At DoctorQueue, we strive to provide a seamless and efficient appointment booking experience for both Patients and Practitioners. To ensure fairness, prevent misuse, and optimize the availability of consultation slots, we have established a structured Booking, Cancellation, and Refund Policy. This policy outlines the guidelines for scheduling, modifying, canceling, and refunding appointments booked through the DoctorQueue mobile application, hospital administration, or customer support.

By booking an appointment via DoctorQueue, Users agree to adhere to the terms outlined in this policy. These measures are designed to maintain a reliable and organized appointment system, reduce last-minute cancellations, and ensure better access to healthcare for all Users.

1. Appointment Booking.

Users have multiple options to schedule an appointment with a Practitioner through DoctorQueue:

1. a) Through the DoctorQueue mobile application, where they can browse available Practitioners and book appointments conveniently.

3.4.1 DoctorQueue strives to ensure that Users receive a confirmed appointment when booking through the platform. However, DoctorQueue bears no responsibility if the appointment is later canceled by the Practitioner or if the Practitioner becomes unavailable at the scheduled time.

3.4.2 The search results displayed on the Website for Practitioners are solely based on system algorithms and should not be considered as an endorsement by DoctorQueue. Users who choose to consult a Practitioner do so at their own discretion and risk.

3.4.4 DoctorQueue functions solely as a platform facilitating appointment scheduling and does not provide medical services, healthcare advice, or diagnoses. Therefore, DoctorQueue is not liable for:

• Any discussions, consultations, or disputes that arise between the User and the Practitioner.
• The competence, intention, or ability of the Practitioner to fulfill their professional duties towards the User.
• Any incorrect prescriptions, inadequate treatment, or medical negligence on the part of the Practitioner.
• Any inconvenience, mistreatment, or dissatisfaction resulting from the Practitioner’s failure to deliver expected healthcare services.
• Any misconduct or unprofessional behavior exhibited by the Practitioner or their support staff.

3.4.5 Users are encouraged to share their feedback regarding their consultation experiences. However, any reviews or feedback must comply with applicable laws and guidelines. While DoctorQueue values User input, it is not obligated to act upon such feedback, including requests for removing a Practitioner from the platform.

1. b) Users may also visit the hospital in person and request the hospital administration to book an appointment on their behalf.
2. c) Alternatively, Users can contact DoctorQueue’s support team, who will facilitate the appointment booking process.

2. Token Modification.

• Users can modify their booked token number once free of cost, subject to availability.
• Modifications are only allowed for rescheduling within the same doctor’s appointment slots, provided there are open slots or tokens available.
• If no slots are available for modification, users must book a new token.
• The modified token number will be confirmed instantly upon approval.

3. Cancellation, Refund, and No-Show Policy

At DoctorQueue, we are committed to providing a smooth and efficient appointment booking experience. To ensure fair usage and prevent misuse, the following Cancellation, Refund, and No-Show Policy applies:

3.1 Free Appointment Booking

• Users can book appointments at no cost through the DoctorQueue platform.
• There are no upfront charges for scheduling an appointment.

3.2 Appointment Cancellation Policy

• Users can cancel up to three (3) appointments per calendar month free of charge.
• Cancellations can be made through the DoctorQueue mobile app or by contacting customer support.
• From the 4th cancellation onwards within the same calendar month, a penalty fee of ₹100 per cancellation will be deducted from the User’s account balance.

3.3 No-Show Policy

• If a User fails to show up for a booked appointment without canceling it in advance or informing customer support, it will be marked as a No-Show.
• A No-Show will be considered equivalent to a cancellation and will count towards the three free cancellations allowed per month.
• If a User exceeds the allowed three (3) cancellations/No-Shows within a calendar month, the penalty rules (outlined in 3.5.4) will apply.

3.4 Penalty and Account Balance Requirement

• Once a User reaches three (3) cancellations or No-Shows in a calendar month, they must pay ₹200 to activate their account for further bookings.
• The ₹200 amount is credited to the User’s account balance and can be used for future penalties.
• From the 4th cancellation or No-Show onwards within the same calendar month, ₹100 will be deducted from the User’s account balance for each additional cancellation or No-Show.
• If the User’s account balance is depleted, they must recharge their account before booking new appointments.

3.5 Refund Policy

• The ₹200 account balance is non-refundable, but it will remain available for future penalty deductions.
• There are no refunds for penalty charges deducted due to excessive cancellations or No-Shows.

3.6 Exceptions & Support

• In cases of technical errors, such as duplicate bookings due to system glitches, genuine emergencies or unavoidable circumstances, Users may contact DoctorQueue customer support for a review of their case.
• If any modifications or cancellations occur due to unforeseen circumstances (e.g., doctor unavailability, clinic closures), affected users will be notified, and alternative solutions may be provided.
• DoctorQueue reserves the right to waive penalties in exceptional cases, at its sole discretion.

4. Contact Us

For any queries or support regarding cancellations and modifications, please contact us: Email: support@doctorqueue.com

By booking an appointment through DoctorQueue, Users agree to comply with this policy. This policy is designed to encourage responsible appointment management and reduce inconvenience for both Practitioners and other Users.