Refund & Cancellation Policy

This Refund and Cancellation Policy applies to all transactions made through the DocOnCall platform operated by Astrovue Private Limited. Please read it carefully before making a payment.

1. Wallet Top-Ups

Patients add money to their DocOnCall wallet before initiating a consultation. Wallet top-ups are processed instantly via Razorpay.

Unused wallet balance refunds: If you have topped up your wallet but have not used it for any consultation, you may request a full refund of your unused balance within 30 days of the top-up. To request a refund, email support@doconcall.co with your registered phone number and the amount. Refunds will be credited to the original payment method within 5–7 business days.

After 30 days, unused wallet balance remains valid for future consultations but is non-refundable unless the platform is discontinued.

2. Consultation Charges

Consultation charges are deducted from your wallet based on actual call duration at the doctor's published per-minute rate. Charges are calculated to the nearest minute.

Refund eligibility for completed consultations:

• Technical failure: If the video call drops within the first 2 minutes due to a platform-side technical error (verified from our logs), you will receive a full refund for that session.
• Doctor no-show: If you are connected and the doctor does not join within 5 minutes of the scheduled time, you will receive a full refund.
• Duplicate charge: If you are charged twice for the same session, the duplicate will be refunded automatically within 24 hours.

Non-refundable situations:

• Consultations that were successfully completed
• Calls that ended due to the patient's poor internet connection or device issues
• Dissatisfaction with medical advice (you may rate the doctor and raise a complaint; we do not process refunds for clinical opinion differences)
• Calls where the patient disconnected voluntarily after 2+ minutes

3. How to Request a Refund

Email support@doconcall.co with:

• Your registered mobile number
• Date and approximate time of the consultation or top-up
• Reason for refund request
• Amount paid

We aim to respond to all refund requests within 2 business days. Approved refunds are processed within 5–7 business days to your original payment method.

4. Payment Failures

If your payment fails at checkout but you see a deduction from your bank account, this is typically a bank-hold that auto-reverses within 3–5 business days. If it does not reverse, please contact support@doconcall.co with your bank statement and we will investigate.

5. Doctor Earnings

Doctors receive 70% of consultation fees. Earnings are paid to the doctor's registered bank account within 24 hours of session completion. Astrovue does not process refunds on already-paid-out doctor earnings unless fraud is established.

6. Platform Discontinuation

In the unlikely event that DocOnCall discontinues its service, all remaining wallet balances will be refunded in full to users' original payment methods within 30 days of the discontinuation announcement.

7. Contact

Astrovue Private Limited
Email: support@doconcall.co
Response time: within 2 business days