Cancellation and Refund Policy

1. Scope

This policy applies to payments made to Jeevan-Prerana Senior Citizens’ Clinic for physician consultations and the Dirghayu 1.0 Basic and Plus programmes booked through the clinic website. Please also read our Terms and Conditions.

Payment and appointment scheduling are separate steps. Paying without selecting a time does not mean the consultation has been provided.

2. Cancelling or rescheduling your appointment

Contact the clinic by telephone or email as soon as you know you cannot attend. Include the patient’s name, appointment date and time, and booking or payment reference. A caregiver may contact us with the patient’s permission or appropriate authority.

You may reschedule an unused service to a mutually available appointment without a clinic rescheduling fee. If you prefer to cancel an entirely unused consultation or plan, you may request a full refund. Please notify the clinic before your appointment where possible so the time can be offered to another patient.

If you are late or miss an appointment, contact us to arrange another available time or request a refund for the unused service. We do not automatically forfeit an unused fee solely because the appointment was missed. Cancelling an appointment on the website does not by itself initiate a payment refund; please contact the clinic to request it.

3. Refund eligibility

We do not deduct a clinic cancellation fee or payment-gateway charge from a full refund of an entirely unused service under this policy. This does not affect any separate currency-conversion or other charge independently applied by your bank.

4. How to request a refund

1. Email help@jpscclinic.com with the subject “Refund request”, or call +91 92637 72587.
2. Provide the payment date, amount, Razorpay payment ID or clinic booking reference, the relevant appointment details and the reason for your request. A receipt may help locate the payment.
3. The clinic will check the payment and service status, confirm the eligible amount, and tell you when the refund is initiated. If more information is needed, we will explain what is missing.

No medical report is normally needed to cancel an unused service. Do not send full card details, CVV, UPI PIN, bank passwords or OTPs. Refund requests are handled by the clinic; an appointment cancellation or website message alone is not proof that a refund has been initiated.

5. Refund method and timelines

We aim to acknowledge a refund request within two business days and initiate an eligible refund within five business days after the necessary payment and service details have been verified. We will explain any verification delay rather than treat an unresolved request as completed.

Refunds for Razorpay payments are normally sent through Razorpay to the original payment method. After initiation, allow approximately 7–10 business days for a normal refund to appear, depending on the payment method and bank. This bank-processing period is separate from the clinic’s verification and initiation time; some refunds may arrive sooner.

If the refund has not arrived within that period, contact us with the original payment ID and any refund reference received. We can check the status and help you trace it with the payment provider. For these timelines, business days mean Monday–Friday, excluding public and banking holidays.

Payment-provider reference: Razorpay’s information on normal refunds.

6. Failed, pending or debited payments

If your account is debited but you do not receive confirmation, please avoid repeated payments and contact the clinic. We will check whether the payment was received. A failed or uncaptured payment may be reversed by the bank or payment provider under its own process. If the clinic has received an unintended duplicate or a payment for an unused service, the refund provisions above apply.

7. Service concerns and your rights

If you believe a service was not delivered as agreed, contact the clinic with the relevant details so it can be reviewed. Nothing in this policy removes remedies available under applicable Indian consumer or other law. A refund is not conditional on waiving a complaint or legal right.

8. Changes to this policy

Any changes will be published here with an updated effective date. The policy displayed when you paid applies to your booking unless a change is required by law or agreed with you.