Refund & Cancellation Policy
We are committed to patient satisfaction. Our policies are designed to be fair, swift, and transparent for doctor appointments, tele-consultations, diagnostics, and pharmacy orders.
If a doctor is unable to attend your scheduled consultation, or if technical connectivity fails on our infrastructure, you are entitled to a 100% immediate full refund or a free reschedule with another verified specialist.
1. Doctor Tele-Consultation Cancellation (Patient Initiated)
| Cancellation Timing | Refund Amount | Terms & Conditions |
|---|---|---|
| Up to 30 mins before consultation slot | 100% Full Refund | No deduction, zero cancellation charge |
| Within 30 mins before scheduled slot | Free Reschedule or 80% Refund | Doctor's slot is held reserved |
| After consultation has commenced / completed | No Refund | Medical service & e-prescription already provided |
2. Doctor Unavailability or Technical Disruption
In rare events where a doctor is called to an emergency surgery, faces urgent clinical duties, or fails to join the virtual tele-clinic room within 15 minutes of your booking time:
- You may request an immediate instant priority reschedule with the next available senior doctor of the same specialty at no extra charge.
- Alternatively, you can opt for an automatic 100% refund with zero deductions.
3. FastLab Diagnostic Checkups & Home Sample Collection
- Before Phlebotomist Dispatch: If cancelled at least 2 hours prior to the scheduled home collection slot, a 100% full refund is issued.
- After Phlebotomist Arrival: Once our certified health technician has arrived at your address, a nominal travel/sanitization fee of ₹100 is deducted and the remainder balance is refunded.
- After Sample Collection: Once the blood/urine specimen has been drawn and dispatched to the NABL-accredited diagnostic laboratory, no cancellation or refund can be processed.
4. Online Pharmacy Orders Cancellation & Returns
- Prior to Dispatch: Medicine orders can be cancelled anytime before dispatch from our partner licensed pharmacy for a 100% full refund.
- Damaged / Incorrect Delivery: If medicines delivered are damaged, expired, or mismatch the digital prescription, please contact support within 48 hours with photographs. We provide an immediate free replacement or 100% refund.
- Opened Medications: Under Indian Drugs & Cosmetics Rules, opened or unsealed medicinal packs cannot be returned due to hygiene and safety regulations.
5. Refund Processing Timelines & Crediting Mode
All refunds are credited strictly back to the original payment source used during checkout (via our licensed payment partner Cashfree Payments):
6. How to Request a Refund / Dispute Resolution
To initiate a refund, please reach out to our dedicated Patient Helpdesk with your Order ID (Ref: ORD_FM_...):
Support Email:fastmedeclinic@gmail.com
Desk Operating Hours: 24 Hours, 7 Days a week