Last updated: 27 July 2026
This policy explains when an appointment may be cancelled or rescheduled, when a refund is available, and how a refund is processed. It applies to all fees paid to Vitalis Health, Lifestyle Disease and Longevity Clinic, whether paid through this website or through any other payment channel operated by us. It forms part of our Terms and Conditions.
We have set out our position plainly rather than in general language, so that you know before you pay exactly what applies.
When you pay an assessment or consultation fee, you are reserving a specific appointment slot with a physician, together with the clinical time required to review your submitted information before the appointment and to prepare your assessment or care plan after it. That time is committed to you and cannot be reallocated at short notice.
Payment alone does not confirm an appointment. Your appointment is confirmed only when we send you a confirmation. If we are unable to confirm the slot you have requested, we will offer you an alternative slot or refund the amount in full.
You may reschedule your appointment once, free of charge, provided you inform us at least twenty four hours before the scheduled time and a suitable alternative slot is available. Rescheduling requests may be made by telephone or by email to info@vitalishealth.in.
Requests to reschedule made with less than twenty four hours notice will be accommodated wherever we reasonably can, but we cannot guarantee it.
The position depends on how much notice you give.
Once a consultation has been conducted, the fee is not refundable under any circumstances. The service has been delivered at that point, and dissatisfaction with the clinical opinion given, or with the fact that a particular diagnosis or treatment was not offered, is not a ground for refund. If you are unhappy with any aspect of your consultation, please raise it with us and we will look into it.
If you do not attend a scheduled in person appointment, or do not join a scheduled video consultation within fifteen minutes of the appointment time, and you have not informed us in advance, the appointment will be treated as a missed appointment. No refund is payable for a missed appointment.
Where a video consultation cannot proceed because of a failure of your device, your internet connection or your surroundings, and the physician has waited for the period stated above, the appointment is treated as a missed appointment. We will, however, always try to offer a fresh slot as a matter of goodwill where the circumstances warrant it.
A full refund is issued where an appointment is cancelled on account of the clinic. This includes the unavailability of the physician, a clinical emergency at our end, a technical failure on our side, or any other circumstance attributable to us.
In these cases you may choose either a rescheduled appointment at a time convenient to you at no additional cost, or a full refund of the amount paid. No deduction of any kind is made from a refund issued under this clause. Please tell us which you prefer.
Where you have enrolled in a structured programme or a multi session package, the following applies.
Diagnostic investigations are carried out by an independent third party laboratory. This policy does not apply to laboratory charges.
Any request for a refund, a repeat test or an adjustment in respect of a diagnostic investigation is governed by the policy of the laboratory concerned. Where a sample has been collected or a test has been processed, the associated charge is not refundable by us in any circumstance, since it has been incurred with the laboratory on your behalf.
If an amount is debited from your account but the booking does not complete, or if you are debited more than once for the same booking, the excess or unsuccessful amount will be refunded in full with no deduction. In many such cases the amount is reversed automatically by the payment gateway or your bank within a few working days. If it has not been reversed, please write to us with the transaction details and we will take it up on your behalf.
Send an email to info@vitalishealth.in with the subject line “Refund request”, including the following details.
A refund request should be made within seven days of the appointment date. We will acknowledge your request within two working days and inform you of our decision within seven working days.
An approved refund is credited to the original payment method used for the transaction. We do not issue refunds in cash or to a different account, except where the original method is no longer available, in which case we will agree an alternative with you in writing.
Once approved, a refund is initiated within seven working days. The time taken for the amount to appear in your account thereafter depends on your bank or card issuer and is typically a further five to seven working days. We are not able to control or expedite that part of the process.
Except where the cancellation is on account of the clinic, a refund is made net of any payment gateway charge that is not recoverable by us.
For any question about this policy, please write to info@vitalishealth.in or call us on +91 963 312 7325 or +91 484 318 8731.