Cancellation & Refund Policy

You can cancel a clinic-visit or video-consultation booking yourself from My Bookings any time before the doctor marks it confirmed for an in-progress visit or completed. Cancel with as much advance notice as you can — it frees the slot for another patient and lets the doctor plan their day.

A follow-up booked within a doctor's configured free-follow-up window is charged ₹0 at booking, so there is nothing to refund if you cancel it. A doctor or clinic may also cancel or reschedule a booking (e.g. due to unavailability) — if that happens after a paid booking, see the refund section below.

A home-collection or lab-visit test booking can be cancelled from My Bookings while it's still pending or assigned to a delivery agent. Once a sample has been collected, delivered to the lab, or the test marked processing/completed, it can no longer be self-cancelled — contact the clinic or our support team if something has gone wrong.

A prescription/medicine order can be cancelled from My Bookings while it's still pending or has just been accepted by the pharmacy, before it's marked ready, out for delivery, or picked up. A pharmacy may also reject an order it can't fulfil (e.g. an item is out of stock and no substitute is accepted) — a rejected order is not charged.

If you don't attend a clinic visit or join a video consultation at the scheduled time without cancelling in advance, the booking may be marked complete by the doctor and the fee is not automatically refunded, at the doctor's discretion — the same as missing an in-person appointment anywhere else. If a doctor doesn't show up for a paid booking, contact us and we'll help you resolve it with the provider, including a refund where appropriate.

Where a booking was paid for online and is validly cancelled under this policy, or a provider-initiated cancellation applies, we process the refund to your original payment method through our payment gateway. Refunds are typically initiated within 2 business days of the cancellation being confirmed and can take 7–10 business days to reflect in your account, depending on your bank or payment provider — that part is outside our control once initiated.

Where a booking is paid for directly at the clinic, lab, or pharmacy rather than online, any refund for that payment is handled by that provider directly, not by greenhealtheasy.

• A completed consultation, lab test, or medicine delivery that was actually provided.
• A no-show without advance cancellation, except where the provider failed to show up.
• A cancellation made after the service has already started (e.g. mid-consultation).

If a cancellation or refund hasn't gone the way this policy describes, reach us through Contact Us or see our Grievance Redressal Policy for our escalation process and response timelines.