Refund and Cancellation Policy
Version: v1.0
Last Updated: June 29, 2026
This policy covers refunds and cancellations for all transactions made through Clinic Setu, operated by Moventra Tech Solutions Private Limited. Payments are processed via Razorpay, an RBI-compliant payment gateway. Please read this policy carefully before making any payment.
1. Patient Wallet Refunds
1.1 Wallet Recharge
- Wallet recharge amounts are non-refundable once added to your Clinic Setu wallet
- Minimum recharge amount: ₹100
- In case of a technical failure where money is debited but wallet is not credited, raise a support request within 7 days — we will investigate and credit within 5 working days
1.2 Appointment Token Fee Deducted from Wallet
| Scenario | Refund |
|---|
| Appointment cancelled by patient before confirmed | Full refund to wallet |
| Appointment cancelled by patient after confirmation | Subject to facility's cancellation window (typically no refund within 2 hours of appointment) |
| Appointment cancelled by facility or doctor | Full refund to wallet within 24 hours |
| No-show by patient | No refund |
| Appointment expired (OPD day ended, patient not seen) | Full refund to wallet |
2. Subscription Fees (Healthcare Facilities and Professionals)
2.1 Trial Period
- Newly registered facilities receive a 90-day free trial — no charges apply during this period
- No credit card is required during the trial
2.2 Paid Subscription
- Subscription fees are billed in advance for the selected billing cycle (monthly or annual)
- Subscriptions are non-refundable once the billing period has commenced
- If you cancel your subscription, access continues until the end of the paid period — no prorated refund is issued
- Annual subscriptions cancelled within 7 days of first payment (and with no active usage) may be eligible for a partial refund — raise a request to [email protected]
3. Consultation Fees Collected by Facilities
Consultation fees paid directly to healthcare facilities (either online or at the counter) are governed by the individual facility's refund policy. Clinic Setu is not responsible for refunds of consultation fees paid to facilities. Contact the facility directly for such requests.
4. Free Booking Credits (New Patient Accounts)
New patient accounts receive complimentary booking credits upon registration (one free normal booking, one free premium booking, one free emergency booking). These credits are non-transferable, non-refundable, and non-cashable. They expire if not used within 12 months of account creation.
5. Payment Failures and Disputes
- If a payment fails but your account is charged, contact us at [email protected] within 7 days
- Refunds, where applicable, are processed within 5–7 working days to the original payment source or wallet, depending on bank processing times
- For Razorpay payment disputes, you may also raise a dispute directly through your bank or card provider
6. How to Request a Refund
To request a refund, contact our support team:
- Email: [email protected]
- Include your registered mobile number, transaction ID or appointment ID, and reason for the refund request
- We will respond within 2 working days and resolve within 7 working days
7. Changes to This Policy
We may update this policy from time to time. Users will be notified of material changes via in-app notification or email. Continued use of the platform after a policy change constitutes acceptance of the updated policy.
8. Governing Law
This policy is governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts at Rampurhat, West Bengal, India.
9. Contact
Moventra Tech Solutions Private Limited
Email: [email protected] | [email protected]
Rajib Pally, Singi Bagan, Behind Bus Stand, Rampurhat-I, Birbhum – 731224, West Bengal, India