Refund &
cancellation.
Transparent guidelines on service cancellations, subscription refunds, and transaction processing in compliance with Indian regulatory standards.
Legal & Regulatory
Framework
This policy is governed in accordance with Indian regulatory standards to ensure maximum transparency and protection for our members.
1. Governing Acts
DOR operates as a facilitator/aggregator platform connecting users with healthcare professionals, labs, and service providers.
2. Service Liability
Coordination
DOR provides care coordination and wellness services.
Independent RMPs
Medical consultations are delivered by independent practitioners.
Platform Role
DOR acts as an aggregator facilitating clinical access.
DOR does not practice medicine and is not liable for clinical outcomes. This distinction is critical under Indian law to limit platform liability.
3. Subscription Membership
3.1 Cancellation Protocol
Users may cancel subscriptions anytime via the app or website. Cancellation prevents future billing cycles only.
3.2 Compliance-Based Refund Rules
Consumer Protection (E-Commerce) Rules, 2020
Refunds are allowed ONLY if:
- Service not delivered due to DOR’s fault
- Duplicate or erroneous transaction
- Cancellation within 24 hours (No service used)
MANDATORY NOTICE:
Subscription fees are non-refundable once activated outside the parameters above.
4. Demo Visit Protocol
- Demo fee is non-refundable (service-based coordination fee).
- Can be adjusted against plan (commercial policy, not legal obligation).
- Must be clearly disclosed before payment (mandatory under e-commerce rules).
5. Telemedicine Compliance
In accordance with Telemedicine Practice Guidelines, 2020:
Consultation Complete
Non-refundable once assessment is completed
Doctor No-Show
Full refund or immediate rescheduling issued
Patient Missed
Strictly no refund available for missed slots
6. Lab Diagnostics
Third-Party Accredited Services:
Pre-Collection
Partial refund available after deducting applicable bank and processing fees.
Post-Collection
Strictly no refund once the medical sample has been successfully collected.
7. Care Continuity
8. Transaction Processing
Timeline
7–10 Working Days
Channel
Original Source Method
Framework
RBI Gateway Rules
9. Legal Protections
Non-Refundable Scenarios:
Dis-satisfaction with medical opinion is protected under medical liability norms.
10. Force Majeure Clause
DOR shall not be liable for delays or failure due to factors beyond reasonable control:
11. Grievance Redressal
Mandatory compliance under IT Act 2000 & E-Commerce Rules:
Nodal Revenue Officer
48 Hours
Acknowledgment Deadline
30 Days
Resolution Deadline
12. Informed Consent
By using the DOR platform, users agree to this policy and provide informed consent for healthcare coordination services.
Acceptance of platform's limited liability role.
13. Compliance Governance
DOR reserves the right to modify this policy. Updates will be published on the platform in compliance with IT laws to ensure continuous governance alignment.