Cancellation & Refund Policy
At ShifaLink, we are committed to fair, transparent, and prompt billing practices. Because ShifaLink connects patients with independent doctors, clinics, and home healthcare professionals, this policy clearly sets out the terms under which appointments may be cancelled, rescheduled, or refunded.
100% Refund on Provider Cancellation
If an attending doctor, hospital, or home care provider cancels your booking or is unavailable during the scheduled session, you receive a guaranteed 100% automatic refund.
5 to 7 Business Days Processing
Approved refunds are initiated immediately and credited back to your original payment method (Bank Account, UPI, or Credit/Debit Card via Razorpay) within 5–7 working days.
Flexible Rescheduling
Patients can reschedule appointments up to 2 hours before the scheduled consultation slot free of charge directly within the ShifaLink mobile application.
1. Hospital & Clinic OPD Consultation Bookings
ShifaLink enables users to reserve OPD consultation slots and generate real-time queue tokens with independent doctors and hospitals.
- Cancellation by Patient: If you cancel your consultation at least 2 hours prior to the scheduled OPD shift, a full refund of the consultation fee will be issued (less any non-refundable statutory taxes or banking gateway fees, if applicable).
- Late Cancellation (Less than 2 hours): Cancellations requested less than 2 hours before the appointment or after the doctor has commenced the queue session are non-refundable, as the doctor's time slot was reserved exclusively for you.
- Patient No-Show: If a patient fails to arrive at the medical facility when their queue token is called, the booking will be marked as a "No Show" and the fee will not be refunded.
- Cancellation / Delay by Doctor or Hospital: If the doctor is called away for an emergency surgery, falls ill, or the clinic cancels the session, the patient is entitled to either (a) priority re-booking on the next available date, or (b) an immediate 100% full refund.
2. Home Healthcare Services (Nursing, Elderly Care & Physio)
Home care services involve scheduled travel and dedicated allocation of certified nurses, attendants, or physiotherapists to the patient's home.
- Cancellation more than 4 hours in advance: 100% refund will be processed back to the patient.
- Cancellation within 4 hours of scheduled arrival: A nominal dispatch and mobilization charge of ₹150 may be deducted to compensate the healthcare worker who has already mobilized for the visit; the remaining balance will be refunded.
- Cancellation once provider reaches patient doorstep: If the healthcare worker has arrived at the patient's premises and the service is declined without valid medical cause, a cancellation fee of 50% of the visit charge applies.
- Provider Failure to Arrive: If the assigned healthcare worker fails to arrive within 45 minutes of the agreed window without prior notice, you receive an immediate 100% refund plus priority rescheduling.
3. Payment Gateway & Refund Turnaround Time (TAT)
All online financial transactions on ShifaLink are processed securely through our RBI-authorized payment partner, Razorpay Software Private Limited.
Original Payment Source Only
Refunds cannot be diverted to third-party accounts or cash.
5 to 7 Business Days
Subject to your card issuer or bank's clearance cycle.
UPI Payments: Typically reflect within 24 to 48 banking hours.
Credit/Debit Cards & Net Banking: Typically reflect within 5 to 7 working days depending on the issuing bank's settlement schedule.
4. How to Request a Cancellation or Refund
You can initiate a cancellation and refund through either of the following channels:
5. Billing Dispute & Grievance Redressal
If you have not received your approved refund within 7 working days, please contact our billing resolution desk with your Razorpay Payment ID:
Entity: ShifaLink Healthcare Technologies (A Product of AQOOI)
Email: billing@shifalink.health / support@shifalink.health
Helpline: +91 (0194) 240-SHIFA (Mon–Sat, 9:00 AM – 7:00 PM IST)
Operational Address: Kashmir Healthcare Operations Centre, Srinagar, Jammu & Kashmir 190001, India