Refund and Cancellation Rules Matrix
To ensure complete transaction fairness and maintain compliance with payment processors (such as Razorpay), MedQuants enforces structured cancellation parameters across our decentralized services:
| Service Type | Cancellation Window | Refund Eligibility | Non-Refundable Parameters |
|---|---|---|---|
| Doctor Appointments | Up to 2 hours before scheduled slot | Full refund if cancelled ≥ 2 hours before | No refund for no-shows or cancellations under 2 hours |
| Lab & Diagnostics | Before phlebotomist home collection | Full refund before biological sample gathered | Once sample is collected or testing sequence begins |
| Medicine Orders | Before order processed or dispatched | Refund only if cancelled before pharmacy dispatch | Once items are shipped or delivered (except defects) |
Cancellation Guidelines
You can cancel or reschedule any prepaid teleconsultation or physical visit up to 2 hours before the scheduled time slot. Cancellations under the 2-hour window are subject to the consulting doctor's custom allocation policy and will result in a forfeit of the booking fee. Missed consultations (no-shows) are entirely non-refundable.
You retain the option to cancel or reschedule lab tests free of charge before the phlebotomist arrives at your designated address for sample gathering. Once sample collection has occurred or laboratory processing has commenced at the facility, the booking is closed and the transaction is non-refundable.
Medicines cannot be cancelled once the pharmacy packing team processes the order and initiates transport. If cancelled immediately after purchase and prior to shipping, a full refund is processed. Once medicines are delivered, refunds are issued strictly in the event of wrong delivery, packing mistakes, or damaged items.
Refund Processing Timeline
Approved refunds are initiated on our system within 7 business days of verification. Once processed by our billing team, funds are settled back to your original payment instrument through Razorpay's banking channels within 5 to 7 additional business days:
Refund Processing Pipeline
Refund Mode: All transactions are rolled back strictly to the original source instrument (UPI ID, credit card, net-banking node, or wallet) used at checkout. We do not support direct cash refunds or bank transfers to alternative accounts for security reasons.
Transaction Fees: While MedQuants does not charge additional transaction fees, payment processing fees deducted by Razorpay at checkout may be adjusted from the final refund amount.
Exceptions and Non-Refundable Items
Certain medical services and therapeutic products are entirely excluded from our refund pipelines due to safety and health regulations:
Consultations that have already occurred, diagnostics performed, and pathology samples collected are considered executed actions and are ineligible for billing refund.
Injections, insulin, vaccines, and specialized refrigerated medications are completely non-returnable once delivered in clean condition, due to strict temperature limits.
Hygiene items, surgical dressings, and loose medicine strips once unpacked are non-returnable to maintain strict clinical safety protocols.
Discounts, partner vouchers, or seasonal promotional cashbacks spent during purchase cannot be converted to bank balance during transaction rollbacks.
Shipping & Delivery Policy
MedQuants coordinates with licensed pharmacies and localized hyper-local logistics agents to dispatch medical essentials:
Delivery Locations
Medicine dispatch is restricted strictly to pinnable codes listed within our verified checkout page. Orders addressed to unserviceable areas are cancelled automatically at checkout.
Delivery Timelines
Metropolitan zones see standard packing dispatch within 24 to 48 hours. Rural regions may require longer transit schedules. Express orders are tracked via real-time driver telemetry coordinates.
Receiving Shipments
We request you to verify item seals at delivery. If you note packaging defects or damaged seals, decline to accept delivery and contact us for instant replacement.
Prescription Verification Policy
To maintain absolute legal alignment with India's Drugs and Cosmetics Rules, 1945, MedQuants enforces structured verification steps for all regulated medicines:
- Valid Prescription Mandate: You must upload a clean, legible physician prescription containing the medical practitioner's registration number, signature, clinic seal, and patient name for all Schedule H, H1, or X items.
- Pharmacist Review: Licensed retail pharmacists analyze all uploads against standard verification parameters. Incomplete, expired, or suspicious documents are instantly rejected.
- Call Verification: Our partner pharmacists reserve the right to place telephonic confirmation calls to the patient or doctor to verify dosage guidelines or suggest generic chemical substitutes.
Medical & Telemedicine Disclaimers
The informational text, doctor listings, pathology breakdowns, and health metrics compiled across our platform do not represent formal medical diagnosis or advice. Always consult a certified, registered physician regarding physical or mental healthcare decisions.
MedQuants is not structured, configured, or authorized to support physical or mental health emergencies. If you are experiencing a severe cardiac event, respiratory failure, or a life-threatening crisis, contact national emergency grids immediately (dial 108 or 112 across India) or move to the nearest physical casualty ward.
Contact & Grievance Redressal
Inquiries regarding billing errors, duplicate transactions, refund timelines, or corporate registrations can be filed through our primary support channels:
Official Consumer Grievance Desk
Per the mandates of India's Consumer Protection (E-Commerce) Rules, 2020, you may write directly to our designated Grievance Officer: