Cancellation and Refund Policy

At Pulse and Prakriti, we strive to ensure a smooth and reliable healthcare experience. We understand that medical schedules can be unpredictable, and technical issues occasionally arise. This comprehensive policy outlines the scenarios in which refunds and cancellations are applicable.

1. Patient-Initiated Cancellations

• Eligible for 100% Refund: Patients may cancel an upcoming consultation up to four (4) hours prior to the scheduled appointment time. A 100% refund will be automatically initiated.
• Not Eligible for Refund: If a cancellation is requested less than four (4) hours before the appointment time, or if the patient fails to show up for the video consultation ("No Show"), no refund will be issued.

2. Doctor/Practitioner No-Show or Cancellation

• If the consulting practitioner cancels the appointment at any time prior to the slot, a 100% refund is processed automatically.
• If the practitioner fails to join the virtual consultation room within 15 minutes of the scheduled start time, it is classified as a "Doctor No-Show". In this event, the patient is entitled to either a free rescheduled session or a 100% full refund.

3. Technical Failures

If a consultation cannot be successfully completed due to severe technical failures, audio/video disconnection, or server downtime originating from the Pulse and Prakriti platform, the patient is eligible for a full refund or a complimentary rescheduled session. Patients must report the technical failure to support within 24 hours of the appointment.

4. Refund Processing Timeline

All approved refunds are processed automatically through our payment gateway provider (e.g., Razorpay).

• Refunds will be credited back to the original method of payment (Credit Card, Debit Card, UPI, or Net Banking).
• Please allow 5 to 7 business days for the funds to reflect in your bank account, depending on your bank's processing speeds.

5. Disputed Cases

If you feel you have been unfairly charged or denied a refund, you may raise a dispute by contacting our support team. Our administration team will review the chat logs, connection timestamps, and video call logs to make a fair and final determination.