Cancellation and Refunds Policy

Last Updated: August 21, 2025

Our goal at Medifia is to build a reliable, professional, and trustworthy ecosystem for dental professionals across India. We understand that plans can change, and this policy is designed to be fair to both the Practitioners who book clinic slots and the Hosts who make their valuable spaces available.

This policy outlines the process and conditions for cancellations and refunds for all bookings made through the medifia.com platform.

1. Definitions

• Practitioner: The dental professional who books a clinic slot.
• Host: The clinic owner who lists their clinic space on the platform.
• Booking: A confirmed reservation of a clinic slot for a specific date and time.
• Total Booking Fee: The total amount paid by the Practitioner for a booking.
• Booking Start Time: The scheduled start time and date of a booking in the Indian Standard Time (IST) zone.

2. Policy for Cancellations by Practitioners (Dentists)

Practitioners can cancel their bookings directly from their Medifia dashboard. The refund amount is determined by how far in advance the cancellation is made relative to the Booking Start Time.

• Full Refund: For cancellations made more than 72 hours before the Booking Start Time.
  • You will receive a 100% refund of the Total Booking Fee.
• Partial Refund: For cancellations made between 24 and 72 hours before the Booking Start Time.
  • You will receive a 50% refund of the Total Booking Fee.
  • Why? Cancellations within this window make it difficult for the Host to find a replacement booking. This policy helps compensate the Host for the potential loss of income. The remaining 50% is paid to the Host.
• No Refund: For cancellations made less than 24 hours before the Booking Start Time.
  • No refund will be issued.
  • Cancellations this close to the booking time make it nearly impossible for the Host to re-book their slot.

Example:

• Booking: Saturday, 3:00 PM – 6:00 PM
• Cancel before Wednesday, 3:00 PM: 100% Refund
• Cancel between Wednesday, 3:01 PM and Friday, 2:59 PM: 50% Refund
• Cancel after Friday, 3:00 PM: No Refund

3. Policy for Cancellations by Hosts (Clinic Owners)

We strongly discourage Hosts from cancelling confirmed bookings as Practitioners rely on these reservations for their professional practice and patient commitments.

• If a Host cancels a confirmed booking at any time:
  1. The Practitioner will receive a 100% full refund of the Total Booking Fee immediately.
  2. An automated review will be posted on the Host’s clinic profile indicating that a booking was cancelled.
  3. Penalties may apply to the Host, which can include a temporary suspension of their listing or a reduction in their search ranking visibility.
  4. Repeated cancellations by a Host may result in the permanent removal of their account from the Medifia platform.

4. Cancellations by Medifia

Medifia reserves the right to cancel any booking in the event of unforeseen circumstances, platform emergencies, or violations of our Terms of Service. In such rare cases, a full refund will be issued to the Practitioner, and no penalties will be applied to the Host.

5. The Refund Process

• All applicable refunds will be processed automatically upon cancellation.
• Refunds will be credited back to the original mode of payment (credit card, debit card, net banking, UPI, etc.).
• Please allow 5-7 business days for the refund amount to reflect in your account, depending on your bank’s processing time. All refunds will be processed in Indian Rupees (₹).

6. Extenuating Circumstances Policy

We understand that genuine emergencies can occur. If you need to cancel a booking due to an unforeseen, documented emergency, you may be eligible for a full refund or waiver of cancellation penalties, even outside the standard policy terms.

• Covered Circumstances:
  • Serious personal illness or medical emergency.
  • Death of a close family member.
  • Government-mandated lockdowns or restrictions affecting travel or clinic operations.
  • Natural disasters in the area.
• Process: To request a waiver under this policy, please contact our support team at support@medifia.com within 48 hours of the cancellation, providing relevant supporting documentation (e.g., doctor’s note, government circular). Medifia will review each case and make a determination at its sole discretion.

7. Policy Changes

Medifia reserves the right to modify this Cancellation and Refunds Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. We will notify our users of any significant changes.

8. Contact Us

If you have any questions or need to discuss a cancellation, please don’t hesitate to contact our support team through your Medifia dashboard or by emailing us at support@medifia.com.