This Refund & Cancellation Policy applies to payments made to “PHL Pharmacy” and “PHL Clinic”, operated by PHL Healthcare Alliances, a part of PHL Group Corp (collectively, “PHL”, “we”, “us” or “our”), for doctor consultations (OPD appointments), lab tests, medicines and related services booked or ordered through our website or at our facility. Online payments on our website are processed securely through our authorised payment gateway partner.
You may cancel or reschedule a booked consultation by calling us at 99113 03040 before your scheduled appointment time. If you cancel before the scheduled appointment time, you are eligible for a full refund of the consultation fee paid online. If you do not attend the appointment without prior cancellation (no-show), the fee is not refundable. If a consultation is cancelled by PHL — for example, if the doctor becomes unavailable — you may choose either a free rescheduled appointment or a full refund.
A lab-test booking paid for online may be cancelled for a full refund at any time before the sample is collected. Once the sample has been collected or the test has been processed, the payment is not refundable.
In accordance with applicable pharmacy regulations, medicines once sold, dispensed or delivered cannot be returned or exchanged, except where the item delivered is incorrect, damaged, or past its expiry date at the time of delivery. In such cases, please inform us within 48 hours of delivery with your order details; after verification we will provide a replacement or a full refund of the affected items. An order may be cancelled for a full refund at any time before it has been dispatched or dispensed.
If an amount is debited from your account but your booking or order is not confirmed (a failed transaction), the amount is refunded in full. Duplicate payments made for the same booking or order, and any amount collected in excess of the payable amount, are also refunded in full once identified or reported.
Approved refunds are initiated within 3 business days of the cancellation or refund request being confirmed. Refunds are always made to the original payment method (the same card, UPI ID, bank account or wallet used for the payment) through our payment gateway. Once initiated, the amount is typically credited within 5–7 business days, depending on your bank or card issuer. We do not issue cash refunds for payments made online.
To request a cancellation or refund, call us at 99113 03040 or visit us at Goilundi Square, Brahmapur, 04, with your booking or order reference and the transaction details of your payment. We will acknowledge your request and keep you informed of its status until the refund is completed.
We may update this Refund & Cancellation Policy from time to time. The version published on this page at the time of your payment applies to that payment.
