MediWalkers Health Private Limited · Jurisdiction: India · Website: www.mediwalkers.com
1. Purpose and scope
This Payment, Cancellation and Refund Policy (“Policy”) explains payment collection, cancellation, rescheduling, returns (where applicable), and refunds for services booked or purchased through the MediWalkers website, mobile applications and related portals (“Platform”). It is issued by MediWalkers Health Private Limited (“MediWalkers”, “we”, “us”, “our”).
This Policy applies to patients, caregivers and customers booking consultations, second opinions, laboratory tests, preventive health packages and companion-care services on the Platform. Pharmacy orders and business-to-business Hospital Management System (HMS) subscriptions are subject to the additional conditions below. Where a third-party provider is the seller or merchant of record, the applicable provider terms will be disclosed before checkout.
2. Price, payment and confirmation
Prices, taxes, service fees and applicable cancellation conditions will be shown before payment. Payments may be made using available payment methods such as UPI, net banking, cards or supported wallets through authorized payment providers. A successful payment does not by itself guarantee a booking until MediWalkers or the provider confirms availability.
If payment is debited but no order or appointment is confirmed, please contact support with the payment reference; after verification, we will arrange confirmation or refund of the amount received. Any additional charge not disclosed before payment requires customer authorization or another legal basis.
3. Cancellation and refund summary
| Service | Free cancellation / reschedule | After cutoff or service started |
|---|---|---|
| Online doctor consultation | Up to 15 minutes before the scheduled start | Case-by-case; no automatic refund once consultation substantially delivered |
| In-person doctor appointment | Up to 30 minutes before scheduled start | Provider-specific charges, disclosed before booking, may apply |
| Laboratory test / home collection | At least 2 hours before sample collection | Non-recoverable collection/testing costs may apply once begun |
| Companion care / patient assistance | At least 4 hours before service start | Documented deployment/travel or completed service costs may apply |
| Second opinion / medical report review | Before clinician begins case review | No automatic refund for work already performed |
| Pharmacy partner orders | Subject to identified pharmacy seller’s policy | Prescription and temperature-sensitive goods may have restrictions |
| HMS / SaaS subscriptions | As per signed commercial agreement | Commercial contract controls |
These standard windows apply unless the booking page prominently displays different provider-specific terms accepted before payment. Statutory consumer remedies remain unaffected.
4. Doctor consultations and appointments
Eligible online video/audio consultations can be cancelled or rescheduled free of charge until 15 minutes before their scheduled start. Eligible in-person appointments can be cancelled or rescheduled free of charge until 30 minutes before their scheduled start. The original booking confirmation and updated availability determine whether a proposed rescheduling can be completed.
If a doctor cancels or does not join within a reasonable service window, the patient may elect a no-cost reschedule or a full refund for the unprovided consultation. When an audio/video connection failure materially prevents a consultation, MediWalkers will review available session and support records and offer an appropriate reschedule or refund.
Refunds are not guaranteed merely because a patient disagrees with clinical advice or does not obtain a particular medical outcome. This does not limit rights arising from deficient services, misrepresentation, or other applicable law. A consultation partially delivered will be evaluated fairly in light of its actual delivery and the circumstances.
5. Second opinions and medical case reviews
A second-opinion service may involve physician scheduling, review of submitted medical records, and preparation of an opinion. Cancellation before the clinician begins substantive review generally qualifies for a full refund. If clinical review has started, any refund will reflect documented work already performed and the terms disclosed at purchase. If MediWalkers or the provider cannot deliver the agreed review, an appropriate refund or no-cost replacement will be offered.
6. Diagnostic tests and health checkup packages
A laboratory test or scheduled home collection may be cancelled or rescheduled without charge until two hours before the scheduled collection time. Once a sample has been collected, tested, or a non-refundable third-party facility has been reserved, a full refund is not automatic. Any deduction should relate to actual non-recoverable costs and be disclosed or explained.
If a laboratory partner cannot perform a paid test, cancels collection, or fails to supply the contracted service, the customer may request a full refund for the undelivered component or an accepted replacement. For packages with several tests, refunds may be calculated for the unperformed components, subject to disclosed package pricing and applicable law.
Requests about materially incorrect results or deficient diagnostic services will be investigated with the provider; the availability of correction, repeat testing, refund or other remedy will depend on the circumstances and legal rights.
7. Companion care and patient assistance
Care bookings may be cancelled or rescheduled without charge at least four hours before service commencement. After this time, reasonable and verifiable personnel deployment or travel costs, if incurred and disclosed, may be deducted. Completed service time is not refundable merely because the customer ends a booking early.
If MediWalkers or the assigned provider cancels and no suitable replacement is accepted, the undelivered service will be refunded. Where service quality or safety concerns are reported, support will review the case promptly and determine a fair remedy; urgent safety concerns should be reported immediately.
8. Pharmacy services through partners
Medicine orders may be supplied and invoiced by independent licensed pharmacy partners. Where the pharmacy is the merchant of record, its displayed cancellation, return, refund, prescription-validation, and delivery policies will govern the transaction, subject to applicable consumer law. The responsible seller and applicable terms should be identifiable at checkout.
Prescription medicines, opened products, cold-chain items and other regulated products may not be returnable except where defective, damaged, incorrect, expired, or where applicable law requires a remedy. MediWalkers will assist in routing service complaints when orders originate through its Platform but will not imply that it is the seller where it is not.
9. HMS and other B2B subscriptions
Hospital management software, enterprise integrations, e-prescription services, onboarding, implementation, and other B2B arrangements are governed by the signed order form, statement of work, service agreement or subscription contract. Unless that agreement states otherwise, prepaid setup or implementation fees attributable to completed work are not automatically refundable. If a contract is silent, refunds or credits will be evaluated by reference to service delivery and applicable law.
10. Refund eligibility and payment destination
Approved refunds ordinarily return to the original payment instrument. If that is unavailable or the payment was made by an offline method, an alternative verified bank transfer may be offered after appropriate identity and account verification. Refunds are not sent to unrelated third-party accounts. A refund confirmation or payment-provider reference may be issued once initiated.
Where a transaction includes separable services, only the cancelled or undelivered portion may be refundable. Taxes, discounts, promotions and applicable gateway reversals will be handled consistently with the original transaction and tax law. Refunds will not be replaced with platform credits without the customer's agreement, except where a separately accepted promotion or lawful condition applies.
11. Processing timelines
We aim to review complete refund requests within 3 business days and, where approved, initiate refunds within 7 business days of approval. The final credit may take an additional 5–10 business days depending on the bank, payment network, original payment method and payment provider. These are operational targets rather than guarantees of settlement by external banks.
If information is missing or a payment dispute requires further investigation, support will explain the additional information needed and provide a status update. Applicable mandatory refund deadlines take precedence over these targets. A “business day” excludes Sundays and notified banking holidays in India.
12. How to cancel, reschedule or request a refund
Customers may use the booking or order controls in their MediWalkers account where available, or email info@mediwalkers.com. Include the booking/order ID, registered mobile number or email address, service date, reason for the request, and payment reference when available. Do not email full card numbers, CVV data or unnecessary medical records.
We will assess a request using the booking terms, service status, provider documentation and applicable consumer law. A genuine claim will not be rejected solely because an in-app cancellation feature was unavailable or malfunctioned.
13. No-shows, late arrivals and technical failures
If a patient fails to attend or join without giving timely notice, the appointment may be marked as a no-show and cancellation charges disclosed at booking may apply. If a provider is unavailable or a Platform-side malfunction prevents delivery, we will evaluate a free replacement appointment or refund. For late starts and partial service interruptions, we will review what was actually delivered and offer a proportionate remedy where appropriate.
14. Promotions, bundles and service charges
Coupon discounts, promotional pricing and packages may have offer-specific eligibility rules displayed at checkout. Where a paid booking is refunded, the refund will ordinarily reflect the actual amount paid for the refundable service rather than its undiscounted list price. Any separate, non-refundable charge must be prominently disclosed before purchase and remain consistent with applicable law.
15. Chargebacks, duplicate payments and fraud prevention
For duplicate charges or unrecognized transactions, contact support promptly and provide relevant references. Banks and payment partners may independently apply dispute or chargeback procedures. MediWalkers may request reasonable verification to prevent unauthorized refunds, while preserving lawful consumer remedies.
16. Grievances and escalation
If you are dissatisfied with a decision, reply to the support thread requesting escalation to the Grievance Officer. MediWalkers will endeavor to acknowledge complaints promptly and address them within applicable statutory timeframes. Customers retain the right to seek remedies through competent consumer authorities and courts where permitted by law.
17. Relationship to other policies
This Policy should be read with the MediWalkers Terms of Service, Privacy Policy and any clearly disclosed service-specific or partner terms. Where a specific contract governs an enterprise service, that contract takes priority to the extent legally permitted. Nothing in this Policy excludes mandatory statutory rights or remedies.
18. Changes to this Policy
MediWalkers may update this Policy as its services or legal requirements evolve. Changes will be posted with an updated effective date. For a transaction already paid for, the terms disclosed at the time of purchase will ordinarily govern, unless a change is required by law or is more favorable to the customer.
19. Company and contact details
MEDIWALKERS HEALTH PRIVATE LIMITED
Registered Office: 8-2-293/82/A/89, Flat No. 3, 3rd Floor, Jubilee Hills, Hyderabad – 500033, Telangana, India.
Website: https://www.mediwalkers.com
Customer support and refund requests: info@mediwalkers.com
Grievance Officer: Abhishek Reddy Baddam
Grievance email: info@mediwalkers.com