Refund, Cancellation and Service Change Policy

1. Important Medical Approval Conditions

Payment does not guarantee that a medical certificate will be approved or issued.

Every certificate request is subject to:

• Mandatory doctor consultation or medical review
• Verification of the patient’s information
• Review of symptoms and medical history
• Review of supporting medical records, where required
• Review of BP, pulse, walking video or other requested information
• The independent medical assessment of the doctor

The doctor may approve, reject or request additional information before making a final decision.

Easy Medical Certificate cannot require or pressure a doctor to issue a certificate when the doctor considers the request medically inappropriate, unsupported or unsafe.

2. Certificate Format and Specialist Availability

Certificates are normally issued only in the approved standard format used by Easy Medical Certificate.

Unless specifically confirmed before payment:

• Custom wording is not included in the standard service
• Employer-specific or institution-specific wording is not guaranteed
• Government-doctor certificates are not available
• Specialist-specific certificates are not available
• Certificates from a particular gynecologist, psychiatrist, neurologist, orthopaedic doctor or other specialist are not guaranteed
• Acceptance by a particular employer, institution, university, insurer, RTO or government authority is not guaranteed

The customer is responsible for confirming the required certificate type and format with the receiving organisation before payment.

3. Full Refund Eligibility

A full refund may be provided in the following situations:

A full refund will not apply where part of the service has already been provided. The applicable consultation, operational, handwritten-service or customization charges may be deducted as described in this policy.

4. Certificate Type Change Instead of Cancellation

When a customer selects the wrong certificate type, Easy Medical Certificate may allow the application to be changed to another available certificate type instead of cancelling the order.

Examples may include:

• Sick Leave Certificate to Fitness Certificate
• Sick Leave Certificate to Work From Home Certificate
• Sick Leave Certificate to Unfit to Travel Certificate
• Sick Leave Certificate to Unfit to Work Certificate
• Fitness Certificate to another available certificate
• Another available certificate-type change approved by the admin team

A certificate-type change is subject to the following conditions:

• The requested certificate type must be available
• The final certificate must not already have been issued
• The change must be medically and operationally possible
• The doctor may require a new or additional consultation
• Additional information or documents may be required
• The customer must pay any applicable price difference
• Final approval remains subject to the doctor’s medical assessment

If the new certificate costs more, the customer must pay the additional amount before processing continues. If the new certificate costs less, the difference may be adjusted or refunded after deducting any applicable charges under this policy.

Easy Medical Certificate may refuse a certificate-type change when the requested change is medically inappropriate, unsupported, unavailable or requested after the final certificate has been issued.

5. Cancellation Before Doctor Consultation

A customer may request cancellation before the doctor consultation or documented medical review has started.

When cancellation is requested without a confirmed company-side fault, a fixed ₹199 operational and cancellation charge will be deducted. This charge covers work and costs that may begin immediately after payment, including:

• Application registration
• Payment reconciliation
• Patient record creation
• Support handling
• Initial document handling
• Doctor-allocation preparation
• Administrative processing
• Cancellation and refund processing
• Transaction-processing costs already incurred

The remaining eligible amount will be refunded. The ₹199 deduction may apply when:

• The customer changes their mind
• The certificate is no longer required
• The customer does not provide a reason for cancellation
• The customer selected the wrong certificate
• The customer found another service provider
• The employer or institution changed its requirement
• The customer no longer wishes to attend consultation
• The customer requests an unavailable format or doctor category after payment
• The customer cancels for a reason not caused by Easy Medical Certificate

The deduction will not exceed the amount paid. If the amount paid is equal to or less than ₹199, no additional amount will be collected merely because a refund was requested.

The ₹199 deduction will not apply where the cancellation is entirely caused by a confirmed failure of Easy Medical Certificate to provide the purchased service.

6. When Doctor Consultation or Medical Review Is Considered Started

For this policy, doctor consultation or medical review will be considered started when an assigned doctor has performed any documented medical service, including:

• Starting an audio, video or telephone consultation
• Reviewing the patient’s submitted medical information
• Reviewing medical reports or prescriptions
• Reviewing BP or pulse readings
• Reviewing a walking video
• Recording a medical opinion or requesting additional medical information

Merely assigning an application to a doctor, without any documented consultation or medical review, will not by itself be treated as a completed medical consultation.

The application activity history may be used to determine whether consultation or medical review had started before the cancellation request.

7. Cancellation or Rejection After Doctor Consultation

Once the doctor consultation or medical review has started or been completed, a fixed charge will be deducted before processing any refund.

These charges cover the cost of:

• Doctor consultation
• Medical assessment
• Review of patient details and submitted records
• Review of BP, pulse, or walking video (if applicable)
• Doctor allocation and coordination
• Operational processing
• Support and administrative handling
• Refund processing

The applicable charge will be deducted in all of the following situations:

• The patient requests cancellation after consultation
• The doctor rejects the certificate based on medical assessment
• The patient is found medically ineligible
• Previous health conditions affect approval
• BP, pulse, or walking pattern is unsuitable
• The patient changes their mind after consultation
• The certificate is no longer required after consultation

After deducting the applicable charge, the remaining eligible amount (if any) will be refunded.

Important Note: Certificate approval is not guaranteed after payment or consultation. The final decision remains with the doctor based on medical assessment.

8. Customized Certificate Service

Customized wording, layout, positioning or institution-specific preparation is not included in the standard certificate price.

Where the requested customization is medically appropriate and accepted for review, an additional ₹300 customization charge will apply. The customization charge covers:

• Review of the requested changes
• Doctor review and approval
• Wording adjustments
• Layout or positioning changes
• Additional certificate preparation
• Administrative review

Customization remains subject to the following conditions:

• The requested content must be medically accurate
• The doctor must approve the requested wording
• False or misleading statements will not be added
• Medically unsupported information will not be added
• Backdated or fabricated information will not be added
• Employer-specific wording is not guaranteed
• Institution-specific wording is not guaranteed
• The final certificate must remain medically and professionally appropriate
• Payment of ₹300 does not guarantee that every requested change will be accepted

Refund of the Customization Charge

The ₹300 customization charge will be refundable when the company or doctor confirms, before customization work starts, that the requested customization cannot be provided.

Once customization work has started, the ₹300 charge will be non-refundable, including where:

• The customer changes their mind
• The customer cancels the order
• The customer changes the requested wording
• The customer does not accept the medically approved wording
• The doctor rejects part of the requested wording
• The receiving organisation later requests different wording

The ₹300 customization charge is separate from the applicable ₹199, ₹399 or ₹499 deduction.

9. Patient Non-Cooperation or Incomplete Information

The patient must provide accurate and complete information required for consultation and certificate assessment. This may include personal details, symptoms, medical history, identity proof, medical reports, prescriptions, BP and pulse readings, a walking video, participation in doctor consultation, and any additional information requested by the doctor.

Processing may be paused when required information is missing. A refund will not automatically be issued merely because the patient:

• Does not complete the application
• Does not submit required documents
• Does not provide requested BP or pulse readings
• Does not upload a required walking video
• Does not attend or respond to consultation
• Refuses to provide information required for medical assessment
• Provides incorrect or inconsistent information
• Stops responding after payment

If the patient requests cancellation, the applicable charge will depend on whether doctor consultation or medical review had started:

• Before consultation or medical review: ₹199 deduction
• After consultation or medical review for a regular certificate: ₹399 deduction
• After consultation or medical review for a handwritten certificate: ₹499 deduction
• Customization work started: additional ₹300 non-refundable customization charge

10. Incorrect, False or Misleading Information

The customer is responsible for providing accurate information. Easy Medical Certificate may suspend, reject or cancel an application where the customer provides:

• Incorrect identity information
• False symptoms
• Altered or fabricated medical records
• Misleading statements
• Incorrect dates
• Information belonging to another person
• Any request for a false or unsupported medical statement

No refund may be provided for work already completed where the application is rejected because of incorrect, false, misleading or fraudulent information.

Any remaining refund, if applicable, will be calculated after deducting the relevant charges under this policy.

11. Certificate Already Issued

A refund will not ordinarily be provided after the certificate has been correctly issued. A refund will not be provided merely because:

• The customer no longer requires the certificate
• The customer selected the wrong certificate type
• The customer wants different wording after issuance
• The customer requests customization after issuance
• The customer requests a government doctor after issuance
• The customer requests a specialist doctor after issuance
• The employer or institution changes its requirement
• The receiving organisation follows its own internal policy
• The receiving organisation requires a different certificate
• The customer did not verify the required format before applying
• The customer provided incorrect or incomplete information

Where possible, Easy Medical Certificate may offer:

• Correction of a verified company-side error
• Reissuance of the certificate
• A certificate-type change at an additional charge
• Paid customization, subject to doctor approval

12. Rejection by an Employer, Institution or Authority

Easy Medical Certificate does not control the internal policies of employers, colleges, universities, insurers, RTO offices, government departments or other receiving organisations.

The customer should confirm the required certificate type, format, doctor qualification and supporting documents before payment.

Rejection by a receiving organisation will not automatically qualify for a refund when:

• The certificate was correctly issued
• The certificate matches the purchased service
• The receiving organisation requires a different format
• The receiving organisation requires a government doctor
• The receiving organisation requires a specific specialist
• The receiving organisation does not accept online consultation
• The customer selected the wrong certificate
• The customer did not verify the organisation’s requirements

A correction, replacement or refund may be considered where rejection is directly caused by a verified error attributable to Easy Medical Certificate.

13. Refund Request Procedure

To request a refund, the customer must contact Easy Medical Certificate and provide:

• Patient name
• Registered mobile number
• Registered email address
• Application or order number
• Payment reference
• Certificate type
• Reason for the refund request
• Supporting proof, where applicable

Additional information may be requested to verify the payment, consultation stage, certificate status or reason for cancellation. Submitting a refund request does not automatically mean that the refund has been approved.

The request will be reviewed based on:

• Payment status
• Application activity
• Doctor consultation status
• Medical review status
• Certificate issuance status
• Customization status
• Reason for cancellation
• Applicable deductions under this policy

14. Refund Method and Processing Time

Approved refunds will normally be returned through the original payment method. Depending on the payment method, the amount may be returned through UPI, debit card, credit card, net banking, the payment gateway, or another verified method where the original method cannot be used.

After a refund is initiated, banks, UPI providers, card issuers and payment processors may require approximately 5-7 business days to credit the amount.

Easy Medical Certificate is not responsible for additional delays caused solely by the customer’s bank or payment provider after the refund has been successfully initiated.

A refund reference or transaction reference will be provided where available.

15. Refund Calculation

Eligible refund = Total amount paid − Applicable charges

Applicable charges may include:

• ₹199 pre-consultation operational and cancellation charge
• ₹399 regular digital certificate consultation and operational charge
• ₹499 handwritten certificate consultation and operational charge
• ₹300 customization charge where customization work has started
• Any other separately accepted and completed additional service

The total deduction will not exceed the amount paid. Any amount already refunded, adjusted or used for another certificate service will be taken into account.

16. No Automatic Guarantee of Refund

A refund request will be reviewed individually. A customer will not automatically qualify for a full refund merely because:

• The customer requests a refund without a reason
• The customer changes their mind
• The certificate is no longer required
• The customer selected the wrong service
• The customer failed to verify the receiving organisation’s requirements
• The doctor rejected the application
• The customer did not attend consultation
• The customer did not submit required information
• The receiving organisation rejected a correctly issued certificate
• The customer requested unsupported customization
• The customer requested an unavailable specialist after payment

Applicable consumer rights and confirmed company-side failures will continue to be respected.

17. Chargebacks and Payment Disputes

Customers are requested to contact Easy Medical Certificate before raising a bank dispute or chargeback so that the matter can be reviewed and resolved.

Submitting false information to a bank or payment provider regarding a completed consultation, issued certificate or received service may result in the company providing the relevant payment, consultation and delivery records to the payment provider.

Nothing in this section prevents a customer from exercising any right available under applicable law.

18. Policy Updates

Easy Medical Certificate may update this policy to reflect changes in services, operational requirements or applicable law.

The policy version accepted by the customer at the time of payment will generally apply to that application, unless a change is required by law. Material changes will apply to future transactions after publication.

19. Applicable Law and Consumer Rights

This policy is intended to operate in accordance with applicable Indian law. Nothing in this policy removes or limits any non-waivable right available to a consumer under applicable law.

Where any provision of this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will prevail.

20. Contact for Refund Requests

Use the same mobile number or email address provided in the original application whenever possible.