Cancellation & Refund Policy
Last updated August 7, 2024
Cancellation Policy
Client-Initiated Cancellation:
Before 3 Hours of Appointment: If the client cancels more than 3 hours before the scheduled appointment, they will receive a full refund of the paid consultation fee.
Within 3 Hours of Appointment: If the client cancels within 3 hours of the scheduled appointment, a late cancellation fee of ₹100 will be charged. This fee will be transferred to the doctor/clinic’s bank account. The remaining consultation fee will be refunded to the client.
Doctor-Initiated Cancellation:
If the doctor cancels the appointment at any time, the client will receive a full refund of the paid consultation fee.
Unconfirmed Sessions:
If neither the client nor the doctor confirms whether the in-person session has occurred within 72 hours (3 days) of the appointment time, the session will be cancelled and a full refund of the paid consultation fee will be issued to the client.
No-Show Policy
Client No-Show:
If the client does not check in for the in-person session, the session will be cancelled. A late cancellation fee of ₹100 will be charged and transferred to the doctor/clinic’s bank account. The remaining consultation fee will be refunded to the client.
Doctor No-Show:
If the doctor does not appear for the in-person session and the client decides to cancel the session, the client will receive a full refund of the paid consultation fee.
Unattended Sessions:
If the client joins the session but the doctor does not, or vice versa, the appointment is considered to have happened and it will go to the summary pending stage. The affected party should reach support via the app or by emailing support@melth.care. We will investigate the case and cancel the session if requested. Refunds will be determined on a case-by-case basis.
Rescheduling Policy
No Fee for Rescheduling:
Clients can reschedule their appointments without any fee, provided the rescheduling is done more than 3 hours before the appointment time.
Rescheduling within 3 hours of the appointment time is not allowed.
Limit on Rescheduling:
Clients can reschedule an appointment up to 3 times. After the third rescheduling, the client will only have the option to cancel the appointment.
Dispute Resolution
In case of disputes regarding cancellations, no-shows, and refunds, clients and doctors can contact our support team via app or mail to support@melth.care. A representative from Melth will mediate the dispute.
Communication Channels
All cancellations and rescheduling notifications should be communicated through the Melth app or SMS. Ensure you receive a confirmation of the communication.