Refund & Cancellation Policy
We believe in transparent pricing and fair refund practices. Here's everything you need to know about cancelling or requesting a refund.
At a Glance
Last updated: March 18, 2026 · Effective: March 18, 2026
This policy applies to all bookings on Altabeeb Healthcare. For help, contact support@tabeeb.co.in with your booking ID.
At Altabeeb Healthcare, we strive to provide a seamless and reliable healthcare experience. We understand that plans change, and we have designed this policy to be fair to both patients and the healthcare professionals on our platform.
This Refund & Cancellation Policy applies to all paid services on the Altabeeb platform, including online doctor consultations, lab test bookings, and any other chargeable services. By making a payment on our platform, you agree to the terms of this policy.
Our Commitment
We process all eligible refunds promptly and fairly. If you feel a refund is warranted in a situation not explicitly covered by this policy, please contact our support team — we review every case individually.
You may cancel a scheduled consultation through your account dashboard or by contacting our support team. The following rules apply:
2+ Hours Before
Full refund — no questions asked
< 2 Hours Before
No refund — doctor slot is reserved
No Show
No refund — appointment is forfeited
To cancel a consultation, go to My Appointments → Select Appointment → Cancel in your account, or contact support at support@tabeeb.co.in.
The table below summarises refund eligibility for all consultation-related scenarios. When in doubt, contact our support team.
| Scenario | Refund Amount | Processing Time | Eligible |
|---|---|---|---|
| Cancelled 2+ hours before | 100% Refund | 5–7 business days | |
| Cancelled < 2 hours before | No Refund | — | |
| Doctor unavailable | 100% Refund | 3–5 business days | |
| Technical failure (our side) | 100% Refund | 3–5 business days | |
| Technical failure (your side) | No Refund | — | |
| Missed appointment | No Refund | — | |
| Consultation completed | No Refund | — | |
| Partial consultation (doctor fault) | Partial / Full | 5–7 business days |
Partial consultation: If a consultation is interrupted due to a technical issue on our end and cannot be resumed within 10 minutes, you will receive a full or partial refund at our discretion after review.
Lab test refund eligibility depends on whether sample collection has already taken place. Once a sample is collected and sent to the laboratory, processing has begun and a refund cannot be issued.
Cancel anytime before the phlebotomist arrives or you submit your sample at the lab for a full refund.
Once the sample has been collected, testing has begun and the booking is non-refundable.
| Scenario | Refund | Timeline | Eligible |
|---|---|---|---|
| Cancelled before sample collection | 100% Refund | 5–7 business days | |
| Cancelled after sample collected | No Refund | — | |
| Lab unable to process sample | 100% Refund | 3–5 business days | |
| Home collection missed by phlebotomist | 100% Refund | 3–5 business days | |
| Wrong test booked by patient | Case-by-case | 7–10 business days |
Once a refund is approved, it is processed back to the original payment method used at the time of booking. The timeline depends on your bank or payment provider.
Request Received
Day 0You submit a cancellation or refund request via the app or support email.
Review & Approval
Day 1–2Our team reviews the request against this policy within 1–2 business days.
Refund Initiated
Day 2–3Approved refunds are initiated to your original payment method.
Amount Credited
Day 3–10Bank or wallet credits vary: UPI (1 day), cards (5–7 days), net banking (3–5 days).
UPI / Wallet
1–2 days
Debit Card
3–5 days
Credit Card
5–7 days
Net Banking
3–5 days
The following situations are explicitly non-refundable regardless of circumstances:
If you believe your situation warrants an exception, please contact our support team with your booking ID and a description of the issue. We review exceptional cases individually.
We understand that schedules change. As an alternative to cancellation, you may reschedule your consultation without any penalty, subject to the following:
- Free rescheduling: Allowed up to 2 hours before your scheduled consultation time.
- Rescheduling window: You may reschedule to any available slot within 30 days of the original booking date.
- Doctor availability: You can reschedule with the same doctor or choose a different available doctor.
- Late rescheduling: Rescheduling requests within 2 hours of the appointment are treated as cancellations and are non-refundable.
- Price difference: If you reschedule to a doctor with a higher fee, you will be charged the difference. Lower fees are not refunded.
To reschedule, visit My Appointments → Select Appointment → Reschedule, or contact support at least 2 hours before your scheduled time.
If you disagree with a refund decision, you may raise a dispute through the following escalation process:
Level 1 — Support Team
Contact our customer support within 7 days of the decision. We aim to resolve within 3 business days.
support@tabeeb.co.inLevel 2 — Grievance Officer
If unresolved at Level 1, escalate to our Grievance Officer. Resolution within 7 business days.
grievance@tabeeb.co.inLevel 3 — Razorpay Dispute
For payment-related disputes, you may also raise a chargeback with Razorpay or your bank.
razorpay.com/supportTo request a refund or cancellation, please contact us through any of the following channels. Include your booking ID, registered email address, and reason for the request.
Email Support
support@tabeeb.co.in
Response within 24 hours
Phone
+91-7006225524
Mon–Sat, 9 AM – 6 PM IST
Live Chat
In-app Chat
24/7 support
Include in your refund request:
- Your full name and registered email/phone
- Booking ID or transaction reference number
- Date and time of the consultation or lab test
- Reason for cancellation or refund request
- Any supporting screenshots if applicable
Still have questions?
Our support team is available 24/7 to help with cancellations and refund queries.
Related Policies
Other important legal documents governing your use of Altabeeb Healthcare.
Book with Confidence
Every booking on Altabeeb is protected by our fair refund policy. Your satisfaction is our priority.