Refund & Cancellation

Last updated: 12 June 2026

ALTRcare wants you to start care with confidence. This policy explains when you can cancel and what is refundable. It is written to be fair to you while reflecting that prescription medication, once dispatched, cannot be returned.

In this policy, “ALTRcare”, “we”, and “us” refer to the ALTRcare program; “you” refers to the person purchasing a consultation or plan.

1. Consultation fee

The initial doctor consultation is currently free of charge. Where ALTRcare charges a consultation fee, that fee is non-refundable once the consultation has been booked, including if you choose not to proceed after the call or if the doctor decides treatment is not appropriate for you — it pays for a registered medical practitioner's time, which is delivered whether or not treatment follows. Any consultation fee is credited in full against any ALTRcare plan you purchase, and is refunded in full if ALTRcare cancels your consultation without offering a replacement appointment.

Sections 2 onward apply to plan and medication payments, not to any consultation fee.

2. Before your medication is dispatched

If you have paid for a plan but no medication has been shipped yet, you are entitled to a full refund. This includes situations where:

• You change your mind after paying but before your first shipment.
• You complete payment, but decide not to proceed after your doctor consultation.

To request this, contact us before your first shipment is dispatched and we will refund the full amount paid.

3. If the doctor does not prescribe

ALTRcare is doctor-led. After you pay, you have a consultation with a registered medical practitioner who decides whether treatment is clinically appropriate for you.

If the doctor decides not to prescribe, you receive a full refund of any plan or medication amount paid. Any consultation fee paid covers the doctor's time and is not refunded (see Section 1). Payment never obligates a doctor to prescribe, and you are never charged for medication you are not prescribed.

4. 48-hour cooling-off period

You may cancel a plan within 48 hours of the plan payment for a full refund of the plan amount, provided medication has not yet been dispatched. Any consultation fee is outside this cooling-off period (see Section 1). If medication has already been dispatched within this window, Section 6 applies.

5. After medication is dispatched

Once a prescription medication has been dispatched to you, that medication cannot be returned or refunded. This is a safety and regulatory requirement: dispensed prescription medicines cannot be re-sold or re-used, regardless of whether the package has been opened.

6. Cancelling a multi-month plan partway through

You can cancel your plan at any time. There is no lock-in.

If you cancel a 3-month or 6-month plan after it has started, we calculate your refund as follows:

• Medication cycles already dispatched are charged at our standard monthly rate (₹3,999 per cycle on Standard Care, ₹5,999 on Premium Care; tirzepatide ₹13,999 and ₹17,999 respectively), not the discounted plan rate.
• Any services already delivered (for example, a doctor consultation, or an add-on blood panel you purchased and had collected) are deducted at their standard value.
• The remaining balance is refunded to your original payment method.

In plain terms: multi-month plans are discounted as a reward for committing to the full duration. If you cancel early, the discount on the cycles you actually used is unwound, and everything not yet delivered is refunded. You are never charged for cycles or services you did not receive.

7. How to request a refund or cancellation

Contact us on WhatsApp or by email (details on our Contact page) with your registered name and order details. We aim to acknowledge requests within 2 business days and process approved refunds to your original payment method within 7–10 business days, subject to your bank or payment provider's timelines.

7. Damaged or incorrect deliveries

If your medication arrives damaged, tampered with, or temperature-compromised, do not use it. Contact us immediately and we will arrange a free replacement at no cost to you. See our Shipping & Delivery Policy for details.

8. Changes to this policy

We may update this policy from time to time. The version in effect at the time of your purchase applies to that purchase.