Refund & Cancellation Policy

01 What This Policy Covers

MedikZo is a healthcare appointment booking platform operated by Helixova Solutions Private Limited. This policy explains when an amount paid through MedikZo is refunded, and how.

The amount payable is shown in the app before you confirm payment. It applies to the appointment you are booking, and the rules below govern every rupee of it.

Amounts you pay directly to a clinic at its counter are not part of this policy – see Section 11.

02 “Requested” vs “Confirmed”

Every refund decision on MedikZo turns on one question: had your appointment been confirmed? Unlike most booking platforms, confirmation here is not an automatic status change – a real person on our team secures the slot with the clinic.

03 The Refund Rules

The complete rules, in one table. Each row is explained in the section that follows.

04 Cancelling Before Confirmation – Full Refund

If you cancel while your appointment is still Requested, you receive a full refund of everything you paid. No charge, no deduction, no questions.

This is the case because nothing has been committed on your behalf yet – no doctor’s time has been reserved and no slot has been taken away from another patient. You can change your mind freely at this stage.

You can cancel a Requested appointment yourself in the app, or by telling our coordinator when they call you. See Section 09.

05 Cancelling After Confirmation – No Refund

Once your appointment is Confirmed, cancelling it does not entitle you to a refund. The same applies if you simply do not turn up (a no-show).

We know this is strict, so here is the reasoning. When our coordinator confirms your slot, the clinic blocks out the doctor’s time for you specifically and turns away other patients for that slot. That time cannot usually be resold at short notice, and the work of securing it – the calls to the clinic, the coordination, the confirmation – has already been done. A cancellation at that stage is a real cost to the clinic and to us.

Rescheduling is not the same as cancelling. Where you ask to move a confirmed appointment and the clinic can accommodate the new time, we will try to move it rather than cancel it, and no refund question arises. Whether a reschedule is possible depends entirely on the clinic’s availability.

06 When the Doctor or Clinic Cannot Serve You – Full Refund

If your appointment was confirmed but the doctor or clinic is unable to provide the service, you receive a full refund. This holds even though the appointment was confirmed, because the failure is not yours.

This covers situations such as:

• The doctor is unavailable on the confirmed date – called to an emergency, on leave, or otherwise unable to attend.
• The clinic is closed, or cancels the confirmed slot.
• The clinic declines to see you despite a valid confirmed appointment.
• The confirmed appointment cannot go ahead for any other reason attributable to the doctor or the clinic.
• We are unable to confirm your request in the first place – for instance no slot is available with the doctor you asked for – and you do not wish to take an alternative.

In these situations our coordinator will contact you as soon as we know, explain what happened, and offer you the choice of an alternative slot or doctor, or a full refund. If you choose an alternative, no refund is processed; if you choose the refund, it is initiated straight away without your having to ask.

You do not need to prove anything to claim a refund under this section. If you went to a confirmed appointment and were not seen, tell us at contact@medikzo.com or on 080 6298 5555 and we will check our records and the call recordings, verify it with the clinic, and refund you.

07 After the Appointment Has Happened – No Refund

Once the appointment has taken place – you attended and were seen by the doctor – no refund is available. The service you booked through MedikZo has been delivered in full.

In particular, a refund is not available on the basis of dissatisfaction with the consultation, the diagnosis, the advice given, the treatment prescribed, the time the doctor spent with you, or the clinical outcome. As explained in our Terms & Conditions, MedikZo is a booking facilitator; the medical service itself is provided by the doctor and clinic, and matters of clinical quality lie with them and their professional regulators.

That said, we do want to hear about it. If your experience at a clinic was poor, tell us at contact@medikzo.com. We take it up with the clinic, record it against their listing, and it informs whether we continue to list them. If a clinic charged you more than the fee listed on MedikZo, tell us that too – we will correct the listing and raise it with the clinic.

08 Failed & Duplicate Payments – Always Refunded

Payment and technical failures are always refunded in full, regardless of appointment status. This includes:

• Money debited but no appointment created – the payment went through but the request did not register.
• Duplicate charges – you were charged more than once for the same appointment.
• Overcharges – you were charged an amount higher than the one shown before you confirmed payment.
• Failed transactions where your bank has debited the amount but it was never received by us.

Where the payment never reached us, your bank or payment provider normally reverses the amount automatically within 5–7 business days. If it has not reached you in that time, contact us with the transaction reference and date and we will trace it with our payment gateway.

Report any payment issue to contact@medikzo.com with the amount, date, and transaction reference.

09 How to Cancel or Request a Refund

• In the app – open the appointment in the MedikZo app and choose to cancel it. This is the fastest route and timestamps your cancellation immediately, which is what determines your refund eligibility.
• Tell our coordinator – if a coordinator calls you, you can cancel on that call.
• Call us – 080 6298 5555, during working hours.
• Email us – contact@medikzo.com, with your registered mobile number and the appointment date.

The time of your cancellation is the time it is recorded in the app, or the time of your call or email to us, whichever is earliest. Please keep your confirmation SMS and any transaction reference, as they make verification quicker.

10 How Refunds Are Paid

• Refunds are made to the original payment method – the same card, UPI handle, net-banking account, or wallet you paid from. We cannot redirect a refund to a different account.
• Refunds are made in Indian Rupees (INR) for the amount paid. MedikZo does not deduct a processing or cancellation charge from an approved refund.
• The final leg – from our payment gateway to your bank – is handled by your bank or payment provider, and the exact credit date depends on them. Where a refund is clearly delayed beyond the window above, contact us and we will escalate it with the gateway.
• Where an approved refund cannot be returned to the original method (for example a card that has since been closed), we will contact you to arrange an alternative.

If a refund has not reached you within 10 business days of our approval, write to contact@medikzo.com with the refund reference and we will trace it.

11 Fees Paid Directly to a Clinic

This policy covers only amounts paid to MedikZo. It does not and cannot cover money you pay directly to a clinic or doctor – consultation fees at the counter, tests, procedures, or medicines.

Those payments are a transaction between you and the clinic, and any refund of them is governed by that clinic’s own policy. MedikZo does not hold that money and cannot refund it.

We will, however, help. If a clinic charged you more than the fee listed on MedikZo, or charged you for a visit that did not happen, tell us at contact@medikzo.com – we take it up with the clinic directly, correct our listing, and factor it into whether we keep listing them.

12 Disputes & Grievances

If you disagree with a refund decision, raise it with our Grievance Officer. Because our coordinators’ confirmation calls are recorded, we can check exactly what was said and when, which usually settles the matter quickly.

We acknowledge grievances within 48 hours and aim to resolve them within 30 days of receipt.

Nothing in this policy affects your rights as a consumer under the Consumer Protection Act, 2019. Disputes are otherwise subject to the governing law and jurisdiction clause in our Terms & Conditions.

13 Changes to This Policy

We may update this policy from time to time. When we make material changes we will notify you through the app or by SMS at least 7 days before they take effect, and will update the “Effective” date at the top of this page.

The policy that applies to any appointment is the one in force on the date you made the payment. Previous versions are available on written request to contact@medikzo.com.

Related pages: Terms & Conditions · Privacy Policy · How we keep data accurate · Delete my data