Refund & Cancellation Policy

Effective date: 9 November 2026 · This page explains, in simple words, what happens to your money. It is part of our Terms & Conditions.

What you pay

Each booking has three parts: the consultation fee (set by the clinic, hospital or pharmacy), a small platform fee (set by DoctorOne), and GST on the platform fee. You see the total before you pay.

If you reschedule

Rescheduling is free. You can move your booking to another session of the same doctor at the same place, any time until the session starts, if a seat is free. You do not pay again.

If you cancel

• You can cancel up to 2 hours before the session starts.
• You get the consultation fee back. The platform fee and the GST on it are not refunded.
• If you do not come to a confirmed session, there is no refund.

If the doctor or the clinic cannot keep the appointment

• Clinic cancels or closes the day: your booking is cancelled and you get the consultation fee back.
• Doctor marks themselves unavailable: you can reschedule, or cancel any time before that session starts and get the consultation fee back.
• Doctor or clinic did not turn up: raise a complaint from My support tickets in the app, from the session start time until 24 hours after the session ends. If it is accepted, you get the consultation fee back.

Paid twice, or paid but the seat was gone

• If you were charged twice for one booking, the extra payment is refunded in full.
• If your payment arrived after the 10-minute hold ended and the session is full, your booking is not confirmed. You can move it to another session, or ask support for a refund of the consultation fee.

How refunds are paid

Refunds go back to the same payment method you used. It usually takes 5 to 7 working days, depending on your bank or payment provider. You will get a message when the refund is sent.

Verified badge fee (doctors and clinics)

The Verified badge costs Rs 500 per year, including taxes. If a badge request is rejected, you can ask support for a refund of that fee.

Changes to this policy

DoctorOne (Anahata) may change, update or remove any part of this policy at any time. The version on this page, with its effective date, is the current one. All rights reserved.

Need help?

Write to us at [email protected], or raise a ticket from My support tickets in the app.