Refund & Cancellation Policy

• Appointment fees are processed through our RBI-authorised payment-gateway partners (Razorpay and/or Cashfree) and settled to the Tenant. These fees are for services rendered by the Tenant, not by Treatlly.
• Each Tenant sets and manages their own refund and cancellation policy. This includes, but is not limited to, cancellation windows, cancellation charges or penalties, partial refund terms, rescheduling policies, and no-show policies.
• Patients must review the specific refund and cancellation policy of the Tenant before booking and paying for an appointment. The Tenant’s policy will be displayed on the Tenant’s booking page (where available) or may be obtained by contacting the Tenant directly.
• Where online self-cancellation is not enabled, or where a Patient disputes a charge or refund amount, refund requests should be directed to the respective Tenant (doctor, clinic, or hospital), who is responsible for approving and processing refunds in accordance with its own policy. Treatlly will assist in facilitating contact with the Tenant where needed.
• Treatlly shall not be liable for any disputes between a Patient and a Tenant regarding refunds, cancellations, cancellation charges, rescheduling, or any other matter related to the medical appointment or services.

• Appointment-fee payments are settled directly to the Tenant’s linked settlement account through the payment gateway’s split-settlement facility, as per the gateway’s standard settlement timeline.
• Treatlly does not receive, hold, pool, or delay patient funds. Settlement timelines are determined by the RBI-authorised payment gateway and are subject to the gateway’s terms of service and applicable Reserve Bank of India (RBI) regulations.
• Where a refund is approved by a Tenant after settlement has already occurred, the Tenant is responsible for processing the refund to the Patient from their own account or through the refund mechanism available on the Platform.
• Treatlly is not responsible for any settlement delays, failed settlements, or payment processing errors caused by the payment gateway or the Tenant’s banking provider.

The following refund and cancellation terms apply to Treatlly’s SaaS subscription fees paid by Tenants (doctors, clinics, hospitals) for using the Platform:

• Free Trial Period: If a free trial is offered, the Tenant may cancel at any time during the trial period without any charge. No payment is required during the trial period.
• Monthly Subscriptions: Tenants may cancel their monthly subscription at any time by providing notice through the Platform or via email to webmaster@treatlly.com. The subscription will remain active until the end of the current billing cycle. No pro-rata refunds will be issued for the unused portion of the current billing cycle.
• Annual Subscriptions: Tenants on annual subscription plans may cancel at any time. The subscription will remain active until the end of the annual billing period. Refunds for annual subscriptions will be considered on a case-by-case basis, subject to how much of the subscription period has been utilised and the reason for cancellation. To request a refund, Tenants must write to webmaster@treatlly.com within 30 days of the annual subscription start date.
• Termination by Treatlly: If Treatlly terminates a Tenant’s account due to a breach of the Terms of Use, no refund shall be issued. If Treatlly discontinues the Service or materially reduces its functionality, a pro-rata refund for the unused subscription period shall be provided.

• Treatlly acts solely as a technology infrastructure provider. We provide the platform that enables appointment booking and payment collection, but we do not provide medical services, guarantee doctor availability, guarantee appointment time slots, or guarantee the quality of medical treatment.
• We are not responsible for any refund disputes, cancellation disputes, or payment-related grievances between Patients and Tenants. All such disputes must be resolved directly between the Patient and the respective Tenant.
• Treatlly shall not be liable for any loss, damage, or inconvenience arising from a Tenant’s refusal to issue a refund, delayed refund processing, cancellation charges levied by a Tenant, or any other aspect of the Tenant’s refund and cancellation policy.
• In the event of a technical error on the Platform resulting in duplicate payment or incorrect charge amount, the Patient should report the issue to webmaster@treatlly.com within 7 (seven) days. We will investigate and, if the error is attributable to a Platform malfunction, process the correction within a reasonable timeframe.

• Appointment Fee Refunds: Once a cancellation is processed (either via online self-cancellation under the Tenant’s configured policy, or after approval by the Tenant), refunds are processed through the payment gateway. The refund will typically reflect in the Patient’s original payment method within 5–10 business days, depending on the payment mode and the Patient’s bank or card issuer.
• Subscription Refunds: Approved subscription refunds will be processed within 10–15 business days to the original payment method used for the subscription.
• Technical Error Refunds: Refunds for duplicate payments or incorrect charges caused by Platform errors will be processed within 7–10 business days after verification.

• Tenants are required to establish and maintain their own refund and cancellation policy in compliance with the Consumer Protection Act, 2019 and applicable regulations.
• Tenants are encouraged to display their refund and cancellation terms prominently on their booking page to ensure transparency for Patients.
• Tenants shall handle all Patient refund requests in good faith, promptly, and in compliance with applicable consumer protection laws.
• Tenants agree to indemnify Treatlly against any claims, damages, or losses arising from disputes with Patients regarding refunds, cancellations, or services rendered.

This Policy is framed in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000 and rules made thereunder. Patients who are dissatisfied with a Tenant’s refund or cancellation decision may seek redressal through the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, against the Tenant directly. Treatlly, being a technology service provider and not a party to the medical services transaction, is not liable under consumer protection laws for the acts or omissions of Tenants.

We may update this Refund & Cancellation Policy from time to time. Material changes will be notified to registered Tenants via email or a prominent notice on the Platform. The updated Policy will be effective from the date of posting. Continued use of the Platform after such changes constitutes acceptance of the revised Policy.

This Policy shall be governed by and construed in accordance with the laws of the Republic of India. Any disputes arising out of or in connection with this Policy between Treatlly and any Tenant (doctor, clinic, or hospital) shall be subject to the exclusive jurisdiction of the Civil Courts at Patna, Bihar, India. This exclusive-jurisdiction clause applies to disputes with Tenants and does not limit any statutory right of a Patient who is a consumer to approach a Consumer Disputes Redressal Commission having jurisdiction under the Consumer Protection Act, 2019.