Amergency incorporate with VSTAAR FINTECH PRIVATE LIMITED is committed to delivering a seamless and reliable online doctor consultation experience. To ensure transparency and fairness for both patients and doctors, we have formulated a structured cancellation and refund policy. This policy aims to address various scenarios such as cancellations, refunds, rescheduling, and service disruptions.
Patients can cancel their appointment more than four hours before the scheduled time and receive a full refund or opt for free rescheduling. If the cancellation occurs within four hours of the appointment, they will receive a 50% refund or may reschedule with a nominal fee ranging from INR 50 to INR 100. If a patient does not join the consultation within ten minutes of the scheduled time, it will be considered a no-show, and no refund will be provided.
If a doctor cancels or is unavailable for a scheduled consultation, the patient will be entitled to a full refund or the option to reschedule with another available doctor at no extra cost.
Patients may reschedule their appointment for free if done at least one hour before the scheduled time. If rescheduling is requested within one hour of the appointment, it will be subject to a nominal fee of INR 50 to INR 100.
If a refund is applicable, it will be processed within 5-7 business days and credited back to the original payment method.
In cases where a patient needs to cancel due to a medical emergency or an unforeseen event such as hospitalization or a critical health condition, they may apply for a full refund by providing valid proof, such as a hospital admission slip or a doctor’s note. Requests for such refunds must be raised within 24 hours of the scheduled consultation.
If the consultation is disrupted due to an Amergency system failure—such as server outages, app crashes, or payment processing errors—the patient will be entitled to either free rescheduling or a full refund if rescheduling is not possible. However, Amergency is not responsible for refunds due to poor internet connectivity, software issues, or device malfunctions on the patient’s end.
If a doctor is delayed by more than 15 minutes, the patient has the option to either continue waiting, reschedule the consultation at no extra cost, or request a full refund.
If a patient cancels or reschedules more than three times in a month, Amergency reserves the right to restrict further bookings for 30 days or charge a higher rescheduling fee ranging from INR 100 to INR 200 for future appointments.
To ensure service quality, Amergency may record consultations with patient consent. If a patient is dissatisfied with a consultation, they must raise a refund request within three days of the appointment. The request will be reviewed by Amergency medical team before making a refund decision.
If a cancellation arises due to inappropriate behavior, abusive language, or misuse of the consultation service, no refund will be issued. Additionally, Amergency reserves the right to block access to future consultations and take legal action if necessary.
This policy ensures a balanced approach, protecting both patients and doctors while maintaining efficiency in Amergency online healthcare services. By adhering to this policy, we aim to deliver a reliable, hassle-free consultation experience for all users.
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