1 About Appointment Payments

ReWell allows patients or their authorised representatives to book appointments through the website.

Payments made online may be processed through Razorpay, a third-party payment gateway. Payment methods may include UPI, credit cards, debit cards, net banking, and other options supported by Razorpay.

A successful payment does not replace the need for a clinical consultation. Any treatment or care recommendation is based on the psychiatrist's clinical assessment and individual healthcare needs.

2 When Is a Refund Available?

A refund may be considered in the following situations:

Appointment Cancelled by the Patient

If you need to cancel an appointment, please contact ReWell as early as possible.

For a refund, cancellation requests should be made at least 24 hours before the scheduled appointment time.

Eligible refunds will be processed according to the applicable refund terms of ReWell.

Appointment Rescheduled

If you are unable to attend your scheduled appointment, you may contact ReWell to request a change of appointment time.

Where possible, ReWell may offer an alternative appointment instead of processing a refund.

Rescheduling is subject to appointment availability.

Appointment Cancelled by ReWell

If ReWell cancels an appointment and an alternative appointment cannot be arranged, the eligible appointment amount will be refunded.

The refund will normally be made to the original payment method used for the transaction.

Duplicate Payment

If the same appointment is paid for more than once because of a duplicate transaction, the additional eligible payment will be reviewed and refunded after verification.

Please contact ReWell with the payment details if you notice a duplicate payment.

Payment Deducted but Appointment Not Confirmed

Sometimes a payment may be deducted from your bank account or payment method while the appointment is not successfully confirmed.

In such cases, ReWell will verify the transaction status.

If the payment was received by ReWell but the appointment was not successfully created, the eligible amount may be refunded or the payment may be adjusted against a confirmed appointment, depending on the circumstances.

3 When a Refund May Not Be Available

A refund may not be available in the following situations:

• The patient does not attend the scheduled appointment without prior notice.
• The appointment cancellation request is made less than 24 hours before the appointment, except where ReWell approves an exception.
• The consultation has already been completed.
• The patient has used the consultation or appointment service.
• A refund request does not match the payment or appointment records.
• The request is made after the applicable refund period.

Refund decisions may depend on the appointment status, payment status, and the circumstances of the request.

4 No-Show Appointments

If a patient does not attend a scheduled appointment and does not inform ReWell in advance, the appointment may be treated as a no-show.

No-show appointments may not be eligible for a refund.

If you are unable to attend an appointment, please contact ReWell as early as possible so that the appointment can be reviewed for cancellation or rescheduling.

5 Refund Process

To request a refund, please contact ReWell with the following information:

• Patient name
• Appointment date and time
• Registered mobile number or email address
• Payment or transaction reference number
• Reason for the refund request

Our team may verify the appointment and payment details before approving a refund.

Once a refund is approved, it will be initiated through the applicable payment system.

Razorpay supports full and partial refunds for eligible captured payments.

6 Refund Processing Time

Once ReWell approves a refund, the refund will be initiated to the original payment method, where applicable.

The time taken for the amount to appear in your account can depend on the bank, card issuer, UPI provider, or other payment method used.

Razorpay states that normal refunds generally reach customers within 5–7 working days after processing.

ReWell cannot control the processing time taken by a bank or payment provider after the refund has been initiated.

7 Original Payment Method

Refunds will generally be sent to the same payment method used for the original transaction.

For example:

• UPI payment - refund to the relevant UPI payment source
• Credit card payment - refund to the same card
• Debit card payment - refund to the same card
• Net banking - refund through the applicable payment channel

Razorpay's payment terms state that refunds are routed to the same payment method used for the transaction.

8 Partial Refunds

Where applicable, ReWell may process a partial refund instead of a full refund.

The amount of the refund will depend on the appointment status, payment details, and the applicable refund terms.

9 Payment Gateway Issues

Razorpay processes online payments on behalf of ReWell.

If you experience a payment issue, please first check whether:

• The amount was actually debited.
• Your appointment was confirmed.
• You received a payment confirmation.
• You received an appointment confirmation.

If your account was debited but the appointment was not confirmed, please contact ReWell with your transaction details.

Razorpay provides refund processing tools for eligible captured payments, but refund decisions are made by the merchant based on its applicable refund policy.

10 Refund for Online Consultations

For online psychiatric consultations, refund eligibility may depend on the status of the appointment.

If the consultation has already started or has been completed, the consultation fee may not be refundable.

If a technical issue prevents the consultation from taking place, please contact ReWell promptly. The team may review the situation and offer rescheduling or another appropriate resolution.

Online consultations are available at ReWell where clinically appropriate.

11 Clinical Care and Refunds

Payment for an appointment is a payment for the scheduled consultation or appointment.

Payment does not guarantee a particular diagnosis, treatment outcome, medication, prescription, or clinical recommendation.

Treatment decisions are made by the treating psychiatrist after considering the individual's concerns, medical history, clinical findings, and healthcare needs.

ReWell's clinical approach is based on psychiatric assessment and personalised care planning.

12 How to Contact Us for a Refund

If you have a question about a payment, cancellation, rescheduling request, or refund, please contact ReWell through our Contact Us page.

You can also contact our team regarding your appointment through the details provided on the ReWell website.

When contacting us, please keep your payment or transaction reference available so that we can review the request efficiently.

13 Related ReWell Pages

You may also find the following pages helpful:

• Book an Appointment - Schedule a psychiatric consultation with ReWell.
• Conditions and Care - Learn about mental health conditions and available care options.
• Our Services - Explore psychiatric consultations, counselling, psychological assessment, medication management, and other care options.
• About ReWell - Learn more about ReWell Institute of Mental Health and Neurosciences.
• Contact Us - Contact the ReWell team regarding appointments and general enquiries.
• Privacy Policy - Learn how ReWell handles personal information and privacy.

14 Changes to This Refund Policy

ReWell may update this Refund Policy when needed to reflect changes in our appointment process, payment systems, services, or applicable requirements.

Any updated policy will be published on this page with a revised Last Updated date.

15 Contact ReWell

ReWell

For appointment, payment, cancellation, rescheduling, or refund-related enquiries, please contact the ReWell team through the Contact Us page.

We encourage patients to review this policy before making an appointment payment.