Refund & Cancellation Policy

1. When this policy applies

This policy applies where an amount has been paid in connection with an appointment request made through the Riyogya OPD service.

It does not apply to the use of this website, which is free to browse and does not process payments.

Where a participating hospital, a payment provider or a separate agreement sets out specific terms for a particular arrangement, those terms apply to that arrangement alongside this policy.

2. Where the hospital cannot confirm a token

Riyogya OPD is built so that the hospital's own front desk confirms the token the hospital itself issues. If the hospital or its front desk is unable to confirm the required token for an eligible paid booking — for example because the doctor is no longer sitting, the session is full, or the queue has closed — the booking is released and the applicable refund process is initiated automatically, without requiring the patient to submit a separate refund request.

This is intentional. A patient should not travel on a confirmation a hospital cannot honour, and a hospital should not be holding one.

Initiating a refund is not the same as money reaching your account. Please see Refund processing and timing below.

3. Cancellation by a patient

Where you wish to cancel an appointment request, please tell us, or the hospital, as early as you can. Early notice lets the hospital release the slot to someone else.

Whether an amount paid can be refunded on a patient-initiated cancellation depends on the stage the request had reached and on the participating hospital's own policy for cancelled appointments, including whether the hospital had already issued a token or the consultation had already taken place.

We will tell you what applies to your situation when you contact us, rather than stating a single rule here that would be wrong for many cases.

4. Cancellation by a hospital or doctor

A hospital or doctor may need to cancel or reschedule, for clinical, staffing or operational reasons. That is a normal part of how hospitals run.

Where an appointment you have paid for is cancelled by the hospital and the consultation does not take place, we will work with the hospital on the appropriate outcome, which may be rescheduling or a refund of the amount paid.

5. Failed or incomplete requests

Where a request does not complete — for example a payment is interrupted, a session times out, or a technical failure prevents the request from being recorded — no appointment is created.

If an amount was nevertheless debited in such a case, please contact us with the details so it can be traced and, where confirmed, refunded.

6. Duplicate or incorrect payments

If you believe you have been charged twice for the same appointment request, or charged an amount that does not look right, please contact us.

Please include enough detail for the transaction to be identified — see How to raise a refund issue below. Where a duplicate or incorrect charge is confirmed, a refund of the excess will be initiated.

7. How refunds are made

Refunds, where applicable, are made to the original payment method used for the transaction. We do not issue refunds in cash, to a different person's account, or by any channel other than the one the payment came from.

We will not ask you for your card number, CVV, UPI PIN, one-time passcode, internet banking password or any other credential in order to process a refund. Nobody legitimately needs those to refund you. Please treat any such request as suspicious.

8. Refund processing and timing

There is an important distinction here, and we would rather state it than let it cause frustration.

A refund being initiated means the instruction has been issued from our side. A refund being credited means the money has actually reached your account. The time between the two is determined by the payment provider, the card network and your bank — not by Riyogya.

That interval varies by payment method and by bank, and can be longer around weekends, public holidays and bank settlement cycles. For that reason we do not promise that refunded funds will appear instantly or within a specific number of hours, and we would be misleading you if we did.

If a refund we have confirmed as initiated has not reached you within a reasonable period, contact us and we will help you follow it up, including providing reference details you can give your bank.

9. How to raise a cancellation or refund issue

Please contact us using the details below, and include whatever of the following you have. The more of it you can give us, the faster it can be traced:

• Your name, and the phone number or email address you used.
• The hospital, and the doctor or department if you know it.
• The date of the appointment or request.
• Any booking or reference number you received.
• The amount, the date of the payment, and the payment method used.
• A short description of what happened.
• Do not include your card number, CVV, UPI PIN, OTP or any password.

10. What this policy does not cover

This policy covers amounts paid in connection with appointment requests through Riyogya OPD. It does not cover:

• Fees charged directly by a hospital for treatment, procedures, medicines, tests or other services, which are matters between you and that hospital.
• Commercial arrangements between Riyogya and a participating hospital, such as an agreed setup fee, which are governed by the agreement between those parties.
• Charges applied by your own bank or payment provider.

11. Changes to this policy

Riyogya OPD is in early access and this policy may be updated as the service develops. The date at the top of this page shows when it was last updated.

12. Contact information

For a cancellation or refund question, please contact us:

• Riyogya
• Riyogya Office, No. 35, Sindhanur Rural, Sindhanur, Raichur, Karnataka – 584128, India
• Email: riyogyaai@gmail.com
• Phone: +91 72595 70543
• Website: https://riyogya.in
• Udyam Registration Number: UDYAM-KR-23-0048952