OPDUX

Refund & Cancellation Policy

This cancellation and refund policy outlines how you can cancel or seek a refund for a service that you have purchased through the OPDUX Platform operated by ILM UX Pvt. Ltd.

Please read this policy carefully before booking any appointment or availing any service on our Platform.

Appointment Cancellation Policy

1. Cancellation Window

Cancellations will only be considered if the request is made within 24 hours of placing the order OR at least 1 hour before the scheduled appointment time, whichever comes first.

Example: If you book an appointment for tomorrow at 10:00 AM, you can cancel it anytime within 24 hours of booking. However, if you book an appointment for today at 3:00 PM at 2:30 PM, you cannot cancel it as it's within 1 hour of the appointment time.

2. Cancellation Restrictions

Cancellation requests may not be entertained if:

  • The appointment is scheduled within 1 hour from the current time
  • The doctor or healthcare provider has already initiated preparation for the consultation
  • The appointment time has passed or is currently in progress
  • The consultation has already been completed

3. Emergency Cancellations

In case of genuine emergencies or unforeseen circumstances, please contact our customer support team immediately. We will review such cases on a case-by-case basis and may offer alternative solutions such as rescheduling or partial refunds.

Refund Policy

1. Refund Eligibility

Refunds are processed based on the following conditions:

Full Refund (100%)

  • Cancellation made more than 24 hours before the appointment
  • Doctor cancels or is unavailable for the scheduled appointment
  • Technical issues from our platform prevent the consultation
  • Service quality issues verified by our team

Partial Refund (50%)

  • Cancellation made between 1-24 hours before the appointment
  • Patient requests rescheduling after the cancellation window

No Refund (0%)

  • Cancellation made less than 1 hour before the appointment
  • Patient does not show up for the appointment (No-show)
  • Patient cancels after the consultation has started
  • Consultation completed successfully

2. Service Quality Issues

In case of complaints regarding service quality, technical issues during teleconsultation, or any other concerns, please report to our customer service team within 24 hours of the appointment. The request will be reviewed by our team, and appropriate action will be taken including refunds or rescheduling as deemed fit.

3. Refund Processing Time

In case of any refunds approved by OPDUX, it will take 7 business days for the refund to be processed to your original payment method. The actual credit to your account may take additional time depending on your bank or payment provider.

4. Refund Method

All refunds will be processed to the original payment method used during booking. We do not provide refunds in cash or to alternative payment methods.

Rescheduling Policy

Patients can reschedule their appointments free of charge if the request is made at least 1 hour before the scheduled appointment time. Rescheduling requests made within 1 hour of the appointment may be subject to availability and may incur additional charges.

Doctor Cancellations

If a doctor cancels an appointment or is unavailable at the scheduled time, patients will receive a full refund or can choose to reschedule with the same or another available doctor at no additional cost.

How to Request Cancellation or Refund

Through the Platform:

  1. Log in to your OPDUX account
  2. Go to "My Appointments"
  3. Select the appointment you wish to cancel
  4. Click on "Cancel Appointment"
  5. Provide a reason for cancellation
  6. Submit your request

Contact Customer Support:

If you face any issues with online cancellation or have special circumstances, please contact our customer support team:

Phone: +91-22-27782776

Email: enquiry@ilmux.com

Customer support is available Monday to Saturday, 9:00 AM to 6:00 PM IST

Important Notes

  • All refund requests are subject to verification and approval by OPDUX
  • Refund policies may vary for special promotional offers or packages
  • OPDUX reserves the right to modify this policy at any time without prior notice
  • In case of disputes, the decision of OPDUX management shall be final and binding
  • This policy is subject to the Terms & Conditions of the platform

Contact Us

For any queries or concerns regarding cancellations and refunds, please contact us:

Company: ILM UX Pvt. Ltd.

Address: 707, Rupa Solitaire, Millennium Business Park, Mahape, Navi Mumbai, Maharashtra 400710

Phone: +91-22-27782776

Email: enquiry@ilmux.com

Last Updated: 10/1/2026