Return and Refund Policy
Refund & Cancellation Policy
Last Updated: 25 August 2026
This Refund & Cancellation Policy explains the cancellation and refund terms applicable to bookings and payments made through DoctBank.
DoctBank is a healthcare appointment and diagnostic service-booking platform connecting patients with doctors, hospitals, clinics, pathology laboratories, radiology centres, and other healthcare service providers.
Because healthcare services and appointment availability can vary by provider, refund eligibility may depend on the type of booking and the circumstances of cancellation.
1. Doctor Appointment Booking
For eligible doctor appointments, patients may reserve an appointment by paying a ₹9 booking amount.
The ₹9 payment reserves the selected appointment slot, subject to successful payment and appointment confirmation.
The remaining consultation fee, where applicable, is generally payable directly to the doctor or healthcare provider at the clinic.
2. Patient Cancellation
A patient may request cancellation of an appointment through the available DoctBank cancellation process or by contacting DoctBank support.
Refund eligibility will depend on:
How long before the appointment the cancellation is made
The applicable appointment/provider cancellation rules
Whether the appointment has already started or been completed
Whether the healthcare provider has accepted or confirmed the appointment
Any applicable payment gateway conditions
The applicable cancellation and refund conditions may be displayed before or during the booking process.
3. ₹9 Booking Amount
The refundability of the ₹9 booking amount depends on the applicable cancellation conditions for the particular appointment.
If a booking is marked as refundable, the eligible amount will be processed according to the applicable refund terms.
If a booking is marked as non-refundable, the ₹9 booking amount will not be refunded except where required by applicable law or where DoctBank expressly approves a refund.
DoctBank recommends that patients carefully review the cancellation terms before completing payment.
4. Doctor or Clinic Cancellation
If a doctor, clinic, or hospital cancels a confirmed appointment, DoctBank may provide the patient with one or more of the following options, where applicable:
Reschedule the appointment
Select another available appointment
Receive an eligible refund
Where DoctBank determines that a refund is applicable, the refund will be processed according to the applicable payment and refund procedure.
5. Doctor Running Late
If a doctor is delayed but the appointment remains available, the booking may remain valid.
Patients should contact the clinic or DoctBank support if the waiting time becomes unreasonable.
A refund in such circumstances will depend on the circumstances and the applicable cancellation policy.
6. Patient No-Show
If a patient does not attend the appointment and does not cancel within the applicable cancellation period, the booking may be treated as a no-show.
In such cases, the ₹9 booking amount may not be refundable, subject to the applicable booking terms and applicable law.
7. Rescheduling
Where available, patients may request to reschedule an appointment.
Rescheduling is subject to:
Doctor availability
Clinic availability
The applicable booking conditions
The time remaining before the appointment
DoctBank does not guarantee that a requested rescheduling time will be available.
8. Diagnostic Test Cancellation
For pathology, radiology, imaging, and other diagnostic bookings, cancellation and refund terms may vary depending on:
The type of test
Whether the appointment/sample collection has started
The diagnostic centre's policy
Whether a report has already been generated
Whether any service has already been provided
Patients should review the applicable cancellation terms before booking.
9. Failed Payment
If payment fails but the amount is deducted from the user's bank account, the transaction may be subject to reconciliation between the payment gateway, bank, and DoctBank.
Users should contact DoctBank with the transaction/reference number if the booking is not confirmed after a successful debit.
Any eligible refund will be processed after verification.
10. Duplicate Payment
If a patient is charged twice for the same booking, DoctBank will investigate the transaction.
Where a duplicate payment is confirmed, the eligible additional payment may be refunded after verification.
11. Refund Processing
Once a refund is approved, it will normally be initiated through the payment method or payment gateway used for the original transaction.
The time taken for the amount to appear in the user's bank account or payment instrument may depend on the payment gateway, bank, card network, UPI provider, or other financial institution.
DoctBank cannot guarantee the exact time taken by a third-party financial institution to credit the refund.
12. Refund Amount
Unless otherwise stated, the refund amount will be based on the amount actually paid through DoctBank for the relevant booking and the applicable refund conditions.
Any consultation fee paid directly to a doctor, clinic, hospital, or diagnostic centre is generally subject to that provider's own refund policy and is not automatically refundable through DoctBank.
13. Non-Refundable Situations
Subject to applicable law, a refund may not be available where:
The patient does not attend the appointment
The patient cancels after the permitted cancellation period
The appointment/service has already been completed
A diagnostic service has already been provided
A report has already been generated
The booking terms specifically state that the payment is non-refundable
The issue is caused by incorrect information provided by the patient
The patient has violated the applicable booking terms
14. Exceptional Circumstances
DoctBank may consider refund requests on a case-by-case basis in exceptional circumstances, including technical problems, duplicate transactions, provider-related issues, or other circumstances where a refund is reasonably appropriate.
Approval of an exceptional refund does not create an obligation to provide the same refund in every future case.
15. How to Request a Refund
To request a refund or report a payment problem, please contact DoctBank with:
Patient name
Registered mobile number
Booking/reference number
Appointment date and time
Payment transaction ID
Amount paid
Reason for the refund request
Providing complete information helps DoctBank investigate the request more quickly.
16. Refund Fraud and Abuse
DoctBank reserves the right to investigate suspicious or fraudulent refund claims.
Refund requests involving false information, repeated abuse, fraudulent transactions, or misuse of the platform may be rejected or referred for further investigation, subject to applicable law.
17. Changes to This Policy
DoctBank may update this Refund & Cancellation Policy from time to time.
The latest version will be published on this page with the revised "Last Updated" date.
18. Contact Us
For cancellation and refund-related assistance, please contact:
DoctBank
Head Office:
Bansdroni, Kolkata, West Bengal – 700070, India
Email: lifelinewr@gmail.com
DoctBank
Making healthcare appointment booking simpler, accessible, and convenient.