Cancellation & Refund Policy for Reopine  

Last Updated: August 25, 2025

At ReOpine, we strive to provide a seamless experience for scheduling and receiving second/first-opinion consultations with (super/)specialty doctors. This Cancellation & Refund Policy (“Policy”) supplements our Terms & Conditions and incorporates all legally required modifications for compliance with the Consumer Protection Act 2019, IT Rules 2021, DPDP Act 2023, and NMC
Telemedicine Guidelines.

1. Cooling-Off Period (0–2 hours post-booking)
Users have an unconditional right to cancel within 2 hours of booking confirmation.
• Refund: 95% of paid amount
• Administrative fee: INR 500 (or 5% of paid amount, whichever is lower)

2. Pre-Consultation Period

2.1 Unconfirmed Consultations
• Refund: 95% of paid amount
• Administrative fee: INR 500 (or 5% of paid amount, whichever is lower)

2.2 Confirmed Consultations (>24 hours before scheduled time)
• Refund: 75% of paid amount if cancellation ≥24 hours before consult

3. Near-Consultation Period (12–24 hours before scheduled time)
• Refund: 50% of paid amount

4. Last-Minute Cancellation (0–12 hours before scheduled time)
• Refund: 0% of paid amount
• Exception: 25% refund of paid amount only if due to genuine emergencies (to be verified by
Reopine, with required documents)

5. Doctor-Initiated Cancellations
• Full refund of paid amount
• ReOpine will make reasonable efforts to offer an alternative doctor within 48 hours

6. Technical Issues
• If failure is on ReOpine’s platform → full refund or free reschedule
• Issues on user’s end remain user’s responsibility

7. Death & Compassionate Grounds
• Full refund upon submission of death certificate
• Submission window: up to 21 days post-scheduled consult
• Processing time: 5-7 business days
• Legal-heir verification process specified

8. Requesting Cancellation & Refund
• Via “My Appointments” in account or email support@reopine.com with booking ID

9. Refund Processing Timeline
• Verification: within 48 hours of request receipt or until required documents received (e.g., death
certificate of the patient)
• Refund transfer: within 5–7 business days after successful verification

10. Receipts & Documentation
• Electronic receipt generated within 24 hours of payment
• Digital receipts include booking ID, doctor details, fee breakdown, and GST (if applicable)

11. Grievance Redressal
• Acknowledgment within 24 hours; resolution within 15 business days
• Contact support@reopine.com; escalate to CCPA or consumer forum if unresolved

12. Exceptions & Force Majeure
• Natural disasters, pandemics, government restrictions → full refund or reschedule
• Technical outages beyond control → extended melines

13. Doctor Misconduct
• Report within 15 days of consult; investigation by medical/legal committee
• Full refund post investigation and found ‘misconduct’

14. Policy Modifications
We may update this Policy. Significant changes will be notified via email or in-app alert. Continued
use signifies acceptance.
For questions or assistance, contact support@reopine.com.