This Refund & Cancellation Policy ('Policy') applies to all appointment bookings and consultation services facilitated through the OPLIVE mobile application and web platform, operated by OPliveHealth Private Limited ('OPLive'), with its registered office at TC 24/3088/2, Ushasandya Building, Dotspace Business Centre, PMG TTC RoadDotSpace, Kowdiar Thiruvananthapuram Kerala 695003 India.
This Policy is framed in compliance with the Consumer Protection Act, 2019; Consumer Protection (E-Commerce) Rules, 2020; and the Indian Contract Act, 1872. It applies to: (a) Online OP Appointment Bookings; (b) Home OP Appointment Bookings; and (c) Teleconsultation Bookings (Video, Audio, and Chat) facilitated through the Application.
OPLive acts solely as an intermediary technology platform facilitating appointment scheduling and communication between Users and independent Registered Medical Practitioners ("RMPs"). OPLive neither employs nor exercises control over the professional medical judgment of any RMP. OPLive does not provide medical advice, diagnosis, treatment, prescriptions or healthcare services and shall not be responsible or liable for any medical opinion, diagnosis, prescription, treatment, clinical decision, omission or outcome rendered by any RMP or healthcare provider.
| Term | Meaning |
|---|---|
| Consultation Fee | Fee charged by the RMP for the appointment, displayed at the time of booking. |
| Platform Convenience Fee | OPLive's fee for booking infrastructure, payment processing, and support. Displayed separately at checkout. |
| Slot Time | The confirmed start time of the booked appointment with a specific RMP. |
| Slot End Time | The scheduled end time of the booked appointment, based on the consultation duration selected at the time of booking. |
| No-Show | A confirmed appointment that the User fails to attend without prior cancellation. |
| Business Days | Monday to Saturday, excluding public holidays in Trivandrum, Kerala. |
| Original Mode of Payment | The payment method (UPI, card, net banking, or wallet) used by the User at the time of booking. |
A User may cancel a confirmed appointment and receive a full refund of the Consultation Fee provided the cancellation is submitted more than two (2) hours before the scheduled Slot Time, through the Application or by emailing support@oplive.app.
No cancellation or rescheduling is permitted within two (2) hours of the scheduled Slot Time. Requests within this window will not be processed and no refund will be issued.
Where a User fails to attend a confirmed appointment without cancelling in advance, the appointment is treated as a no-show:
For Teleconsultation appointments: If the RMP initiates the video consultation call within the scheduled Slot Time and the User does not answer for two (2) consecutive call attempts made by the RMP within the slot duration, the appointment will be treated as a Patient No-Show.
The following applies where a User misses two RMP call attempts during the slot:
OPLive recognises that genuine emergencies — such as sudden critical illness, hospitalisation, road accidents, or other unavoidable crises — may prevent attendance. In such cases, a full refund of the Consultation Fee may be considered on a discretionary basis.
To apply for a compassionate refund, the User must:
OPLive will communicate its decision within five (5) business days. If approved, the Consultation Fee will be refunded within seven (7) to ten (10) business days to the original payment method. The Platform Convenience Fee remains non-refundable.
If an RMP cancels a confirmed appointment for any reason, the User is entitled to a complete refund — including both the Consultation Fee and the Platform Convenience Fee.
This clause applies exclusively to Teleconsultation (Video Consultation) appointments. For Home OP and Clinic OP (physical consultations), standard appointment management terms apply.
If an RMP has not initiated the video consultation call by thirty (30) minutes after the scheduled Slot End Time — meaning the RMP did not commence the consultation within the entire slot duration plus an additional 30-minute grace window — the User has the following options:
Refund requests under this clause must be submitted within twenty-four (24) hours of the scheduled Slot End Time. OPLive will verify the claim through system logs (call initiation records, RMP activity timestamps) before processing. Approved refunds are processed within seven (7) to ten (10) business days.
Important: This clause applies only where the RMP completely failed to initiate any call within the slot duration plus the 30-minute grace window. Where the RMP initiated a call and the User missed it (two unanswered calls), the Patient No-Show Policy under Clause 4.2 applies instead.
Where a teleconsultation or appointment cannot be commenced due to a technical failure attributable to the OPLIVE platform (verified by OPLive's system logs), the User is entitled to choose between:
Technical failure claims must be reported to support@oplive.app within twenty-four (24) hours of the affected appointment. Where the fault is attributable to the User's device, internet connection, or environment, a refund will not be issued.
User Device and Connectivity: OPLive shall not be liable for any interruption, delay, or failure in consultation resulting from the User's internet connectivity, mobile device, hardware, software, operating system, network provider, or any technical issue outside OPLive's reasonable control.
| Scenario | Refund Treatment |
|---|---|
| Cancellation — more than 2 hours before slot | Full Consultation Fee refunded within 7–10 business days to original payment method. Platform Convenience Fee non-refundable. |
| Cancellation — within 2 hours of slot | No refund. No reschedule. Cancellation window is closed. |
| No-show — no prior cancellation | No refund. Booking fee forfeited. |
| No-show — genuine emergency (e.g., hospitalisation) | Full Consultation Fee refunded on submission of supporting documentation within 7 days. Platform Convenience Fee non-refundable. |
| User misses RMP video call — 2 attempts within slot time | Treated as patient no-show. No refund. No-Show Policy applies. |
| RMP cancels appointment | Complete refund — Consultation Fee AND Platform Convenience Fee — within 7–10 business days. No application required. |
| RMP does not initiate video call within 30 minutes of slot END time | User may: (a) contact RMP to reschedule at a convenient time at no additional charge; OR (b) request a full Consultation Fee refund via support@oplive.app. Platform Convenience Fee non-refundable. |
| Platform technical failure (OPLive-attributable) | Full Consultation Fee AND Platform Convenience Fee refunded, OR free reschedule — User's choice. Reported within 24 hours. |
All approved refunds are processed within seven (7) to ten (10) business days from the date of approval. Expected credit timelines by payment method:
Refunds are credited exclusively to the original payment method used at the time of booking. Refunds cannot be redirected to a different account or payment method. This is in accordance with applicable RBI guidelines.
OPLive bears all payment gateway processing charges associated with refund transactions. No deduction will be made from the refund amount for gateway or processing fees.
For refund requests requiring review (compassionate refunds, RMP non-initiation claims, technical failure claims), OPLive will communicate its decision within five (5) business days of receiving the complete request.
Once a refund has been successfully initiated by OPLive, the actual credit timeline shall be subject to the processing timelines of the respective bank, payment gateway, card issuer, UPI service provider, or financial institution. OPLive shall not be responsible for delays occurring after successful initiation of the refund.
The following are non-refundable under all circumstances, except where explicitly stated otherwise in Clauses 5 and 7 of this Policy:
Fraudulent or Abuse of Refund Process: OPLive reserves the right to reject any refund request where it reasonably believes that the request is fraudulent, abusive, repetitive, misleading, or based on false information. OPLive may suspend or restrict access to the Platform where misuse of the refund process is detected.
In case of any complaints, refund-related issues, or service errors, Users may contact OPLive at support@oplive.app. Our team will respond within two (2) business days and work to resolve the matter promptly.
Please include the following in your communication to enable faster resolution:
For unresolved disputes or formal grievances, Users may escalate to the designated Grievance Officer at grievance@oplive.app. Grievances will be acknowledged within 24 hours and resolved within 15 business days, in accordance with the IT (Intermediary Guidelines) Rules, 2021.
Where a complaint or refund matter remains unresolved after the above process, Users may approach the District Consumer Disputes Redressal Commission, Trivandrum, under the Consumer Protection Act, 2019.
OPLive may amend this Policy from time to time. Material changes will be communicated with at least 14 days' prior notice via in-app notification or registered email. Continued use of the Application after the effective date constitutes acceptance of the revised Policy.
OPLive shall not be liable for any delay, interruption, suspension, or inability to provide services resulting from events beyond its reasonable control, including but not limited to natural disasters, epidemics, pandemics, acts of government, cyber-attacks, internet outages, power failures, telecommunications failures, cloud service interruptions, strikes, civil disturbances, or other force majeure events.
To the maximum extent permitted under applicable law, OPLive's total aggregate liability arising out of or relating to any booking, consultation, refund, cancellation, or use of the Platform shall not exceed the total amount actually paid by the User for the relevant appointment through the Platform. OPLive shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including loss of business, profits, data, goodwill, or opportunity.
User Indemnity: The User agrees to indemnify, defend and hold harmless OPliveHealth Private Limited, its directors, officers, employees, affiliates and service providers from and against any claims, demands, liabilities, losses, damages, costs and expenses (including reasonable legal fees) arising out of or relating to (i) misuse of the Platform, (ii) breach of this Policy, (iii) violation of applicable law, or (iv) any dispute between the User and the concerned Registered Medical Practitioner or healthcare provider.
Nothing in this Policy shall exclude or limit any liability that cannot be excluded or limited under applicable law.