Refund Policy

This Refund Policy explains when and how refunds are issued for bookings made through the Family Doctor mobile application (the "App"), operated by Healthsmith Private Limited as Family Doctor ("Family Doctor", "we", "us", or "our"). By booking a service, you agree to this policy together with our Terms and Conditions and Privacy Policy.

1. Scope

This policy applies to paid bookings for home healthcare services in Hyderabad arranged through the App, including doctor consultations, nursing care, diagnostics (sample collection), post-surgery care, follow-up care, and chronic care management. Fees charged by third-party labs, pharmacies, or product manufacturers may be subject to those providers' own policies.

2. Cancellation before the visit

• Full refund: Cancel at least 2 hours before the scheduled visit start time and we will refund the service fee in full (excluding any non-refundable third-party charges already incurred).
• Late cancellation: Cancellations within 2 hours of the scheduled visit may receive a partial refund or no refund, depending on whether a clinician or health assistant has already been dispatched.
• Cancel through the App where available, or contact support using the details in Section 6.

3. No-shows and after service starts

• If you or the patient are unavailable at the booked address when the clinician arrives (no-show), the booking is generally non-refundable.
• Once a visit or sample collection has started, fees for that service are non-refundable, except where we determine the service could not be delivered due to our error or a provider no-show.

4. Failed, duplicate, or incorrect payments

• Payments are processed via third-party gateways. If a transaction fails but you were still charged, or you were charged more than once for the same booking, contact us with the payment reference. We will investigate and refund confirmed duplicate or failed-charge amounts.
• Gateway processing times may affect when a reversal appears on your statement; bank timelines are outside our control.

5. Non-refundable items

• Completed consultations, nursing visits, and sample collections
• Third-party laboratory test fees after samples have been submitted for processing
• Medicines or products already procured or delivered at your request
• No-shows and late cancellations as described above

6. How to request a refund

Email support@familydoctorapp.com or call / WhatsApp 9000 92 2422. Include your registered phone number, booking ID, payment reference, and a brief reason for the request. We may ask for additional details to verify the booking.

7. Processing timeline

Approved refunds are typically initiated within 5–10 business days and credited to the original payment method. Exact credit timing depends on your bank or payment provider.

8. Service issues on our side

If we cancel a booking, or a clinician fails to arrive without a reasonable alternative, you are entitled to a full refund of the applicable service fee or a free rebooking, at your choice where operationally feasible.

9. Changes to this policy

We may update this Refund Policy from time to time. The "Updated at" date at the top of this page will change when we do. Continued use of the App after updates constitutes acceptance of the revised policy.

10. Contact