Refund Policy

This Refund Policy explains how refunds, cancellations, and related payments are handled for the OGA Care Services. It supplements our Terms & Conditions. Payments are processed by Razorpay.

1. Overview

Where a healthcare organisation (Customer) uses OGA Care to charge patients for consultations, the Customer is the merchant of record for those clinical services and sets its own clinical and pricing terms. OGA Careprovides the billing tooling and facilitates refunds in line with this policy and the Customer’s instructions. Refunds for OGA Care’s own platform subscription fees are described in Section 6.

2. Consultation Refunds

A patient who has paid for a consultation may be eligible for a refund where the consultation did not take place, was cancelled within the applicable window, or where required by law. Eligibility and approval of clinical-service refunds rest with the Customer providing the consultation.

3. Cancellation Windows

• A consultation cancelled at least 24 hours before the scheduled time is eligible for a full refund.
• Cancellations made within 24hours of the scheduled time may be subject to a cancellation fee or be non-refundable, at the Customer’s discretion and as disclosed at booking.

4. Failed Consultation Handling

If a paid consultation cannot proceed due to a clinician no-show, a platform failure, or a technical fault on our side, the patient is entitled to a full refund or, where preferred, a rescheduled appointment at no extra charge.

5. Duplicate Payments

If you are charged more than once for the same consultation or subscription period due to a technical or payment error, the duplicate amount will be refunded in full once verified.

6. Subscription Refunds

Platform subscription fees are billed in advance and are generally non-refundable for the current billing period, except where required by law. You may cancel at any time to stop future renewals; cancellation takes effect at the end of the current period and you retain access until then. At our discretion, we may issue partial credits for documented service disruptions caused by us.

7. Non-Refundable Scenarios

• Consultations that were delivered as described.
• No-shows or late cancellations by the patient outside the cancellation window.
• Subscription fees for an elapsed billing period (subject to Section 6 and applicable law).
• Charges arising from a Customer’s own pricing terms that were accepted at the time of payment.

8. Processing Timelines

Approved refunds are initiated within 7business days. The time for funds to appear depends on your bank or card issuer and Razorpay’s processing times, and is outside OGA Care’s control. Refunds are issued to the original payment method.

9. How to Request a Refund

For consultation refunds, contact the healthcare organisation that provided the consultation. For billing errors, duplicate charges, or platform-subscription questions, contact support@ogacare.in. Unresolved complaints may be escalated via our Grievance Officer.