Refund and Returns Policy

At Dofody Solutions Private Limited, we are committed to providing quality healthcare services and clinical-grade wellness products. We aim to ensure a seamless experience for our users, but we recognize that there may be situations where a refund or replacement is necessary. Please read this policy carefully to understand the terms and conditions regarding our digital services and physical products.

1. Digital Healthcare Services (Consultations & E-Prescriptions)

Completed Consultations: Refunds will not be issued for completed consultations. Once a doctor or provider consultation is completed, it is considered a fulfilled service, and no refund will be provided.

Cancellations Before Provider Contact: If you cancel a service before the healthcare provider has contacted you, a full refund will be issued.

Cancellations After Agreement on Time: If the service is canceled after the user and provider have agreed on a scheduled time, a partial refund will be issued. A 10% deduction will be applied to the service fees.

2. Physical Products (Dofody Store Supplements & Wellness Items)

Because our physical products are consumable health supplements, we adhere to strict hygiene and safety protocols.

Non-Returnable Items: Due to the consumable nature of whey protein, vitamins, and supplements, all physical products are strictly non-returnable and non-exchangeable once delivered. We do not accept returns for opened or used products, or for reasons such as dislike of taste or flavor.

Exceptions (Damaged, Tampered, or Incorrect Items): We will only process a return, replacement, or refund if you receive a product that is damaged in transit, has a broken seal upon arrival, or is completely different from what you ordered.

The Unboxing Video Requirement: To claim a refund or replacement for a damaged or incorrect physical item, you must provide a clear, unedited unboxing video.

  • The video must show the sealed package being opened and clearly display the defect or incorrect item.

  • You must notify our support team and share the video and images of the invoice within 24 hours of delivery. Claims without an unboxing video will not be accepted.

  • Please do not accept the package from the courier if the outer corrugated box is visibly crushed, torn, or tampered with.

Cancellation of Physical Orders: Physical product orders can only be canceled for a full refund if they have not yet been dispatched from our clinic. Once an order has been handed over to our courier partners (shipped), it cannot be canceled.

Return to Origin (RTO) / Refused Deliveries: If an order is returned to us because the customer provided an incorrect address, was unreachable, or refused to accept the delivery at the doorstep, the forward and return shipping charges will be deducted from the final refund amount.

3. Refund Processing Time & Payment Methods

Processing Timeline: For virtual services, refunds will be processed within 5 to 7 business days after the approval of your request. For physical products, refunds or replacements will be processed within 5 to 7 business days after the damaged item has been picked up, returned to us, and successfully inspected.

Payment Methods:

  • UPI Payments: Payments made through Google Pay, PhonePe, and other UPI apps will be refunded directly to the user’s bank account. The user may be required to provide their bank account details for processing.

  • Credit/Debit Cards & Net Banking: Refunds will be credited back to the original source of payment.

  • Please note that the actual time it takes for the refund to reflect in your account depends heavily on the third-party payment gateways and your bank. We appreciate your patience during this process.

4. Disputes and Complaints

Refunds will only be issued after a thorough investigation by our team to ensure fairness and quality. We are here to assist you and resolve any issues promptly.

For any disputes, cancellations, or complaints regarding refunds:

  • For Telemedicine & Consultations: Contact our Medical Support Team via Phone or WhatsApp at +91 81007 71199.

  • For Dofody Store Physical Orders: Contact our Dispatch Support Team via WhatsApp at +91 8547084840.

This refund policy is designed to provide transparency and fairness while ensuring that our services and products meet the highest clinical standards. Thank you for choosing Dofody Solutions Private Limited for your healthcare needs.