1. Home-care cancellation
An eligible home-care booking may be cancelled before the service begins. Once a professional has started travel, arrived or begun work, cancellation may require support review and charges may apply for committed time or completed work.
2. Hourly Elder Care
Elder Care is reserved for a selected duration. Refund eligibility depends on notice, partner acceptance, travel and hours already delivered. Completed hours and approved expenses are not refundable.
3. Diagnostics cancellation
A diagnostics booking may be cancelled while eligible under its current status. After sample collection or test processing begins, affected tests may be non-cancellable. If the centre cannot perform a paid test, the unperformed eligible amount is reviewed for refund.
4. Doctor appointment cancellation and no-show
Appointment cancellation follows the hospital’s displayed rules. When the hospital collects the consultation fee directly, its refund process applies. A patient who does not attend may be marked no-show. Sevastu does not process a refund for an amount it did not collect.
5. Online payments
When Sevastu collected an eligible online payment, an approved refund is initiated to the original payment method. Gateway and bank processing usually takes 5–7 business days after initiation, but the bank may take longer. The transaction or refund reference will be recorded where supported.
6. Cash payments
If no cash was collected, the tracking record may state that a payment refund is not applicable. If cash was collected but service was not delivered, contact support with the booking number and collection proof for review.
7. Failed, pending or duplicate payments
If an amount is debited while the booking remains unpaid, allow time for gateway reconciliation. Verified duplicate captures or failed-booking captures are returned to the original method after confirmation.
8. Medicine and third-party expenses
A verified medicine purchase made at the customer’s request is a reimbursement to the professional. Medicines already purchased or supplied are generally non-refundable except where required by applicable law or accepted by the seller.
9. How to request help
Use in-app support or the Contact & Grievance page. Provide the booking reference, registered contact, reason and payment proof. Never share a UPI PIN, card OTP or banking password.
Last updated: 1 October 2026
This policy should be read with the other Sevastu policies and the service details displayed before booking.