Refund & Cancellation Policy

Last updated: 08 July 2026 · Effective from launch

1. Who this policy applies to

This policy governs refunds and cancellations for any payment made on ayurathma.com and its patient sub-domain, operated by 3Phala Ayurcentre Private Limited (CIN U74999TN2018PTC125961). It covers:

• Teleconsultation fees (text/chat consultation with an Ayurvedic RMP; video may be offered in future)
• Prescribed medicine orders fulfilled through Ayurkart, where the order is initiated on Ayurathma
• Any subscription, package, or bundle we may launch in the future

2. Cancellation and refund — teleconsultations

2.1 Patient-initiated cancellation

2.2 Doctor-initiated cancellation or no-show

If the doctor cancels or does not join within 15 minutes of the scheduled start time, you receive a 100% refund. You may also choose, at no extra cost, to reschedule with the same doctor or a different Ayurvedic RMP of comparable qualification.

2.3 Technical failure

If a consultation cannot proceed because of a genuine technical failure on our side (video not connecting, platform outage, payment reconciliation error), and the RMP confirms that no clinical service was delivered, you receive a 100% refund. If half or less of the consultation was delivered before the failure, you may choose between a 50% refund or a free continuation slot.

2.4 Consultation delivered but you are dissatisfied

Ayurvedic teleconsultation involves clinical judgment. Once the RMP has spent professional time examining you and issuing advice, dissatisfaction with the advice alone is not a ground for refund. You may raise a grievance under Section 6, and — where our review confirms deficiency of service — we may issue a partial refund or a free follow-up at our discretion.

2.5 Rescheduling

You may reschedule a consultation up to 4 hours before the scheduled start, subject to the doctor's availability, without any charge. Rescheduling after that window will be treated as a fresh booking.

3. Cancellation and refund — prescribed medicines

Medicines prescribed on Ayurathma are fulfilled by Ayurkart, the pharmacy operation of 3Phala Ayurcentre Private Limited (see ayurkart.com).

• Before dispatch: you may cancel the order for a 100% refund. Please write to the address in Section 6 or use the "Cancel Order" option in your patient portal
• After dispatch, before delivery: the order cannot be cancelled. On refusal at delivery, the courier will return the parcel; a refund of the product value (excluding shipping and return-freight where applicable) will be processed once the parcel arrives back at our facility
• Damaged or wrong item on delivery: photograph the parcel and the item within 48 hours of receipt and write to ayurathma2026@gmail.com. We will replace the item at no cost or refund the product value at your choice
• Expired stock: medicines with fewer than 3 months to expiry at the time of dispatch will not be sent. If you receive such a medicine, we will replace or refund it in full
• Health-safety exclusion: for hygiene and safety, opened or partially consumed medicines are not eligible for return unless the item is defective or was dispatched incorrectly

4. Refund timelines

• Ayurathma will initiate the refund within 3 working days of approval
• Razorpay typically credits the refund to the original payment instrument within 5-7 working days depending on your bank
• You will receive an email confirmation with the Razorpay refund reference number when the refund is initiated

5. How the refund reaches you

All refunds are processed back to the original payment method — the same card, UPI ID, wallet, or net-banking account that was used for the payment. We do not issue refunds by cheque, cash, or to a different account.

6. How to request a refund or lodge a grievance

Write to us with your booking or order reference:

7. Chargebacks

If you initiate a chargeback with your card issuer without first contacting our support team, we may be required to freeze the disputed amount pending investigation. We ask you to please raise a grievance with us first — we will almost always resolve it faster than the chargeback process.

8. Governing law

This Refund & Cancellation Policy is governed by the laws of India and forms part of our Terms of Service. Any dispute is subject to the exclusive jurisdiction of the courts at Chennai, Tamil Nadu.