Cancellation & Refund Policy

01Standard Cancellation Window

Patients can cancel an online token booking directly within the Soefer Patient App prior to the scheduled consultation cut-off.

Under Soefer’s standard cancellation policy, cancellations must be completed at least two (2) hours prior to the scheduled OPD shift start or consultation slot (or within the specific cancellation window configured by the clinic and displayed transparently on the booking confirmation screen).

Cancellations made within the allowable window are automatically approved for an immediate, full 100% refund of the visit fee paid.

02Accidental Booking Grace Period (5 Minutes)

To protect patients who make an inadvertent booking error, Soefer provides an immediate 5-minute grace period following payment completion.

If a token is booked by mistake and cancelled within 5 minutes of booking, a full refund is initiated automatically, provided the clinic session has not already commenced.

03Significant Clinic Delays (>45 Minutes)

We value your time. If a doctor’s scheduled OPD session has not commenced within 45 minutes of the published start time (with no consultation tokens called), waiting patients who booked online may cancel their token directly in the app for an automatic, full 100% refund.

Session start status is verified automatically; you do not need to submit a customer support dispute to claim this refund.

04Cancellations Initiated by the Clinic or Doctor

If a doctor or clinic cancels an OPD shift, reschedules a session, or closes bookings due to an unforeseen clinical emergency, a 100% full refund is initiated automatically for all affected online bookings.

Affected patients receive immediate notifications via in-app push alerts and registered email. The refund workflow triggers instantaneously without requiring any claim or support ticket from the patient.

05Unstarted Sessions & Session Overruns

If an OPD session fails to open or is cancelled by the clinic, or if clinic hours conclude before an active token is called, all unconsulted online bookings are automatically cancelled with a full 100% refund.

Patients are never charged for consultations that could not be provided. Unconsulted waiting patients are never classified as missed turns or no-shows.

06Missed Turns & Legitimate Patient No-Shows

If a patient fails to arrive at the clinic when their token is called during an active session, and has not cancelled within the allowable cancellation window or grace period, the clinic may mark the token as a "No-Show".

Because the doctor’s clinical slot was reserved and could not be offered to other waiting patients, verified patient no-shows and cancellations made after the cancellation cut-off are non-refundable under the standard policy.

07Refund Method, Processing & Settlement Timelines

All eligible refunds are initiated immediately through our authorized payment processing partners.

Refunds are credited strictly to the original payment source used during checkout (UPI ID, bank account, debit card, or credit card).

Estimated settlement timelines depend on standard banking clearing cycles in India: UPI refunds typically credit within 2 to 24 hours, while debit card, credit card, and net banking refunds reflect within 5 to 7 business days depending on your issuing bank.

Zero Cancellation Penalty: Soefer does not deduct cancellation handling fees, platform penalties, or administrative charges from an eligible patient refund.

08Assistance With a Refund

If an eligible refund has not appeared in your bank account after 7 business days, email our dedicated refund desk at support@soefer.com with your registered mobile number/email and Token Booking ID.

*Security Notice:* Never disclose your card CVV, bank PIN, or authentication credentials to anyone. Soefer personnel will never request your confidential banking credentials.