Simple terms for appointments and refunds
Effective and last updated: 11 August 2026
An audio consultation costs ₹1,000. A video consultation with a doctor costs ₹2,000. The fee reserves professional consultation time and does not include medicines, tests, delivery, procedures, or outside specialist fees.
Your consultation format, scheduled window, payment status, and official joining method should be confirmed through the Santham Wellness care line.
You may request one reschedule without an additional consultation fee when you contact the care team at least six hours before the scheduled appointment. The new time is subject to availability.
Requests made within six hours will be considered fairly, but a free reschedule cannot be promised because the clinician’s time may already have been reserved.
A full consultation-fee refund is available when Santham Wellness cancels and cannot offer a suitable alternative, when the payment is duplicated, or when a verified service failure prevents the consultation and a reschedule is not acceptable to you.
A completed consultation is not refundable. A missed appointment, refusal to participate after the clinician joins, or inability to continue because of an undisclosed eligibility or conduct issue is generally not refundable. Exceptional circumstances may be reviewed individually.
If video quality prevents a meaningful consultation, the clinician may continue by audio with your agreement. Where the format changes from paid video to audio, the care team will arrange an appropriate fee adjustment or alternative video appointment.
If a call is interrupted, keep your phone available while the team attempts to reconnect. A short interruption does not automatically make the entire consultation refundable.
Send refund or rescheduling requests to +91 98998 93388 with the booking name, appointment date, payment reference, and a brief reason. Do not include unnecessary clinical information.
Approved refunds are initiated to the original payment method. Banks and payment providers may require approximately five to seven business days after initiation to show the credit. Santham Wellness cannot control external processing time.
Medicines, laboratory services, delivery, and third-party services have separate fulfilment and refund conditions. The consultation-fee policy does not automatically apply to those purchases.
Nothing in this policy limits rights that apply under mandatory consumer law.