Welcome to DocSeva. These Terms and Conditions govern your use of the DocSeva website and services provided by Ridely Mobility Pvt Ltd.
By accessing our website and using our services (doctor consultations, lab tests, ambulance booking, and health subscription plans), you agree to these Terms and Conditions.
DocSeva is a healthcare technology platform. We facilitate connections between patients and verified healthcare providers. We do not provide medical advice directly but act as a technology intermediary.
You must provide accurate information during registration. Any misuse of the platform (e.g., false emergency SOS) may result in account termination.
All prices are quoted in Indian Rupees (INR). Payments are processed through our designated payment gateway partners (PayU and Cashfree). Pricing for consultations and tests is subject to change.
Refund eligibility for patient-initiated cancellations depends on how far in advance the appointment is cancelled relative to the scheduled start time:
| When you cancel | Refund | Notes |
|---|---|---|
| 24 hours or more before slot | 100% | Slot is released; doctor receives no payout. |
| 1 hour to 24 hours before slot | 50% | Doctor receives a 50% payout for the held time. |
| Less than 1 hour before slot | 0% (late cancellation) | Doctor receives the full payout for the held slot. You may reschedule at a discounted rate. |
Refunds are initiated to your original payment method through our payment partner (PayU or Cashfree) and typically credit within 5–7 business days (UPI and wallet refunds are usually faster).
If a doctor or DocSeva administrator cancels a confirmed appointment, you will receive a 100% refund and a free reschedule offer. Repeated cancellations by a doctor (5 or more in any 30-day window) are surfaced in the admin review queue for manual follow-up. No automatic suspension, freeze, or block is applied. Any restriction can only be applied by a human admin after reviewing the case.
Every appointment includes a 10-minute grace period from the scheduled start time. After the grace window expires, the appointment is automatically resolved as follows:
| Scenario | Patient refund | Doctor payout |
|---|---|---|
| Patient did not join (doctor did) | 70% refund to the patient. | 30% — the doctor held the slot and waited. |
| Doctor did not join (patient did) | 100% refund + free reschedule. | 0%. The case is surfaced in the admin review queue. No automatic strike, freeze, or suspension is applied. |
| Neither party joined | 100% refund + free reschedule. | 0%. |
After 3 missed appointments on a patient account, a "Prepay Required" status is displayed on the patient's booking screen. The patient is not blocked, suspended, or frozen: bookings remain fully available, but payment must clear via the in-app checkout before the slot is confirmed. (This is also the default booking flow on DocSeva, so most patients will not notice any change.) The status is a courtesy reminder, not a penalty.
After 3 confirmed doctor no-shows in a 60-day window, the case is escalated as an admin alert for manual follow-up. The DocSeva team contacts the doctor directly to understand the cause. The doctor's account remains fully active throughout this process; no automatic suspension, payout hold, or restriction is applied. Any disciplinary outcome (warning, payout hold, suspension) requires an explicit admin decision.
If the doctor joins after the 10-minute grace window, the patient is prompted to choose: (a) continue with the consultation — the doctor receives full payout; or (b) exit — the patient receives a 100% refund and the doctor receives a 50% payout for time held. The doctor also receives a soft warning notification reminding them to be on time. No restriction, freeze, or account action is taken automatically for a single late join.
Patients are never auto-blocked, auto-suspended, or auto-frozen for missing an appointment. Doctors are never auto-blocked, auto-suspended, or auto-frozen for missing or joining late. Only manual admin action, after review, can restrict any account.
Our platform allows a 5-minute reconnect window after a disconnect. If the consultation session lasted less than 5 minutes due to connectivity issues and could not be resumed, you are entitled to a 100% refund or a free reschedule, and the doctor receives a 50% payout. If the session lasted 5 minutes or more, it is treated as completed.
If DocSeva or our video calling provider experiences a confirmed outage that prevents your consultation, the appointment is marked as a system failure: you receive a 100% refund and a free reschedule link automatically, and the doctor is paid in full (the failure is not their fault).
Issues with your microphone, camera, or device are not eligible for a refund. The app offers an audio-only fallback mode so the consultation can proceed. If you choose not to proceed, no refund is due, but you may book a new appointment at standard rates.
If a payment fails and your appointment is not confirmed, no charge will stand. If your bank reports a deduction despite the failure, the amount is auto-refunded by our payment processor; expected timeline is 5–7 business days.
If two charges are recorded for the same appointment (for example because the payment screen was tapped twice), the duplicate amount is automatically detected and refunded without requiring a support ticket. You will receive a notification confirming the refund.
If your doctor is unable to complete a consultation that has already started (for example, due to a power cut or an emergency on the doctor's side), they may mark the appointment as incomplete. In that case, a free 15-minute follow-up appointment is automatically scheduled within 24–48 hours at no additional cost. The doctor retains their full payout for the original attempt.
If, during a live consultation, a doctor identifies a medical emergency requiring immediate physical attention, they may flag the appointment as a medical emergency and trigger DocSeva's integrated ambulance dispatch. In this case:
Calling an ambulance does not waive any clinical fees that have already been incurred.
If you are dissatisfied with the advice or behaviour of a doctor during a completed consultation, you may raise a complaint through the "Report Issue" option on the booking details screen. Each complaint opens a support ticket that is reviewed and worked on manually by our team:
Refunds for quality disputes are discretionary and decided case-by-case; quality complaints are not auto-refunded.
All eligible refunds are issued to your original payment method through our payment partner (PayU or Cashfree). UPI & wallet refunds typically settle within 24 hours; card and net-banking refunds can take 5–7 business days depending on the issuing bank. Refund status is visible inside the DocSeva app under the relevant booking.
DocSeva does not automatically block, suspend, freeze, or restrict any user account — patient or doctor — under any circumstance. Concerning events are routed to one of three manual workflows:
Any disciplinary outcome — formal warning, payout hold, suspension, or account closure — requires an explicit decision by a human admin. The system itself never applies such outcomes.
Patients are never auto-blocked for missing appointments. Doctors are never auto-blocked for no-shows, late joins, cancellations, or disputes. The "Prepay Required" status (after 3 patient no-shows) and the "admin alert" tag (after 3 doctor no-shows in 60 days) are informational signals only; they do not restrict booking or platform access.
Ridely Mobility Pvt Ltd is not liable for the medical outcomes of consultations or tests booked via the platform. We verify our partners, but professional liability rests with the respective healthcare provider. Our financial liability for any single booking is capped at the total amount you paid for that booking, regardless of the cause.
For any queries regarding these terms, contact us at: