Payment and Refund Policy

1. Payment Terms

• Pre-Payment Requirement: To ensure seamless access to Careli Doctalk services, all payments for consultations must be made before the session begins. This helps us confirm your booking with the selected healthcare provider and ensures prompt access to our services.
• Accepted Payment Methods: We accept multiple secure payment methods to facilitate ease of payment, including debit cards, credit cards, UPI, and other options available at checkout.
• Transparent Pricing: Prior to confirming any booking, the total cost of the consultation, including any applicable taxes or fees, will be clearly displayed.
• Payment Confirmation: Once your payment is successfully processed, you will receive a confirmation notification via email or within the app, including details of the consultation and the scheduled time.

2. Refunds

• Eligible Refund Cases: Refunds are issued only in specific circumstances where Careli Doctalk is unable to provide the scheduled service.
  • Technical Difficulties: If there are technical issues on Careli Doctalk’s platform (e.g., app malfunction, server downtime) that prevent the consultation from being completed, you may be eligible for a refund.
  • Doctor Unavailability: In rare cases where the assigned doctor is unavailable or cannot attend the consultation, Careli Doctalk will either reschedule the session or issue a refund, based on the user’s preference.
  • Cancellation by Careli Doctalk: If Careli Doctalk cancels the session for any reason, users will be notified in advance, and a full refund will be provided.
• Non-Refundable Cases: Refunds are generally not issued for the following:
  • No-Show or Missed Appointments: If you fail to attend a scheduled consultation without prior cancellation within the specified time frame, you are not eligible for a refund.
  • User-Initiated Cancellation Outside Refund Period: If you cancel your consultation without sufficient notice (i.e., within 6 hours before the appointment), a refund may not be provided. Refer to our cancellation policy for detailed timing requirements.
  • Partial Completion of Consultation: If the consultation begins but ends prematurely due to user-related issues (e.g., poor internet connection on the user’s end or user decision to end the session early), refunds are not typically issued.
• Refund Processing: Eligible refunds will be processed within 7-10 business days after confirmation of eligibility. Refunds will be credited back to the original payment method used during booking. For inquiries about refund status, users may contact our customer support team.
• Partial Refunds: In certain cases, a partial refund may be offered if the consultation could not be completed in full due to minor technical issues or other interruptions, as determined by Careli Doctalk’s policies.

3. Disputes and Resolution

• Dispute Submission: If you believe you are entitled to a refund based on specific circumstances, please contact Careli Doctalk’s customer support within 24 hours of the scheduled consultation. Provide details of the issue encountered, including screenshots or other relevant documentation if applicable.
• Resolution Process: Our customer support team will review your request, confirm eligibility, and respond with the resolution within 3 business days. Careli Doctalk reserves the right to make the final determination regarding the issuance of refunds in alignment with our policy.