Refund & Cancellation

This Refund & Cancellation Policy forms part of the Terms of Use and explains when you may cancel a Booking, when you are eligible for a refund, and how refunds are paid out. It applies to all Services on the Vividh Health Platform.

1. Where refunds are paid

• Vividh Wallet (default): instant credit, usable for any future Service. Wallet balance does not expire and is not encashable except where required by law.
• Original payment method: on request, the eligible amount is reversed to the card, UPI, or netbanking account used at checkout. Processing typically takes 3–7 business days and is subject to bank/PSP timelines.

Where a refund is initiated, we share the refund reference with you on the order page and by SMS/WhatsApp. Bank settlement timelines are controlled by the bank or PSP and are outside our control.

2. Lab tests and test packages

2.1 Cancellation by you

• Before the Field Partner is dispatched: 100% refund.
• After dispatch but before sample collection: 100% refund; a small visit fee may apply where the Field Partner has already reached the address.
• After sample collection: not refundable, since processing has begun.

2.2 Failed or rejected collection

• Field Partner does not arrive within the slot: 100% refund plus a goodwill wallet credit if you opt to rebook.
• Sample rejected by the Lab for technical reasons (hemolysis, insufficient volume, transport breach): we will offer a free re-collection. If you do not wish to rebook, you receive a 100% refund.
• Report not delivered within the published TAT due to a Vividh or Lab issue: we will escalate immediately; if the report remains undelivered beyond 48 hours past TAT, you may opt for a 100% refund.

2.3 Re-test for disputed values

Where you reasonably dispute a result, the Lab may, at its discretion, offer a free re-test of the same sample if it remains within stability windows, or a fresh collection. The Lab's clinical determination is final on the result.

3. Doctor consults (telemedicine)

• Cancellation by you, more than 2 hours before the slot: 100% refund.
• Cancellation by you, within 2 hours: 50% refund.
• No-show by you (you do not join within the grace window the Doctor has set, typically 10 minutes): not refundable.
• Doctor cancels or no-shows: 100% refund plus the option to rebook with another Doctor at no extra cost.
• Technical failure on Vividh's side that prevents the consult: 100% refund.

Where a prescription is issued during the consult, the consult fee is not refundable once the prescription is generated, save where the Doctor explicitly approves a refund.

4. Physiotherapy sessions

• Cancellation more than 4 hours before the slot: 100% refund.
• Cancellation between 4 hours and 1 hour before the slot: 50% refund.
• Cancellation within 1 hour, or no-show: not refundable.
• Physiotherapist no-show: 100% refund plus a goodwill wallet credit if you rebook.

For multi-session packages, refunds for the unused portion are computed pro-rata at the published per-session rate.

5. OTC medicines

OTC medicines are regulated under the Drugs and Cosmetics Act, 1940 and Rules, 1945. Returns are therefore limited:

• Before dispatch: 100% refund on cancellation.
• Damaged, defective, expired, or incorrect product: full refund or replacement, on report within 48 hours of delivery with photographs and the batch/expiry label.
• Change of mind after delivery: not eligible for return, in line with regulatory restrictions on resale of pharmaceutical products.

Replacements are subject to product availability with the dispensing pharmacy partner.

6. Wallet, coupons, and rewards

• Amounts paid to Vividh that have been credited as Wallet balance can be refunded to the source payment method, on request, subject to identity verification.
• Cashback, promotional credit, scratch-card rewards, and referral credit are non-refundable and follow the specific terms of each promotion.
• Coupons consumed against a Booking are restored to Wallet if the Booking is cancelled and the coupon's validity has not expired.

7. How to request

1. Open the order in the Platform and tap Cancel or Request refund; the system will compute eligibility automatically based on the rules above.
2. For disputes or items not covered above, write to support@vividh.health within thirty (30) days of the Booking date with your Order ID, a clear description, and supporting evidence (photographs for damaged OTC, consult logs, partner-failure timestamps).
3. If you are unsatisfied with the resolution, you may escalate to our Grievance Officer per the Grievance Redressal Policy.

8. Vividh's right to refund

Vividh may, at its discretion, issue full or partial refunds (typically to Wallet) outside the matrix above for reasons of fairness, customer goodwill, or where required by law — for example, an extended outage, a confirmed Provider error, or a regulatory direction. Such discretionary refunds do not create an entitlement for future Bookings.

9. Force majeure

Where a Booking cannot be fulfilled because of events outside reasonable control (natural disasters, public-health emergencies, network outages, regulatory restrictions), you will receive a 100% refund or, at your option, a free reschedule.

10. Contact

For any refund query: support@vividh.health.
For escalations: see Grievance Redressal.