Legal

Refund & Cancellation Policy

Consumer Protection Act, 2019 Effective: June 1, 2026 Mumbai, Maharashtra

This policy governs cancellations, rescheduling, and refunds for appointments booked through NeoKidsPro (neokidspro.in), operated by Shri Hari Child Clinic, Borivali East, Mumbai. It is governed by the Consumer Protection Act, 2019 and applicable Reserve Bank of India guidelines on digital payment refunds.

1. Appointment Types

Online Teleconsultation: Paid in advance via Cashfree payment gateway. A Google Meet link is generated upon payment confirmation.
In-Clinic (Offline) Appointment: Booked online, but consultation fee is paid at the clinic. No advance payment is collected for offline appointments.

2. Cancellation & Refund Schedule

When You Cancel	Refund Amount	Processing Time
More than 24 hours before the appointment	100% refund of the consultation fee	5–7 working days
Between 4–24 hours before the appointment	50% refund of the consultation fee	5–7 working days
Less than 4 hours before the appointment	No refund	—
No-show (patient does not join the call)	No refund	—

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

3. Rescheduling Policy

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 paid applies 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

If a doctor cancels or reschedules your appointment, you are entitled to a full 100% refund of the consultation fee, or you may choose to reschedule to another available slot at no extra charge. We will notify you via WhatsApp and email as soon as possible and offer both options.

5. Technical Failure

If a teleconsultation cannot be completed due to a technical failure on our end (platform downtime, Google Meet failure, or 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, device issues), the standard cancellation policy applies.

6. Refund Process

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 — governed by Cashfree's own terms

7. Non-Refundable Situations

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
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

In-clinic (offline) appointments are not pre-paid through our platform. As no advance payment is collected, this refund policy does not apply to offline bookings. 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

Email care@neokidspro.in with subject line "Cancellation Request — [Appointment ID]"
WhatsApp / Phone: +91 98798 91082
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

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

11. Governing Law & Jurisdiction

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.