1. Overview
This policy explains when you can cancel a medicine order or doctor consultation on WellRoot, and when a refund may be issued. It should be read with our Terms of Service.
2. Medicine orders
- You may cancel an order before it is packed or handed to the delivery partner.
- Once packing or dispatch has started, cancellation may not be possible.
- If an item is unavailable, incorrectly billed, or cancelled by WellRoot, we will refund the paid amount for that item.
- Prescription medicines that fail verification may be cancelled and refunded.
3. Doctor consultations
- You may cancel or reschedule a consultation before the slot starts, subject to the doctor's availability rules shown at booking.
- No-shows or cancellations after the slot has begun are generally not refundable.
- If a doctor is unable to attend, we will help you reschedule or refund the consultation fee.
4. Refund timelines
Approved refunds are returned to the original payment method where possible. Bank or payment-partner processing can take additional working days after WellRoot initiates the refund.