Payment, Refund & Cancellation Policy

Last updated: 30 May 2026

Important Notice: All online payments on this platform are processed by Shuddi Technologies Private Limited (a software service provider) on behalf of Dr. Manasa Shivaram. The payment gateway services are provided by Razorpay Software Private Limited (Razorpay), a licensed Payment Aggregator regulated by the Reserve Bank of India (RBI). By proceeding with a payment, you agree to Razorpay's Terms of Service and Privacy Policy in addition to this policy.

1. Payment Processing

All online payments for appointments, consultations, and services are processed through Razorpay Software Private Limited, a PCI-DSS compliant payment gateway. Payments are routed and managed by Shuddi Technologies Private Limited, the software service provider operating this platform.

Accepted payment methods include:

Credit Cards and Debit Cards (Visa, Mastercard, RuPay, Amex)
UPI (Google Pay, PhonePe, Paytm, BHIM, and all UPI apps)
Net Banking (all major Indian banks)
Wallets (Paytm, Mobikwik, Freecharge, etc.)
EMI (on eligible cards)
Buy Now Pay Later (BNPL) options as offered by Razorpay

2. Payment Security

We do not store any credit card, debit card, or bank account information on our servers. All payment data is encrypted and handled exclusively by Razorpay's PCI-DSS Level 1 compliant infrastructure. Transactions are secured with 256-bit SSL encryption and multi-factor authentication where applicable. Razorpay is authorized by the Reserve Bank of India as a Payment Aggregator.

3. Appointment Booking & Payment Confirmation

A booking is considered confirmed only upon successful payment.
You will receive a confirmation email/SMS with booking details after successful payment.
In case of payment failure, no amount is deducted. If an amount is debited and the booking is not confirmed, it will be automatically refunded within 5–7 business days to the original payment source.
Please retain your payment confirmation receipt/transaction ID for future reference.

4. Cancellation Policy

4.1 Cancellation by Patient

More than 24 hours before appointment: Full refund minus payment gateway charges (typically 2–3% of the transaction amount, as charged by Razorpay).
Between 12 and 24 hours before appointment: 50% refund of the consultation fee.
Less than 12 hours before appointment or no-show: No refund. The full amount is forfeited.

4.2 Cancellation by the Clinic

In the rare event that we need to cancel your appointment due to unforeseen circumstances (doctor unavailability, emergency, etc.), you will receive a full refund of the paid amount within 5–7 business days, or the option to reschedule at no additional charge.

4.3 Rescheduling

Appointments may be rescheduled up to 24 hours before the scheduled time at no additional charge, subject to availability. Rescheduling within 24 hours may be treated as a cancellation.

5. Refund Policy

5.1 Eligibility for Refund

Refunds are applicable in the following situations:

Appointment cancelled within the eligible time window (as per Section 4).
Duplicate payment for the same booking.
Payment debited but booking not confirmed due to a technical error.
Service not rendered due to cancellation by the clinic.

5.2 Non-Refundable Situations

Refunds will not be issued in the following cases:

Cancellations made less than 12 hours before the appointment.
Patient no-shows.
Dissatisfaction with medical advice or opinion (as medical outcomes cannot be guaranteed).
Completed consultations or services already rendered.
Fees paid for diagnostic reports, procedures, or medicines dispensed.

5.3 Refund Timeline

Approved refunds are processed within 5–7 business days from the date of approval. The refund will be credited to the original payment source (bank account, card, or wallet). Razorpay's processing timelines may vary based on the payment method and issuing bank. Shuddi Technologies Private Limited and the clinic are not responsible for delays caused by the payment gateway or banking systems.

5.4 Payment Gateway Deductions

Razorpay charges a payment processing fee on all transactions (typically 2–3%). In cases where a refund is issued due to patient-initiated cancellation, this gateway fee is non-refundable and will be deducted from the refund amount. In cases where the clinic cancels, the full amount including gateway charges will be refunded.

6. Chargeback & Disputes

We request patients to contact us directly before raising a chargeback with their bank or card issuer. Unauthorized chargebacks may result in termination of services. All legitimate disputes are handled promptly and fairly. To raise a payment dispute, contact us at +919741823963 with your transaction ID and details.

7. Failed Transactions

In the event of a failed transaction where money has been debited from your account but the booking was not confirmed, please wait up to 5–7 business days for an automatic reversal. If the amount is not reversed, contact us at +919741823963 with your transaction reference number. We will coordinate with Razorpay and Shuddi Technologies Private Limited to resolve the issue at the earliest.

8. Currency & Taxes

All transactions are processed in Indian Rupees (INR). Applicable taxes (GST) may be levied as per government regulations and will be reflected in your invoice. GST is non-refundable once the service is rendered.

9. Role of Shuddi Technologies Private Limited

Shuddi Technologies Private Limited is the software service provider that operates and maintains the digital platform used by Dr. Manasa Shivaram to provide online services. Shuddi Technologies Private Limited facilitates the payment collection process on behalf of the healthcare provider through Razorpay's payment infrastructure. Shuddi Technologies Private Limited acts as a technology intermediary and is not itself a healthcare provider, medical consultant, or financial institution. For any platform-related technical issues, contact Shuddi Technologies Private Limited through Dr. Manasa Shivaram's support channels.

10. How to Request a Refund

To request a refund, please:

WhatsApp us at +919741823963 with the subject: "Refund Request – [Your Name] – [Transaction ID]"
Include your full name, registered phone number, appointment date, and Razorpay transaction ID.
State the reason for the refund request.
Our team will review and respond within 2 business days.

11. Governing Law & Jurisdiction

This policy is governed by the laws of India, including the Consumer Protection Act, 2019, the Information Technology Act, 2000, and applicable RBI guidelines on payment aggregators. Any disputes arising from payments or refunds shall be subject to the exclusive jurisdiction of courts in India.

12. Contact for Payment Queries

Dr. Manasa Shivaram

Bangalore, Karnataka

Phone / WhatsApp: +919741823963

Platform & Payment Services by:
Shuddi Technologies Private Limited
Software Service Provider

Payment Gateway:
Razorpay Software Private Limited
RBI Licensed Payment Aggregator