This Refund and Cancellation Policy applies to all services booked via DocSeva, operated by Ridely Mobility Pvt Ltd. These rules mirror what the DocSeva app enforces automatically. For the full appointment terms, see our Terms & Conditions.
Refunds for patient-initiated cancellations depend on how far before the scheduled start time you cancel:
| When you cancel | Refund to you |
|---|---|
| 24 hours or more before the slot | 100% refund |
| Between 1 and 24 hours before the slot | 50% refund |
| Less than 1 hour before the slot | No refund (you may reschedule at a discount) |
If a doctor or DocSeva cancels a confirmed appointment, you receive a 100% refund and a free reschedule.
Every appointment has a 10-minute grace period. After it expires:
| Scenario | Refund to you |
|---|---|
| You did not join (the doctor did) | 70% refund (the doctor kept 30% for holding the slot) |
| The doctor did not join (you did) | 100% refund + free reschedule |
| Neither party joined | 100% refund + free reschedule |
If a consultation ends within 5 minutes due to a connectivity failure, or a platform outage prevents it, you receive a 100% refund or a free reschedule.
You may cancel a lab booking for a 100% refund any time before a phlebotomist is assigned or a sample is collected. Once collection is under way, the booking can no longer be cancelled. Unconfirmed bookings that are not actioned in time are auto-cancelled with a full refund.
Ambulance dispatch is an emergency service billed by the ambulance partner per their tariff. Where a payment has been collected through DocSeva and the trip is cancelled before service begins, any eligible amount is refunded as described below; dispatch fees already incurred are non-refundable.
Health subscription plans are billed for the chosen term and are non-refundable once active; your benefits remain available until the plan expires. You may choose not to renew at any time.
If two charges are recorded for the same booking (for example, the pay button was tapped twice), the duplicate is automatically detected and refunded in full — no support ticket needed. You will receive a confirmation notification.
If you are unhappy with a completed service, raise a complaint via the "Report Issue" option on the booking. We acknowledge within 2 hours and typically resolve within 24–48 hours. Refunds for quality disputes are decided case-by-case.
For refund-related queries, please reach out to our support team: