Last updated: Feb 24, 2026
This Refunds and Cancellation Policy outlines the procedures and terms under which BookLine Life ("BookLine") manages financial reversions for both Patients and Clinics using our WhatsApp Booking Platform.
BookLine facilitates prepaid appointments by routing payments directly to the designated Clinic. When a Patient pays for an appointment, the financial obligation and agreement for medical services is formed entirely between the Patient and the Clinic. BookLine functions solely as the technology orchestrator.
Once an appointment is successfully booked and paid for via the WhatsApp bot interface, Patients cannot cancel their booking or request a refund through the platform.
• No-Show Policy: If a patient fails to arrive at the Clinic when their token is called, the payment is forfeited in its entirety.
• Exceptional Cases: Any requests for rescheduling or refunds must be handled directly between the Patient and the Clinic administration outside of the BookLine platform.
If a Clinic or Doctor is indisposed, or the facility cancels a pre-booked calendar slot:
• Our automated system will broadcast a cancellation update to the patient's WhatsApp account seamlessly.
• A full, 100% refund is initiated in real-time instantly back to the original method of payment (UPI/Card/NetBanking).
• BookLine relinquishes its 5% fee in the event of forced clinic cancellations.
Refunds are processed systematically through our integrated payment processor, Razorpay.
• UPI Transactions: typically reflect within 24 to 48 hours.
• Credit & Debit Cards: traditionally take 5 to 7 working calendar days to reflect on banking statements.
BookLine bears no control over the exact banking hours of downstream credit reversals.
BookLine deducts a flat 5% commission fee on all patient appointments processed through the platform. This 5% fee is fully inclusive of Razorpay's payment gateway processing charges.
• Clinics receive exactly 95% of the patient's payment settled directly into their bank account on a T+1 to T+2 cycle.
• The 5% transactional commission processed on completed appointments is entirely non-refundable. Completed service execution (successful patient validation in the clinic) signifies final value transfer.
The BookLine bot issues real-time token numbers to act as strong positional estimates; it is algorithmic and can drift slightly depending on complex medical encounters happening inside the clinic. Refunds requested solely via assertions of high wait times post-arrival will be subject to manual review between BookLine and the Clinic's administrative staff.