Last updated: 12 October 2026
This policy applies to services booked through cupidclinics.com and provided by Shedvin Health Tech Care Private Limited (“Cupid Clinics”, “we”, “us”). It is intended to be fair to patients and clear about what happens when plans change.
1. Doctor consultations
Cancelling: You can cancel a consultation up to 24 hours before your appointment for a full refund.
Rescheduling: You can reschedule a consultation once, free of charge, if you tell us at least 4 hours before your appointment.
Missed appointments: If you miss your appointment without telling us beforehand, the consultation fee is not refundable.
All consultation types: These rules apply to online and in-clinic consultations, PEP/PrEP consultations and NRI consultations.
2. Lab tests
Before your sample is collected: You can cancel up to 24 hours before your scheduled collection for a full refund.
After your sample is collected: Once your sample has been collected, the test fee is not refundable, because the sample is processed by the laboratory straight away.
Home sample collection: If you cancel less than 24 hours before a home collection, or you are not available when our sample collector arrives, we will offer you one free rescheduled visit. A second missed visit is not refundable.
If your sample cannot be tested: If the laboratory cannot process your sample for any reason, such as the sample being damaged or insufficient, we will collect a new sample free of charge. If you prefer not to give a new sample, we will give you a full refund.
If you have concerns about your result: If you believe there may be an error in your report, contact us. Our doctor will review your report with you, and where there is a reasonable concern about the result, we will arrange a retest free of charge.
3. If we cancel
If we have to cancel or cannot provide a service you have paid for, you will receive a full refund, or, if you prefer, a rescheduled appointment at no extra cost.
4. How to request a refund
Email info@cupidclinics.com or call +91 95912 52505 with your name, booking or order number, and the reason for your request. You don’t need to send any other documents for a simple cancellation.
5. How refunds are paid
Approved refunds are made to your original payment method within 7 working days of approval. Your bank may take a few additional days to show the amount in your account.
6. Questions and complaints
If you are unhappy with how your refund request was handled, contact our Grievance Officer:
Dr. Durgashree Shetty
Email: drshettyceo@cupidclinics.com
Phone: +91 77956 18620
This policy does not affect your rights under the Consumer Protection Act, 2019.