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Cancellation & Refund Policy

Last Updated: November 18, 2025

1. Cancellation Policy

1.1 Cancellation by Patient

Patients may cancel their appointments according to the following timelines:

• More than 24 hours before appointment: Full refund eligible (minus payment gateway charges)
• 12-24 hours before appointment: 50% refund of consultation fee
• Less than 12 hours before appointment: No refund
• No-show: No refund

1.2 How to Cancel

To cancel an appointment:

1. Log in to your DocOnTime account
2. Navigate to "My Appointments"
3. Select the appointment you wish to cancel
4. Click on "Cancel Appointment"
5. Confirm your cancellation
6. You will receive a cancellation confirmation email

1.3 Cancellation by Doctor

If a doctor cancels your appointment for any reason:

• You will receive immediate notification via email and app notification
• Full refund will be processed automatically within 5-7 business days
• You will be given priority rebooking options with the same or alternative doctor

1.4 Emergency Cancellations

In case of genuine medical emergencies or unforeseen circumstances, please contact our customer support at support@codeaj.com with relevant documentation. Cancellations will be reviewed on a case-by-case basis.

2. Refund Policy

2.1 Refund Eligibility

Refunds are processed according to the cancellation timeline mentioned above. You are eligible for a refund in the following cases:

• Cancellation by patient within the eligible timeframe
• Cancellation by doctor
• Technical issues preventing appointment fulfillment
• Duplicate payment
• Service not rendered as promised

2.2 Refund Processing Time

Once your refund request is approved:

• Refund initiation: Within 24-48 hours of approval
• Credit/Debit Card: 5-7 business days
• Net Banking: 5-7 business days
• UPI: 3-5 business days
• Digital Wallets: 24-48 hours

2.3 Refund Method

Refunds will be processed to the original payment method used for the transaction. We do not offer refunds through alternative payment methods.

2.4 Payment Gateway Charges

For cancellations made more than 24 hours before the appointment, a nominal payment gateway processing fee (approximately 2-3% of transaction value) may be deducted from the refund amount as per Razorpay's policies.

3. Non-Refundable Items

The following are not eligible for refunds:

• Cancellations made less than 12 hours before the scheduled appointment
• No-show appointments (when patient doesn't attend without cancellation)
• Service fees or convenience charges (in certain cases)
• Appointments where the patient arrived late and the doctor could not accommodate
• Completed consultations

4. Rescheduling Policy

4.1 Free Rescheduling

You may reschedule your appointment once free of charge if requested:

• More than 24 hours before the original appointment time
• Subject to doctor availability

4.2 How to Reschedule

1. Log in to your DocOnTime account
2. Go to "My Appointments"
3. Select the appointment to reschedule
4. Click "Reschedule"
5. Choose a new available time slot
6. Confirm your new appointment

4.3 Rescheduling Limitations

If you need to reschedule less than 24 hours before your appointment, this will be treated as a cancellation and the standard cancellation policy will apply.

5. Refund Request Process

To request a refund:

1. Contact our customer support at support@codeaj.com
2. Provide your booking ID and reason for refund
3. Include any supporting documentation if applicable
4. Our team will review your request within 24-48 hours
5. You will receive an email confirmation once the refund is approved
6. Refund will be processed according to the timeline mentioned above

6. Disputed Charges

If you notice any unauthorized or incorrect charges:

• Contact us immediately at support@codeaj.com
• Provide transaction details and booking reference
• We will investigate within 48 hours
• If the charge is found to be in error, a full refund will be processed immediately

7. Failed Transactions

If payment is deducted from your account but the appointment is not confirmed:

• The amount will be automatically refunded within 24-48 hours
• If you don't receive the refund within this timeframe, contact support with transaction details
• We will coordinate with Razorpay to resolve the issue promptly

8. Partial Services

If you receive only partial service due to circumstances beyond your control:

• You may be eligible for a partial refund
• Contact customer support within 24 hours of the appointment
• Provide details of the issue
• Our team will review and determine appropriate compensation

9. Technical Issues

If you are unable to attend an appointment due to technical issues with the DocOnTime platform:

• Report the issue immediately during the appointment time
• Contact support at support@codeaj.com
• Provide screenshots or description of the technical problem
• We will investigate and offer either a full refund or free rescheduling

10. Refund Tracking

You can track your refund status:

• Log in to your DocOnTime account
• Check your transaction history
• View refund status for cancelled appointments
• Contact support for detailed refund tracking information

11. Special Circumstances

11.1 Weather-Related Cancellations

In case of severe weather conditions or natural disasters:

• Full refund or free rescheduling will be offered
• No cancellation fees will apply

11.2 Health-Related Cancellations

If you need to cancel due to sudden illness or health emergency:

• Contact support with medical documentation
• We will waive cancellation fees on a case-by-case basis

12. Modification to Policy

DocOnTime reserves the right to modify this Cancellation & Refund Policy at any time. Changes will be effective immediately upon posting on our app. Your continued use of the service after changes constitutes acceptance of the modified policy.

13. Contact Information

For any questions regarding cancellations and refunds, please contact us:

• Email: support@codeaj.com
• Phone: +91 XXXXX XXXXX (Available Mon-Sat, 9 AM - 6 PM IST)
• Address: Bengaluru, Karnataka, India
• Website: projects.codeaj.com