Refund & Cancellation Policy
This policy separates Google Play Premium billing from consultation bookings. Review the actual store offer or saved booking conditions before authorising payment. It does not remove a remedy available under applicable consumer law.
1. Google Play Premium subscriptions
Current India plan listings are ₹1,499/month and ₹8,999/year; the Google Play billing sheet shows your actual total, taxes, renewal period and trial eligibility. The seven-day offer is a free trial for eligible first subscribers, not a seven-day money-back guarantee.
To stop renewal, use the Google account that made the purchase: Play Store → profile → Payments & subscriptions → Subscriptions → DrSentio → Cancel subscription. Follow the displayed deadline before a trial or subscription renews. Uninstalling DrSentio, signing out or deleting your DrSentio account does not cancel store billing. Cancellation ordinarily stops the next renewal while access continues to the period shown by Google Play; it is not automatically a refund.
Request a store refund using Google Play's refund process. Eligibility depends on the purchase, timing, circumstances, store policy and applicable law; there is no universal seven-day cutoff after which every refund is refused. We can investigate access or technical problems and provide support for a refund request, but cannot promise Google's decision or bank timing. Annual cancellation does not by itself create a pro-rata refund. Historical purchases are handled through their original provider.
2. Included monthly consultation
When the consultation service is available, an eligible verified paid membership month includes one 30-minute session. Annual membership releases one allowance at a time for each paid month. Unused allowances expire monthly without rollover; trial/complimentary/sponsored access is excluded by default.
A booking reserves the allowance. It is consumed on connection or an elapsed uncancelled/no-show reservation. An eligible cancellation can release an unused reserved credit within its original membership period; it does not restart the month, extend membership, restore a consumed credit or create a cash refund. The appointment must remain within the original valid period when rescheduled.
3. Additional consultation cancellation
Additional consultations default to ₹499 for 30 minutes, paid through Razorpay. The quoted price, duration and saved cancellation notice shown for your booking govern routine eligibility.
- You cancel with the required notice: the default is at least 24 hours before the confirmed start. An eligible paid booking creates a full-refund request; a cancellation confirmation is not proof that money has already reached your bank. A qualifying unused included credit is released instead of a cash refund.
- You cancel late or miss the session: the default system marks it ineligible for an automatic refund and can consume a reserved included credit. Contact support for an error, exceptional circumstance or statutory service-quality claim; this automatic status does not remove your legal rights.
- The professional cancels: the system treats the cancellation as eligible for a paid refund or release of an unused included reservation. Contact support if no correction appears. Rebooking requires an available appointment and your agreement.
- Rescheduling: available confirmed appointments can be moved before their saved cancellation-notice deadline, subject to professional availability and the included credit's original membership period. A new payment should not be made to repair an uncertain existing booking.
- Technical failure or service not provided as described: contact support with the booking reference and a brief account of the issue. We review the evidence and the applicable refund/rebooking remedy, including consumer rights. Do not send private consultation details, full card numbers or banking passwords.
4. Checkout and refund progress
A checkout hold lasts ten minutes. A captured payment arriving after the booking can no longer be confirmed is routed for refund review rather than silently granting a different session. If a checkout result is unclear, reopen Appointments/check status or contact support before trying again.
Approved consultation refunds use the original verified provider and payment route. The app can show Refund requested, Refund processing and Refund completed. Requested/processing is not a bank credit. Razorpay's normal-refund guidance is generally 5–7 working days after initiation, depending on the payment method and bank; it is not a guaranteed completion date for your transaction. Razorpay normal-refund guidance.
5. Support and consumer rights
Contact support@drsentio.com with your account email, booking/order reference and the issue. Do not send the full card number, CVV, OTP or password. Institution-specific commercial terms, where any exist, are set out in that signed agreement and do not remove non-waivable legal rights.
Grievance Officer: Deepender Singh · support@drsentio.com. Write “Privacy grievance” or “Service grievance” in the subject and include enough information to identify the issue. Do not email your password, card details or unnecessary health information.
Consumer grievances are subject to the applicable legal timelines, including acknowledgment within 48 hours and redress within one month where the Consumer Protection (E-Commerce) Rules apply. This does not make customer care an emergency or clinical response service.
This policy does not bar you from seeking a remedy for deficient service, an unauthorised charge, misleading claims or another right under the Consumer Protection Act, 2019 or other applicable law. Subscription/service availability must be checked in the app; paid clinical services are not made available merely by publishing this policy.