Payment & Refund Policy

This policy explains how payments are collected, how cancellations are handled, and when and how refunds are issued on the Nectar Plus platform. All transactions are processed securely through the Razorpay payment gateway. By booking a consultation, you agree to the terms set out below.

Last updated: June 2026

1.1 Consultation Bookings. The full consultation fee displayed on the practitioner's profile must be paid online at the time of booking. Your appointment is confirmed only after the payment is successfully captured by our payment gateway. Nectar Plus does not accept cash payments for online appointments.

1.2 Digital Add-ons (Chat Extensions). Optional digital add-ons — such as a 7-day post-consultation chat extension (currently priced at ₹99) — are charged separately at the time of purchase. An add-on is considered activated the moment you send your first message after purchase is confirmed. Once activated, digital add-ons are non-refundable.

1.3 Platform Service Fee. Nectar Plus charges a platform service fee on every completed consultation. The standard rate is 29.50% of the consultation fee (comprising a 25.00% base service fee plus 18% GST on the service fee). Some practitioners operate under individually negotiated rates approved at the time of onboarding. The net amount payable to the practitioner is the consultation fee less the applicable platform service fee.

Razorpay charges a processing fee on each transaction. This fee varies by the payment method you choose and is not collected by Nectar Plus — it is retained by the payment gateway. The applicable rates are:

Gateway fees are charged by Razorpay and are subject to change without prior notice. Nectar Plus does not profit from these fees.

Refunds are processed to the original payment method used at the time of booking. The amount refunded depends on who cancels and how far in advance the cancellation is made.

3.1 Patient-Initiated Cancellations. If you cancel a booked appointment, the following tiers apply based on the time remaining before the scheduled start of the appointment:

Note: If you paid via UPI, no gateway fee is deducted since UPI has zero transaction costs.

3.2 Practitioner or Clinic-Initiated Cancellations. If the practitioner or their clinic cancels your appointment for any reason, you receive a 100% full refund of the consultation fee paid — including no deduction for gateway fees. The gateway fee is recovered as a penalty from the practitioner's account. Cancellation SMS and email notifications will be sent to you promptly.

3.3 Administrative or Platform Cancellations. If Nectar Plus cancels an appointment due to a technical failure, platform error, or administrative decision, you will receive a 100% full refund. All fees, including gateway charges, are absorbed by Nectar Plus.

3.4 Disputed or Incomplete Consultations. If a consultation is disrupted due to a verified technical fault on the practitioner's side (e.g., doctor disconnects mid-call and does not reconnect within a reasonable time), you may raise a dispute within 24 hours of the scheduled appointment via our support team at [email protected]. Each dispute is reviewed individually. If the disruption is verified, you will be offered:

• A free rebooking with the same or another available practitioner, or
• A full refund to the original payment method.

No refunds are issued for patient-side connectivity failures (e.g., poor internet on the patient's end).

Once a refund is approved and initiated by Nectar Plus, processing time depends on the payment method used during the original transaction. The timeline is controlled by Razorpay and the respective bank or wallet provider — Nectar Plus has no ability to expedite these timelines.

Business days exclude weekends and public bank holidays. If you have not received your refund after the maximum period listed above, please contact us at [email protected] with your booking ID.

Instant Wallet Credit (Optional). Instead of waiting for a bank refund, eligible patients may choose to receive the refund amount instantly as Nectar Plus Wallet Credit. Wallet credits can be applied towards any future consultation on the platform. To opt for wallet credit, select this option when submitting your cancellation or dispute request. Wallet credits are non-transferable and cannot be withdrawn as cash.

All financial data processing on the Nectar Plus platform is governed by applicable Indian law, including:

• The Information Technology Act, 2000 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 (SPI Rules, 2011)
• The Digital Personal Data Protection (DPDP) Act, 2023, which is the primary data protection law governing how we collect, process, and store your personal financial data
• Reserve Bank of India (RBI) guidelines on digital payments and payment aggregators

Your sensitive financial data — including card numbers, bank account details, and UPI handles — is never stored on Nectar Plus servers. All payment data is handled exclusively by Razorpay, a PCI-DSS Level 1 certified payment aggregator regulated under RBI guidelines. For any data-related requests (access, correction, deletion), please write to us at [email protected].

This policy is subject to change. In the event of any material changes, we will notify registered users via email or an in-app notification at least 7 days prior to the change taking effect.