Last Updated on 1st, March, 2025
TeleDoctor is committed to providing a seamless and satisfactory telemedicine experience for our users. This Refund Policy outlines the terms and conditions under which refunds may be issued for telemedicine services in India. By using TeleDoctor’s services, you agree to the terms of this Refund Policy
Eligibility for Refunds
Refunds may be considered in the following circumstances:
• Technical Issues: If the teleconsultation fails due to technical issues on the TeleDoctor platform or TeleDoctor Facilitation Center (TFC) systems.
• Doctor Unavailability: If the scheduled doctor is unavailable and no alternative consultation is provided.
• Service Non-Delivery: If the consultation or service is not provided due to errors attributable to TeleDoctor or TFC.
• Duplicate Payment: If a user is charged multiple times for the same service.
Non-Refundable Situations
Refunds will not be issued in the following cases:
• If the user voluntarily cancels the consultation without prior notice as per cancellation guidelines.
• If the consultation is completed, but the user is dissatisfied with the advice or outcome.
• For emergency medical conditions or life-threatening situations where telemedicine is not the appropriate care mode.
• If the failure is due to user-side technical issues, such as poor internet connectivity.
• If users provide false or incomplete health information.
• If users violate the platform's terms & conditions or privacy policy, leading to service disruptions
Refund Request Process
To request a refund, users must follow these steps:
Contact our support team within 3 days of the incident via:
• Email: contact@teledoctor.life
Provide the following details:
• User name and registered contact details.
• Patient ID, Appointment ID and Transaction details.
• A brief description of the issue or reason for refund request
Refund Review and Approval
• TeleDoctor will review the refund request and verify the claim.
• The decision to approve or reject a refund will be based on the specific circumstances and this policy.
• Users may be contacted for additional information or clarification during the review process
Refund Timeline
• Once approved, refunds will be processed within 7–10 business days.
• Refunds will be issued to the original payment method used by the user.
Dispute Resolution
In case of disputes regarding refund decisions, users can escalate the issue to our Grievance Officer.
Grievance Officer: Dr. Rajesh Duthie
Email: contact@teledoctor.life
Address: Floor No 2, 103, Subash Street, Vadasery, Kamarajapuram, Nagercoil, Kanyakumari, Tamil Nadu, 629001
We aim to address grievances within 30 days of receipt of the complaint inwriting.
If a dispute persists after grievance redressal, users may escalate the matter to arbitration under applicable laws. This arbitration process will be governed by the laws of India
Changes to the Refund Policy
TeleDoctor reserves the right to modify this Refund Policy at any time. Changes will be updated in the platform and continued use of the platform constitutes acceptance of the updated policy
Contact Us
For any queries or assistance regarding refunds, please contact:
Email: contact@teledoctor.life
This Refund Policy is designed to ensure fairness and transparency. By availing TeleDoctor services, you acknowledge and agree to these Refund Policy.