Cancellation and Refund Policy

This Cancellation and Refund Policy (“Policy”) applies to bookings made through the DOCBRELLA mobile application (“Platform”), owned and operated by NKRS HEALTHTECH PRIVATE LIMITED, a company incorporated under the Companies Act, 2013 and having its registered office at 3rd Floor, 624/2, S. No. 307/2, Chamundeshwari Layout, Bommanahalli (Bangalore), Bangalore South, Karnataka – 560068, India (“DOCBRELLA”, “Company”, “we”, “us” or “our”).

This Policy shall be read together with the Terms of Use and other applicable policies available on the Platform.

1. Cancellation by Patient/User

A Patient/User may cancel a doctor appointment, healthcare/package booking, or diagnostic test through the Booking History section of the Platform at any time before the scheduled appointment or service time, subject to the notice periods below.

1.1 Standard Cancellation

Upon eligible cancellation, 90% of the booking amount actually paid through the Platform shall be refunded. The remaining 10% shall be non-refundable towards cancellation, processing and administrative charges.

No cancellation or refund shall ordinarily be permitted after the scheduled appointment or service time has commenced or passed.

1.2 No-Show

If a Patient/User fails to attend or avail the booked appointment or service without cancelling it through the Platform prior to the scheduled time (“No-Show”), no refund shall be payable, and the booking amount shall be forfeited in full.

2. Cancellation by Healthcare Provider or Platform

If a booking is cancelled by the concerned hospital, doctor, diagnostic centre, laboratory or other healthcare provider, for any reason attributable to such provider, the Patient/User shall receive a 100% refund of the booking amount actually paid through the Platform.

If a booking is cancelled, or fails to be honoured, due to a technical error on the Platform, duplicate/double booking, incorrect listing, or any other cause attributable to DOCBRELLA, the Patient/User shall likewise receive a 100% refund of the amount paid. DOCBRELLA may, at its discretion, additionally offer a goodwill credit or coupon for future use on the Platform.

3. Force Majeure

Where a booking cannot be fulfilled due to circumstances beyond the reasonable control of the Patient/User, healthcare provider, or DOCBRELLA — including but not limited to natural disasters, epidemics or pandemics, strikes, government orders or restrictions, curfews, or other acts of God — DOCBRELLA shall use reasonable efforts to facilitate a full refund or a free reschedule, at the option of the Patient/User.

4. Refund Process, Timeline and Deductions

All eligible refunds shall be processed through the payment gateway used for the original transaction and credited to the same payment method/source from which the payment was made.

Refunds will ordinarily be credited within 5–7 working days from the date of initiation, subject to the processing timelines of the respective bank, card network, wallet provider or payment service provider, and further subject to the timelines prescribed by the Reserve Bank of India for refunds of failed or cancelled transactions.

Where the original payment method is no longer available or valid (for example, an expired card or closed wallet), DOCBRELLA may, at the Patient/User’s request and subject to verification, process the refund to an alternate bank account or payment instrument nominated by the Patient/User.

Any deduction under this Policy (including the 10% cancellation charge under Clause 1.1) shall be calculated on the booking amount actually paid, inclusive of applicable convenience fees, platform fees and taxes (including GST) charged at the time of booking, unless stated otherwise at the time of booking. Any tax component already remitted to the government shall be refunded only to the extent permitted under applicable tax law.

5. Support

For cancellation or refund-related assistance, please contact:
Email: support@docbrella.in

Patients/Users may be required to provide their booking ID and relevant transaction details for verification.

6. Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of India. Subject to any mandatory consumer forum jurisdiction available to the Patient/User under applicable law, the courts at Bangalore, Karnataka shall have exclusive jurisdiction over any disputes arising out of or in connection with this Policy.

7. Changes to this Policy

DOCBRELLA reserves the right to modify or update this Policy from time to time in accordance with applicable law. Any changes shall become effective upon publication on the Platform. For the avoidance of doubt, changes to this Policy shall not apply retrospectively to bookings confirmed prior to the date such changes are published, and the Policy in force at the time of booking shall govern such bookings.