Cancellation and refund policy

Scope and applicability

This Cancellation and Refund Policy applies to appointments booked and paid for through aiyuclinic.com. Before you pay or confirm a booking, the offering's price, consultation mode, duration, and applicable cancellation terms are displayed, consistent with Rule 5 of the Consumer Protection (E-Commerce) Rules, 2020.

Patient-initiated cancellation

• Cancel at least 24 hours before the scheduled appointment time for a full refund of the eligible online payment, less only a clearly disclosed and legally permitted non-refundable charge, if any.
• Cancellations made less than 24 hours before the appointment, and no-shows, are normally non-refundable, unless we approve an exception (for example, a documented medical or technical emergency).

Practitioner-initiated cancellation

If a practitioner declines a request, does not respond within the booking window, or cancels an appointment already paid for online, we initiate a full refund. Where appropriate, you may instead choose to reschedule with the same or a different practitioner.

Metered video consultations

For consultations billed by duration, a maximum prepaid amount is collected in advance. After the consultation, the final charge is calculated from the practitioner's configured minimum charge and the actual duration, and any eligible unused balance is refunded.

In-clinic and pay-at-consultation bookings

For pay-at-consultation bookings, no online consultation fee is collected through the Platform, so there is nothing to refund online. If you have a dispute about an amount collected in person by the practitioner, contact us with your booking reference; we will raise it with the practitioner and, if unresolved, handle it through our Grievance Redressal Policy.

Refund timing and method

Refunds are initiated to the original payment method wherever possible. The time to reflect in your account depends on your bank or payment provider and is outside our control; we track delayed or failed refunds until resolved, consistent with the transparent refund mechanism required under Rule 5(3)(e) of the Consumer Protection (E-Commerce) Rules, 2020.

Payment gateway disclosure

Online payments in Indian Rupees are processed by Cashfree, and payments in other currencies by Stripe. We do not store your card, UPI, or bank account credentials.

Disputes and escalation

If you disagree with a refund decision, you may escalate it through our Grievance Redressal Policy. Using our internal process does not affect your right to approach a consumer disputes redressal commission under the Consumer Protection Act, 2019.

Policy version applicability

The version of this policy displayed to you at the time of booking governs that specific appointment, except where a change in law requires otherwise.

Contact us

This policy is published by Sah Business Family, the operator of aiyuclinic.com. For questions about this policy, or to make a request under it, contact us at business@sah.org.in or +91 82889 92002 (also our WhatsApp number), or write to us at Ward 14, Village, Mauje Rd, Raxaul, Bihar 845305.

For a formal complaint, see our Grievance Redressal Policy, which sets out how to submit a grievance and our response timelines.