1. Overview
All online payments made through ShylCare — by patients for appointments, pharmacy, lab and radiology services, and by healthcare facilities for their subscription — are collected by Shylzora Technologies Private Limited ("ShylCare") as the merchant of record. ShylCare subsequently settles the relevant amount to the facility (Subscriber), net of its platform commission.
Because ShylCare collects these payments, ShylCare is also responsible for processing any refunds due, in accordance with the policy below. Refund eligibility and timelines may vary depending on the type of transaction.
2. Tenant Subscriptions
2.1 Monthly plans. You may cancel at any time from your account settings or by contacting us. Cancellation takes effect at the end of the current billing cycle. No refund is provided for the remainder of a partially used monthly cycle.
2.2 Annual plans. If cancelled within 30 days of purchase or renewal, we will refund the unused portion of the annual fee on a pro-rata basis, less the discount already availed for annual billing. After 30 days, annual fees are non-refundable for the remaining term.
2.3 Free trial. If you are charged after a free trial converts to a paid subscription, you may request a full refund within 7 days of the first charge by contacting support.
2.4 AI credits and wallet recharges. AI overage charges and wallet top-ups for SMS/WhatsApp/AI usage are non-refundable once billed or consumed. Any unused wallet balance is refundable only on permanent account closure, less applicable payment gateway charges.
3. Appointments (OPD/IPD)
3.1 Cancelled by patient. If you cancel at least 2 hours before the scheduled appointment time, you will receive a 100% refund. Cancellations made less than 2 hours before the appointment, or a no-show, are not eligible for a refund.
3.2 Cancelled or rescheduled by the facility/doctor. If a facility or doctor cancels or reschedules your appointment, you are entitled to a full refund, or you may choose a free reschedule.
3.3 IPD advance payments. Any advance/deposit paid at admission is adjusted against the final bill at discharge. Any unused portion of the advance is refunded to the patient as part of the discharge settlement.
4. Pharmacy Orders
4.1 Before dispensing. Pharmacy orders can be cancelled free of charge at any time before the order status changes to "Dispensed". A full refund will be issued for cancelled orders.
4.2 After dispensing. Once medicines have been dispensed/packed, the order cannot be cancelled and is not eligible for return, in line with drug safety regulations governing dispensed pharmaceutical products.
4.3 Exceptions. If you receive the wrong item, a damaged or expired product, or were incorrectly billed, report the issue within 48 hours of delivery. Verified claims will be resolved by replacement or refund within 3–5 business days.
5. Lab & Radiology
5.1 Before sample collection / scan. Cancellations made before sample collection (including home collection) or before a radiology appointment are eligible for a 100% refund.
5.2 After sample collection / scan. Once a sample has been collected or a scan has been performed, the order is not eligible for cancellation or refund, regardless of subsequent report turnaround time.
5.3 Missed home collection. If a phlebotomist fails to arrive, or arrives more than 30 minutes after the scheduled window, you are entitled to a full refund or a free reschedule.
6. Refund Process & Timelines
6.1 Mode of refund. All eligible refunds are credited to the original payment method used for the transaction.
6.2 Timeline. Refunds are initiated within 1–2 business days of approval and typically reflect in your account within 5–7 business days, depending on your bank or payment provider.
6.3 Failed or duplicate payments. If an amount is debited but the corresponding booking, order, or subscription is not confirmed, it will be automatically reversed within 7 business days. If it is not, contact support for manual reconciliation.
7. Contact
For any questions about a refund or cancellation, contact us: