Cancellation and Refund Policy
Last updated: October 2026
This policy explains when you can cancel a plan or order, when refunds are given, and how they are paid. It applies to all purchases on the Raaz MD Platform, operated by Dunnwood Health Private Limited, and forms part of our Terms and Conditions.
1. Cancelling a plan or order
| When you cancel | What happens |
|---|---|
| Before your first shipment is dispatched | Full refund of the amount paid, less the fee for any consultation already completed and any blood tests already booked |
| After dispatch, before delivery | We will try to stop the shipment. If the package comes back to us sealed and unopened, we refund the amount paid less a 40% restocking charge, the fee for any consultation already completed, and any blood tests already booked. |
| After delivery | No cancellation or refund |
If a Doctor decides your plan is not suitable for you, we cancel it and refund 100% of the amount paid.
To cancel, contact us with your order ID (section 9). A cancellation takes effect when we confirm it.
2. No returns or exchanges after delivery
Once an order is delivered, it cannot be returned or exchanged, whether opened or unopened. Medicines and health products cannot be restocked once they leave our control, because we cannot verify how they were stored or whether the seal was disturbed.
3. Damaged, wrong or incomplete orders
If your order arrives damaged, tampered with, incomplete or with the wrong items:
- Do not accept a package that looks tampered with at the time of delivery.
- Report the problem within 7 days of delivery, with your order ID and photos of the package and its contents.
- After we verify the issue, we will replace the affected items or refund them.
This is a correction of a faulty delivery, not an exchange.
4. Consultations, rescheduling and missed appointments
Each plan, and each standalone consultation, comes with one shared allowance that covers both reschedules and missed consultations:
| Purchase | Reschedules or missed consultations allowed |
|---|---|
| 1-month plan | 1 |
| 2-month plan | 2 |
| 3-month plan | 3 |
| Standalone consultation | 1 |
- Reschedules beyond your allowance are charged at our standard consultation rate.
- If you miss a consultation after using your allowance, it counts as used and is not refunded.
- Completed consultations are not refundable, except as set out in section 1.
- If a Doctor or Raaz MD cancels or misses a consultation, we will reschedule it at no cost to you, and it does not count against your allowance.
5. Blood tests
Blood tests are paid to our partner laboratory at the time of booking, so they are non-refundable once booked, including if you cancel before sample collection. If the laboratory cannot collect your sample as scheduled, we will help you rebook.
6. Coaching and app access
Coaching and app access are part of your plan and are not refundable separately once the plan has started.
7. How refunds are paid
- Approved refunds are processed within 7 working days of approval, to the original payment method. Your bank or payment provider may take a few more days to show the credit.
- Cash on Delivery orders: refunds are paid by bank transfer or UPI to an account you give us. COD charges are not refundable once the order has been dispatched.
- EMI, cardless EMI and pay-later: the refund is paid to the lender or provider, not to you directly. They will close or adjust your loan under their own terms. Interest and fees they have already charged are governed by your agreement with them. Keep paying your instalments until the lender confirms the adjustment.
- Failed or duplicate payments: if money was deducted but your order was not confirmed, it is usually reversed automatically by the payment gateway within 5 to 7 working days. If it is not, contact us with the transaction details.
8. Price changes and renewals
Price changes apply to new purchases and renewals, not to plans or orders already paid for. Plans do not currently renew automatically. If we introduce auto-renewal, we will tell you clearly and ask for your consent before any recurring charge, and explain how to cancel it.
9. How to reach us
Email mail@raazmd.com or call +91 63648 30022, Monday to Friday, 10:00 am to 6:30 pm IST, except public holidays. Please include your order ID.
If you are not satisfied with how your request was handled, you can contact our Grievance Officer, Akash Kumar, at the same email and phone number. We acknowledge complaints within 24 hours and aim to resolve them within 15 days.