COMMERCIAL PROTOCOLS
Refund &
Cancellation.
Transparent guidelines on service cancellations, subscription refunds, and transaction processing in compliance with Indian regulatory standards.
1. Legal & Regulatory Framework
This policy is governed in accordance with Indian regulatory standards to ensure maximum transparency and protection for our members.
2. Nature of Services & Liability Disclaimer
DOR provides care coordination, appointment booking, and wellness services.
Medical consultations are delivered by independent registered medical practitioners (RMPs).
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 Plans (Membership Fees)
3.1 Cancellation
Users may cancel subscriptions anytime via the app or website. Cancellation prevents future billing cycles only.
3.2 Refund Rules (Compliance-Based)
As per 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)
Otherwise: Subscription fees are non-refundable once activated.
4. Demo Visit Charges
- • Demo fee is non-refundable (service-based fee).
- • Can be adjusted against plan (commercial policy, not legal obligation).
- • Must be clearly disclosed before payment (mandatory under e-commerce rules).
5. Doctor Consultation (Telemedicine Compliance)
In accordance with Telemedicine Practice Guidelines, 2020:
Consultation Complete
Non-refundable once completed
Doctor No-Show
Full refund or reschedule
Patient Missed
Strictly no refund available
6. Lab Tests & Diagnostics
Services provided by third-party accredited labs. Refund eligibility:
Before Collection
Partial refund available after deducting applicable processing fees.
After Collection
Strictly no refund once the sample has been successfully collected.
DOR acts as a booking facilitator only, reducing legal exposure.
7. Home Care & Care Coordinator Services
Once service is delivered, fees are non-refundable.
Rescheduling allowed with 24h prior notice.
Full refund issued if service is not delivered due to DOR or vendor fault.
8. Payment & Refund Processing
RBI-Compliant Standards
- TimelineProcessed within 7–10 working days
- MethodReturned via original source payment method
- CompliancePayment gateways follow strict RBI guidelines
9. Non-Refundable Scenarios (Legal Protections)
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 Mechanism
Mandatory compliance under IT Act 2000 & E-Commerce Rules:
Officer Details
Resolution Timeline
48 Hours
Maximum time for Acknowledgment
30 Days
Maximum time for full Resolution
12. User Consent & Acceptance
By using the DOR platform, users agree to this policy and provide informed consent for healthcare coordination services.
This implies full acceptance of the platform's limited liability role.
13. Policy Updates
DOR reserves the right to modify this policy. Updates will be published on the platform in compliance with IT laws.