Refund & Cancellation Policy

Refund & Cancellation Policy · Version 1.0 · Prepared 10 September 2026 · Effective 1 September 2026. Oncology Mitra is operated by ZTS Global Ventures Private Limited (CIN U62090UP2026PTC247240 · GSTIN 09AADCZ0004D1ZU), E-1190, E Block, Rajajipuram, Lucknow, Uttar Pradesh 226017.

1. The terms shown before you pay govern

Fees, what is included, cancellation and no-show rules and refund conditions are always displayed before you book a session or enrol in a programme. Those displayed terms, this Policy and applicable law together determine your entitlement. If anything is unclear, ask before paying — we would rather answer a question than process a refund.

2. Support programmes

Mitra Pratham, Mitra Shakti and Mitra Sampoorna are one-time programme fees for a fixed period. They are not recurring charges and do not renew.

• You may withdraw from a programme at any time by telling us in the app or by email.
• The programme fee is not refunded on withdrawal, except where required by law or where we have failed to provide the programme's core inclusions.
• Sessions inside a programme follow the session rules in section 3 — rescheduling, no-shows, provider cancellations and interrupted sessions are handled exactly as for individual sessions.
• If we withdraw a programme or materially reduce what it includes, you may leave it and receive a pro-rata refund for the unused period.
• The specific terms for your programme are confirmed in writing before enrolment and take precedence over this summary.

3. Individual sessions

Where a session is booked and paid separately:

• Cancelling in advance — cancel at least 24 hours before the session for a full refund or free rescheduling.
• Late cancellation — cancellations inside 24 hours may be charged in full, as shown at booking, because the Provider's time has been reserved.
• No-show — if you do not join within 15 minutes of the start time without notice, the session is treated as a no-show and may be charged in full.
• Provider cancellation or no-show — if your Provider cancels or does not attend, you receive a full refund or free rescheduling, your choice.

4. Interrupted or incomplete sessions

Remote sessions depend on connectivity. If a session fails, drops repeatedly or cannot be completed for a reason outside your control, tell us within 48 hours through the app or at support@oncologymitra.com. We will review the technical record with the Provider and offer a reschedule, a partial or full refund, or credit, according to what actually happened. Attendance and connection records are kept truthfully and are never fabricated.

5. The consultation-end code

At the end of a session you may be asked to share a completion code. This records only that the Platform's completion step has occurred. Sharing the code does not mean you are satisfied, that the service succeeded, or that you have waived any complaint or refund right. No Provider may ask for it before the session or pressure you to share it. If a completion record is wrong, report it and we will correct it.

6. Nutrition plans and other deliverables

A completed consultation may be followed by a preparation period before a nutrition plan is published. A plan is not treated as delivered while it is shown as preparing. If a plan included in your service is not delivered within the time your Provider stated, you may request a refund of the relevant fee or a replacement plan.

7. How refunds are processed

Approved refunds are returned to the original payment method through our payment provider, normally within 5–7 working days of approval; your bank or card issuer may take longer to show it. Where a refund cannot be returned to the original method, we will agree an alternative with you. Any applicable taxes are refunded in proportion.

8. Your statutory rights

Nothing in this Policy limits your rights under the Consumer Protection Act, 2019 or other applicable law. Where the law requires a refund, we provide it regardless of how costs are allocated internally between the Company and a Provider — an internal dispute never delays a remedy you are owed.

9. Disputes about a refund

If you disagree with a refund decision, raise it with our Grievance Officer. You may also approach a consumer forum at any time.