Refund & Cancellation Policy

DR20 TRUST has not yet finalised its cancellation time limits and refund amounts. They will be published on this page, and shown in the app before you pay, before bookings open. The rules that apply to a booking are the ones shown when you made it.

• You pay DR20 TRUST directly. The Trust bills patients for its services and takes no commission from doctors or staff.
• You pay before the service is provided. Shifts are paid in full when you book.
• You can pay online in the app with UPI or a card through our payment gateway, with a UPI QR code at the branch or at home, or in cash.
• The full price is shown before you pay. There is no extra platform or convenience fee.
• DR20 TRUST gives you a receipt for every payment.
• Partner clinics are paid directly at the clinic, and labs bill you directly for tests. Refunds of those payments are handled by the clinic or lab.

• You will be able to cancel an upcoming booking in the app, or through your branch.
• How much is refunded will depend on the service and on how long before the start time you cancel. The Trust is finalising these limits.
• If the Trust cancels your booking, or cannot provide the service and no replacement is arranged, the Trust intends to refund the full amount paid for that service.

• After each home visit or shift, you are asked to confirm it. Instead of confirming, you can raise a complaint within 48 hours.
• The branch and the Trust review the complaint, decide on a refund, a replacement visit or another fair outcome, and tell you the reason.
• Every refund is approved by the Trust.

• Online payments are refunded to the original payment method: the same UPI account or card.
• How cash and UPI QR payments are refunded will be set out in the final policy.
• The Trust starts an approved refund promptly. Banks and payment providers usually take 5 to 7 working days to credit it.
• If money leaves your account but your booking is not confirmed, for example because the payment timed out, it is refunded automatically or reversed by your bank.
• If you are charged twice for the same booking, the extra payment is refunded.

Raise a complaint in the app’s support section, or contact our Grievance Officer. Every complaint gets a ticket number so that you can follow it. We acknowledge complaints within 24 hours and aim to resolve them within 7 days.

• Grievance Officer