This policy explains how cancellations, refunds and no-shows are handled when you book a consultation on app.credence.health. By placing a booking you agree to these terms together with our Terms of Use.
1. How payments work (authorise then capture)
For paid Online Visits, your payment is processed in two steps via our PCI-DSS-compliant gateway, Razorpay:
- Authorisation — your card issuer places a temporary hold on the consultation amount when you confirm the booking. You are not charged at this stage.
- Capture — the doctor "captures" (actually charges) the held amount only after the consultation has ended. You receive a separate final receipt at this point.
If the consultation does not take place, the hold is released back to your card automatically — typically within 5 to 7 working days, subject to your card issuer or bank.
2. Cancellations by the patient
- 24 hours or more before the appointment — full hold release; no charge.
- Less than 24 hours before the appointment — the consultation fee is captured in full as a late-cancellation charge.
- Same-day cancellations are not permitted; if you cannot attend, please reschedule wherever possible.
- Online Visit (walk-in / on-demand) — you may cancel any time before a doctor accepts your request, in which case the hold is released. Once a doctor has accepted and joined the call, full charge applies unless the doctor cancels.
3. No-shows and lateness
- If you are 5 or more minutes late for a scheduled appointment without prior notice, the appointment may be forfeited and charged in full.
- Missed appointments (no-shows) are charged in full.
- If your doctor does not respond within 5 minutes of the scheduled time, you will not be charged and any hold is released.
- If no doctor accepts your Online Visit request within 30 minutes, the request is auto-cancelled and any hold is released.
4. When refunds do not apply
Refunds are not available in the following situations because the service was delivered or because the failure was outside our control:
- Completed consultations where the call took place and notes/prescription were issued.
- Network, hardware or browser issues on the patient's side that prevented the consultation from proceeding (we recommend a stable connection and the latest Chrome/Edge/Safari).
- The patient was unreachable or the call was missed by the patient.
- Disputes over clinical advice — these are matters between you and the treating RMP, governed by the National Medical Commission Regulations and the Consumer Protection Act, 2019. Please raise such concerns in writing first; see Section 8 below.
5. Cancellations or technical failures by the doctor / platform
- If the doctor cancels for any reason, the hold is released (no charge).
- If a verified technical issue on our side prevented the consultation from taking place (e.g. video infrastructure outage), the hold is released and, where the payment was already captured, a full refund is initiated.
6. Refund timelines
- Hold releases are initiated immediately and typically reflect on your statement within 5 to 7 working days, depending on your card issuer or bank.
- Captured-then-refunded amounts are typically credited within 7 to 10 working days of approval.
- UPI refunds are usually faster (1 to 3 working days). Net-banking and international cards may take longer.
- Bank charges or foreign-exchange differences imposed by your bank are not refundable by us.
7. How to request a refund
Email hello@credence.health (backup: credencehealthtech@gmail.com) from your registered email address with:
- Your name and registered mobile number
- Booking / consultation reference
- Date of the consultation
- Reason for the refund request
We acknowledge requests within 24 hours and decide within 7 working days. Approved refunds are processed within the timelines in Section 6.
8. Grievance redressal & consumer rights
If you are not satisfied with our response, you may escalate to our Grievance Officer (see the Privacy Policy) or pursue remedies under the Consumer Protection Act, 2019, including the appropriate District Consumer Disputes Redressal Commission.
9. Account deactivation
You may request deactivation of your account at any time by writing to hello@credence.health. Note that medical records are retained for the period required by the Telemedicine Practice Guidelines, 2020 (3 years minimum) and tax records for 8 years — see our Privacy Policy for full retention terms.
10. Changes to this policy
We may update this policy from time to time. The current version is always available at app.credence.health/Home/CancelRefundPolicy. Material changes will be notified at least 7 days before they take effect.
11. Contact
Credence Digital Health
Technopark Phase 1, Kazhakootam,
Thiruvananthapuram — 695581, Kerala, India.
hello@credence.health · app.credence.health