1. General policy

Medza aims to make healthcare services clear and straightforward, including the terms that apply to payments, bookings, cancellations and refunds.

The refund or cancellation terms applicable to you may depend on the particular service purchased, whether a consultation has already taken place and the circumstances of the cancellation.

Nothing in this policy is intended to limit any consumer right or remedy that cannot lawfully be excluded under applicable law.

2. Consultation cancellations

If you need to cancel a consultation, please contact Medza as soon as reasonably possible using the support details provided below.

Where the cancellation is made before the applicable cancellation cutoff communicated during the booking process, you may be eligible for a refund or rescheduling, subject to the terms applicable to that service.

If a cancellation is made after the applicable cutoff, the consultation has already started, or the service has otherwise been substantially provided, a refund may not be available except where required by applicable law or determined appropriate by Medza.

3. Rescheduling

Where rescheduling is available, you may request to move your consultation to another available date or time.

Rescheduling is subject to availability and any applicable time limits communicated during the booking process.

If a suitable alternative appointment is not available, Medza may provide another applicable resolution depending on the circumstances.

4. Missed consultations

If you do not attend your scheduled consultation or are unavailable when the medical professional attempts to conduct the consultation, the booking may be treated as a missed appointment.

Refund or rescheduling eligibility for a missed consultation may depend on the applicable booking terms and the circumstances involved.

5. Cancellation by Medza or the medical professional

A consultation may occasionally need to be cancelled or rescheduled because of medical-professional availability, technical problems, operational circumstances or other reasons outside your control.

Where Medza or the relevant medical professional cancels a consultation and the service has not been provided, Medza will generally offer rescheduling or an applicable refund, subject to the circumstances and applicable law.

6. Services already provided

Where a consultation or other service has already been provided, a refund may not be available simply because you are dissatisfied with the clinical outcome or because a particular treatment, diagnosis or prescription was not provided.

A consultation does not guarantee a particular medical outcome, treatment or prescription.

Clinical decisions remain the responsibility of the relevant registered medical professional exercising independent professional judgment.

7. Payments made through third-party providers

Payments may be processed through third-party payment providers.

Where a refund is approved, the refund will generally be processed through the original payment method, subject to the payment provider’s processing timelines and procedures.

Medza cannot control the exact time taken by a bank, card issuer or payment provider to credit a refunded amount.

8. Refund processing

If you are eligible for a refund, Medza will initiate the refund after reviewing and approving the applicable request.

You may be asked to provide information necessary to verify the booking or transaction before a refund can be processed.

Refunds will be made using the applicable original payment method where reasonably possible.

9. Products or other paid services

If Medza introduces products, subscriptions or other paid services in the future, separate refund or cancellation terms may apply to those services.

Any such terms will be displayed during the applicable purchase or booking process.

10. How to request a cancellation or refund

To request a cancellation, rescheduling or refund, contact us with the information reasonably necessary to identify your booking or transaction.

Please include:

• Your name.
• The email address associated with your Medza account.
• Your booking or order details, where available.
• The reason for your request.

Requests can be sent to: support@medza.in

11. Refund disputes and complaints

If you believe a refund has been incorrectly denied or a payment issue has not been resolved, please contact Medza at the email address below so that we can review the matter.

We will review the information relating to the transaction and respond as appropriate under our policies and applicable law.

12. Changes to this policy

Medza may update this Refund & Cancellation Policy from time to time to reflect changes to our services, booking process, payment arrangements or applicable requirements.

The updated version will be published on this page with a revised “Last updated” date.

13. Contact us

For cancellation, rescheduling, refund or payment-related questions, contact:

medza
ajwa road, vadodara
Gujarat, India

Email: support@medza.in