Refund and Cancellation Policy

SwasthaHub — Refund and Cancellation Policy


Cancel at least 24 hours before your appointment and you get a full refund. If the Clinic cancels, you always get a full refund or a free reschedule. Refunds reach your original payment method within 7–10 working days. This policy explains how cancellations, rescheduling and refunds work for appointments booked through SwasthaHub.

Effective date

October 5, 2026

Last updated

October 5, 2026

Service provider

Dipesh Health Care Pvt. Ltd., Udaypur, Nepal

Applies to

In-person clinic appointments booked and paid through the SwasthaHub app

Phone

+977 985-1118621

Email

info@dipeshhealthcare.com.np

1. Summary

Situation

Outcome

You cancel 24 hours or more before the appointment

Full refund

You cancel less than 24 hours before

No refund, unless a verified emergency

You reschedule 12 hours or more before

Free, up to 2 times per booking

The Clinic cancels or the doctor is unavailable

Full refund or free reschedule, your choice

You do not attend (no-show)

No refund

Duplicate payment or payment without a confirmed booking

Full refund

Consultation already completed

No refund

2. Scope

2.1 This policy applies to appointment or consultation fees paid in advance through the SwasthaHub app for in-person visits at Dipesh Health Care Clinic, Udaypur.

2.2 It does not apply to:

  • tests, procedures, medicines or other services paid for at the Clinic counter, which follow the Clinic's billing policy;
  • appointments booked and paid for directly at the Clinic; or
  • third-party charges, such as bank or wallet fees.

2.3 SwasthaHub does not offer video consultations, telemedicine, online prescriptions or medicine delivery, so no refunds relate to those services.

2.4 This policy forms part of the SwasthaHub Terms and Conditions.

3. Free and Paid Bookings

3.1 Some appointments can be booked without advance payment and paid at the Clinic. For these, you can cancel or reschedule free of charge, but please cancel as early as possible so the slot can be offered to another patient.

3.2 For appointments with advance payment, the rules in this policy apply.

3.3 The fee and whether advance payment is required are shown clearly before you confirm a booking.

4. Cancellation by You

4.1 You can cancel any upcoming appointment:

  • in the app, under My Appointments;
  • by email to info@dipeshhealthcare.com.np; or
  • by calling +977 985-1118621 during support hours.

4.2 24 hours or more before the appointment: you receive a full refund of the amount paid.

4.3 Less than 24 hours before the appointment: the fee is not refundable, because the slot usually cannot be filled by another patient at short notice. Exceptions apply for verified emergencies (see Section 8).

4.4 The cancellation time is the time recorded by our system when your request is submitted in the app, or when we receive your email or call.

4.5 You will receive a cancellation confirmation by in-app notification and SMS or email.

5. Cancellation or Changes by the Clinic

5.1 Occasionally we may need to cancel or change an appointment, for example because:

  • the doctor is unwell or called to an emergency;
  • the Clinic closes unexpectedly due to a strike, bandh, natural disaster or other event beyond our control; or
  • there is a technical or scheduling error.

5.2 We will notify you as soon as possible by in-app notification, SMS, email or phone.

5.3 You may choose:

  • a full refund, with no deductions; or
  • a free reschedule to another available date, time or qualified doctor.

5.4 If no convenient alternative slot is available, you are entitled to a full refund on request.

5.5 If you do not respond within 48 hours, we will process a full refund automatically.

6. Rescheduling

6.1 You can reschedule free of charge up to 12 hours before your appointment, subject to availability.

6.2 Each booking can be rescheduled by the patient up to 2 times. After that, please cancel and make a new booking.

6.3 Reschedules within 12 hours of the appointment are not available in the app. Please call support, and we will help if a slot is available.

6.4 If the new slot has a different fee, for example with a different doctor, you will pay the difference or receive a refund of the difference.

6.5 A rescheduled appointment follows the same cancellation rules, calculated from the new appointment time.

7. No-shows and Late Arrival

7.1 If you do not attend and do not cancel, the appointment is marked as a no-show and the fee is not refundable.

7.2 If you arrive more than 20 minutes late, the doctor may be unable to see you. Where possible we will fit you in later or offer a free reschedule. If neither is possible, the appointment is treated as a no-show.

8. Emergencies and Special Circumstances

8.1 We understand that unexpected events happen. We may approve a full or partial refund for a late cancellation or missed appointment if you could not attend because of a verifiable emergency, such as:

  • your own hospitalisation or serious illness;
  • a serious accident;
  • the death or serious illness of an immediate family member; or
  • a natural disaster or travel disruption beyond your control.

8.2 Please contact support within 3 days of the appointment with brief supporting details, such as a hospital slip. We review every request fairly and individually and reply within 3 working days.

9. Refund Eligibility Table

Scenario

Refund

Timeline

Cancelled by you 24+ hours in advance

100%

Starts within 2 working days

Cancelled by you less than 24 hours in advance

None (unless emergency approved)

—

Cancelled by the Clinic

100%

Starts within 2 working days

Rescheduled by the Clinic, no suitable slot

100% on request

Starts within 2 working days

No-show

None

—

Late arrival, not seen

None, or free reschedule if offered

—

Duplicate or accidental payment

100% of the extra amount

Starts within 2 working days of verification

Payment deducted, booking not confirmed

100%

Automatic, or within 2 working days of your report

Rescheduled to a lower fee

The difference

Starts within 2 working days

Consultation completed

None

—

Account deleted with upcoming paid appointments

Per the rules above, based on the time of deletion

Starts within 2 working days

10. How Refunds Are Paid

10.1 Refunds go to the original payment method, such as your Khalti wallet, connectIPS-linked account or bank account. We cannot refund to a different account or in cash, except where the original method is no longer available, in which case we will contact you.

10.2 We initiate approved refunds within 2 working days.

10.3 The money usually reaches you within 7–10 working days, depending on your payment provider and bank.

10.4 Refunds are made in Nepali Rupees for the amount you paid. We do not charge a refund fee. Fees charged by your own bank or wallet provider are outside our control.

10.5 You will receive a notification when the refund is initiated, with a refund reference number. You can track it in the app under Payments.

10.6 If you have not received your refund after 10 working days, contact support with the refund reference number.

11. Promotional, Discounted and Package Bookings

11.1 Discounted, promotional or package bookings, such as health check-up packages, may have different refund terms. These are shown clearly before you pay.

11.2 If no different terms are shown, this policy applies.

11.3 Promotional discounts are not refunded as cash. Refunds are limited to the amount actually paid.

12. Fair Use

12.1 To keep appointments available for all patients, repeated late cancellations or no-shows, for example 3 or more within 30 days, may lead to:

  • a requirement to pay in advance for future bookings; or
  • temporary restriction of online booking.

12.2 We will notify you before any restriction applies. You can contact support to discuss it.

13. How to Cancel, Reschedule or Request a Refund

In the app

  1. Open SwasthaHub and go to My Appointments.
  2. Select the appointment.
  3. Tap Cancel or Reschedule.
  4. Choose a reason (optional) and confirm.
  5. Eligible refunds start automatically. Track them under Payments.

By email

Send a message to info@dipeshhealthcare.com.np with:

  • your registered name and phone number;
  • the appointment ID;
  • the payment transaction ID, if requesting a refund; and
  • the reason for your request.

By phone

Call +977 985-1118621, Sunday to Friday, 9:00 AM – 5:00 PM (Nepal Time).

In person

Visit the reception at Dipesh Health Care Clinic, Udaypur.

14. Escalation

If your cancellation or refund is not resolved to your satisfaction:

  1. Contact our Support Supervisor at supervisor@dipeshhealthcare.com.np or +977 985-1118621, quoting your appointment ID or ticket number.
  2. We aim to resolve escalations within 3–5 working days.
  3. If the issue remains unresolved, you may follow the dispute process in our Terms and Conditions.

15. Changes to This Policy

15.1 We may update this policy from time to time. Changes do not affect bookings already paid for.

15.2 Material changes will be announced in the app or by email before they take effect. The "Last updated" date shows the current version.

16. Contact

Company

Dipesh Health Care Pvt. Ltd., Udaypur, Nepal

Phone

+977 985-1118621

Support email

info@dipeshhealthcare.com.np

Escalations

supervisor@dipeshhealthcare.com.np

Support hours

Sunday to Friday, 9:00 AM – 5:00 PM (Nepal Time)