Refund & Cancellation Policy

Introduction

Effective Date: July 9, 2026

This Refund and Cancellation Policy (“Policy”) applies to all services offered by Nisarg Wellness Private Limited, a company incorporated under the Companies Act, 2013, operating through its platform “dratdoorstep.com” and its mobile applications (collectively referred to as “Platform”). This Policy forms an integral part of the Terms of Use and shall be read in conjunction with all other policies of the Company.

Definitions

In this Policy, unless the context otherwise requires:

• “Cancellation” means the withdrawal of a booking or appointment by the User, the Company, or the Practitioner(s) (as defined in the Terms and Conditions) before the commencement of the Service.
• “Company” means Nisarg Wellness Private Limited (CIN: U74999GJ2016PTC094894), having its registered office at 11/A, Dipawali Society Karelibaug, Vadodara, Gujarat, India, 390018.
• “Platform” means the website, mobile applications, and related digital interfaces operated by the Company.
• “Refund” means the return of payment to the User as per this Policy and applicable law.
• “Service Fee” means the amount paid by a User for booking any Service on the Platform.
• “Services” means teleconsultation, doctor home visits, nursing care, diagnostic services, pharmacy facilitation, ambulance services, and other allied healthcare services made available through the Platform.
• “User” means any person who accesses or avails Services on the Platform.

Statutory E-Commerce Disclosures

In accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-commerce) Rules, 2020, the Company provides the following disclosures:

• Details of cancellation charges, if any, shall be prominently displayed at the time of booking.
• Refund timelines and modes are described fully in this Policy.
• Users may contact customer support or the Grievance Officer for refund-related complaints.
• The Company shall acknowledge complaints within forty-eight (48) hours and aim to resolve them within thirty (30) days from receipt.

Applicability

This Policy governs the refund and cancellation of payments made by Users for Services booked through the Platform, whether paid online or offline. It applies to all bookings where payment is made either through the Platform or at the point of service.

Cancellation by User

A. Doctor / Telemedicine Consultations

• A User may cancel a scheduled telemedicine consultation up to twenty-four (24) hours before the scheduled appointment time without any cancellation fee.
• If a cancellation is made less than twenty-four (24) hours before the scheduled time, the Company shall be entitled to retain reasonable cancellation charges proportionate to administrative and professional costs incurred, in compliance with applicable consumer protection laws.
• If the telemedicine consultation has already commenced, no cancellation or refund shall be permitted, except as expressly provided under applicable law.
• Any rescheduling or cancellation by the User must be done through the Platform or via customer support, in accordance with the notified procedures, subject to availability.
• Where technical failure or non-provision of service is attributable to the Company, a full or proportionate refund shall be issued.

B. Doorstep Health Services (Nursing, Lab Sample, X-Ray, ECG, etc.)

• A User may cancel a booked doorstep health service at least twenty-four (24) hours prior to the scheduled visit or collection time without incurring any cancellation charge.
• Cancellations made between twenty-four (24) hours and two (2) hours prior to the scheduled visit/collection time may attract an administrative cancellation charge (which may include third-party charges), as notified on the Platform.
• No cancellation or refund shall be permitted for bookings cancelled less than two (2) hours before the scheduled visit or after the service provider has been dispatched or has commenced the provision of the Service.
• If the service provider fails to attend the scheduled visit for reasons attributable to the Company or its partners, the User shall be eligible for rescheduling or a full refund.

C. Package or Subscription Services

• Refunds, where permitted, shall be restricted to the unused portion of the package or subscription and shall be processed only after deduction of charges for Services already rendered.
• Services already availed prior to cancellation shall be charged on a pro-rata basis at applicable standard rates, and the remaining balance, if any, shall be considered for a refund.
• The Company shall refund only the net amount received from the customer; any discounts, promotional pricing, or bundled benefits availed at the time of purchase will not be refunded upon cancellation.
• Packages or subscriptions with defined validity shall lapse upon expiry of such validity period, and any unutilised portion thereafter shall not be eligible for refund, unless required under applicable law.

D. E-Pharmacy at Doorstep

Orders for prescription medicines shall be processed only against a valid prescription issued by a registered medical practitioner in accordance with the Drugs and Cosmetics Act, 1940 and applicable rules. The Company operates as a technology platform/aggregator and does not itself manufacture or dispense medicines unless expressly stated. The Company reserves the right to cancel any order where the prescription is invalid or non-compliant.

• A User may cancel an order for pharmaceutical products before the order has been shipped or dispatched.
• Once the products have been shipped, dispatched, or delivered, cancellation shall not be permitted in accordance with pharmaceutical laws, and refunds shall be governed by the standard product return norms.
• Return / refund of pharmaceutical products, where permitted by law (e.g., defective, damaged, incorrect items), shall be subject to verification and compliance with hygiene, packaging, and statutory criteria.

E. Ambulance Services

• Ambulance booking cancellations made before the ambulance has been dispatched may be eligible for a refund of the Service Fee, subject to deduction of costs incurred (including third-party/partner fees).
• Once the ambulance is dispatched, no cancellation or refund shall be permitted.
• Nothing in this clause shall restrict refunds where non-provision of booked service, technical failure attributable to the Company, or deficiency of service is established.

F. No-Show Policy

If the User is unavailable at the scheduled time and location, does not respond to calls from the Service Provider or Customer Support within fifteen (15) minutes of the scheduled time, or fails to provide safe access to the premises, the service booking shall be cancelled and treated as a “User No-Show”. In such cases, the Company reserves the right to apply a reasonable cancellation charge up to 100% of the booking value to cover administrative and partner dispatch costs.

Cancellation by Company

The Company reserves the right to cancel any Service booking due to non-availability of service providers, technical/operational issues, invalid prescription, force majeure events, safety or regulatory reasons, or other legitimate reasons.

In the event of cancellation by the Company before the commencement of the Service, the User shall be entitled to a full refund of the Service Fee, unless otherwise required by law.

In cases where Services cannot be provided due to force majeure events (including but not limited to natural disasters, government restrictions, strikes, epidemics, pandemics, or events beyond reasonable control), refunds shall be processed after deduction of non-recoverable third-party costs, if any, to the extent legally permissible.

Refunds & Timelines

A. Mode of Refund

All approved refunds shall be processed to the original mode of payment used at the time of booking, unless otherwise required under applicable law or directed by a competent authority. The Company shall not be obligated to process refunds to any alternate account except where mandated by law.

B. Processing Timelines

Refunds shall be processed only after due verification of the cancellation request and eligibility under this Policy. Estimated timelines are described below:

Note: The actual credit timeline may vary depending upon banking partners, payment gateways, or financial institutions.

C. Failed or Unsuccessful Transactions

In cases where payment has been successfully deducted from the User’s account but the booking is not confirmed due to technical error, system failure, or network issues, such amount shall be automatically refunded to the original mode of payment within applicable banking timelines.

D. Duplicate Payments

Any duplicate payment made by the User for the same booking due to technical error shall be refunded after verification of transaction records.

E. Partial Refunds

Where a Service has been partially rendered or discontinued for reasons not attributable to the User, the Company may, after review, provide a proportionate refund corresponding to the unutilized portion of the Service, subject to applicable law and internal verification.

F. Deductions from Refund

Refunds may be subject to reasonable deductions, where applicable and legally permissible, including: payment gateway or banking charges, third-party service provider fees, administrative fees, costs incurred for service already rendered, and taxes or statutory levies. Such deductions shall be proportionate and in compliance with applicable consumer laws.

G. Taxes and GST Adjustment

Refunds shall be processed after adjustment of applicable Goods and Services Tax (GST) and other statutory levies. GST shall be refunded only where permissible under applicable tax laws and subject to the issuance of a credit note, if required.

No Refund Policy

Unless otherwise required by applicable law:

• No refund shall be issued solely on the basis of dissatisfaction with medical opinion where the service has been duly rendered, except in cases of established deficiency of service, negligence, or non-provision of booked service.
• No refund shall be made after a Service has commenced or been rendered, including teleconsultations once started and doorstep visits once initiated, except in case of cancellation by the Company.
• Refunds shall not be provided for change of mind after Service delivery.

Wallet Credits & RBI Compliance

All refund amounts credited to the User’s Wallet on the Platform are closed-loop value credits. In compliance with RBI guidelines on Prepaid Payment Instruments (PPIs), the following rules apply:

• Wallet credits are non-transferable, cannot be withdrawn as cash or refunded to bank accounts except where required by law, and may only be redeemed for future Services booked through the Platform.
• Such Wallet Credits shall remain valid for a maximum period of one (1) year from the date of credit allocation, after which any unused balance shall lapse. The Company does not yield interest on any amount held in the platform wallet.
• The Company reserves the right, where appropriate and permitted by law, to provide refunds in the form of credit notes, wallet credits, or service credits, subject to User consent.

Chargeback Protection Policy

The User agrees not to file any chargeback, dispute, or reversal request directly with their bank or financial institution without first engaging with the Company's Grievance Redressal mechanism. In the event of an unjustified chargeback, deposit dispute, or bank reversal request, the Company reserves the the right to suspend or block the User's account and offset/recover the chargeback fees and payment gateway dispute costs from any wallet credits or outstanding transactions.

Third-Party Services Disclaimer

For pharmacy, lab diagnostics, ambulance search, and other third-party healthcare partner services facilitated through the Platform, refunds are subject to confirmation, verify, and final approval by the respective third-party service provider in accordance with their statutory obligations and contractual arrangements. Nisarg Wellness Private Limited shall process refunds only upon receipt of clearance and confirmation from the respective third-party partner.

Fraud and Abuse

The Company reserves the right to withhold or deny refunds in cases of suspected fraud, misuse of promotional benefits, chargeback abuse, or violation of the Terms of Use.

Medical & Clinical Disclaimers

Medical services are provided by independent registered medical practitioners and healthcare professionals. The Company acts as a facilitating platform/aggregator and does not guarantee clinical outcomes or treatment results, except as required under applicable law.

Emergency Use Warning

The Company does not guarantee real-time availability of medical professionals, ambulance services, or response timelines through the Platform. Any delay in accessing emergency medical care through the Platform may result in serious injury or harm, and the Company shall not be liable for any loss, damage, injury, deterioration of health condition, or death arising from reliance on the Platform in emergency circumstances.

Record Retention

The Company may retain transaction records, prescriptions, call recordings, and service logs for regulatory compliance, audit, and dispute resolution in accordance with applicable law and RBI/data retention norms.

Grievances & Dispute Resolution

Users may raise complaints related to refunds and cancellations through the customer support channels listed on the Platform. The Grievance Redressal Officer of Nisarg Wellness Private Limited can be contacted at the following credentials in accordance with the Consumer Protection (E-commerce) Rules, 2020:

• Grievance Redressal Officer: Compliance & Grievance Manager
• Email: compliance@dratdoorstep.com
• Contact Desk: +91 8000126666

The Grievance Officer shall acknowledge complaints within forty-eight (48) hours and endeavour to resolve them within thirty (30) days from the filing date.

Governing Law & Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of India, including the Consumer Protection Act, 2019, the Consumer Protection (E-commerce) Rules, 2020, the Telemedicine Practice Guidelines, 2020, the Drugs and Cosmetics Act, 1940, and all other associated laws and rules.

Any disputes arising out of or in connection with the use of the Platform or Services shall be subject to applicable consumer protection laws, and the courts at Vadodara, Gujarat shall have exclusive jurisdiction.

Acceptance of Terms

By accessing or using the Platform or availing any Services, the User acknowledges that they have read, understood, and agreed to the terms of this Refund and Cancellation Policy.