Cancellation and Refund Policy
Platform: Easy Second Opinion
Jurisdiction: Republic of India
Applicability: All Domestic and Cross-Border (International) Users
Effective Date: 19/09/2026
1.	Legal Premise and Nature of Medical Services
By booking an appointment or uploading a medical dossier on Easy Second Opinion ("Company", "Platform", "we", "us"), the User ("Patient", "You") expressly acknowledges that medical second opinions constitute intellectual, analytical, and professional clinical evaluations.
Because medical assessments require significant non-recoverable time commitments from Registered Medical Practitioners (RMPs), cancellations and refunds are strictly governed by this Policy. Under no circumstances will refunds be issued on the basis of a User’s subjective disagreement with the clinical assessment, dissatisfaction with the diagnosis, or the refusal of an RMP to prescribe controlled substances.

2. Patient-Initiated Cancellations
Pre-Assignment Stage (100% Refund): If the cancellation is formally registered via the Platform dashboard or via email before a Medical Case Manager has assigned the dossier to an RMP, the User is entitled to a full refund (100%) of the Consultation and Platform fees, less the non-recoverable payment gateway transaction levy.
Post-Assignment / Pre-Delivery Stage (50% Refund): Where an RMP has been assigned, verified the file, and commenced clinical review, but the final written report has not been signed or the live teleconsultation has not begun, fifty percent (50%) of the total fees shall be refunded. The remaining 50% shall be retained to cover administrative case management and professional RMP review time.
Live Video/Audio Rescheduling & Late Cancellations:
Consultations may be rescheduled free of charge up to two (2) hours before the scheduled appointment time. Up to two (2) complimentary reschedules are permitted per booking.
Cancellations initiated less than twenty-four (24) hours prior to a confirmed live video/audio consultation slot, or failure to join the consultation within fifteen (15) minutes of the scheduled time ("No-Show"), are strictly non-refundable.
Post-Delivery Stage (Zero Refund): Once a final written Second Opinion Report has been generated and uploaded to the User dashboard, or once a live teleconsultation has concluded, the service is deemed fully rendered. No refunds, partial or complete, shall be granted.

2.1 Platform- or Physician-Initiated Cancellations
Consultant Unavailability: If an assigned RMP becomes unavailable due to an emergency or unforeseen clinical commitments, the Platform will notify the User and offer an immediate alternative specialist or a rescheduled slot. If the alternative is unacceptable to the User, a 100% full refund will be executed immediately.
Clinical Ineligibility / Safety Bar: If an RMP, upon reviewing the initial patient uploads, determines that the medical condition presents an acute emergency, requires tactile/physical palpation, or is otherwise medically unsuitable for remote evaluation under the NMC Telemedicine Practice Guidelines, the consultation will be terminated for patient safety, and a 100% full refund will be issued.

3. Incomplete Documentation and Case Dormancy Policy
A second opinion cannot be delivered without adequate clinical documentation.
14-Day Upload Window: The User must upload all necessary clinical notes, lab investigations, pathology slides, and imaging files within fourteen (14) calendar days of payment.
Dormancy and Closure: Cases lacking requisite documentation after fourteen (14) days will be placed in "Dormant Status." If the User fails to provide the requested records within thirty (30) calendar days of the initial transaction, the case will be automatically closed. The User may request a 70% refund; thirty percent (30%) will be permanently retained as an administrative dormancy and file-handling fee.
Provisional Opinions: If an RMP requests specific supplemental records and the User refuses or fails to produce them, the RMP reserves the right to issue a "Provisional Second Opinion" based solely on available data, noting the clinical limitations. Once a Provisional Opinion is issued, the service is legally complete, and no refund will be considered.

4. Cross-Border Transactions, Forex, and Banking Deductions
Currency Base: All refunds are issued in the currency in which the transaction was originally settled. The Platform is not responsible for any variance in the final amount credited to the User's foreign bank account resulting from currency exchange fluctuations between the date of payment and the date of refund.
Gateway Transaction Fees: International credit card processors (e.g., Stripe, PayPal) charge non-refundable processing fees (typically 2.9% to 4.5% + fixed overheads). For all patient-initiated cancellations, this transaction cost is non-recoverable and will be deducted from the total refund amount.

5. Prevention of Chargeback Fraud and Misuse
The User agrees that initiating an administrative chargeback or payment reversal through their credit card company or banking institution without prior written engagement with our Grievance Redressal mechanism constitutes a material breach of contract.
Evidence Submission: In the event of a chargeback dispute following the delivery of a Second Opinion Report or the completion of a teleconsultation, the Platform will submit digital audit trails—including IP access logs, file download receipts, video call connection timestamps, and acceptance of this Policy—to the acquiring bank.
Recovery of Costs: The Platform reserves the right to recover any dispute processing fees, legal expenses, and administrative costs incurred in successfully defending against bad-faith chargebacks.

6. Refund Initiation, Timelines, and Mode of Remittance
Method of Request: Refund requests must be initiated via the "Request Cancellation" button on the user dashboard or submitted formally in writing to billing@easysecondopinion.com referencing the unique Consultation ID.
Original Payment Source: In compliance with Reserve Bank of India anti-money laundering (AML) and Know Your Customer (KYC) regulations, refunds will be remitted exclusively to the original payment method (credit card, debit card, bank account, or wallet) utilized at checkout. Cash refunds or transfers to third-party alternative accounts are strictly prohibited.
Settlement Timelines: Once authorized, refunds are processed internally within seven (7) to ten (10) business days. The actual reflection of funds in the User’s account is governed by banking clearing networks (e.g., NEFT, SWIFT, Visa/Mastercard settlement cycles) and typically takes an additional three (3) to twenty-one (21) business days for international banks.
NEFT Fallback: If an online refund fails due to technical gateway constraints, the User must provide verified bank details (Account Holder Name, Bank Account Number, and IFSC/SWIFT code matching the registered patient/payer profile) to facilitate direct transfer.
Six-Month Limitation Bar: No claim for a refund will be entertained after the lapse of six (6) calendar months from the initial transaction date.