Pre-launch legal information: registered-office, CIN and grievance-officer details are not yet configured. They must be completed and these policies reviewed by qualified Indian legal and tax advisers before live commercial payments are enabled.

Cancellation & Refund Policy

When the 2% booking commission and Premium charges are eligible for refund.

1. What this policy covers

This Policy covers the online PharmaDeal booking commission for manufacturer-specific orders and the ₹500 Premium charge. It does not govern the return value or offline balance paid directly to a manufacturer, which the manufacturer and wholesaler must resolve under their sale terms and applicable law.

2. Unpaid and expired orders

Stock is reserved for 15 minutes. If the commission is not successfully verified before expiry, the order may be cancelled automatically and the reservation released. Because no successful commission payment was recorded, no refund is due. A bank debit that is not reflected as captured in PharmaDeal should be reported with the gateway payment reference for reconciliation; do not place repeated payments while the status is uncertain.

3. When the booking commission is refundable

The full booking commission for the affected manufacturer-specific order is eligible for refund when:

• the manufacturer rejects the order after the commission was captured;
• the wholesaler cancels while the app still permits cancellation and the commission was captured;
• a payment completes after its stock reservation expired or after the order had already closed;
• PharmaDeal approves a refund following a verified failed fulfilment, duplicate capture or technical/payment error; or
• applicable law requires the refund.

A mixed-manufacturer cart creates independent orders. A refund for one order does not automatically cancel or refund another manufacturer’s order.

4. When it is not automatically refundable

The booking commission is not automatically refundable solely because a user changes their mind after manufacturer processing begins; delivery is delayed for reasons outside PharmaDeal’s control; parties dispute an offline balance; the wholesaler supplied an incorrect address or licence; or the complaint concerns product quality, shortage, damage, recall or return that has not yet been verified. PharmaDeal may review evidence and applicable law before deciding whether a commission refund is due.

5. Product returns and offline money

Medicines and pharmaceutical products may be subject to strict storage, expiry, recall and return restrictions. Do not return goods without the manufacturer’s instructions. The manufacturer is responsible for accepting or rejecting a product return and returning any offline amount it received. PharmaDeal can record and support the dispute but cannot reverse money it never collected.

6. Refund process

1. Open a support ticket from the relevant order or email support from the registered account.
2. Provide the order number, issue, payment reference and non-sensitive evidence. Never send a password, OTP, UPI PIN, CVV or full card/bank credential.
3. If eligible, PharmaDeal submits the refund to Razorpay against the original payment and shows refund pending, refunded or refund failed.
4. The amount is returned to the original payment method. Razorpay and the issuing bank determine the final credit time. A failed refund is reconciled or retried safely; a database status alone is not treated as proof of bank credit.

7. Premium refunds

Premium provides exactly 30 days of access after successful activation and is normally non-refundable once activated. A full refund may be approved only for a duplicate charge, successful charge without activation, or a verified technical billing error. Loss of access caused by account suspension for breach, device incompatibility disclosed before purchase, or unused time does not by itself create a refund right, except where law requires otherwise.

8. Chargebacks and abuse

Contact support before raising a chargeback so payment status can be reconciled. Fraudulent refund requests, altered evidence, duplicate claims or chargeback abuse may result in suspension and recovery action. Legitimate statutory and banking rights are not restricted.