Last updated: October 2026
Overview
We want you to be satisfied with every service you purchase on this platform. This policy explains the conditions under which cancellations and refunds are available for each service type. All refunds are processed to the original payment method used at the time of purchase via Razorpay. Refund credit timelines depend on your bank or card issuer and are typically 5–7 business days after we approve the refund.
Appointment consultation fee
Consultation fees are charged when you submit an appointment request. The following terms apply:
| Cancellation timing | Refund |
|---|---|
| Cancelled > 24 hours before the confirmed appointment | Full refund |
| Cancelled within 24 hours of the confirmed appointment | No refund |
| Appointment not confirmed by care team within 48 hours | Full refund |
| Appointment cancelled by us or the doctor | Full refund |
To cancel an appointment, log in to your Patient Dashboard, open the appointment and select Cancel appointment.
Preventive health packages
Preventive health check-up packages are eligible for a full refund if cancellation is requested before the diagnostic session is scheduled or availed. Once a session has been scheduled with a diagnostic centre or partially availed, no refund is available for that package.
To cancel a health package booking, contact us at our contact page or email support@growellhealth.com with your booking reference.
Wellness and care programme enrolments
Programme enrolments are eligible for refund subject to the following:
| Refund condition | Refund |
|---|---|
| Cancellation requested within 3 days of enrolment, before programme start date | Full refund |
| Cancellation requested after 3 days but before programme start date | 50% refund |
| Cancellation requested after programme has started | No refund |
| Programme cancelled by us due to unavailability | Full refund |
To cancel a programme enrolment, go to Patient Dashboard → Wellness & Care Programs and contact our support team with your enrolment reference.
Refund process
- Submit your cancellation or refund request via your Patient Dashboard or by emailing support@growellhealth.com with your order reference number and reason.
- We will review and confirm your refund eligibility within 2 business days.
- Approved refunds are initiated to your original payment method through Razorpay.
- Credit typically appears in your account within 5–7 business days, depending on your bank or card issuer. UPI refunds may appear sooner.
You will receive an email confirmation once the refund is initiated.
Non-refundable items
- Convenience fees or payment gateway charges (if applicable)
- Consultation fees for appointments that have been attended
- Health packages where the diagnostic session has been availed
- Programme enrolments where the programme start date has passed
- Any service marked as non-refundable at the time of purchase
Contact us
For refund requests, cancellations or any payment-related queries, please contact us:
- Email: support@growellhealth.com
- Phone: 9887887112
- Contact form →
Our support team is available Monday to Saturday, 9 AM – 6 PM IST.