Legal
Refund & Cancellation Policy
The terms for refunds and cancellations for services booked through Treato.
Last updated: January 8, 2026
Overview
This Refund and Cancellation Policy outlines the terms for refunds and cancellations for services booked through Treato Private Limited ("Treato"). We strive to ensure a fair and transparent process for both patients and healthcare providers.
Consultation Cancellations by Patient
More than 6 hours before appointment
Full refund to original payment method within 5-7 business days.
2-6 hours before appointment
50% refund to original payment method within 5-7 business days.
Less than 2 hours before appointment
No refund. The full consultation fee is forfeited.
No-show (missed appointment)
No refund. The full consultation fee is forfeited.
Cancellations by Doctor
If a healthcare provider cancels your appointment:
- You will receive a full refund (100%) to your original payment method
- Refund will be processed within 5-7 business days
- You may also choose to reschedule with the same or different doctor at no extra cost
Video Consultation Issues
If a video consultation cannot be completed due to technical issues:
- Issue on Treato's end: Full refund or free rescheduling
- Issue on patient's end: No refund, but rescheduling may be offered at doctor's discretion
- Issue on doctor's end: Full refund or free rescheduling
Technical issues must be reported within 24 hours of the scheduled appointment time.
Consultation Completed - No Refunds
Once a consultation has been completed (video call connected or in-person visit occurred), the consultation fee is non-refundable. This includes situations where:
- You are dissatisfied with the medical advice provided
- The consultation was shorter than expected
- You disagree with the diagnosis or treatment plan
- You did not follow up on the prescribed treatment
For concerns about quality of care, please contact us at[email protected]. We take all feedback seriously and will investigate accordingly.
Subscription Refunds
For Treato subscription plans (if applicable):
- Cancellation within 7 days of purchase: Full refund
- Cancellation after 7 days: No refund, but access continues until end of billing period
- Auto-renewal can be disabled at any time from account settings
How to Request a Refund
To request a refund:
- In-App: Go to Appointments → Select appointment → Request Refund
- Email: Send request to [email protected] with your booking ID
- Support: Contact our support team through the Help section
Refund Processing Time
- UPI/Wallet: 1-3 business days
- Debit Card: 5-7 business days
- Credit Card: 7-10 business days
- Net Banking: 5-7 business days
Processing times depend on your bank and payment provider. Treato is not responsible for delays caused by third-party payment processors.
Exceptions
Treato reserves the right to make exceptions to this policy on a case-by-case basis, particularly in cases of medical emergencies, natural disasters, or other extraordinary circumstances. Such exceptions are at Treato's sole discretion and do not create precedent for future requests.
Contact Us
For refund-related queries:
Treato Private Limited
Email: [email protected]
Support: [email protected]