Refund & Cancellation Policy

Last updated: 13 Sep 2026 (v6)
Draft notice: this document has not yet been reviewed by a lawyer. It reflects how the platform actually works today and is provided as a starting point for legal review before being relied upon.

Self-Cancellation Window

Appointments may be self-cancelled by the patient any time up until a short window before the scheduled appointment time (shown at the time of booking) — once that window begins, the appointment cannot be self-cancelled by the patient. If the doctor or the hospital cancels the appointment, there is no such time restriction.

How a Refund Is Broken Down

When a cancellation is eligible for a refund, the amount is broken down as follows:

  • Doctor/Healthcare Fee: refundable according to this cancellation policy, after deducting the payment gateway's transaction/processing fee applicable at the time of the refund. This fee is retained by the gateway itself and cannot be returned to you.
  • UABS Booking/Platform Fee: non-refundable once the booking service has been successfully provided; no credit note is issued for this portion.
  • GST: applicable to the taxable UABS Booking/Platform Fee and treated according to applicable GST rules. As this GST is charged on a fee that is itself non-refundable once the service has been provided, it is not refunded either.

Multi-Visit Packages

Multi-visit packages purchased through the app are tied to your account and the specific doctor, are non-transferable, and follow the same cancellation/refund rules as individual appointments.

How Refunds Are Processed

Refunds are processed back to the original payment method via our payment gateway. Actual credit timelines depend on your bank/card issuer and the gateway's own processing time, typically a few business days.

Changes to This Policy

This policy may be updated from time to time; material changes will be reflected here with an updated revision date.