Cancellation & Refund Policy

Effective: April 27, 2026 · Read together with our Terms of Use and Privacy Policy

This policy explains how cancellations, refunds, late arrivals, and no-shows are handled when you book a consultation through www.credence.health or app.credence.health. By placing a booking, you agree to this policy together with our Terms of Use.

1. How Payments Work: Authorisation and Capture

For paid Online Visits, your payment is processed in two stages through our PCI-DSS-compliant payment gateway, Razorpay:

• Authorisation: When you confirm the booking, your card issuer places a temporary hold on the consultation amount. You are not charged at this stage.
• Capture: The authorised amount is captured and charged only after the consultation has ended. A separate final receipt will be issued after the payment is captured.

If the consultation does not take place, the authorised hold will be released automatically. The released amount will typically become available within 5 to 7 working days, subject to the processing timelines of your card issuer or bank.

2. Cancellations by the Patient

• Cancellation 24 hours or more before the appointment: The full payment hold will be released, and no consultation fee will be charged.
• Cancellation less than 24 hours before the appointment: The consultation fee may be captured in full as a late-cancellation charge.
• Same-day cancellation: Same-day cancellations are not permitted. Where possible, you should reschedule the appointment instead of cancelling it.
• Online Visit or on-demand consultation: You may cancel the request at any time before a doctor accepts it. In that case, the payment hold will be released. Once a doctor has accepted the request and joined the consultation, the full consultation fee will apply unless the doctor cancels the consultation.

3. No-Shows and Late Arrivals

• If you are 5 minutes or more late for a scheduled appointment without prior notice, the appointment may be forfeited and the consultation fee may be charged in full.
• Missed appointments or no-shows may be charged in full.
• If your doctor does not respond within 5 minutes of the scheduled appointment time, you will not be charged and any payment hold will be released.
• If no doctor accepts an Online Visit request within 30 minutes, the request will be cancelled automatically and any payment hold will be released.

4. Situations Where Refunds Do Not Apply

Refunds are generally not available in the following situations because the consultation was delivered or the failure occurred outside the control of Credence Specialty Care/ Credence Digital Health:

• The consultation was completed and the call took place, including where consultation notes, advice, or a prescription were issued.
• Network, hardware, device, camera, microphone, browser, or internet connectivity issues on the patient's side prevented the consultation from proceeding. We recommend using a stable internet connection and the latest version of Chrome, Edge, or Safari.
• The patient was unreachable, failed to join the consultation, or missed the call.
• The request concerns disagreement with clinical advice or treatment. Clinical concerns are matters between the patient and the treating Registered Medical Practitioner and are governed by applicable professional regulations and consumer-protection law. Such concerns should first be raised in writing in accordance with Section 8 below.

5. Cancellations or Technical Failures by the Doctor or Platform

• If the doctor cancels the consultation, the payment hold will be released and no consultation fee will be charged.
• If a verified technical issue on our side prevents the consultation from taking place, such as an outage affecting the video-consultation infrastructure, the payment hold will be released.
• Where the payment has already been captured and a verified doctor-side or platform-side failure prevented the consultation from taking place, a full refund will be initiated.

6. Refund Timelines

• Payment-hold releases are initiated promptly and typically appear in your account or card statement within 5 to 7 working days, depending on your bank or card issuer.
• Amounts that have already been captured and are subsequently refunded are typically credited within 7 to 10 working days after refund approval.
• UPI refunds are generally processed within 1 to 3 working days.
• Refunds involving net banking, international cards, or certain financial institutions may take longer.
• Bank fees, card charges, currency-conversion charges, or foreign-exchange differences imposed by your bank or payment provider are not refundable by Credence Specialty Care/ Credence Digital Health.

7. How to Request a Refund

To request a refund, email us@credence.health from your registered email address. You may use credencehealthtech@gmail.com as a backup contact.

Please include the following information:

• Your full name and registered mobile number
• Your booking or consultation reference number
• The date of the consultation
• The reason for the refund request

We aim to acknowledge refund requests within 24 hours and communicate a decision within 7 working days. Approved refunds will be processed according to the timelines stated in Section 6.

8. Grievance Redressal and Consumer Rights

If you are not satisfied with our response, you may escalate the matter to our Grievance Officer using the contact details provided in our Privacy Policy.

You may also pursue any remedies available to you under applicable law, including the Consumer Protection Act, 2019, and may approach the appropriate Consumer Disputes Redressal Commission where legally entitled to do so.

9. Account Deactivation

You may request deactivation of your account at any time by writing to us@credence.health.

Deactivation of an account does not necessarily result in the immediate deletion of all records. Medical, consultation, prescription, billing, taxation, audit, and other records may be retained for the periods required under applicable law, professional regulations, and our Privacy Policy.

10. Changes to This Policy

We may update this policy from time to time. The current version will be made available through credence.health or app.credence.health/Home/CancelRefundPolicy .

Where reasonably practicable, material changes will be notified at least 7 days before they take effect.

11. Contact