Payment & Refund Policy

_{Effective Date: April 17, 2025}

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We are committed to providing clear, fair, and secure billing practices. This policy outlines how payments are collected, how refunds are processed, and the rights of our users related to financial transactions for services booked through the Dr. Morepen Home app and website.

1. Payment Methods

We accept a variety of secure payment methods for your convenience:

• UPI (PhonePe, GPay, Paytm, etc.)
• Debit/Credit Cards (Visa, MasterCard, Rupay)
• Net Banking
• Wallets
• Cash (only for services explicitly marked as eligible for payment after service) 

Payment is collected either:

• In advance (Prepaid) for services that require logistical planning or consumables, such as Lab Tests, Vaccinations, and Wellness IVs. 
• After service (Postpaid) or In advance (Prepaid) for consultations, depending on the service type and location. 

We use PCI-DSS-compliant third-party payment gateways to ensure the highest level of transaction security.

2. Booking Confirmation

Your service appointment is confirmed only after successful payment for prepaid services. Once payment is complete, you will receive a booking confirmation via SMS,Whatsapp, and/or an in-app notification.

In case of payment failure:

• The booking will remain in a “pending” state.
• You may retry the transaction or choose an alternative payment method to confirm your appointment.

3. Cancellation & Rescheduling Policy

We understand that plans can change. Our cancellation policy is designed to be fair to both our users and our medical professionals.

• Doctor / Nurse Home Visit:
  
  
  
  • Free Cancellation/Rescheduling: You may cancel or reschedule your appointment for a full refund if you do so at least 4 hours before the scheduled appointment time.
  • Cancellation Fee: If you cancel within 4 hours of the scheduled time or after the Medical Professional has been dispatched, a cancellation fee of ₹500 will be charged to cover travel and time costs. The remaining amount, if any, will be refunded.
  • No Refund: No refund will be issued if the cancellation is requested after the Medical Professional has arrived at your location.
• Lab Test at Home:
  
  
  
  • Free Cancellation/Rescheduling: You may cancel or reschedule a lab test booking for a full refund if the request is made at least 6 hours before the scheduled sample collection time.
  • Visit Fee: If you cancel after the phlebotomist has been dispatched, a visit fee of ₹150 will be applicable.

Certain high-value or specialized services may have stricter cancellation terms, which will be clearly highlighted at the time of booking.

4. Refund Policy

Refunds will be processed in the following situations:

• A prepaid service was canceled by you within the allowed time window.
• A service was not delivered due to an internal error from our side (e.g., a medical professional no-show).
• The service delivered was materially different from what was promised, as verified by our support team after an escalation.

Refunds will generally not be issued for:

• Services canceled after the allowed time window has passed.
• Services that have been partially or fully completed.
• The cost of consumables (e.g., vaccine kits, IV fluids) that have already been opened or dispatched for your appointment.
  All eligible refunds are credited to the original payment method within 5–7 business days, depending on the processing time of your bank or wallet provider.

For any assistance with payments or refunds, please contact our support team:

📧 hello@drmorepenhome.com

📞 +91 95 7000 9000

5. Subscription Services (Long-Term Care & Annual Plans)

If you have subscribed to a Long-Term Care or Annual Health Plan: 

• You may cancel the plan within 24 hours of activation for a full refund, provided no services under the plan have been used.
• If any service under the plan has been availed, a prorated refund may be considered, calculated based on the services used and subject to management approval.

6. Invoicing & Taxes

All service fees displayed on our platform are inclusive of applicable taxes, including GST, unless explicitly stated otherwise. A digital invoice for your transaction is sent to your registered email address and/or mobile number after each service. A complete history of your services and corresponding receipts is also available in your user profile on our app and website.

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