Effective Date: June 19, 2025
Entity Name: Dipesh Health Care Pvt. Ltd.
Location: Udaypur, Nepal
Phone: +977 985-1118621
Email: [email protected]
At Dipesh Health Care Pvt. Ltd., your trust is our top priority. This Refund and Cancellation Policy outlines your rights and our obligations regarding in-person clinic visit appointment bookings made through the Dipesh Health App. This policy is in strict compliance with all applicable regulations including:
- Google Play Store & Apple App Store developer policies
- Nepal Medical Council operational requirements
- HIPAA (Health Insurance Portability and Accountability Act)
- GDPR (General Data Protection Regulation)
1. Overview
The Dipesh Health App provides a secure platform for patients to book, manage, reschedule, and cancel appointments with our licensed healthcare professionals for in-person visits only. We do not offer remote or video-based consultations. Users may cancel or reschedule appointments subject to the conditions outlined below.
2. Cancellation Policy
a. User-Initiated Cancellation
- Users can cancel an appointment directly through the app or by contacting our support team via phone or email.
- Cancellations must be made at least 24 hours prior to the scheduled appointment time to be eligible for a full refund (if applicable).
- Cancellations made within 24 hours of the appointment may not be eligible for a full refund unless due to verified emergency circumstances.
b. Clinic-Initiated Cancellation
- If we must cancel your appointment due to an unforeseen issue (e.g., doctor unavailability, emergency closures), users will be informed immediately and offered:
- A full refund of any advance payment
- The option to reschedule the appointment at no extra cost
3. Rescheduling Policy
- Users may reschedule appointments at any time before 12 hours of the scheduled visit.
- Rescheduling is subject to the availability of the preferred doctor and time slot.
- There are no charges or penalties for rescheduling unless done repeatedly in a short span, in which case administrative restrictions may apply.
4. Refund Policy
a. Eligibility for Refunds
Refunds are processed in the following scenarios:
Scenario Refund Eligibility
Appointment canceled 24+ hours in advance ✅ Full refund
Appointment canceled within 24 hours ❌ No refund (unless emergency)
Appointment canceled by clinic ✅ Full refund
Appointment rescheduled by clinic with no convenient slot ✅ Full refund upon request
No-show by patient ❌ No refund
Duplicate or accidental payment ✅ Full refund after verification
b. Refund Method
- Refunds are processed via the original payment method (e.g., Khalti, Bank Transfer).
- Refunds typically take 7–10 business days to reflect depending on your financial provider.
5. Exceptions to Refunds
- Repeated cancellations by a single user may result in account flags or suspension.
- Promotional or discounted bookings may carry non-refundable terms, clearly displayed during booking.
- Refunds are not applicable for services already rendered or partially completed.
6. Account Deletion and Data Retention
- Users may request account deletion via the app or by contacting our support team.
- Upon deletion, all medical records and payment history will be permanently erased in compliance with HIPAA and GDPR.
- Users are encouraged to export their health data prior to deletion, if needed.
7. How to Request a Cancellation or Refund
To cancel or request a refund, use any of the following methods:
a. Via App:
- Go to My Appointments
- Select the appointment
- Tap Cancel or Reschedule
- Confirm the action
b. Via Email:
Send a cancellation or refund request to:
Include:
- Your registered name
- Appointment ID
- Reason for cancellation/refund
c. Via Phone:
📞 Call us at: +977 985-1118621
Our team will assist you during operational hours.
8. Support and Escalation
If your refund or cancellation is not addressed satisfactorily, you may escalate the issue:
Support Supervisor
📞 +977 985-1118621
We aim to resolve all escalated issues within 3–5 business days.
9. Modifications to Policy
Dipesh Health Care Pvt. Ltd. reserves the right to update or revise this policy at any time. Users will be notified of material changes via in-app notifications and/or email.
10. Final Disclaimer
This policy governs in-person clinic appointments only. It does not apply to remote consultations, prescriptions, or third-party services — none of which are offered by this app. We strictly comply with Play Store and App Store policy guidelines and do not offer video calls or online diagnostics.
Thank You for Choosing Dipesh Health App
We are committed to providing fair, transparent, and patient-centric healthcare experiences. Your satisfaction and well-being are at the core of our operations.