Payment, Cancellation & Refund Policy

Medli Healthcare Platform — Operated by Sectirmeld

1. Introduction

This Payment, Cancellation & Refund Policy ("Policy") forms an integral part of the Terms of Service and governs all payments, cancellations, refunds, and related financial transactions undertaken on the Medli platform, including its website, mobile application, and associated services (collectively, the "Platform"), operated by Sectirmeld ("Company", "we", "us", or "our").

By initiating or completing any transaction on the Platform, you ("User", "you", or "your") expressly agree to be bound by this Policy.

2. Scope of Services

2.1 The Platform is a technology-based intermediary that facilitates bookings and payments in relation to:

• Doctor consultations (online and offline);
• Hospital services;
• Diagnostic and laboratory services;
• Doctor-at-home services;
• Healthcare escort services (as and when made available).

2.2 The Company does not provide medical or healthcare services and acts solely as an intermediary facilitating transactions between Users and independent third-party service providers ("Service Providers").

3. Payment Terms

3.1 Upfront Payment Requirement

All services available on the Platform are offered on a prepaid basis unless expressly stated otherwise. Users are required to make full payment at the time of booking.

3.2 Fee Components

The total amount payable by the User may comprise, without limitation:

• Consultation fee or service fee charged by the Service Provider;
• Platform convenience fee or service fee charged by the Company;
• Applicable taxes, levies, and statutory charges.

3.3 Pricing Transparency

The Platform endeavours to display a clear and itemized breakdown of charges prior to payment. By proceeding with payment, the User confirms acceptance of such charges.

3.4 No Price Guarantee

Prices for services may vary based on factors including, but not limited to, location, service type, time of booking, and Service Provider discretion. The Company does not guarantee uniform pricing across the Platform.

4. Payment Processing

4.1 Third-Party Payment Gateways

All payments are processed through authorized third-party payment service providers. The Company does not store or process payment card details directly.

4.2 Authorization and Confirmation

Upon successful payment authorization, a booking confirmation shall be generated. In the event of payment failure, the booking shall not be confirmed.

4.3 Intermediary Role

The Company acts solely as a facilitator of payments and may temporarily hold funds for the limited purpose of settlement with the relevant Service Provider.

4.4 Payment Failures

The Company shall not be liable for any delay, failure, or error in payment processing arising from:

• Banking system failures;
• Payment gateway disruptions;
• Network or technical issues beyond the Company's control.

5. Cancellation Policy

5.1 User-Initiated Cancellation

Users may cancel a booking subject to the following conditions:

• Cancellations made within the permitted time window (as specified on the Platform at the time of booking) may be eligible for a full or partial refund;
• Cancellations made after such permitted window, or after the scheduled service time, may not be eligible for any refund.

5.2 Service Provider Cancellation

In the event a Service Provider cancels a confirmed booking:

• The User shall be entitled to a full refund of the amount paid; or
• The User may opt to reschedule, subject to availability.

5.3 Platform-Initiated Cancellation

The Company reserves the right to cancel any booking due to technical errors, suspected fraudulent activity, or operational constraints. In such cases, a full refund shall be processed.

6. No-Show Policy

6.1 In the event a User fails to attend a scheduled appointment (online or offline) without prior cancellation:

• The booking shall be treated as a "no-show"; and
• No refund shall be payable.

6.2 The determination of a no-show shall be made based on system records and/or confirmation from the Service Provider.

7. Refund Policy

7.1 Eligibility

Refunds shall be processed only in the following circumstances:

• Eligible cancellations in accordance with Clause 5;
• Service Provider cancellations;
• Failed or unsuccessful transactions;
• Duplicate payments;
• Exceptional circumstances, at the sole discretion of the Company.

7.2 Refund Method

All refunds shall, wherever possible, be processed to the original payment method used at the time of transaction.

7.3 Processing Timelines

Refunds shall typically be processed within 5–10 business days, subject to:

• Verification of the request;
• Processing timelines of banks and payment gateways.

The Company shall not be responsible for delays caused by financial institutions.

7.4 Deductions

The Company reserves the right to deduct applicable charges, including but not limited to:

• Payment gateway charges;
• Platform fees (where non-refundable);
• Cancellation charges as disclosed at the time of booking.

Quick Reference — Refund Timeline:

Scenario	Refund Amount	Processing Time
Cancelled within permitted window	Full / Partial	5–10 business days
Service Provider cancelled	Full Refund	5–10 business days
Platform-initiated cancellation	Full Refund	5–10 business days
Failed transaction (debited)	Full Reversal	As per payment provider
Duplicate payment	Full Refund	After verification
Late cancellation / No-show	No Refund	—

8. Failed and Disputed Transactions

8.1 Failed Transactions

In the event of a failed transaction where funds are debited but no booking is confirmed:

The amount shall be automatically reversed within the timelines prescribed by the payment provider.

8.2 Duplicate Payments

Users are advised to verify payment status before retrying. Duplicate payments, if identified, shall be refunded after due verification.

8.3 Chargebacks

Users agree not to initiate chargebacks without first contacting the Platform's support team. The Company reserves the right to suspend accounts in cases of fraudulent or abusive chargeback requests.

9. Taxes

All applicable taxes, including Goods and Services Tax (GST), shall be charged in accordance with prevailing laws and shall be clearly indicated at the time of payment.

10. Modification of Policy

The Company reserves the right to amend, modify, or update this Policy at any time. Such changes shall be effective upon publication on the Platform. Continued use of the Platform following such updates constitutes acceptance of the revised Policy.

11. Limitation of Liability

To the fullest extent permitted under applicable law, the Company shall not be liable for:

• Any indirect, incidental, or consequential damages arising from payment transactions;
• Errors attributable to third-party payment processors;
• Delays in refunds caused by banking or financial systems;
• Disputes between Users and Service Providers regarding service quality or delivery.

12. Contact

For any payment-related queries or grievances, Users may contact: