At Dr. Prerna Ayurveda Clinic & Apothecary, we strive to deliver compassionate clinical care and authentic herbal formulations. This policy clearly defines our cancellation and refund standards across two distinct service areas: Part A (Clinical & Telemedicine Consultations) and Part B (Apothecary Products & Store Orders).
1. Consultation Cancellation & Rescheduling
1.1 Cancellation Window: You may cancel your booked consultation up to 4 hours prior to the scheduled slot for a 100% full refund.
1.2 Rescheduling Policy: Patients can reschedule their appointment to any available future slot free of charge up to 4 hours before the appointment by contacting our clinic helpline (+91 77678 81001) or via WhatsApp.
1.3 Late Cancellations & No-Shows: Cancellations made within 4 hours of the appointment or missed appointments without prior notice are non-refundable as the doctor's dedicated clinical time has been reserved.
1.4 Doctor Unavailability or Technical Failures: In the rare event that Dr. Prerna is unavailable due to an emergency or if a technical teleconsultation failure occurs on our platform, you will be offered an immediate priority reschedule or a 100% full refund.
1.5 Duplicate Payments: If an inadvertent duplicate payment occurs during booking, the surplus amount will be refunded automatically to the original payment source within 3–5 banking business days.
2. Product Returns & Order Cancellations
2.1 Cancellation Before Dispatch: You may cancel a product order at any time before it has been dispatched from our pharmacy warehouse for a 100% refund.
2.2 Return Eligibility Window (7 Days): We accept return requests within 7 days of delivery under the following conditions:
- The product arrived damaged, broken, or leaking during transit.
- An incorrect product was delivered differing from your order.
- The safety seal is intact, and the item remains unopened and unused.
2.3 Non-Returnable Items: For reasons of hygiene, patient safety, and regulatory compliance under AYUSH standards, products that have been opened, unsealed, or used cannot be returned unless verified as defective upon unboxing.
2.4 Verification Requirement: For damaged or incorrect items, please email clear photos/videos of the package and invoice to care@drprerna.com or WhatsApp (+91 77678 81001) within 48 hours of receipt.
2.5 Reverse Pickup & Replacement: Upon approval, we arrange a free reverse pickup and dispatch a replacement immediately or process a full refund.
3. Refund Processing Timeline & Mode
All approved refunds are credited back exclusively to the original payment method (Credit/Debit Card, Net Banking, UPI, or Wallet) used during checkout:
- Consultation Refunds: Processed within 3 to 5 banking business days.
- Product Returns: Processed within 5 to 7 banking business days after the returned parcel reaches our clinic warehouse and completes quality inspection.
📞 How to Initiate a Refund or Rescheduling Request
To request an appointment reschedule, cancellation, or product return, please contact our support desk with your Patient Name / Order ID:
Helpline & WhatsApp: +91 77678 81001
Support Email: care@drprerna.com
Clinic Address: Flat 402, Shiv Regency, Manish Nagar, Nagpur – 440015, Maharashtra
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