Refund and Cancellation Policy

Refund and Cancellation Policy

Last Updated: September 2026

At TeleMedX, we strive to ensure transparent, dependable, and flexible healthcare scheduling. We understand that personal emergencies and schedule changes happen. This Refund and Cancellation Policy outline the conditions for cancelling appointments and receiving refunds.

1. Patient Cancellations

  • Free Cancellation Window: Patients can cancel their scheduled appointment through their TeleMedX account dashboard free of charge up to 2 hours prior to the scheduled appointment time.
  • Late Cancellations: If an appointment is cancelled within less than 2 hours of the scheduled time, a nominal cancellation fee may be applied to compensate for the reserved slot at the clinic.
  • How to Cancel: Log in to your TeleMedX account, open Appointment List, locate your booking, and click Cancel Appointment.

2. Doctor or Clinic Cancellations

  • In the rare event that a doctor or partner clinic is unable to conduct the consultation due to an emergency or clinic closure:
  1. You will be promptly notified via SMS/Email.
  2. You may choose to reschedule to another convenient time slot at no extra charge, OR
  3. You may request an immediate 100% full refund with zero cancellation fees.

3. Refund Process & Timelines

  • Wallet Refunds: Refunds processed to your TeleMedX Wallet are credited instantly upon cancellation confirmation and can be used immediately for any future booking.
  • Original Payment Source (Cards / UPI / NetBanking): If you request a refund to your original bank/card account, it will be initiated within 2 business days and typically reflects within 5–7 business days, depending on your bank’s processing cycle.
  • Cash Payments: For appointments with "Cash at Clinic" selected, no advance fee is charged, hence no refund is applicable upon cancellation.

4. Non-Refundable Scenarios

Refunds will not be granted in the following circumstances:

  • Patient No-Show: If the patient fails to attend the scheduled appointment at the clinic or fails to join the teleconsultation without prior cancellation.
  • Completed Appointments: Once the medical consultation or clinical service has been rendered by the doctor or clinic.
  • Incorrect Information: Where an appointment cannot be fulfilled due to incorrect contact information or misrepresentation provided by the patient.

5. Dispute Resolution & Inquiries

If you believe you were charged incorrectly or have questions about a refund:

  • Email: info@ratovate.com (Include your Booking ID and registered mobile number)
  • Phone: +91 7509999696