Last updated: May 27, 2026
This Refunds and Cancellation Policy explains how BookLine Life ("BookLine") handles cancellations and refunds for online bookings made through the WhatsApp platform.
For online bookings, BookLine collects a booking advance on behalf of the clinic, plus a small service fee paid by the patient, plus the payment gateway charge. The doctor's remaining consultation fee, if any, is paid by the patient directly to the doctor at the clinic and is not processed by BookLine. This policy applies only to amounts BookLine actually collects.
A patient may cancel a booking using the WhatsApp cancel command at any time before the payment is confirmed. Once payment is confirmed and the appointment is created in the clinic's queue, the patient cannot self-cancel through the platform.
• No-Show: If a patient fails to arrive at the clinic when their appointment is called, the booking is treated as completed and the amount is not eligible for an automatic refund. Any post-facto refund request must be discussed directly with the clinic.
• Reschedule or other exceptions: Rescheduling, partial refunds, or other accommodations must be handled directly between the patient and the clinic. BookLine will support the clinic with the technical refund processing if the clinic authorizes it.
If a clinic or doctor cancels a pre-booked appointment for any reason (doctor unavailable, clinic closed, scheduling change):
• BookLine's automated system sends a cancellation notification to the patient's WhatsApp number.
• A 100% refund is initiated of the entire amount the patient paid — the booking advance, the BookLine service fee, and the payment gateway charge. BookLine relinquishes its service fee in full for clinic-initiated cancellations.
• Refunds are initiated immediately through Razorpay and reach the patient's original payment method within the processing windows described in Section 4.
• Refunds are eligible only for bookings that have not yet been settled to the clinic. If a booking has already been settled, BookLine will work with the clinic to recover the settled amount before issuing the refund.
Refunds are processed through Razorpay. The time taken for the refund to reflect in the patient's account depends on the original payment method:
• UPI: usually within 24 to 48 hours.
• Credit / Debit Cards: typically 5 to 7 business days.
• Net Banking: typically 5 to 7 business days.
BookLine does not control the exact processing time of downstream banking systems. If a refund has not arrived after the windows above, please contact us.
In rare cases, a refund may fail (e.g., the patient's account has been closed, or the payment instrument is no longer valid). In such cases, BookLine will attempt to contact the patient via WhatsApp to collect alternate payout details and re-issue the refund manually within 7 business days of being notified.
BookLine charges a small service fee to the patient on each online booking. This fee is shown transparently on the WhatsApp payment screen along with the gateway charge. The service fee is:
• Fully refunded when the clinic cancels an appointment.
• Non-refundable when the patient completes the appointment, or when the patient is a no-show, since the technology service has been rendered.
• Never deducted from the amount that settles to the clinic — the clinic receives the full booking advance the patient has paid.
BookLine's appointment numbers are positional estimates and may drift depending on how long the doctor spends with each patient. Refund requests based solely on wait time at the clinic are not automatically eligible and will be reviewed jointly with the clinic's administration.
Walk-ins added by clinic staff at the desk are not processed through BookLine's payment system. Any cash or direct UPI payment made at the clinic is between the patient and the clinic; BookLine has no money flow involvement and cannot process refunds for those amounts.
For medicine orders placed through the platform, refunds are issued only if the partner pharmacy cannot fulfill the prescription, or if the order is cancelled prior to dispatch. Once medicines are dispatched or successfully delivered, all sales are final. We do not accept returns or exchanges for medicines under any circumstances.
For Cash on Delivery (COD) orders, refusal to accept the delivery at the doorstep (RTO) does not involve a refund as no payment was made. However, such refusals will result in the suspension of future COD privileges on the platform until an unlocking fee is paid.
For refund disputes, delays, or questions, contact BookLine at booklinesupport@gmail.com. Please include your WhatsApp number, the clinic name, and the date of the appointment. We aim to respond within 3 business days.