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Refund and Cancellation Policy

Last updated: March 25, 2026

This Refund and Cancellation Policy (Policy) sets out the terms and conditions under which Pai Group Inc. trading as 'AcchaDoc' (AcchaDoc, we, us or our) provides refunds and processes cancellations for services purchased through the AcchaDoc Platform.

This Policy should be read in conjunction with our Terms and Conditions and Privacy Policy.

Your Consumer Rights

Nothing in this Policy limits your rights under the Consumer Protection Act, 2019 or other applicable consumer protection laws in India. You retain all statutory rights as a consumer.

1. Overview

1.1 AcchaDoc is a technology platform that facilitates consultations between you and independent registered medical practitioners (Partner Practitioners). We are not a healthcare provider ourselves.

1.2 When you purchase services through AcchaDoc, you are paying for:

Access to the AcchaDoc Platform and technology;
Facilitation of your consultation with a Partner Practitioner; and
Any additional services specified at the time of purchase (such as express processing or diagnostic services).

1.3 All fees displayed on the AcchaDoc Platform are in Indian Rupees (₹) and are inclusive of applicable taxes including GST, unless otherwise stated.

2. Refund Eligibility

2.1 Medical Certificate Requests - Service Not Provided

You are eligible for a full refund in the following circumstances:

(a) A Partner Practitioner determines that your request is not medically appropriate and declines to provide a medical certificate;
(b) We are unable to match you with an available Partner Practitioner within 24 hours of your request (for standard service) or 6 hours (for express service);
(c) There is a technical failure on our platform that prevents the delivery of your requested service; or
(d) We are unable to provide the service for any other reason beyond your control.

2.2 Consultation Services

If you have booked a scheduled consultation with a Partner Practitioner:

(a) You may cancel more than 48 hours before the scheduled consultation time for a full refund;
(b) Cancellations made between 24-48 hours before the scheduled consultation time will receive a 50% refund;
(c) Cancellations made less than 24 hours before the scheduled consultation time are not eligible for refund; and
(d) If you fail to attend a scheduled consultation without prior cancellation, you will forfeit the consultation fee entirely.

2.3 Subscription Services

If you have purchased a subscription for access to AcchaDoc services:

(a) You may cancel your subscription at any time, and you will continue to have access to subscription benefits until the end of your current billing period;
(b) Subscription fees already paid for the current billing period are non-refundable, except where we terminate your subscription without cause as per our Terms and Conditions;
(c) If we terminate your subscription without cause, you will receive a pro-rata refund for any unused portion of your subscription period; and
(d) No refunds will be provided for partial months or unused services within a billing period if you voluntarily cancel your subscription.

2.4 Diagnostic Services

If you have booked diagnostic services (pathology, radiology, etc.) through a Diagnostic Partner:

(a) You may cancel your booking more than 24 hours before the scheduled appointment for a full refund;
(b) Cancellations made less than 24 hours before the scheduled appointment will receive a 50% refund;
(c) Once diagnostic samples have been collected or imaging has been performed, refunds are not available unless there is a service failure or error by the Diagnostic Partner; and
(d) If diagnostic results are delayed beyond the promised timeframe without valid reason, you may be eligible for a partial refund or credit toward future services.

3. Non-Refundable Services

3.1 The following services are non-refundable under any circumstances:

(a) Services that have been successfully completed, including medical certificates or consultation outcomes that have been delivered to you;
(b) Services where a Partner Practitioner has provided a medical opinion, assessment, or outcome, even if the outcome is not what you expected or hoped for;
(c) Cancellations made after the applicable cancellation period has expired (as specified in section 2 above);
(d) Services where you provided inaccurate, incomplete, or misleading information that prevented proper service delivery;
(e) Missed appointments or consultations where you failed to attend without prior cancellation; and
(f) Digital downloads or electronic documents that have been accessed or downloaded, including medical certificates in PDF format.

Important: Medical Discretion

Partner Practitioners exercise independent medical judgment. If a Partner Practitioner determines that a medical certificate or other health outcome is not clinically appropriate for your situation, you are entitled to a refund as per section 2.1(a). However, if a Partner Practitioner provides an outcome based on their professional assessment, the service is considered complete and non-refundable.

4. Cancellation Process

4.1 How to Cancel

To cancel a service or subscription, you must:

(a) Contact us at contact@acchadoc.in or use the cancellation option in your Account dashboard (if available);
(b) Provide your order number, booking reference, or account details;
(c) Specify which service(s) you wish to cancel; and
(d) Submit your cancellation request before the applicable cancellation deadline (if any).

4.2 Cancellation Confirmation

Once we receive your cancellation request:

(a) We will send you an email confirmation within 24 hours acknowledging receipt of your cancellation request;
(b) We will assess your eligibility for a refund based on this Policy;
(c) We will notify you of the outcome within 48 hours of receiving your request; and
(d) If approved, we will process your refund according to section 5 below.

5. Refund Process

5.1 Refund Method

All refunds will be processed to your original payment method:

(a) If you paid by credit/debit card, the refund will be credited to the same card;
(b) If you paid by UPI, the refund will be credited to the linked bank account;
(c) If you paid by net banking or other methods, the refund will be credited to the same source;
(d) If we are unable to process a refund to your original payment method (e.g. if the card has expired), we will contact you to arrange an alternative refund method, such as bank transfer; and
(e) In exceptional circumstances where we cannot refund to the original payment method, we may issue account credit valid for 12 months from the date of issue.

5.2 Refund Timeline

Approved refunds will be processed according to the following timeline:

(a) We will initiate the refund within 7 business days from the date we approve your refund request;
(b) Credit/debit card refunds typically take 5-10 business days to appear in your account, depending on your card issuer;
(c) UPI and net banking refunds typically take 3-7 business days to appear in your account;
(d) Bank transfer refunds typically take 5-7 business days from the date we initiate the transfer; and
(e) You will receive an email notification once the refund has been processed from our end. Please allow additional time for your bank or payment provider to process the credit.

5.3 Refund Amount

The refund amount will be determined as follows:

(a) Full refunds will return 100% of the amount you paid for the specific service;
(b) Partial refunds (e.g. 50% refunds for late cancellations) will be calculated based on the original service fee;
(c) Pro-rata refunds for subscriptions will be calculated based on the number of unused days in your billing period;
(d) Payment processing fees charged by third-party payment gateways are non-refundable and may be deducted from your refund amount (typically 2-3% of the transaction value); and
(e) Refunds will be issued in Indian Rupees (₹), regardless of the currency of your original payment.

5.4 Refund Disputes

If you have not received your refund within the stated timeline:

(a) First, check with your bank or payment provider to confirm whether the refund has been processed on their end;
(b) Contact us at contact@acchadoc.in with your refund reference number and we will investigate;
(c) We will provide you with proof of refund processing (such as a transaction reference number) within 48 hours of your inquiry; and
(d) If the refund has been processed from our end but has not reached your account, you may need to follow up with your bank or payment provider.

6. Special Circumstances

6.1 Service Failure or Quality Issues

If you experience any of the following, you may be eligible for a refund or credit even if the standard refund period has passed:

(a) Significant technical issues that prevented you from accessing or completing the service;
(b) Errors in the medical certificate or other documents provided (e.g. incorrect dates, misspelled names) – we will either correct the error or issue a refund;
(c) Failure to deliver promised services within the stated timeframe (e.g. express service not delivered within 6 hours);
(d) Partner Provider misconduct or violation of professional standards – subject to investigation;
(e) Duplicate charges or billing errors – we will refund any duplicate or incorrect charges immediately; and
(f) Data breach or privacy violation that affects your personal information – subject to investigation and applicable law.

6.2 Medical Emergencies

If you purchased a service but subsequently required emergency medical care that prevented you from using the service:

(a) Contact us as soon as reasonably possible with documentation of the emergency (e.g. hospital admission records);
(b) We will assess your request on a case-by-case basis and may provide a full or partial refund or credit at our discretion; and
(c) This exception is made in recognition of unforeseen medical circumstances and is subject to verification.

6.3 Force Majeure

In the event of circumstances beyond our reasonable control (including but not limited to natural disasters, pandemics, government restrictions, internet outages, or other force majeure events):

(a) We may be unable to provide services for which you have paid;
(b) In such cases, we will offer you the option of either waiting for services to resume or receiving a full refund;
(c) We will communicate with affected customers via email and the AcchaDoc Platform; and
(d) Refunds for force majeure events will be processed as soon as reasonably practicable.

7. Chargebacks and Payment Disputes

7.1 We encourage you to contact us directly to resolve any billing or service issues before initiating a chargeback with your bank or payment provider.

7.2 If you initiate a chargeback:

(a) Your access to the AcchaDoc Platform may be suspended pending resolution of the dispute;
(b) We will provide evidence to your bank or payment provider showing that services were delivered as agreed;
(c) If the chargeback is found to be invalid or fraudulent, we reserve the right to pursue recovery of funds and may permanently ban your account;
(d) If the chargeback is valid, we will cooperate fully with your bank or payment provider and will not contest legitimate claims; and
(e) You will be responsible for any chargeback fees imposed by our payment processor if the chargeback is found to be invalid.

7.3 Fraudulent chargebacks or payment disputes may result in legal action and will be reported to relevant authorities.

8. Contact Us and Grievance Redressal

8.1 For refund and cancellation inquiries, please contact us at:

Email: contact@acchadoc.in

Website: https://acchadoc.in

8.2 If you are not satisfied with our handling of your refund or cancellation request, you may escalate your complaint to our Grievance Officer:

Grievance Officer Contact Details:

Company: Pai Group Inc.

Email: contact@acchadoc.in

Phone: +1 (831) 337-0528

Address: 1111B S Governors Ave # 95866, Dover, DE 19904, United States

For grievances under Indian law, please email contact@acchadoc.in with subject line "India Grievance - [Your Issue]". The Grievance Officer will acknowledge your complaint within 24 hours and resolve it within 15 days from the date of receipt, as required under the Information Technology Act, 2000.

8.3 If you remain dissatisfied with the resolution provided by our Grievance Officer, you may file a complaint with:

(a) The relevant District Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019;
(b) The National Consumer Helpline at 1800-11-4000 or via their website at consumerhelpline.gov.in; or
(c) Any other consumer protection authority with jurisdiction over your complaint.

9. Changes to This Policy

9.1 We may amend this Policy from time to time. Any changes will be posted on this page with an updated "Last updated" date.

9.2 Material changes that adversely affect your refund rights will be communicated to you via email or through a prominent notice on the AcchaDoc Platform at least 30 days before they take effect.

9.3 Your continued use of the AcchaDoc Platform after the effective date of any changes constitutes your acceptance of the revised Policy.

9.4 Refund requests for services purchased before a policy change will be governed by the policy in effect at the time of purchase.

10. General Provisions

10.1 This Policy is governed by the laws of India.

10.2 Nothing in this Policy limits or excludes your rights under the Consumer Protection Act, 2019, the Indian Contract Act, 1872, or other applicable consumer protection laws.

10.3 If any provision of this Policy is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

10.4 This Policy should be read in conjunction with our Terms and Conditions. In the event of any conflict, the Terms and Conditions shall prevail.

10.5 We reserve the right to refuse refunds in cases of suspected fraud, abuse of our services, or violations of our Terms and Conditions.

Quick Reference: Refund Timeline

✓ Service not provided: Full refund within 7 business days
✓ Consultation cancelled 48+ hours before: Full refund
✓ Consultation cancelled 24-48 hours before: 50% refund
✓ Consultation cancelled less than 24 hours before: No refund
✓ Service completed successfully: Non-refundable
✓ Refund processing time: 5-10 business days (card) or 3-7 business days (UPI/net banking)

Refund and Cancellation Policy last updated March 25, 2026