Refund & Cancellation Policy

This policy applies to appointment bookings made through the DocBook platform. Please read it carefully before booking.

1. How to Cancel a Booking

You can cancel an appointment in two ways:

• In-app: Go to Bookings → Select appointment → Cancel Booking.
• By email: Contact support@docbookapp.com with your booking ID and the reason for cancellation.

2. Refund Eligibility

Refunds are subject to the following conditions:

• Cancellations made within 1 hour of booking with a valid reason for a full refund.
• Cancellations made within the non-refundable window (as set by the individual doctor or clinic) may not be eligible for a refund.
• If a doctor cancels your appointment, you are entitled to a full refund.
• Technical issues on DocBook’s platform that prevent a consultation will be assessed for a refund on a case-by-case basis.

3. Refund Timeline

Approved refunds are processed within 2–3 working days of the cancellation request. The refund will be credited to your original payment method (bank account, UPI, or card) via Razorpay.

4. How Refunds Are Processed

Refunds are credited to the original payment method used at the time of booking — UPI, debit/credit card, or net banking — through our payment processor Razorpay. Processing times may vary depending on your bank or payment provider. DocBook does not charge any fee for processing refunds.

5. Non-Refundable Scenarios

The following situations are generally not eligible for a refund:

• No-shows (patient did not attend the appointment).
• Cancellations made after the refund-eligibility window.
• Completed consultations (in-person or video).
• Appointments cancelled due to policy violations by the patient.

6. Doctor Subscription Plans

Refunds for doctor subscription plans are governed by the subscription agreement entered into at the time of purchase.

7. Contact for Refund Issues

If you have a question about a refund or believe you are eligible for a refund that has not been processed, please contact us at support@docbookapp.com with your booking ID and payment reference number. We aim to resolve all refund queries within 2 working days.