Cancellation and Refund Policy
How cancellations, failed payments and refunds are handled for Prescr SaaS charges and clinic-service payments collected through Prescr.
Last updated: 11 July 2026. This policy is subject to applicable law, clinic-specific service rules and any signed agreement with Prescr.
1. Our role
Prescr is a SaaS and payment technology platform for clinics. Healthcare services booked or paid through Prescr are delivered by the selected clinic, doctor, diagnostic centre or service provider. Prescr may collect payment on behalf of that clinic and settle the clinic's share after deducting applicable platform or service fees, where agreed.
2. Clinic SaaS subscriptions
- Clinics receive software access under the commercial proposal accepted at onboarding, without an automatic paid renewal.
- Paid clinic plans, if any, are governed by the commercial proposal or agreement accepted by the clinic.
- Unless the accepted proposal says otherwise, subscription payments are non-refundable after activation, except for duplicate charges, failed transactions that were debited, or billing errors confirmed by Prescr.
- Clinics can cancel future renewal by writing to [email protected] before the next billing date.
3. Patient payments for clinic services
For appointments, consultations, procedures, diagnostics, pharmacy counters or other clinic services, the refund rule depends on the clinic's confirmed service policy and the status of the booking. The total amount payable is shown before payment.
- If the clinic cancels the appointment or cannot provide the paid service, the eligible service amount is normally refunded or rescheduled as agreed with the clinic.
- If the patient cancels before the appointment, refund eligibility depends on the clinic's cancellation window and any non-refundable booking fee shown before payment.
- If the patient does not attend, arrives late, or the service has already started or been delivered, the payment may be non-refundable unless the clinic approves otherwise.
- Clinical decisions, medical advice and service outcomes are the responsibility of the treating clinic or doctor.
4. Failed, duplicate or excess payments
If a transaction fails but money is debited, or if the same payment is charged more than once, contact us with the payment reference, date, amount and phone/email used. Confirmed failed, duplicate or excess payments are refunded to the original payment method.
5. Refund timeline
Approved refunds are initiated to the original payment method within 5 to 7 business days after approval by Prescr or the clinic, as applicable. Banks, UPI apps, card networks and payment processors may take additional time to credit the amount.
6. How to request a refund
Email [email protected] with your name, phone number, payment reference, clinic name, appointment/service details and reason for cancellation or refund. Patients should also contact the selected clinic when the refund depends on clinic approval.
7. Non-refundable items
Payment gateway charges, convenience fees, platform fees, partially consumed services, completed consultations, prescriptions, reports, pharmacy items already dispensed and no-show bookings may be non-refundable unless required by law or approved by the clinic.
8. Contact
For payment, cancellation or refund support, contact [email protected] or call +91 70114 46762.