Refund & Cancellation Policy

Medikue — Smart OP Orchestration Platform

Last updated: 17 May 2026
Version: 1.0 (aligned with live platform logic)

This policy explains how refunds and cancellations work on Medikue, a product operated by Longbyte Software Private Limited (“Longbyte”, “we”, “us”, “our”). It reflects actual system behaviour as implemented in our payment and booking services (Razorpay Route transfers, reversal, and refund APIs). If this policy conflicts with an older marketing description, this policy and the Platform’s in-app status prevail.

1. Fees on a typical booking

A confirmed OP booking may include:

Amounts are shown at checkout. Multi-seat bookings (up to 3 seats per booking) charge platform and consultation fees in proportion to the number of seats selected.

2. Platform fee tiers and Razorpay costs (transparency)

This section is for patients and hospitals so you understand what Medikue charges versus what Razorpay deducts from money that moves through the payment system.

2.1 Medikue platform convenience fee (by hospital tier)

Hospitals are assigned a subscription tier that sets the platform convenience fee per seat charged to the patient at checkout. The consultation fee is set by the hospital; the platform fee is set by Medikue per tier.

• Fees are charged per seat on multi-seat bookings (up to 3 seats).
• The platform fee is paid to Medikue, is non-refundable in all scenarios (see §3 and summary table), and is separate from the hospital consultation fee.
• Exact amounts for your hospital appear in the patient app at checkout and in hospital onboarding materials.

2.2 Razorpay payment processing on the consultation fee

When a patient pre-pays the hospital consultation fee, Razorpay charges payment-processing fees on that transaction. These are not Medikue’s platform fee—they are Razorpay’s charges for card/UPI/netbanking and Route transfer mechanics.

Example (illustrative — replace with live numbers):

• Consultation fee: ₹500
• Razorpay processing (e.g. 2% + 18% GST on fee): ~₹11.80 deducted from the consultation settlement path
• Hospital receives (approximately): ₹488.20 after Razorpay charges, before any other adjustments
• Platform fee (e.g. Starter tier ₹29): paid to Medikue in full; patient total at checkout = ₹529

Hospitals should budget consultation pricing knowing Razorpay’s per-transaction cost applies to the consultation fee, not to Medikue’s platform fee. Medikue does not mark up Razorpay’s gateway fee beyond what Razorpay charges on the payment.

For current Razorpay rates, see Razorpay pricing and your hospital’s Razorpay dashboard. Contact support@medikue.com for tier or fee questions.

3. How hospital consultation fees are held

When you pre-pay the consultation fee:

1. Payment is captured through Razorpay on Medikue’s merchant account.
2. The consultation portion is transferred to the hospital’s linked Razorpay account with a settlement hold until the end of the session day (India Standard Time), unless released earlier when the visit outcome is known (see §8).
3. The platform fee remains with Medikue and is not part of the hospital transfer.

This is not an escrow account. Funds flow through Razorpay’s standard Route and settlement mechanics.

4. Patient-initiated cancellation

You may cancel a confirmed booking in the patient app only if every seat (token) on that booking is still before desk check-in — statuses equivalent to pending, booked, or confirmed. If any seat has progressed further (e.g. checked in, in consultation, completed, or marked no-show), the whole booking cannot be self-cancelled in the app; contact the hospital.

Consultation fee refund (patient cancel)

The session end time is the scheduled end time, or a default window from the start time if no end was set.

Platform fee

The platform convenience fee is never refunded for patient cancellation.

Booking status

A successful patient cancel marks the booking cancelled and cancels all associated pre-check-in tokens.

Partial seat cancellation (multi-seat)

Not supported in the patient app today. You cannot cancel individual seats while keeping others active on the same order. Hospital staff or hospital-initiated session actions may apply different rules (§5).

5. Hospital-initiated cancellation

5.1 Full OP session cancellation

When a hospital cancels an entire OP session:

• Tokens still before check-in (pending, booked, confirmed) are voided.
• Eligible consultation fees for those tokens/bookings receive a 100% consultation refund (hospital-initiated / surgery-block reason in payment records).
• Tokens already checked in (at clinic), in consultation, completed, or no-show are not voided or refunded by this action.
• The platform fee is not refunded.

5.2 Surgery block

When a session is configured and cancelled as a surgery block, refund treatment for eligible pre-check-in bookings matches full consultation refund as for hospital session cancellation. Platform fee remains with Medikue.

5.3 Multi-seat / proportional refunds (hospital paths)

Where the system processes hospital-initiated refunds for a subset of seats on a shared payment, the consultation refund amount is calculated proportionally by seat count (rounded down to whole paise; minimum refund rules apply).

6. No-show

If you do not attend and staff marks your token no-show (or equivalent terminal no-show handling applies):

• The consultation fee is retained by the hospital (no refund to you).
• The platform fee is not refunded.

No-show is separate from patient voluntary cancellation during the session window (which also yields 0% consultation refund).

7. Completed consultation

Once your consultation is marked completed, the consultation fee is earned by the hospital. No refund is issued for that visit. Settlement hold on the hospital transfer may be released early when the visit is completed (see §8).

8. Settlement timing (when the hospital receives funds)

• Consultation fees are typically held on the Route transfer until 23:59:59 IST on the session date, then settled per Razorpay’s schedule (often T+2 business days to the hospital’s bank after release).
• When a visit is completed or marked no-show, the Platform may release the hold earlier so settlement can begin sooner, provided no refund is in progress and all seats on the payment are in a terminal state for payout.

9. How refunds are processed technically

1. Reversal of the held Route transfer (full or partial consultation amount), when applicable.
2. Refund to your original payment method via Razorpay (POST refund on the captured payment).

Minimum refundable consultation amount per Razorpay rules: ₹1.00 (100 paise). Smaller amounts may be marked as no refund in the system.

Refund timing to your bank/card/UPI

After Medikue initiates a refund:

• Many refunds complete in minutes when your bank and payment method support accelerated processing.
• Otherwise, crediting typically takes 5–7 working days, depending on Razorpay and your issuer.

The app may show refund initiated before your bank posts the credit.

After hospital settlement

If the consultation fee was already released/settled to the hospital before a qualifying refund, Medikue may refund you from Medikue and record an internal hospital recovery balance to reconcile with the hospital separately. This does not change your right to receive an eligible refund.

10. What we do not refund

• Platform convenience fee — all scenarios.
• Consultation fee when policy is 0% (e.g. patient cancel during session window, no-show, completed visit).
• Bookings that cannot be cancelled because tokens are no longer pre-check-in.
• Payments that failed or were never captured (voided orders — you were not charged).

11. Failed refunds and disputes

If a refund fails at the payment gateway, our systems may retry a limited number of times. Persistent failures are escalated for manual operations review.

For clinical or billing disputes about a specific visit, contact the hospital first. For Platform payment status, contact support@medikue.com with your booking/order reference.

Chargebacks and payment disputes are handled under Razorpay and banking network rules; Medikue may share transaction records with issuers as required.

12. Booking horizon

Sessions may be booked only within Medikue’s advance booking window (currently up to 90 days ahead). This keeps payments within Razorpay’s practical refund windows.

13. Changes

We may update this policy when product logic changes. Material changes will be communicated reasonably in-app or on our website.

14. Summary table

15. Contact

support@medikue.com

This policy is aligned with Medikue API implementation (patient cancel, hospital session cancel, payment outbox, and cancellation policy modules) as of May 2026. Legal counsel should review before external publication.