Refund & returns policy

Last updated: 26 May 2026

This policy explains when ZIVOLABS will refund you, when it won't, and how to raise a billing dispute. It supplements the Terms of Service and applies to consultation fees, subscription charges, and medication orders.

1. Consultation fees

Full refund within 24 hours of booking, provided the consultation has not yet started and the slot is at least 6 hours in the future.
No refund if you cancel within 6 hours of the scheduled start time or do not show up — the doctor's time has been reserved for you.
Full refund or free rebooking if the consultation does not happen due to a technical failure on our side (video room unavailable, payment double-charged, etc.).
No refund if the doctor declines to prescribe on clinical grounds, or recommends an in-person visit. The consult fee covers the doctor's time reviewing your case, regardless of the outcome.

2. Subscription charges

Subscription is billed in advance for each 30-day cycle on the renewal date.
You can pause, skip the next refill, or cancel at any time from your subscription page. Changes take effect from the next cycle.
No partial refund for the current paid cycle once it has begun — you keep access to the doctor, refill rights, and the medication already dispatched.
If you are charged after cancelling and before the next cycle should have started, contact us within 7 days — we will reverse the charge.

3. Medication orders

Medication is a regulated product. For safety and regulatory compliance, we cannot accept returns of dispensed medication unless the product is faulty.

Damaged or temperature-compromised on arrival: Inspect your package on receipt. If the cold-chain is broken (warm ice pack, visible damage, leakage), refuse delivery or report it within 24 hours of receipt with photos. We will redispatch at no cost.
Wrong drug or wrong dose dispatched: Notify support within 48 hours. We will redispatch at no cost and refund the original order in full.
Lost in transit: If the courier confirms loss, we will redispatch at no cost.
Failed delivery (you weren't home, address was wrong): The pharmacy will attempt twice. After the second failed attempt, the package returns to the pharmacy and we may charge a redispatch fee equal to the actual courier cost (typically ₹150–₹300).
You changed your mind after dispatch: No refund. Medication once dispatched cannot be returned to inventory.
Doctor stops your prescription mid-cycle: Already-dispatched medication is yours to keep; the unused portion of the subscription is refunded on a pro-rata basis.

4. How refunds are processed

Approved refunds are issued to the original payment method through Razorpay.
Card refunds typically take 5–7 working days to appear on your statement. UPI and net-banking refunds typically take 2–4 working days.
We do not issue cash refunds or store credit unless you specifically request it.

5. How to raise a refund or billing dispute

Email support@zivolabs.org with your order ID, the reason, and supporting evidence (photos for damage, screenshots for billing).
We acknowledge within 24 hours and aim to resolve within 5 working days.
If you're not satisfied with the resolution, escalate to our Grievance Officer — we will respond within 48 hours and conclude the matter within 30 days.
You may also raise a payment-related dispute directly with Razorpay through your bank or card issuer.

6. Chargebacks

Please contact us before initiating a chargeback through your bank. Unjustified chargebacks may lead to suspension of your account pending investigation.

7. Contact

General refund queries: support@zivolabs.org
Grievance Officer: grievance@zivolabs.org