Last updated: 13 July 2026
This policy explains what happens if you book and pay online for a confirmed appointment and then do not attend. To avoid a no-show charge, cancel or reschedule within the window in our Cancellation & Rescheduling Policy.
1. What Counts as a No-Show
A "no-show" is when you have a confirmed, paid appointment and you do not attend the clinic visit, or do not join the scheduled video consultation within the grace period, and you did not cancel in time.
2. How Your Payment Is Handled
For a confirmed, paid appointment marked as a no-show:
- 75% of the amount paid is retained as a no-show charge and is non-refundable.
- 25% of the amount paid is refunded to your HelloDr wallet (not to your bank/card).
Of the 75% no-show charge: 50% of the amount paid goes to the doctor as compensation for the reserved time, and 25% of the amount paid is retained by HelloDr for platform and operational costs.
3. Example
On a Rs 1,000 paid appointment: Rs 750 is the no-show charge (Rs 500 to the doctor, Rs 250 to HelloDr) and Rs 250 is refunded to your HelloDr wallet.
4. When a No-Show Is Not Applied
You are not treated as a no-show if the doctor was unavailable or significantly late, if a genuine platform failure prevented the consultation, or if you cancelled/rescheduled within the allowed window. In those cases the Refund Policy applies.
5. How No-Shows Are Confirmed
An appointment is marked as a no-show only after the Provider confirms non-attendance. If you believe a no-show was recorded in error, contact us within 3 business days and we will review it.
6. Changes to This Policy
We may update this policy; the version shown at the time of your booking applies.
7. Contact Us
Think a no-show was marked in error? Visit Help Center or email [email protected].
