ZOKTO Refund & Cancellation Policy
We at ZOKTO strive to ensure that our users have a smooth experience. However, we understand that plans can change or issues may arise. This Refund & Cancellation Policy outlines the terms and conditions for cancellations, refunds, and related matters for various services offered through ZOKTO. Our policy is designed to be fair, compliant with Indian consumer protection laws, and to clarify in what situations you may be eligible for a refund.
General Principles
Below is the breakup by service type for clarity:
- • Wherever possible, we offer flexibility in rescheduling or canceling services, but some services (especially those involving immediate or perishable components) may have restrictions.
- • Refunds, when approved, are typically credited via the original payment method (through Razorpay or other gateway) within 5–7 working days. We will notify you once a refund is processed.
- • In line with the Consumer Protection (E-Commerce) Rules, 2020, we do not impose unjust cancellation charges and we honor our listed refund policies in true spirit. We aim to ensure transparency about cancellations and refunds at the time of purchase.
- • Certain fees, such as convenience fees or taxes, may not be refundable if those have already been incurred to provide the service. We will clearly communicate if any component of a fee is non-refundable.
- • If you booked a service using a special promotion or coupon, the refund will be limited to the amount you actually paid (we cannot "refund" the discount value). Also, once a refund is processed, any associated coupon or promo code will not be reinstated.
- • If a cancellation or issue arises due to our partners or our own technical fault, you will receive a full refund (or an option to avail the service again at no additional cost). If it arises due to the user's action (e.g., you weren't available for a pickup or delivery), the refund might be partial or not applicable as detailed below.
- • We outline below policies by service category – please read the section relevant to your service (Consultation, Lab, Medicine, Emergency, etc.). These categories cover most scenarios, but if something unprecedented occurs, we will resolve it ethically and in compliance with Indian consumer laws.
1. Doctor Teleconsultations
Booking a teleconsultation with a doctor on ZOKTO means a doctor's time is reserved exclusively for you at a chosen slot.
User-Initiated Cancellation (Scheduled Consultations)
If you have scheduled a consultation for a future time, you may cancel it up to 2 hours before the appointment start time for a full refund of the consultation fee. This allows us to free the slot for other patients and not waste the doctor's time. If you cancel within 2 hours of the scheduled time (a late cancellation), or you attempt to cancel after the consultation has begun, we reserve the right to charge the full fee. We understand emergencies happen – if you explain the situation, we may at our discretion reschedule instead of cancelling.
Instant Consultations
If you request an immediate consultation (where a doctor is assigned right away), cancellation isn't usually feasible because the service starts almost immediately. If an instant consult request is in queue and you wish to cancel it, you can attempt to do so quickly. If the doctor has not yet connected and you cancel within a few minutes, we will treat it like a scheduled consultation cancellation (no charge). But if the doctor is already connected or has started reviewing your case when you cancel, the consultation fee will be charged.
No-Show by User
If you do not join the consultation (e.g., you miss the call or do not respond at the scheduled time), that is considered a "no-show." The doctor will try to contact you (through an app and maybe a call) and will wait up to 10 minutes. If you still do not attend, the session will be closed. No refund is provided for user no-shows, since the doctor's time was blocked. However, you can contact support – if there was a genuine reason (like sudden network outage) we may try to arrange a new consult at no extra charge as a courtesy (this is not guaranteed, but we try to accommodate once).
Doctor Delays or No-Show
If the assigned doctor is significantly late or unable to take the consultation due to unforeseen circumstances (e.g., doctor had a connectivity issue or emergency), we will notify you and offer options: (a) Reschedule with the same doctor at a later time convenient to you, (b) Switch to another available doctor immediately (if you agree), or (c) Full Refund of the consultation fee. The choice will be yours. We apologize for any such inconvenience.
Consultation Cut Short
If a technical problem on our side ends the consultation prematurely (for example, our platform disconnects and it cannot be resumed), then if the consultation was less than halfway done, you can request a reschedule or refund. If it was nearly completed (doctor had given advice/prescription) but you couldn't ask follow-ups due to the cut, we'll arrange for you to send follow-up questions via chat or a brief follow-up call at no extra charge. Our aim is that you receive the full service you paid for.
Dissatisfaction with Consultation
If you are dissatisfied with the quality of the consultation (e.g., you feel the doctor didn't pay attention or the advice was very generic), please reach out to us. While a difference in medical opinion or outcome is not grounds for a refund, we do care about quality. We may, on reviewing the case, offer you a free follow-up with a different doctor or some form of compensation as appropriate. Refunds for completed services are usually not provided unless there was a clear deficiency or breach (e.g., doctor behaved inappropriately, which is extremely rare). These cases are handled individually by our medical team.
Multiple Cancellations
If a user repeatedly books and cancels consultations (especially last-minute), we may deduct a nominal charge or limit further bookings, as that behavior affects doctors and other patients. We'll warn the user if we observe such a pattern. This is to prevent abuse.
Refund Process for Consults
If a refund is approved (for scenarios above or any special approval), we will process it back to the original payment method. If you paid from wallet or other credits, we may refund the wallet or as per the original source. We aim to process within 2 business days of approval; then bank timelines apply (up to 5-7 days).
2. Lab Tests and Diagnostic Services
When you book lab tests or home sample collections through ZOKTO, we coordinate with partner labs for logistics and testing.
Cancellation by User (in advance)
You may cancel your lab test order for a full refund if you do so by 6:00 PM on the day before the scheduled sample collection. For example, if your blood sample pickup is scheduled for 7:00 AM tomorrow, cancel by 6 PM today to get a refund. This helps us notify the lab in time. If you cancel later than that (e.g., at midnight or on the same morning), the phlebotomist might have already been assigned and on the way. We will do our best – if the collection can be stopped without cost, we will refund fully. If the technician was dispatched and came to your home only to find it cancelled, we may deduct a convenience fee (typically ₹100-₹200) to cover their trip cost. We will inform you if such a fee is deducted.
Rescheduling
Preferably, if you cannot make a scheduled collection, rescheduling is better than cancelling last-minute. You can reschedule for a different day or time (subject to lab's availability) by contacting us at least 3-4 hours in advance (the prior evening for morning slots). We do not charge for rescheduling; your payment carries over. If you reschedule multiple times or very late, it could be treated as a cancellation at some point (we'll communicate if that's the case).
User Not Available at Appointment
If the lab technician arrives at your address and you are not present or not responding (despite agreeing on the time), they will attempt to reach you via phone. They usually wait ~10 minutes. If still unable to collect the sample, it's considered a missed appointment by user. In this case, the visit might be chargeable. Typically, the lab levies a home visit charge (e.g., ₹150) for the missed trip. We'll deduct such charge from the amount you paid and refund the rest, or if you prefer, keep the payment and reschedule the test but you'd have to pay the extra trip fee. We'll coordinate what you prefer. If the test was prepaid and expensive, we'll likely reschedule rather than refund minus fee, to ensure you still get it done.
Lab Cancellation or Delay
If our partner lab cannot honor the booking (say their technician falls sick last minute or they have a logistical issue), we will inform you as soon as possible. We will try to arrange the test with an alternate lab or a new time slot. If neither is acceptable to you, we will issue a full refund. If a technician is running late beyond the slot window, we'll keep you updated; you have the right to cancel and get a full refund if the delay is unreasonable (e.g., more than an hour beyond slot without clear cause).
Sample Rejection
Occasionally, a collected sample might be deemed unusable by the lab (due to clotting, contamination, etc.). The lab usually offers a free re-collection in such cases. We will inform you and arrange the re-collection at the earliest convenient time. If you do not wish to proceed with a re-collection, we will refund the test fee. If only one test out of a package failed and others were done, we'll refund proportionately for that one test.
Test Result Issues
If a test result is significantly delayed or comes back as inconclusive and requires a re-test, we treat it similar to above: either a re-test at no cost or refund for that test, as you prefer. We rely on labs for quality, but if a test clearly failed due to lab error, your payment for that test is safeguarded (refund or redo).
User Cancellation after Sample Pickup
Once your sample has been collected from you, cancellation isn't possible because the lab will process it. If you change your mind after giving sample, we cannot retrieve it from the lab's testing process, and no refund will apply. However, you will still receive the report.
Refund Timeline
Refunds for lab orders, once confirmed, are initiated within 2-3 working days. Given that lab orders can be complex, we might confirm the refund after ensuring the lab didn't perform the test or charge us. But we keep you informed.
Our goal is to be flexible yet fair – labs incur costs in preparation and visit; we balance that with customer convenience as per consumer laws which require reasonable cancellation terms. We stand by the quality: if you face any trouble with a lab service, we'll make it right either through a redo or refund.
3. Medicine Orders and Delivery
ZOKTO facilitates medicine delivery via partner pharmacies. These orders involve physical goods, so we have policies akin to e-pharmacy norms:
Order Cancellation (Before Dispatch)
You can cancel a medicine order for a full refund as long as the pharmacy has not dispatched it. We encourage you to cancel ASAP if needed (within minutes or an hour of placing, ideally) because pharmacies process orders quickly. Once you request cancellation, we will check the status: if it's still at "processing/not packed" stage, we'll cancel and refund 100%. If it's already "out for delivery" or "packed awaiting courier," cancellation might not be allowed (especially for temperature-sensitive or prescription medicines which cannot be returned to stock). We'll inform you of the status.
Cancellation (After Dispatch/Out for Delivery)
If the package is already on its way and you then decide to cancel or refuse delivery, it is generally non-refundable. Medicines are regulated items; returned medicines typically have to be destroyed for safety, not resold, causing loss. Therefore, if you simply change your mind at the doorstep, we will not refund. Exceptional cases: if you immediately realized you provided a wrong address or ordered wrong items and called us before the courier travelled too far, we might intercept and avoid wastage – in which case we'd try to be lenient. But once delivered/refused, the sale is considered final.
Delivery Failure
If a delivery attempt fails due to our partner's issue (e.g., delivery agent couldn't find address due to their error, or they didn't attempt within promised time window), we'll reschedule delivery or give you a choice to cancel with full refund. If delivery fails due to your unavailability or wrong address given, see Section 2 (that would be similar to a no-show scenario: likely no refund or refund minus fee if item returned). We evaluate case by case.
Damaged/Incorrect Items
We strongly advise you to inspect the package at delivery. If you receive damaged medication (e.g., broken bottle, opened seal) or incorrect items that do not match your order/prescription, you have the right to refuse the delivery or return those specific items on the spot. Immediately inform us or have the delivery person note the issue. We will arrange a replacement as soon as possible at no extra cost, or refund you for the affected items if replacement isn't feasible. For example, if you ordered 5 items and 1 was wrong, we'll redo or refund that 1 item's cost. If a medication is delivered with a short expiration date (less than what is reasonable to consume) or in a state not fit for use, that counts as defective – we'll replace or refund as needed. (Please do not use any medicine that you suspect is compromised; contact us for resolution).
Missing Items
If anything is missing from your order (quantity mismatch, etc.), let us know within 24 hours of delivery. We will verify with pharmacy stock and either send the missing item or refund its cost promptly. Our delivery confirmation ideally lists all items – check against it.
Quality Issues
If you have a concern about the quality or efficacy of a medicine (e.g., it seems not working or suspect it's counterfeit), please inform us. Our pharmacies source from licensed distributors, so chances of counterfeit are extremely low. Still, we take such complaints seriously: we can facilitate returning the batch to the manufacturer and getting you a replacement or refund, and we'll involve regulatory bodies if needed. Your safety is a priority.
Returns
As a rule, we do not accept returns of medicines once delivered, except in cases of damage or error as above. This is because medicines, once dispensed, can't be reused due to safety regulations. Thus, please order carefully. We cannot take back surplus medicine simply because you don't need it anymore. (Local pharmacy laws may forbid returns except for certain reasons like recall or pharmacy error).
Order Modifications
If you want to add or remove items after placing an order, it's tricky because payment is done. We suggest placing a fresh order for additional items. For removal, better to cancel whole and reorder correctly if still not dispatched. Once packed, modifications aren't usually possible.
Refund Process for Medicines
If a refund is due (e.g., for cancelled order, out-of-stock items, returned damaged goods), it will be processed back to your original payment method. If you paid COD (cash on delivery) for some reason, we will arrange an online refund to your bank/UPI (since we aim for digital payments, COD might be rare or not offered). We'll contact you for refund details if needed. Refund initiation will be within 2-3 working days of confirming the issue, and then 5-7 days to reflect in account.
4. Emergency Services (SOS Assist)
Emergency assistance facilitated by ZOKTO is unique in nature. The policy here recognizes that when SOS is triggered, resources are immediately spent to try to help, so refunds are generally not considered, except:
Non-Refundable Charges
Once you activate SOS and we mobilize a responder or dispatch any item, any applicable service charges become non-refundable. For example, if an emergency medical dispatch fee or responder fee is charged for sending someone to your location, that fee stands even if you decide to cancel the SOS or if the panic subsides. This is because partners incur costs by responding. We do not aim to profit from emergencies (often we charge nothing extra beyond actual costs), but we also cannot bear losses for false alarms.
True Emergencies vs False Alarms
If the SOS was a genuine emergency and service was delivered (even if outcome wasn't ideal), no refund is due as the service was rendered to the best of ability. If we determine an SOS activation was malicious or a prank, we reserve the right to charge the user for full costs (and possibly ban the user). Conversely, if SOS failed due to our inability and absolutely no help was provided, we will not charge any fee (or will refund if pre-charged).
Partial Fulfillment
Suppose you requested emergency medicine and paid, and we sent it but with delay or only partial quantity. Given the scenario's complexity, instead of a normal refund, we will work with you – perhaps refund proportionally if something wasn't delivered. E.g., you paid ₹1000 for a kit, only half the kit made it in time, we might refund ₹500. We'll handle it case by case with empathy.
Subscription Emergencies
If you have an emergency response subscription (say a monthly plan that covers X emergencies), those are generally not refundable either once the period starts. If you cancel a subscription mid-term, we might not refund the current period fee but will stop future renewals.
Our emergency assistance is provided on a best-effort basis without guarantee (see Terms' disclaimer). Therefore, we also don't "guarantee results" to refund on – we guarantee we'll try. But we reiterate: if you paid for something that you totally did not receive, we will refund that amount, since that's fair.
5. Other Services or Products
If ZOKTO offers any other services (e.g., health devices for sale, or premium membership plans, or ambulance booking, etc.), their refund terms will be specified at purchase. Here are some general guidelines for possibilities:
Health Devices/Products
If we sell medical devices or health kits (not prescriptions) via partners, we'll follow standard e-commerce rules: items can often be returned or replaced if defective or not as described, within a specified window (usually 7 or 10 days). If such an offering exists, we'll clearly communicate the return policy on that product page. Consumables (like opened packets, or personal items like thermometers once used) might not be returnable unless faulty.
Membership/Subscription Plans
If you purchase a time-based subscription (e.g., monthly health plan for consultations), and you wish to cancel it:
- • If it's a paid subscription, generally fees are non-refundable once the period starts (especially if benefits have been used). However, if you cancel early, we might allow the subscription to run until the end of paid term and not renew, rather than refund mid-term.
- • In some cases, partial refunds may be given if mandated by law or if no benefit was availed (for example, you paid for a year upfront and after one month you want to cancel – we might refund the remaining 11 months pro rata after deducting any used value, at our discretion). We will disclose these terms specifically when you sign up for such plans.
Third-Party Services
If through ZOKTO you booked a third-party service like an in-person appointment at a partner clinic or a diagnostic imaging at a center, the cancellation/refund might follow that provider's policy. We will facilitate whatever that policy is (for instance, a scanning center might charge cancellation fee if within 24 hours; we would pass that on). We will inform you of such terms at booking time.
In all cases, we strive to follow the Consumer Protection Act, 2019 guidelines – meaning no unfair terms, and honoring warranties/guarantees of any goods or services. If something you paid for is not delivered or is deficient, you are entitled to a remedy (replacement, re-service or refund) as per law. We stand by that.
6. How to Request a Cancellation or Refund
We hope the processes are seamless through the app, but in case you need to manually request:
Request Methods
- • Via App/Website: For certain orders (labs, medicines), the app may have a "Cancel" button if the status allows. Using that is the quickest. It will show if cancellation is possible and any applicable refund. Follow the on-screen steps.
- • Customer Support: If you have any trouble or if the app doesn't allow (e.g., trying to cancel outside allowed window but you have a valid reason), reach our support through chat support in app or website.
- • Email: info@zokto.in with your order details (consultation ID, order number, etc.) and reason for cancellation/refund.
- • Phone: If urgent, call our helpline (number in app/website).
Information Required
- • Your registered phone number and user ID
- • Booking/Order ID or transaction reference number
- • Reason for cancellation or refund request
- • Any supporting documentation (if applicable)
- • Preferred refund method (usually same as payment method)
To speed things up, provide relevant info: e.g., for a lab refund, mention booking ID and whether technician came or not; for medicine, share order ID and what went wrong. If applicable, attach a photo (like a photo of damaged medicine or wrong item received – this greatly helps us validate and process quickly).
Resolution Time
- • Our team tries to resolve refund queries swiftly. Simple cases (straight cancellations) are resolved within 1-2 business days.
- • Complex cases needing investigation (like a user claims wrong medicine, we need to verify with pharmacy) may take a bit longer but usually under 7 days. We will keep you updated throughout.
- • Once we agree on refund, we'll initiate it and let you know. If 7 working days pass after our confirmation and you still don't see the amount, please inform us – we'll follow up with the payment gateway/bank. Sometimes it may take up to 10 days due to bank processes, especially around weekends/holidays.
Our Grievance Officer (details in Terms of Use) is available if you feel your cancellation/refund request wasn't handled properly. We never want you to feel stuck or cheated – if something fell through the cracks, escalate it and it will be addressed impartially.
9. Company & Contact Details
Company Information
VYSN Technologies Private Limited (Operator of ZOKTO)
7-1/99, 6 58, Sai Prabhat Nagar,
Temple City, Trunk Road (Khammam),
Khammam (Urban), Khammam – 507003, Telangana, India.
CIN: U62099TS2025PTC198900 | Email: info@zokto.in | Phone: [Customer Care Number]
Customer Support
For refund queries: support@vysn.in
Phone Support: Available through the ZOKTO app
Live Chat: Available in the app from 9 AM to 9 PM
Response Time: We aim to respond to all queries within 24 hours
Escalation & Grievances
If you're not satisfied with our refund decision or process:
Grievance Officer: grievance@vysn.in
Consumer Forums: You may approach appropriate consumer forums as per Consumer Protection Act, 2019
Regulatory Bodies: Complaints can also be filed with relevant state consumer affairs departments
If you have any questions about this policy or need further clarification, please reach out to us. We are here to help and ensure you have confidence in using ZOKTO.