Cancellation and Refund Policy

1. The principles

• You never pay for help that was not delivered. If the platform cannot deliver what you paid for, you get your money back automatically.
• Emergency help is never held back for payment. Emergency response is paid for after the trip, so there is nothing to cancel or refund in advance.
• Cancellation charges are fair both ways. A cancellation charge applied to you will not exceed the equivalent charge MetaNova applies to itself for a cancellation on its side (Terms, clause 5.6).
• Refunds go back to the original payment method.

2. Doctor Now consultations

Scheduled consultations

• Cancel 2 hours or more before the booked time: full refund.
• Cancel less than 2 hours before the booked time: 50% refund.
• After the consultation has started: no refund.
• You may reschedule once free of charge; a further change is treated as a cancellation.

Instant consultations

• Cancel before the consultation starts: full refund.
• After the consultation has started: no refund.

When the consultation does not happen

• No doctor could be found, or the doctor did not join (whether or not you did): full refund, automatically, with an offer to book again.
• You missed a consultation that the doctor attended: no refund. The booking is closed as missed, and you can book again.

3. Emergency response

• Nothing is charged when you ask for help. The amount is collected after the case completes, as shown on the emergency screen (Terms, clause 5.3).
• If you cancel before the patient is on board the ambulance, nothing is retained; anything already paid is refunded in full.
• If help could not be arranged, the case is not billable and anything already paid is refunded automatically.
• If you disagree with the amount for a completed trip, contact the Grievance Officer through Help before you pay. If a fare is disputed after payment, any amount found not owed is refunded.

4. Home Care

From the Home Care service terms you accept in the app (LX-20HC.home-care-terms, version 1.2, clause 7):

You may cancel free of charge at any time before you accept the care agreement. If you cancel after accepting but before care starts, the amount you paid is refunded in full. Once care has started you may end it from the app; care ends after the notice stated in your care agreement, and any visits, shifts or days you paid for that fall after that end date and were not delivered are refunded. Refunds go back to the original payment method through the app's refund process.

5. Payment errors

• The amount taken does not match the amount you were shown: refunded automatically.
• You were charged twice for the same booking: the second payment is refunded in full, automatically.
• You paid but the booking failed or the slot was no longer available: full refund, automatically.

6. How refunds are decided

• Refunds owed under these rules are automatic. They are issued at once, with no request or approval needed, and every one is recorded.
• Other refunds — for example goodwill, a complaint or a partial refund — are raised by our team and approved by our Finance function or a superuser. The person who raises a refund never approves it.
• Every refund is shown on a separate credit note. A document already issued is never edited.

7. When the money reaches you

Refunds are made to the original payment method, within the timelines prescribed by the Reserve Bank of India — usually 5–7 business days after the refund is issued, depending on your bank and payment method. You can see the status of a refund in the app.

8. How to cancel or ask for a refund

• Cancel a booking from the booking in the iNNeed 1.O app; the refund that applies is shown before you confirm the cancellation.
• To ask about a refund, use Help in the app or write to partners@metanovahealth.in with your booking reference.
• If you are not satisfied, see Grievance Redressal.

See also: Pricing · Service Delivery Policy · Terms and Conditions