Refund & Cancellation Policy

This policy covers payments to Caresoft Systems Private Limited for use of Nirvaan. It forms part of the Terms of Use.

The short version.

Money you put in your wallet and have not used is refundable. Minutes you actually consulted are not. Anything that went wrong on our side — a call that dropped, a charge for a consultation that never happened, a double debit — we fix, and we lean towards the user when it is genuinely unclear.

Please contact us before disputing a charge with your bank.

A chargeback means your bank sees the merchant and may ask you what the service was. On a platform built around not having to explain yourself, that defeats the point. Write to us instead — most billing issues are settled in two working days, and we never ask you to explain your consultation to get a refund.

1. Your wallet

The wallet holds prepaid credit for services on Nirvaan. It is not a deposit, not a savings product, not a payment instrument, and earns no interest.
Recharge amounts and any minimum are shown at the time.
Balance does not expire while your account is active.
Balance is not transferable to another account and cannot be gifted.
A GST tax invoice is issued for services consumed, not for the recharge itself.

2. Getting wallet money back

Unused wallet balance is refundable on request, at any time. You do not need to give a reason, and we will not ask what you used the platform for.

Situation	Outcome
You ask for your unused balance back	Refunded to the original payment method
You recharged by mistake and have not consulted	Full refund
You close your account with a balance	Refunded automatically — see §13
Balance built up from promotional or free credit	Not refundable — no cash value (§9)
Account closed for fraud, or a payment reversed	Withheld pending investigation (§19)

Requests are processed within [7] working days of verification.
We may set off any amount you owe us against a balance refund.
Refunds go to the original payment method only. If it is closed, we arrange a bank transfer once you provide verified details.

3. Consultation charges

You are charged per minute at the rate shown before you requested, from the moment the consultation starts to the moment it ends.
The rate shown at request is the rate charged, even if the practitioner changes their rate afterwards.
Voice and video minutes are reconciled against carrier duration. Where the two differ, the shorter is charged.
A consultation ends automatically when your balance runs out, after a warning.
You are not charged for a request a practitioner declines or does not answer.
A tax invoice is issued for each consultation.

4. When we refund a consultation

Situation	Outcome
Charged but the consultation never started	Full refund
Call or chat failed on our side — bridge failure, platform outage, session lost	Full refund of affected minutes; usually credited automatically
Charged after the consultation ended	Refund of the excess
Metering error — billed minutes exceed carrier or session duration	Refund of the difference
Duplicate or double charge	Full refund of the duplicate
Practitioner behaved improperly — conduct upheld under Terms §16	Full refund of the consultation
Practitioner was not qualified for what they advised on, contrary to their listing	Full refund
Practitioner ended it early as unsuitable for remote care	See §7
Store order not delivered	Full refund (§10)

Where it is genuinely unclear whether a failure was on our side or on the connection, we refund. Arguing with a user about whose network dropped is not worth anyone's time, and you should not have to prove it.

5. When we do not

Time you actually consulted. The practitioner gave their time and is paid for it.
Dissatisfaction with the advice, or because it was not what you hoped to hear.
The practitioner declined to prescribe — see §6.
The advice did not resolve your condition. A consultation is professional opinion, not a guaranteed outcome.
You did not follow the advice, or it did not suit you.
A second practitioner said something different. Reasonable practitioners differ, and a second opinion is a normal thing to seek — it is not evidence the first was wrong.
You ended the consultation early by choice.
Your own connection, device or battery failed.
You were charged for a consultation you had, but later regretted having.
Free or promotional minutes (§9).
Payment gateway or bank charges we cannot recover.

6. Declining to prescribe is not a failure

A practitioner who declines to prescribe has done their job. That is not grounds for a refund.

Remote prescribing is restricted by the Telemedicine Practice Guidelines, 2020, and some medicines can never be prescribed this way. A practitioner may also decide that medication is not the right answer for you.

In this category particularly, the right advice is often not a tablet. If we refunded every consultation that did not end in a prescription, we would be paying practitioners to prescribe — which is exactly the incentive that makes platforms in this space unsafe.

7. If the practitioner ends it early

A practitioner may end a consultation because your problem needs physical examination, in-person care, or a specialist they are not.

When they ended it	Outcome
Within the first [3] minutes, having advised in-person care	Full refund of the consultation
Later, after taking history and giving advice on where to go	Charged for time consulted — that assessment had value
Because you were abusive or in breach of Terms §10	No refund

Being told "this needs a doctor in person" is a good outcome, not a wasted consultation. The three-minute window exists so a practitioner is never reluctant to say it quickly.

8. Technical failures

Where the platform detects a failed bridge, dropped session or outage, affected minutes are usually credited automatically without you asking.
If it was not credited, tell us within [7] days with the consultation reference.
Where a call drops and you reconnect with the same practitioner within [10] minutes, it is treated as one consultation and you are not charged twice for reconnecting.
We cannot refund for failures on your own connection, device or network, though see the note in §4.

9. Free minutes and promotions

Free minutes, promotional credit and discounts have no cash value, are not refundable and are not transferable.
They are applied before wallet balance.
Free minutes are generally once per user. Creating multiple accounts to claim them repeatedly is a breach of the Terms and results in closure and forfeiture.
Promotional credit may carry an expiry, which is stated when it is issued.
If a consultation used both free and paid minutes and is refunded, the paid portion is refunded and free minutes are restored.

10. Store orders

Situation	Outcome
Order not delivered	Full refund or reshipment, your choice
Wrong item delivered	Replacement or full refund; return arranged at our cost
Item arrived damaged or with broken seal	Replacement or full refund. Report within [48] hours with a photograph
Item expired or close to expiry on arrival	Replacement or full refund
Cancelled before dispatch	Full refund
Cancelled after dispatch	Refund less shipping, once returned unopened
Changed your mind, sealed non-medicine item	Return within [7] days unopened; refund less shipping
Medicine, once delivered	Not returnable — see §11
Prescription expired before you ordered	Order not accepted; no charge arises

Packaging is plain and does not indicate contents. A return does not require you to explain what the product was for.

11. Why medicines cannot be returned

Once a medicine has left our fulfilment partner and been delivered, it cannot be returned, resold or refunded — except where it was wrong, damaged, sealed-broken or expired on arrival.

This is not a commercial choice. A medicine that has been out of controlled storage and in an unknown environment cannot safely be given to anyone else. Every pharmacy in India operates the same rule.

If you received a medicine you should not take — a wrong item, a reaction, a change of advice — do not take it, and contact us. We will deal with each case on its facts, and safety comes before the policy.

12. Billing errors

Duplicate charges are refunded in full on verification, with no time limit.
Where money was debited but the wallet was not credited, we credit or refund, at your choice. Some failed transactions are auto-reversed by the bank within [5–7] working days.
Invoice queries should be raised within [15] days.
Quote the transaction reference, date and amount. You do not need to describe the consultation.

13. If your account closes

Reason	Wallet balance
You close it yourself	Refunded to your original payment method automatically
We close it for convenience or discontinue the service	Refunded in full
Closed for breach of the Terms — abuse, harassment, off-platform solicitation	Unused paid balance refunded; promotional credit forfeited
Closed because the user is under 18	Unused paid balance refunded to the payment source
Closed for fraud, payment abuse or repeated chargebacks	Withheld pending investigation (§19)

Closing your account does not delete records we are legally required to keep — consultation records and prescriptions carry statutory retention. See Privacy Policy §16. Refunding your balance and retaining a medical record are separate things.

14. How to request a refund

Write to [email protected] from your registered account, or use the in-app support ticket, with:

your registered mobile number or account reference;
the consultation or order reference;
the date and amount;
what went wrong, in as much or as little detail as you wish.

We acknowledge within [2] working days and decide within [7] working days.

15. Privacy when you claim

You never have to explain your medical problem to get a refund.

Our billing team can see that a consultation happened, its duration and what was charged. They do not read consultation content unless investigating your specific claim requires it — and where it does, that access is logged with a reason you can request.

Refund correspondence is deliberately worded so that it does not describe the service.
A refund appears on your statement as our company name, exactly as the original charge did.
Where a claim concerns a practitioner's conduct, it is handled by the safety team under Terms §16, not by billing.

16. Method and timelines

Approved refunds go to the original payment method only. If it is closed, we arrange a bank transfer on receipt of verified details.
Once initiated, funds typically reach you in [5–10] working days for cards and UPI, and [7–14] working days for net banking. Final timing depends on your bank.
Where you prefer, we can credit your wallet instead — usually immediate.
We may set off outstanding dues against a refund.

17. Taxes

Refunds include GST originally charged, and a credit note is issued under applicable tax law. Gateway and bank charges deducted at payment are not recoverable. For payments in another currency, the amount received may differ because of exchange-rate movement, and we are not responsible for that difference.

18. Chargebacks

A dispute puts the transaction in front of your bank, which may ask you what the service was and may involve people at your bank in a question you would rather not answer. It also freezes the account while it is resolved.

Where a chargeback is raised, we may suspend the account pending resolution.
We submit our transaction records, consultation duration and this policy to the bank. We do not submit consultation content unless a court or the law requires it, and we will resist a request for it.
If decided in our favour we may recover the dispute fee and require settlement before restoring access.
Repeated or bad-faith chargebacks are grounds for permanent closure and forfeiture of balance.

19. Misuse of refunds

We may decline a refund, withhold a balance pending investigation, or close an account where we reasonably believe there is: repeated claiming after full consultations; multiple accounts claiming free minutes; use of stolen or unauthorised payment instruments; coordinated abuse; or a pattern of claims inconsistent with the platform records.

Where an investigation finds no misuse, the refund is processed and the account restored, with the period of suspension disregarded.

20. Changes and contact

We may update this policy on [15] days' notice in-app or by message. The version in force on the date of your payment governs that payment.

Billing and refunds: [email protected] — acknowledged within [2] working days
Grievance Officer: Rajeev Pillai, [email protected] — acknowledgement within 24 hours, resolution within 15 days
Caresoft Systems Private Limited, 311, Mahesh Industrial Estate , Silver Park, Mira Road East , Thane -401107, CIN [U72900MH2022PTC387875]

Nothing in this policy removes your rights under the Consumer Protection Act, 2019.