REFUND AND CANCELLATION POLICY

1. The Primary Doctor/ Patient shall be entitled to a refund of his consultation fees (paid to PyraMed) if a Patient or the Primary Doctor cancels their consultation at least 6 hours prior to the scheduled consultation time. Please note that in the event of such a cancellation, PyraMed will have a right to delete all the data of the patient relevant to this consultation.

The Primary Doctor/ Patient shall not be eligible to any refund if the Primary Doctor/ Patient fails to be present for the consultation without having cancelled the appointment atleast 6 hours in advance.

2. In the event that the appointment is cancelled by the Secondary Doctor or the Secondary Doctor has not been able to present himself/ herself on the platform for 30 minutes after the appointment time, the patient will have a right to either:

• • cancel the appointment, or
  • reschedule the appointment at another time with the same secondary doctor.

3. If the patient opts for cancelling the appointment, s/he has the option of:
   • Receiving a full refund of his/ her money
   • schedule a fresh appointment for the same condition with another secondary doctor.

4. In the event the Secondary Doctor wishes to reschedule an appointment, he may do so at anytime uptil 24 hours prior to the consultation by contacting the Support Team at the Platform. The Support Team may be reached at this number, +91 9867955019.

5. In the event of any technical glitch in the course of the appointment, the Primary Doctor or Secondary Doctor may contact the Platform for technical support and the Tech Support Team will endeavour to resolve the same at the earliest. The Tech Support Team may be reached at this number, +91 9867955019.

6. In the event that the technical glitch is not resolved such that the Secondary Doctor is unable to conduct the consultation, a complaint may be raised by the Primary Doctor on the Platform on behalf of the Patient or on support@pyramed.co.in. The Firm may issue the refund solely at its discretion after investigating, confirming with Secondary Doctor and being satisfied with the veracity of the complaint.

7. Refunds under this policy will be processed to the same account/card used by the Primary Doctor to make the payment on behalf of the Patient towards consultation and will take at least 14 working days.
8. The Firm at its sole discretion may cancel any scheduled appointment or reject a request for appointment:
   1. in case of unavailability of a service; or
   2. if it suspects that a User has undertaken a fraudulent transaction;
   3. if it suspects a User has undertaken a transaction which is not in accordance with the Terms of Use, or
   4. If the amount paid by the User is incorrect as a result of human error or a technical malfunction of the Platform.