & Cancellation Policy

Last updated: 22 May 2026

1. Single session bookings

Free cancellation window

You can cancel any single session up to 4 hours before the scheduled time for a full refund.

Late cancellation

Cancellations within 4 hours of the scheduled time are non-refundable, as the physiotherapist or doctor has already blocked their time for you.

No-show

If you don't join the session at the scheduled time, no refund is provided. You can reschedule for a small fee within 7 days.

Provider cancels

If your physiotherapist or doctor cancels for any reason, you receive a 100% refund or the option to reschedule at no cost.

2. Subscription plans

Trial period

New subscription plans include a 7-day trial. You can cancel within 7 days for a full refund.

After trial

Subscription fees are non-refundable once the trial ends. You can cancel future renewals at any time from your account settings — your existing plan remains active until the end of the billing period.

Service interruption

If the platform is unavailable for more than 48 consecutive hours due to our technical issues, we will credit you a pro-rated refund for the affected period.

3. Home visit bookings

Cancel up to 6 hours before

Full refund.

Within 6 hours

50% refund — covers physiotherapist travel time already committed.

Physiotherapist no-show or cancels

100% refund + a complimentary credit for your next booking.

Patient absent at home visit time

No refund. You can reschedule at a discounted rate within 14 days.

4. AI assessment fee

The AI assessment is currently free. No refund applies. If we introduce paid AI features, refund terms will be added here.

5. Dissatisfaction with service quality

If you are genuinely dissatisfied with a session, contact us within 24 hours of the session. We will:

  • Review the session details and feedback.
  • Discuss with the assigned provider.
  • Offer either a full refund, a free re-do session with a different provider, or a credit — at our discretion based on the situation.

We resolve such cases within 7 working days.

6. How to request a refund

  1. Go to your account → Bookings → select the booking.
  2. Click “Request refund” and select the reason.
  3. For specific issues, email thesrijansharma@gmail.com with your booking ID.

7. Refund processing time

  • Approved refunds are initiated within 2 working days.
  • Refunds appear in your original payment method within 5-7 working days — bank processing times vary.
  • UPI refunds typically appear within 24 hours.
  • Credit/debit card refunds may take up to 7 working days depending on your bank.

If you don't see your refund after 10 working days, email thesrijansharma@gmail.com with your booking ID and transaction reference.

8. Non-refundable situations

Refunds are NOT available for:

  • Sessions completed in full (you received the service).
  • Disputes raised more than 7 days after the session.
  • Issues caused by your own internet or device problems during video calls.
  • Subscription periods already consumed before cancellation.
  • Fraudulent refund requests — we reserve the right to investigate and decline.

9. Chargebacks and disputes

Before initiating a chargeback with your bank or card issuer, please contact us at thesrijansharma@gmail.com. We aim to resolve all genuine concerns within 7 working days.

For unresolved disputes, you may approach the National Consumer Helpline (1915) or the relevant consumer dispute redressal commission under the Consumer Protection Act, 2019.

10. Contact

For any refund or cancellation question:

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