This Cancellation Policy applies to all bookings and orders made on the Neolife Wellness Center platform. Please review this policy before booking any service.
1 Appointment Cancellations
We understand that plans change. Our cancellation policy is designed to be fair to both patients and doctors while ensuring quality care for all.
Appointments can be cancelled at no charge if cancelled at least 4 hours before the scheduled time.
Cancellations must be initiated through your Patient Dashboard, the My Requests section, or by contacting support.
Cancellations are effective only upon confirmation — you will receive an SMS/email confirmation.
Rescheduling (instead of cancellation) is available up to 2 hours before the appointment at no charge.
2 Cancellation Window & Timeline
Notice Given
Consultation Fee
Refund
More than 24 hours
No charge
Full refund
4 to 24 hours
No charge
Full refund
1 to 4 hours
50% service charge retained
50% refund
Less than 1 hour / No-show
Full fee retained
No refund
3 Late Cancellations
If an appointment is cancelled within 4 hours of the scheduled slot:
If cancelled between 1-4 hours before: 50% of the consultation fee is retained as a service charge.
If cancelled within 1 hour of the appointment: The full consultation fee is non-refundable.
The retained fee compensates for the doctor's time reservation and platform coordination costs.
Late cancellation charges apply even if rescheduled to a different date/time.
4 No-Show Policy
If you fail to attend a scheduled appointment without prior cancellation, it will be marked as a No-Show.
The full consultation fee is non-refundable for no-shows.
Three no-shows within a 6-month period may result in a temporary restriction on priority booking.
Five or more no-shows may result in account review and potential service suspension.
In genuine emergencies, contact us within 24 hours with supporting documentation; we will review on a case-by-case basis.
5 Doctor-Initiated Cancellations
In rare circumstances, a doctor may need to cancel or reschedule your appointment. In such cases:
You will receive advance notification via SMS and email as early as possible.
A full refund will be processed automatically within 3-5 business days.
An alternative appointment slot will be offered at your convenience.
Repeated doctor-initiated cancellations are treated as a service failure; contact support for escalation.
6 Medicine Order Cancellations
Before Dispatch: Orders cancelled before dispatch are fully refunded. Cancel via My Orders in your dashboard or contact support.
After Dispatch: Once an order is dispatched, cancellation is not possible. Please refer to our Return & Refund Policy.
Prescription Orders: Orders requiring prescriptions that are not submitted or validated within 12 hours of ordering will be automatically cancelled and refunded.
Out of Stock: If any ordered item becomes unavailable after payment, it will be removed and the amount refunded automatically.
7 Subscription & Package Cancellations
Wellness packages and subscription plans may be cancelled at any time from your account settings.
For monthly subscriptions cancelled mid-cycle: access continues until the end of the current billing period; no pro-rated refund for the current period.
Annual subscriptions cancelled within 7 days of purchase: full refund if no sessions have been used.
Annual subscriptions cancelled after 7 days: pro-rated refund based on unused sessions/months minus processing fees.
8 How to Cancel
You can cancel through any of the following methods:
Patient Dashboard: Go to My Requests → Select Appointment → Cancel
My Orders: Go to Orders → Select Order → Cancel Order (before dispatch)
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