Refund Policy

Overview

This Refund Policy explains how cancellations and refunds work for orders placed through Namma MedMate Services operated by Medmate India Technology Private Limited. It should be read with our Terms and Conditions.

For help with a specific order, email support@nammamedmate.com with your order reference, registered phone number, and a short description of the issue.

When you can cancel

You may request cancellation before the pharmacy has started preparing or dispatching your order. Once packing or delivery has begun, cancellation may no longer be possible.

If an item is unavailable, the prescription cannot be verified, or delivery cannot be completed for reasons outside your control, we will work with the fulfilling pharmacy to cancel or adjust the order and process any refund due.

Refund eligibility

Refunds are typically available when: payment was collected for an order that is cancelled before fulfilment; items are missing, incorrect, damaged, or expired on delivery (reported promptly with evidence where requested); or a failed delivery is confirmed and the medicines are returned to the pharmacy.

Refunds are generally not available for successfully delivered orders that match the prescription or cart, for change-of-mind after dispatch where medicines cannot be restocked safely, or where applicable law or pharmacy regulations restrict return of certain medicines (including many prescription and temperature-sensitive items).

How refunds are processed

Approved refunds are initiated to the original payment method where possible. Timing depends on the payment provider and your bank; please allow several business days after we confirm the refund.

Partial refunds may apply when only some items in an order are cancelled, unavailable, or eligible for return.

Delivery and convenience fees

Any delivery or convenience fee shown at checkout is refunded when the entire paid order is cancelled before fulfilment or fails for reasons not attributable to you. Fees may be non-refundable if a delivery attempt was completed as requested and the order was refused without a valid quality or fulfilment issue.

Pharmacy partners

Medicines are dispensed by licensed neighbourhood pharmacies. Some refund decisions depend on the fulfilling pharmacy’s stock handling and regulatory constraints. Namma MedMate coordinates support and payment reversal where the network confirms eligibility.

How to raise a request

Email support@nammamedmate.com or use in-app support (where available). Include order ID, date, pharmacy name if known, and photos for damaged, incorrect, or quality issues.

We aim to acknowledge refund requests promptly and will tell you the outcome once the pharmacy and payment status are checked.

Changes

We may update this Refund Policy from time to time. The “Last updated” date will change when we do. Continued use of the Services after an update means you accept the revised policy.