1. Preamble

This Refund Policy (“Policy”) constitutes an integral component of the Terms and Conditions governing the operations of Medzly.com (“the Company”, “We”, “Us”, or “Our”), a digital facilitation entity operating as an intermediary platform between end-users (“User”, “Patient”, or “You”) and duly licensed medical practitioners (“Practitioners”). This Policy delineates the parameters under which claims for refunds, cancellations, or reversals of payment may be considered, denied, or processed. By accessing, utilizing, or transacting on the Platform, the User expressly acknowledges and consents to be irrevocably bound by this Policy in its entirety.

2. Nature and Irrevocability of Transactions

All transactions executed via Medzly.com—including but not limited to appointment bookings, consultation facilitation, and medicine delivery coordination—are deemed final, conclusive, and non-reversible once successfully initiated or confirmed by the User. The User hereby expressly waives any and all rights to claim, demand, or initiate any form of refund, chargeback, reversal, or restitution, whether through direct or third-party mechanisms.

For the avoidance of doubt, all fees remitted towards consultations, facilitation services, or ancillary support rendered via the Platform are strictly non-refundable, irrespective of circumstances including, but not limited to, dissatisfaction with the consultation outcome, practitioner unavailability, or perceived inefficacy of prescribed treatment.

3. Role of Medzly.com and Absence of Financial Liability

Medzly.com functions solely as a technological intermediary enabling Users to connect with Practitioners. The Company neither determines nor influences the quantum of consultation fees, nor does it hold custodial responsibility for the professional services rendered by Practitioners. Accordingly, the Company bears no financial, legal, or ethical liability for any monetary loss, claim, or grievance arising from the Practitioner–Patient interaction.

The Company’s financial obligations, if any, shall be limited exclusively to services demonstrably unrendered due to technical malfunction attributable solely to Medzly.com’s systems, and not due to external contingencies, third-party failures, or practitioner unavailability.

4. Consultation and Delivery-Specific Non-Refundability

(a) Consultation Services: Once an appointment has been scheduled or consultation completed, the transaction shall be irrevocable. Failure to attend or respond to a consultation, whether telephonic, digital, or physical, shall not entitle the User to any refund or rescheduling credit.

(b) Medicine Delivery: All medicine dispatches coordinated through Practitioners are undertaken under their exclusive professional supervision. As such, Medzly.com bears no liability for delivery delays, non-receipt, or quality disputes. No refund, credit, or replacement shall be issued for medicines once dispatched or handed over to the User.

(c) Prescription Disputes: Dissatisfaction with prescribed formulations, dosage, or medical outcomes shall not constitute a valid basis for refund or compensation.

5. Exceptional Circumstances (If Any)

While the general policy prohibits all refunds, Medzly.com may, at its sole and absolute discretion, evaluate cases where:

(i) The payment was erroneously processed more than once for the same service due to a verifiable technical glitch on the Platform;

(ii) The consultation could not be conducted owing to demonstrable technical failure directly attributable to Medzly.com systems, with sufficient documentary evidence provided by the User; or

(iii) A transaction was conclusively proven to be fraudulent, unauthorized, or conducted without the User’s consent, and verified by the Company’s compliance division.

In such cases, the Company reserves the right to determine the mode and timeline of redressal, which may include issuance of service credit, rebooking, or limited refund after due verification. The User acknowledges that such redress shall not constitute an admission of liability or precedent for future claims.

6. Exclusions and Non-Applicability

The following scenarios shall not qualify for refunds under any condition:

(a) Changes in personal preference, medical opinion, or consultation outcome;

(b) Prescription dissatisfaction or disagreement with practitioner’s medical advice;

(c) Delays or rescheduling of appointments beyond the Company’s control;

(d) Delay or non-delivery of medicines caused by courier, logistics partner, or practitioner scheduling;

(e) Technical interruptions, including internet issues, device malfunction, or network unavailability on the User’s end;

(f) Any indirect, consequential, or incidental damages arising from use of the Platform.

7. Payment Gateway and Transaction Failures

In the event of payment failures or erroneous deductions arising from banking or third-party payment systems, the User shall directly liaise with the concerned payment gateway, financial institution, or card issuer. Medzly.com disclaims all responsibility for delays, reversals, or losses occurring due to such external intermediaries.

Where Medzly.com receives the funds despite transaction failure confirmation, the Company shall, after verification, process corrective action solely in accordance with applicable banking timelines and procedural formalities.

8. User’s Affirmation and Acknowledgment

By initiating any transaction or appointment through Medzly.com, the User expressly affirms that:

(a) They have reviewed and accepted this Refund Policy in its entirety;

(b) They are fully aware that all services are rendered on a non-refundable, non-transferable, and non-claimable basis;

(c) They shall not institute any legal, administrative, or financial claim against the Company in relation to non-refundability of payments or dissatisfaction arising from consultation, treatment, or medicine delivery.

9. Indemnity and Limitation of Liability

The User agrees to fully indemnify and hold harmless Medzly.com, its directors, officers, affiliates, contractors, and employees against any claims, damages, costs, or liabilities arising from or related to refund demands, payment disputes, or transaction reversals. The Company’s total liability, if any, whether in contract, tort, or otherwise, shall in no event exceed the monetary value of the disputed transaction and shall not extend to any consequential or punitive damages.

10. Amendment, Jurisdiction, and Finality

Medzly.com reserves the unilateral right to modify, amend, or revoke this Policy at any time without prior notice. The updated version shall be published on the Platform and deemed effective immediately upon publication. Continued usage of the Platform after such modification shall constitute binding acceptance.

This Policy shall be governed by and construed in accordance with the laws of the Republic of India. All disputes, controversies, or claims arising under or in connection with this Policy shall be subject exclusively to the jurisdiction of competent courts situated in India.

11. Final Declaration

Under no circumstance shall Medzly.com entertain or process refund requests beyond the scope explicitly described herein. The User’s engagement with the Platform shall be deemed an unequivocal waiver of all refund-related rights and remedies. The Company’s determination on all refund matters shall be final, binding, and conclusive.