Refund & Cancellation Policy

Last updated: December 2025

Overview

This Refund and Cancellation Policy outlines the terms under which refunds and cancellations are handled for payments made through the 1Heart application operated by Rootlynk Technology Private Limited.

We strive to provide fair and transparent policies that protect both our users and healthcare providers. Please read this policy carefully before making any payments.

Scope of This Policy

This policy applies to payments made through 1Heart for:

  • Consultation fees (in-person and teleconsultation)
  • Medical camp registration fees
  • Laboratory and diagnostic test bookings
  • Healthcare service packages
  • Any other services offered through the platform

Eligibility for Refunds

Full Refund Eligible

You may be eligible for a full refund in the following situations:

  • Service Not Provided: If the booked service was not provided due to reasons attributable to the healthcare provider or clinic
  • Technical Issues: If a technical error in the app prevented you from receiving the service you paid for
  • Duplicate Payment: If you were charged multiple times for the same service due to a system error
  • Cancellation Before Service: If you cancel a booking at least 24 hours before the scheduled appointment time (unless otherwise specified for specific services)

Partial Refund Eligible

Partial refunds may be considered when:

  • You cancel a booking within 24 hours of the scheduled appointment time but before the service begins
  • Only part of the booked service was delivered due to unforeseen circumstances
  • The service was significantly different from what was described

Non-Refundable Situations

Refunds will generally not be provided when:

  • The service has been fully delivered as described
  • You did not attend a scheduled appointment without prior cancellation (no-show)
  • Cancellation was made after the service has commenced
  • The request is made more than 30 days after the transaction
  • The service was a one-time, non-recurring offering that has been completed

Cancellation Process

How to Cancel a Booking

  1. Open the 1Heart application
  2. Navigate to your bookings or appointments section
  3. Select the booking you wish to cancel
  4. Follow the cancellation prompts
  5. You will receive a confirmation of cancellation via the app and/or email

Cancellation Deadlines

  • Standard Consultations: Cancel at least 24 hours before the scheduled time for a full refund
  • Teleconsultations: Cancel at least 2 hours before the scheduled time for a full refund
  • Medical Camp Registrations: Cancel at least 48 hours before the camp date for a full refund
  • Lab Tests: Cancel before the sample is collected for a full refund

Specific services may have different cancellation terms, which will be clearly communicated at the time of booking.

Refund Process

How to Request a Refund

To request a refund:

  1. Email us at support@1heart.in with the subject line "Refund Request"
  2. Include the following information:
    • Your registered name and phone number
    • Transaction ID or payment reference
    • Date of payment
    • Amount paid
    • Reason for requesting a refund
    • Any supporting documentation (screenshots, receipts, etc.)

Processing Timeline

  • Review Period: We will review your refund request within 3-5 business days
  • Decision Communication: You will be notified of the decision via email
  • Refund Processing: Approved refunds will be processed within 5-10 business days
  • Credit to Account: Depending on your bank or payment method, it may take an additional 5-7 business days for the refund to appear in your account

Refund Method

Refunds will be credited to the original payment method used for the transaction:

  • UPI Payments: Refunded to the originating UPI ID
  • Card Payments: Refunded to the original card
  • Net Banking: Refunded to the originating bank account
  • Wallet Payments: Refunded to the original wallet

Rescheduling

In many cases, rescheduling may be a better alternative to cancellation:

  • You can reschedule appointments through the app subject to availability
  • Rescheduling is free if done at least 24 hours before the original appointment
  • Late rescheduling may be treated as a cancellation

Disputes

If you disagree with a refund decision:

  1. Reply to the decision email with additional information supporting your case
  2. We will conduct a secondary review within 5 business days
  3. The decision from the secondary review will be final

Healthcare Provider Cancellations

If a healthcare provider cancels your appointment:

  • You will be notified immediately through the app and/or SMS
  • You will be offered the option to reschedule or receive a full refund
  • Refunds in such cases will be processed automatically or upon request

Special Circumstances

We understand that exceptional circumstances arise. In cases of:

  • Medical emergencies
  • Natural disasters or unforeseen events
  • Death in the family

Please contact us with relevant documentation, and we will review your case with consideration for the circumstances.

Contact Us

For any questions about this Refund and Cancellation Policy or to submit a refund request:

  • Email: support@1heart.in
  • Subject: Refund Request or Cancellation Query
  • Company: Rootlynk Technology Private Limited

We aim to respond to all queries within 24-48 business hours.

This Refund and Cancellation Policy is effective as of December 2025 and applies to all transactions made through the 1Heart application.