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Refund & Cancellation Policy

TinyHealers - Transparent and Fair Refund Process

Last Updated: 8/6/2025

1. OVERVIEW

At TinyHealers, we strive to provide excellent pediatric care services. This Refund Policy outlines the terms and conditions under which refunds may be issued for consultation fees paid through our platform.

Important Note:

All payments are processed securely through Razorpay. Refunds, when applicable, will be processed back to the original payment method used during the transaction.

2. CANCELLATION POLICY

Eligible for Full Refund

  • 4+ Hours Before: Cancel up to 4 hours before scheduled consultation
  • Technical Issues: Platform failure preventing consultation
  • Doctor Unavailability: Doctor cancels due to emergency
  • Payment Errors: Duplicate or incorrect charges

No Refund Eligible

  • Less than 4 Hours: Cancellation within 4 hours of consultation
  • No-Show: Patient doesn't attend scheduled consultation
  • Post-Consultation: After consultation has been completed
  • Patient Issues: Internet/device problems on patient side

3. REFUND ELIGIBILITY CRITERIA

Full Refund (100%)

  • Cancellation 4+ hours before scheduled time
  • Technical failure on TinyHealers' end
  • Doctor unavailability due to emergency
  • Duplicate payment or billing error
  • Service not provided due to platform issues

Partial Refund (50%)

  • Consultation interrupted due to technical issues (if less than 50% completed)
  • Significant service quality issues reported within 2 hours
  • Doctor-initiated cancellation with less than 4 hours notice

No Refund (0%)

  • Consultation completed successfully
  • Patient no-show or late cancellation (less than 4 hours)
  • Patient-side technical issues (poor internet, device problems)
  • Change of mind after consultation
  • Dissatisfaction with medical advice (consult another doctor instead)

4. REFUND REQUEST PROCESS

Step-by-Step Process:

1

Contact Support

Email us at contact@tinyhealers.com or WhatsApp +91 7829991118

2

Provide Information

Include: Transaction ID, Consultation date/time, Reason for refund request

3

Review Process

Our team will review your request within 24-48 hours

4

Refund Processing

Approved refunds processed within 5-7 business days

5. REFUND TIMEFRAMES

Payment MethodProcessing TimeBank Credit Time
Credit Card2-3 business days5-10 business days
Debit Card2-3 business days3-7 business days
Net Banking1-2 business days3-5 business days
UPI1-2 business days1-3 business days
Digital Wallets1-2 business days2-5 business days

Note: Processing times may vary based on bank policies and holidays. International transactions may take longer.

6. SPECIAL CIRCUMSTANCES

Medical Emergency Scenarios

  • If patient requires immediate in-person medical attention during consultation
  • Emergency referral to hospital during online consultation
  • Consultation cut short due to patient's critical condition

Policy: Full refund may be considered on case-by-case basis

Technical Difficulties

  • Server downtime during scheduled consultation
  • Payment gateway issues causing multiple charges
  • Platform malfunction preventing consultation completion

Policy: Full refund or free rescheduling offered

Doctor-Related Issues

  • Doctor unavailable due to personal emergency
  • Professional misconduct (investigated and verified)
  • Significant delay in consultation start time

Policy: Full refund plus compensation consultation may be offered

7. FOLLOW-UP CONSULTATIONS

Free Follow-Up Policy:

  • 24-48 hours free follow-up included with paid consultations
  • Follow-up refunds only if initial consultation was refunded
  • Separate issues require new consultation (not covered under follow-up)

8. SUBSCRIPTION & PACKAGE REFUNDS

For future subscription services:

  • Unused Consultations: Pro-rated refund for unused consultations in packages
  • Subscription Cancellation: Refund available for remaining period if cancelled within 48 hours
  • Package Modifications: Difference amount refunded/charged based on usage

9. DISPUTE RESOLUTION

Resolution Process:

  1. Internal Review: Our customer service team reviews all refund requests
  2. Medical Review: Clinical team may review consultation quality concerns
  3. Management Escalation: Complex cases escalated to management
  4. External Mediation: Unresolved disputes may be subject to mediation

10. CHARGEBACK POLICY

Important Chargeback Information:

  • Contact us before initiating chargebacks through your bank
  • Chargebacks may result in account suspension pending investigation
  • We will contest invalid chargebacks with supporting documentation
  • Resolution through our refund process is faster than chargeback procedures

11. CONTACT FOR REFUNDS

Refund Support Channels:

General Support:

  • Email: contact@tinyhealers.com
  • Phone: +91 7829991118
  • Hours: 9 AM - 9 PM IST

12. POLICY UPDATES

  • This refund policy may be updated periodically to reflect changes in services or regulations
  • Users will be notified of significant policy changes via email or platform notifications
  • Updated policies will not affect refund requests made before the update
  • The "Last Updated" date reflects the most current version

Our Commitment

We are committed to providing excellent service and handling refund requests fairly and promptly. Your satisfaction and your child's health are our top priorities.

Questions? Contact our support team - we're here to help!