Refund & Cancellation Policy

Last Updated: August 2026

At Doctro Health Private Limited ("Doctro"), we are committed to delivering immediate, transparent, and high-quality emergency and healthcare services. We recognize that unforeseen circumstances may require booking cancellations, and this policy outlines our refund rules clearly to balance fairness to our patients and support our frontline healthcare and emergency dispatch teams.

1. Ambulance Service Cancellation

Because emergency ambulances are mobilized with critical urgency and priority routing, cancellation charges apply based on dispatch progress:

• Free Cancellation Before Dispatch: If a booking is cancelled before an ambulance has been assigned or dispatched from our hub (typically within the first minute of request), a 100% full refund will be processed immediately.
• Cancellation Charges After Dispatch: Once an ambulance is dispatched and actively en route to your location, fuel and mobilization resources are expended. A standard nominal cancellation fee (₹500 or base dispatch fare) will be deducted, and the remaining balance will be refunded.
• Full Charge on Arrival: If the ambulance arrives at the designated pickup address and the trip is cancelled or the patient refuses boarding, full base charges apply and no refund will be issued.

2. Doctor Consultation

Appointments with certified physicians can be managed according to the following guidelines:

• Cancellation Up to 1 Hour Before: Consultations may be cancelled or rescheduled free of charge up to 1 hour prior to the scheduled appointment time for a 100% full refund.
• Cancellations Within 1 Hour & No-Shows: If a consultation is cancelled less than 1 hour before the scheduled start time or the patient does not attend, the consultation fee is non-refundable to compensate the physician's reserved time.
• Completed Consultations: No refunds are provided for completed consultations once clinical advice, triage, or prescriptions have been issued.

3. Lab Tests & Diagnostics

At-home sample collections and diagnostic laboratory bookings follow these criteria:

• Cancellation Before Sample Collection: Test bookings cancelled prior to the phlebotomist or field technician reaching the sample collection address will receive a 100% full refund.
• No Refund After Sample Taken: Once biological samples have been collected or clinical consumables opened, orders cannot be cancelled and fees are strictly non-refundable due to safety and medical processing protocols.

4. Refund Processing

Approved refunds are managed through our automated payment infrastructure under the following terms:

• Refund approvals are initiated immediately by Doctro upon confirmation of cancellation eligibility.
• Funds will be returned directly to the original payment method (UPI, Debit/Credit Card, Net Banking, or Digital Wallet).
• Refunds typically reflect in your account within 5 to 7 business days, depending on your financial institution's processing schedule.

5. Contact for Refunds

If you have any questions regarding cancellations, disputed charges, or refund status, please contact our dedicated billing and support team:

Doctro Health Private Limited — Billing Support
Email: [email protected]
Phone: +91-7044292538
Support Hours: 24/7 for Emergency Support | 9:00 AM – 8:00 PM IST for Billing Inquiries