Refund & Cancellation Policy

Version 2.1 · Last updated 2026-10-22

Effective date: 15 October 2026

This policy applies to payments made on the Aasaanop Platform. It follows the Consumer Protection (E-Commerce) Rules, 2020. The amounts below are worked out automatically by the app.

1. Appointments and tests booked in the app

If you cancel:

24 hours or more before the appointment time: 100% refund of what you paid online.
Between 2 and 24 hours before: 50% refund.
Less than 2 hours before, or if you do not turn up: no refund.

If the doctor, facility or Aasaanop cancels, or the slot is no longer available: 100% refund, or a free reschedule if you prefer. If our system cancels your booking, we also add ₹50 to your Aasaanop wallet.

Rescheduling to another free slot before the appointment is free.

2. Home sample collection

Cancel before the collector has left for your address: full refund, including the collection fee. Once a sample has been collected and sent to the lab, the test charges cannot be refunded. If the lab cannot run the test (for example the sample was insufficient), it will recollect the sample free or refund you.

3. Medicine orders

Medicines are sold by the pharmacy that fills your order.

Cancel before the pharmacy has packed the order: full refund.
Sealed medicines in good condition cannot be returned once delivered, for safety reasons.
If medicines arrive damaged, expired, or different from what you ordered or what the prescription allows, tell us within 24 hours with photos. After the pharmacy checks, you get a replacement or a full refund.
If the pharmacist declines a prescription item or the order cannot be delivered, that part of the order is refunded in full.

4. Companion trips

Cancel before the companion has started towards you: full refund. Later cancellations may be charged the fee shown in the app at the time of cancelling. If the companion cancels or does not arrive, you get a full refund.

5. Facility bills and dues

Hospital and clinic bills and dues are paid to the facility's own account. Refunds of those are made by the facility under its own policy. We will help you contact the facility if needed.

6. How and when refunds are paid

Refunds go back to the original payment method within 5–7 working days of approval (your bank may take longer to show it). Wallet credits appear immediately. You can follow the status in My Bookings.

7. Facility and doctor subscriptions

Aasaanop plans bought by facilities are billed monthly in advance, plus GST, and are not refundable for the unused part of a month, except where we end the service without cause. New clinics and hospitals get a 14-day free trial with a one-time ₹100 WhatsApp credit and ₹200 AI credit; new standalone labs and pharmacies get a 7-day free trial with a one-time ₹100 WhatsApp credit. Clinic plans: Clinic Go ₹999 (1 doctor, no AI scribe), Clinic Plus ₹1,499 (up to 2 doctors; adds ₹500 AI credit and ₹500 WhatsApp credit a month) and Clinic Pro ₹1,999 (up to 4 doctors; adds ₹750 + ₹750 a month); a clinic can have at most 4 doctors. Hospital ₹4,999 (5 doctors; adds ₹2,000 AI credit and ₹2,000 WhatsApp credit a month; ₹250 a month for each extra doctor), or a custom quote for larger hospitals. Standalone Lab and Pharmacy ₹999 each (adds ₹500 WhatsApp credit a month). Current prices are on the solution pages of aasaanop.com.

AI scribe balance. Facilities pay for the AI scribe from a prepaid AI balance: each recorded consultation takes ₹1 per recorded minute (at least ₹5), as shown in the app. Money added to the AI balance, by top-up or as the monthly AI add-on bought with a plan, carries over from month to month and never expires, but is not refundable and cannot be withdrawn or transferred, including when a facility closes its account. GST is charged when the balance is topped up.

WhatsApp. A facility's WhatsApp messages are billed to it directly by Meta; Aasaanop does not charge for them and cannot refund Meta's charges.

8. Help

Write to support@aasaanop.com or call +91 89856 82548. If you are not satisfied, see our Grievance Redressal Policy.

Aasaanop Technologies Private Limited · 16-7-24/2, 2nd Floor, Viraraghavula Veedhi, Sharaf Bazar, Tenali, Guntur, Andhra Pradesh 522201 · CIN U86200AP2026PTC128248 · support@aasaanop.com · +91 89856 82548