Refund & Cancellation Policy

📜 1. Overview

At Health Expert Online (A Division of Sri Mrityunjayan Seva Foundation & BN Group), we are committed to transparency and patient satisfaction. This Refund & Cancellation Policy outlines the circumstances under which refunds, cancellations, or adjustments are applicable for:

• 🩺 Doctor consultations (video/audio/chat).
• 💊 Pharmacy orders (medicines, wellness products).
• 🧪 Lab test bookings & home sample collection.
• 🌿 Ayurveda & wellness packages.
• 🤖 AI Health Assistant (free service – no refunds applicable).

🩺 2. Consultation Fee Refunds & Cancellations

✅ Full Refund (100% of consultation fee)

• Doctor did not join within 15 minutes of scheduled slot and no alternative doctor provided.
• Technical failure from our platform.
• Duplicate payment for same consultation ID.
• Patient cancels before 2 hours of scheduled consultation time.

⚠️ Partial Refund / Credit Wallet (50% - 80%)

• Patient cancels within 30 minutes to 2 hours before → 70% refund as wallet credit.
• Doctor connects late but consultation takes place (delay <15 mins) → ₹50 coupon for next visit.
• Patient disconnects midway due to network issues → free re-connect within 4 hours.

❌ No Refund Scenarios

• Consultation completed successfully.
• Patient no-show or cancellation less than 30 minutes before slot.
• Disagreement with doctor’s medical opinion.
• “Instant consultation” where doctor responded within 5 minutes.

💊 3. Pharmacy Orders – Return & Refund

📦 Return Eligibility

• Wrong product delivered – full refund + free return pickup.
• Damaged / Expired product – photo evidence within 48 hours.
• Missing items – refund amount of missing products.
• Over-the-counter wellness products (unopened) can be returned within 7 days for store credit (15% restocking fee).

⚠️ Non-Returnable Categories

• Prescription medicines once delivered.
• Ayurvedic liquids, injectables, masks, cold chain products.

Refund requests: support@healthexpertonline.com or +91 79080 76311.

🧪 4. Diagnostic Lab Tests – Cancellation & Refund

🔬 Before Sample Collection

• Full refund if cancellation requested at least 2 hours before phlebotomist arrival.
• 85% refund if cancellation within 1 hour of slot.

🧫 After Sample Collection

• No refund if sample already collected and testing in progress.
• If lab unable to process due to insufficient sample: free re-test OR full refund.

💡 Tip: Premium Health Packages include free retest guarantee for abnormal parameters.

⭐ 5. Health Membership & Subscription Plans

• Within 7 days of purchase (and no services availed) – full refund minus ₹99 processing fee.
• After 7 days or any service utilized – membership non-refundable.
• Auto-renewal cancellations from profile; no refund for partial unused period.

🔄 6. How to Request a Refund? (Easy Steps)

1. Raise a ticket via “Help & Support” inside your Health Expert account.
2. Email refund team at refund@healthexpertonline.com with Order ID and reason.
3. Call patient helpline: +91 79080 76311 (9 AM – 8 PM IST).
4. Our team will review within 48 hours.
5. Approved refunds processed within 7 business days via same payment method or wallet credit.

⚖️ 7. Important Legal Disclaimer

• Refund decisions based on platform logs and medical ethics.
• Medical negligence claims must be escalated to Medical Council.
• No cash refunds; only bank transfers, UPI reversal, or wallet credits.
• Company reserves right to modify policy.

⏱️ 8. Refund Timelines at a Glance