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Refund Policy

Refund Policy

Effective Date: July 2026 (v2 — adds Ask a Doctor per-question terms)

1. Consultation Payments

Consultation payments are non-refundable once a consultation session has started.

Once billing has commenced, charges incurred during the session are final and non-refundable.

2. Wallet Recharges

Wallet recharges are non-refundable except in cases of system error determined by Doctotalk administrators.

  • Wallet funds are for use on the Platform and cannot be converted to cash.
  • Signup bonus: A signup bonus is promotional credit and is not refundable. If it is not used within 15 days of the date you signed up, the unused part expires and is removed from your wallet. Money you recharged yourself is never removed.
  • If a system error results in an incorrect or duplicate charge, administrators will investigate and issue a correction.
  • Users may request a review by submitting a support ticket.

3. Failed Consultations

A refund may be issued at Doctotalk's discretion if:

  • Technical failure: A Platform issue prevented the consultation.
  • Doctor no-show: The Doctor accepted but failed to participate.
  • Billing dispute: A User was incorrectly charged (verified via session logs).

4. Refund Process

  • Approved refunds are credited to the User's wallet balance.
  • Refund requests must be submitted within 7 days of the transaction.
  • Doctotalk makes the final determination based on system logs.

5. Ask a Doctor (Per-Question Answers)

The "Ask a Doctor" feature lets you post a health question and receive a written answer from a verified doctor for a fixed per-question fee. The current fee is always shown before you pay and may be updated by Doctotalk from time to time.

  • New-user signup credit: New users receive a one-time ₹100 signup credit that is automatically applied to Ask a Doctor questions, allowing you to ask for free until the credit is used up. Once the credit is exhausted, the standard per-question fee applies. The credit has no cash value and is non-transferable and non-refundable.
  • Refund if unanswered: If no verified doctor answers your question within the applicable answer window, the per-question fee you paid is refunded to your wallet automatically.
  • Answered questions are non-refundable: Once a verified doctor has answered your question, the per-question fee is non-refundable, as the service has been delivered.

6. Booked Appointments (Booking Amount)

Where appointment booking is available, you pay a booking amount to reserve a time with a Doctor. The booking amount is held ("locked") against that appointment and cannot be spent elsewhere until the appointment is resolved. The Doctor's per-minute rate shown when you book is the rate that applies to the consultation, even if the Doctor later changes their rate.

  • Released when the Doctor accepts: During your booked slot, tap Consult Now to request the consultation. When the Doctor accepts, the booking amount is released into your wallet and the consultation is billed per minute at the booked rate.
  • Cancelled, declined or not confirmed: If you cancel before the slot begins, or the Doctor declines, cancels, or does not respond in time, the booking amount is returned to your wallet and you may keep it there or request a full refund to your original payment method.
  • Doctor does not answer: If you tried to reach the Doctor during your booked slot (including when the Doctor was offline or busy) and the Doctor did not accept before the slot ended, you are not charged. The booking amount is returned to your wallet and you may keep it there or request a full refund.
  • Forfeited if you do not attempt the consultation: If you do not request the consultation at all before your booked slot ends, the booking amount is forfeited and is not refundable, because the Doctor reserved that time for you. Doctotalk reviews each case. If the review finds the consultation did not take place because of the Doctor or a Platform fault, the booking amount is returned to your wallet; if you did not attend, it is paid to the Doctor for the reserved time (after commission and applicable taxes).
  • If you believe this is wrong: If you attended and the Doctor did not connect, submit a support ticket within 7 days of the appointment and we will review the session and call logs.

7. Contact

For refund inquiries, submit a support ticket or email support@doctotalk.com.