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LEGAL

Refund policy

When you can cancel, when you get your money back, and how returns work for wrong, damaged or expired items.

Last updated 21 October 2026InstaMG Healthcare Private Limited
IN SHORT
  • Cancelling is free until a pharmacy accepts your order.
  • If no pharmacy accepts, or your prescription is rejected, we refund you automatically.
  • Wrong, damaged or expired items: report within 48 hours with photos.
  • Refunds go back to your original payment method, usually within 5–7 working days.

01Cancelling an order

Before a pharmacy accepts
Free. Cancel in the app and you get a full refund.
After a pharmacy accepts
Contact support. If the order hasn't been packed yet, we will try to cancel it with the pharmacy. Fees for work already done may not be refunded.
Out for delivery
The order can no longer be cancelled. If something is wrong when it arrives, see returns below.

02When we refund automatically

You don't need to ask for a refund in these cases. We start it as soon as it happens.

  • No pharmacy accepts your order. The order is cancelled and the full amount is refunded.
  • The pharmacist rejects your prescription. You get back what you paid for the medicines and fees on that order.
  • Some items are unavailable and you choose to remove them. The difference is refunded.
  • The final bill is lower than what you paid, for example after the pharmacy prices a prescription. The difference is refunded.
  • We or the pharmacy cancel the order for any reason not caused by you.

03Returns

For safety, medicines can't be returned once they have left the pharmacy, except when we got something wrong. We accept a return and refund the item if it is:

  • Wrong: a different medicine, strength, pack size or quantity from your approved bill.
  • Damaged: broken, leaking, or with a torn or tampered seal.
  • Expired: past its expiry date when delivered.

Report it in the app or on WhatsApp within 48 hours of delivery. Send clear photos of the item, its batch number and expiry date, and the invoice. Keep the item as delivered until we confirm. We may arrange a pickup, a replacement, or a refund.

We can't accept returns for medicines that have been opened or used, items you no longer need, or cold-chain items such as insulin and vaccines, unless they were wrong or damaged when delivered. Check cold-chain items at the door.

04Doctor consultation fees

  • If the doctor doesn't join, or the consultation is cancelled before it starts, the full fee is refunded.
  • If the call drops because of a problem on our side and can't be completed, we rebook it for free or refund the fee.
  • Once a consultation is completed, the fee is not refundable, including when the doctor decides not to prescribe.

05InstaMG Plus

If you were charged for Plus by mistake or twice, we refund the extra charge in full. Otherwise the membership fee is not refundable once it is active, and your benefits continue until the end of the term.

06How and when you get your money

Where it goes
Back to the payment method you used: your UPI account, card or bank account.
When we start it
As soon as the refund is approved. You'll see the status in the app.
When it reaches you
Usually within 5–7 working days, depending on your bank. UPI refunds are often faster.

Free deliveries, coupons and other offers have no cash value and are not refunded as money. If an order that used one is cancelled, we restore the offer where we can.

07Getting help

If a refund hasn't reached you after 7 working days, write to support@instamg.in or message us on WhatsApp (9 AM – 9 PM, every day) with your order ID. We'll share the bank reference so you can trace it.

Questions about this policy?
Write to us and a person from our team will reply. For complaints, see grievance redressal.
Email support@instamg.inWhatsApp