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Refund Policy

Entity: Bharosa Neuro Psychiatry Hospitals Last Updated: January 2025 Payment Processor: Razorpay

Summary: This policy outlines our cancellation, rescheduling, and refund procedures for consultation fees paid through the Bharosa Hospitals app. All payments are processed securely via Razorpay.

1. Paid Services Covered

This refund policy applies to the following paid services within the Bharosa Hospitals app:

  • Video Consultations: Live video sessions with healthcare professionals
  • Voice Consultations: Audio-only sessions with healthcare professionals
  • Follow-up Consultations: Scheduled follow-up appointments
  • Package Bookings: Multi-session consultation packages (if applicable)

Note: The AI-powered chat feature provides informational and supportive guidance only and is available as part of the app experience. It does not involve paid consultations and is not covered under this refund policy.

2. Cancellation Policy

2.1 User-Initiated Cancellations

Cancellation Timing Refund Amount Processing Time
More than 24 hours before appointment 100% refund 5-7 business days
12-24 hours before appointment 75% refund 5-7 business days
6-12 hours before appointment 50% refund 5-7 business days
Less than 6 hours before appointment No refund Not applicable
No-show (missed appointment) No refund Not applicable

2.2 How to Cancel

You can cancel a scheduled consultation through:

  1. In-App: Navigate to "My Appointments" → Select appointment → "Cancel Booking"
  2. Email: Send cancellation request to contact@bharosahospitals.app with your booking ID
  3. Phone: Call +91 95050 58886 during business hours

3. Provider-Initiated Cancellations

If a healthcare professional cancels your scheduled consultation for any reason:

  • You will receive a 100% refund regardless of timing
  • You may alternatively choose to reschedule at no extra cost
  • We will notify you via app notification and email/SMS
  • Refund will be processed within 3-5 business days

4. Technical Issues & Service Interruptions

4.1 Eligible for Full Refund

  • Connection failure on our servers preventing the consultation
  • Agora video/voice service outage during scheduled appointment
  • App crash preventing access to scheduled consultation
  • Payment processed but consultation not booked due to system error

4.2 Not Eligible for Refund

  • Poor internet connection on user's end
  • User's device compatibility issues
  • User fails to join consultation on time
  • User's microphone/camera not working

To report technical issues, please contact us within 24 hours of the scheduled appointment with relevant details (screenshots, error messages, device information).

5. Rescheduling Policy

As an alternative to cancellation, you may reschedule your consultation:

  • Free Rescheduling: More than 12 hours before appointment (one time per booking)
  • Rescheduling Fee: Within 12 hours of appointment - ₹50 or 10% of consultation fee (whichever is higher)
  • Rescheduling is subject to provider availability
  • Rescheduled appointments must be within 30 days of original date

6. Refund Process

6.1 Payment Methods

Refunds will be processed to the original payment method used:

  • Credit/Debit Cards: 5-7 business days
  • UPI: 2-5 business days
  • Net Banking: 5-7 business days
  • Wallets: 1-3 business days

Note: Actual credit to your account may take additional time depending on your bank's processing time. Razorpay processes refunds, and timelines are subject to their policies.

6.2 Refund Confirmation

You will receive:

  • Email confirmation when refund is initiated
  • SMS notification with refund details
  • In-app notification with refund status
  • Razorpay refund reference number for tracking

7. Non-Refundable Items

The following are not eligible for refund:

  • Completed consultations where service was delivered as described
  • Platform or convenience fees (if applicable)
  • Late cancellations (less than 6 hours before appointment)
  • No-show appointments
  • Dissatisfaction with consultation advice (see Section 8)

8. Dispute Resolution

If you believe you are entitled to a refund that was denied, or have concerns about a completed consultation:

  1. Step 1: Contact our support team at contact@bharosahospitals.app within 7 days
  2. Step 2: Provide booking ID, transaction ID, and detailed explanation
  3. Step 3: Our team will investigate and respond within 5 business days
  4. Step 4: If unresolved, escalate to contact@bharosahospitals.app

For disputes related to payment processing, you may also contact Razorpay support directly with your transaction reference number.

9. Package & Subscription Refunds

If applicable, for multi-session packages:

  • Before First Session: 100% refund minus ₹200 processing fee
  • After First Session: Prorated refund for unused sessions minus processing fee
  • After 50% Sessions Used: No refund available

Package refunds must be requested within 30 days of purchase. Promotional or discounted packages may have different refund terms specified at the time of purchase.

10. Contact for Refund Requests

For all refund-related inquiries:

Response Time: All refund requests are reviewed within 2 business days. You will receive an acknowledgment email within 24 hours of submission.

11. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to this page. The "Last Updated" date at the top indicates the most recent revision. Your continued use of paid services after changes constitutes acceptance of the updated policy.

Bookings made before a policy change will be honored under the policy in effect at the time of booking.