- reliableDrs is a healthcare technology platform owned and operated by Vehonitor Enterprises, Chennai, India. It connects patients and clients with verified doctors and therapists for online and in-person consultations. This Refund Policy explains when and how refunds are processed for payments made through the platform.
1. Scope:
- This policy applies to all payments made by patients and clients through reliableDrs, including online consultations and therapy sessions, under both the Healthcare and Psychology modules.
2. When you are eligible for a full refund
- You are entitled to a full refund of the consultation fee in the following cases: The doctor or therapist declines your appointment request.
- The doctor or therapist does not respond to your appointment request within the platform’s response window and the appointment lapses automatically.
- The doctor or therapist cancels a confirmed appointment for any reason.
- The doctor or therapist fails to join the consultation at the scheduled time, and the session does not take place.
- A technical issue on the reliableDrs platform prevents the consultation from taking place, where the issue is verifiable from our system logs.
- Duplicate payment was charged due to a payment gateway error.
3. When refunds are not available
- Refunds will not be issued in the following cases:
- The patient does not join the consultation at the scheduled time (no-show).
- The consultation took place as scheduled, regardless of the outcome of the consultation or the patient’s satisfaction with the doctor or therapist’s advice.
- The patient provided incorrect personal or medical information that affected the consultation.
- Disputes related to the medical or clinical content of the consultation. Such matters fall outside the scope of this policy and should be raised directly with the concerned doctor, therapist, or the relevant medical council.
4. How to request a refund
- Guest users – Appointment ID can be used to access the appointment information page via the search appointment page. If the appointment is more than 24 hours away, a cancel option will be available to cancel the appointment, upon cancellation, refund will be initiated. (Note: The option to cancel via appointment information page will not be available if the appointment start time is in the past or if the appointment start time is less than 24 hours away)
- Registered users – Access the appointment information page via the “My Appointments” option in the top bar menu available to registered users post logging in. If the appointment is more than 24 hours away, a cancel option will be available to cancel the appointment, upon cancellation, refund will be initiated. (Note: The option to cancel via appointment information page will not be available if the appointment start time is in the past or if the appointment start time is less than 24 hours away)
- Refund requests can be raised by contacting our support team at support@reliabledrs.com or by calling 044-49506077. When raising a request, please include:
- Your Appointment ID
- The registered email address or phone number used for booking
- A brief description of the reason for the refund request
5. Refund processing time
- Approved refunds will be initiated within 3 business days of approval. Once initiated, the refunded amount will reflect in the original payment method within 5 to 7 business days, depending on your bank or card issuer. All refunds will be processed to the original payment method used at the time of booking.
6. Contact
