Cancellation & Refund Policy

This policy explains how cancellations and refunds work for appointments booked through DAAP CareConnect (“CareConnect,” “the Platform”), operated by DaaPrime Tech. It applies only to bookings your hospital has charged for online through the Platform. A booking made on a pay-at-hospital basis, or an appointment type your hospital doesn't charge for, has no online payment and so nothing to refund here — see your hospital directly for anything related to in-person billing.

Whether a given appointment type is paid for online, and how much it costs, is set by your hospital, not by CareConnect. Where a hospital has configured an online fee — for example a consultation, tele-consultation, second opinion, diagnostic or lab test, or a daycare procedure — you'll always see the amount and be asked to confirm before paying. Payment is collected securely through Razorpay.

If you cancel a paid appointment yourself, part of the fee may be deducted before the remainder is refunded. Each hospital sets its own cancellation schedule, but the underlying idea is the same everywhere: the more advance notice you give, the smaller the deduction — a cancellation made well ahead of your appointment keeps more of your payment refundable, while cancelling very close to (or after) your scheduled time keeps less. The exact deduction that applies to your booking is always shown to you, in full, before you confirm the cancellation — so you'll never be surprised by it after the fact. We deliberately don't print specific hours or percentages here, since your hospital can change its own schedule at any time; what you see at the moment you cancel is always the current, accurate figure.

If your hospital cancels your appointment, or is otherwise unable to accommodate it, you're entitled to a full refund of the base fee you paid — no deduction applies, regardless of how close to the appointment time this happens.

Any GST/tax and platform fee included in your payment are never refunded, under either cancellation path above. Only the base consultation/service fee is ever eligible for a refund, subject to section 3 where you initiated the cancellation.

Refunds are issued through Razorpay, back to whichever method you originally paid with. Depending on your hospital's own settings, a refund is either issued immediately once your cancellation is confirmed, or first reviewed by hospital staff before being released — either way, you'll be told which applies to your refund at the time you cancel. Once released, how long it takes to actually reflect in your account depends on your bank or UPI provider, not on CareConnect, so we don't quote a fixed number of days here — treat it as a normal bank-processed refund timeline.

Message your hospital's WhatsApp number and follow the cancel prompts for your upcoming appointment, or ask hospital staff to cancel it for you. Either way, you (or the staff member acting on your behalf) will see the refund breakdown — amount refunded, amount deducted, and any non-refundable charges — before the cancellation is confirmed.

We may update this policy from time to time. We will update the “Last updated” date above when we do. This policy describes how the Platform handles refunds generally — the specific cancellation schedule and fee amounts for your booking always come from your own hospital and are shown to you directly at the time of booking and cancellation.