Refund & Cancellation Policy

Why This Refund & Cancellation Policy Exists

Parenting doesn't run on a schedule — a child's fever breaks, a school pickup runs late, or a doctor's slot suddenly frees up sooner than expected. We built this Refund & Cancellation Policy around that reality, so families booking an Online Pediatric Consultation through NeoKidsPro always know exactly where they stand, whether they need to cancel, reschedule, or simply understand what happens if something goes wrong on our end.

This Refund & Cancellation Policy is written in plain language wherever possible, is reviewed periodically alongside our Telemedicine Guidelines, and applies uniformly across every pediatrician on the NeoKidsPro network — from newborn care and vaccination guidance to developmental assessments and nutrition counselling.

1. Appointment Types Covered by This Refund & Cancellation Policy

NeoKidsPro offers two ways to see a pediatrician, and this Refund & Cancellation Policy applies differently to each:

• Online Teleconsultation: Paid in advance via the Cashfree payment gateway when you book an appointment. A Google Meet link is generated automatically once payment is confirmed.
• In-Clinic (Offline) Appointment: Booked online, but the consultation fee is paid at the clinic in person. No advance payment is collected for offline appointments, so Sections 2–7 below do not apply to them (see Section 8).

Knowing which category your appointment falls under is the first step to understanding how our Refund & Cancellation Policy will apply to your specific booking.

2. Cancellation & Refund Schedule

The table below is the core of our refund and cancellation policy for paid online consultations. Refund eligibility is based on how much notice you give before your scheduled appointment time.

We use a tiered notice window rather than a flat yes/no rule because it's fairer to both parents and pediatricians: doctors reserve time specifically for your child, and a graduated Refund & Cancellation Policy lets us balance that commitment against the unpredictability of family life.

Cancellations must be requested by contacting us at admin@neokidspro.in or calling +91 98798 91082. The time of your cancellation request — not our response time — determines the applicable refund tier.

3. Rescheduling Policy

Rescheduling is treated separately from cancellation under our Refund & Cancellation Policy, so a single reschedule does not affect your refund eligibility.

• You may reschedule once at no charge, provided the request is made at least 4 hours before the original appointment time
• Rescheduling is subject to doctor availability
• Requests made less than 4 hours before the appointment are treated as cancellations under Section 2
• The fee already paid carries over to the rescheduled appointment — no additional charge for a single reschedule
• If you reschedule more than once, a rescheduling fee of ₹100 may apply

4. Doctor-Initiated Cancellation or Rescheduling

Our Refund & Cancellation Policy protects you when the change isn't your fault.

5. Technical Failure

If a teleconsultation cannot be completed due to a technical failure on our end (platform downtime, Google Meet failure, or a payment processing error attributable to NeoKidsPro), you are entitled to a full reschedule at the same fee, or a 100% refund.

If the technical failure is on the patient's side (poor internet connectivity, device issues), the standard cancellation policy in Section 2 applies instead.

Common examples we see include the Google Meet link failing to generate after payment, the doctor's video feed dropping mid-call due to a platform outage, or a duplicate payment charge from the Cashfree gateway. In each of these cases, our Refund & Cancellation Policy places the responsibility — and the refund — on us, not on you.

6. Refund Process

Once a cancellation is approved under this Refund & Cancellation Policy, here's exactly how and when your money comes back to you:

• Refunds are processed to the original payment method used at booking
• UPI, debit card, and credit card refunds are processed through Cashfree Payments
• Typical reflection time: 5–7 working days for cards, 1–3 working days for UPI (depending on your bank)
• NeoKidsPro does not charge any fee for processing refunds
• Payment gateway charges deducted by Cashfree may not be refundable — this is governed by Cashfree's own terms

7. Situations Not Covered by This Refund & Cancellation Policy

• Patient or guardian did not attend the scheduled video consultation (no-show)
• Cancellation request received less than 4 hours before the appointment
• Consultation was completed — whether or not the patient found the medical advice satisfactory
• A prescription was issued and the patient objects to the medical opinion — clinical disagreements are not grounds for a refund
• Appointment cancelled after a free reschedule has already been used

8. In-Clinic Appointments

This Refund & Cancellation Policy applies specifically to prepaid online consultations; in-clinic visits work differently.

In-clinic (offline) appointments are not pre-paid through our platform, so this refund policy does not apply to offline bookings, as no advance payment is collected. If you cannot attend a booked in-clinic slot, please call us at least 2 hours in advance so we can release the slot for another patient.

9. How to Request a Cancellation or Refund Under This Policy

• Email admin@neokidspro.in with subject line "Cancellation Request — [Appointment ID]"
• WhatsApp / Phone: +91 98798 91082
• Or reach us through our Contact Us page — please have your Appointment ID (from your confirmation message) ready

We will acknowledge your request within 4 business hours and confirm the refund decision within 1 working day.

10. Dispute Resolution

If you disagree with a decision made under this Refund & Cancellation Policy, here's how to escalate it:

• Escalate in writing to admin@neokidspro.in — senior review within 7 working days
• Approach the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019
• File a complaint with the RBI Ombudsman for Digital Payments for payment processing issues
• You can also file a grievance with the National Consumer Helpline, Department of Consumer Affairs, Government of India, which oversees consumer protection matters nationwide

11. Governing Law & Jurisdiction

This Refund & Cancellation Policy is governed by Indian law, including the Consumer Protection Act, 2019 and RBI Payment Guidelines. Any disputes shall be subject to the exclusive jurisdiction of courts in Mumbai, Maharashtra, India. This policy should be read together with our Privacy Policy and Terms of Service, which govern your use of the NeoKidsPro platform more broadly.

12. Refund & Cancellation Policy — FAQs

Our Refund & Cancellation Policy is designed to be fair and transparent for every family using NeoKidsPro, whether you're booking your first online pediatric consultation or your fiftieth.

© 2026 NeoKidsPro. All rights reserved. Last reviewed June 1, 2026.