Cancellation & Refund Policy

This policy explains when a Kayo Physio booking or care-plan session can be cancelled or moved, when you get your money back, and how the refund reaches you. It is part of our Terms of Service.

At a glance

Cancelling a booking

• You or your therapist can cancel a confirmed booking from the app or the website, up to 1 hour before the visit. Inside that hour the visit is committed and can't be cancelled in the app; if something has gone wrong, contact us.
• A visit that has already taken place can't be cancelled. If there was a problem with it, report it from the booking, or mark a no-show if your therapist didn't come, and our team will review it.
• When you cancel, you give us a UPI ID or a UPI-linked phone number for the refund. If your therapist or our team cancels, we ask you for one afterwards in the app.

Rescheduling

A booking can be moved to another free slot up to two times in total — you and your therapist share that allowance — and not within 1 hour of the visit. Rescheduling is free. Care-plan sessions aren't moved; they are cancelled (free, up to 1 hour before) and your therapist adds a new one.

No-shows and disputes

From 30 minutes after the start time, you can mark that your therapist didn't turn up. That stops the visit from settling and sends it to our team, who look at what both of you report and either refund your booking fee in full or, if the visit did happen, settle it as completed. The same review applies when a therapist reports that the patient wasn't there.

If neither of you marks a visit, it is treated as completed 24 hours after it ends — so please report a problem before then.

Care-plan session fees

Session fees are only charged after a session has taken place and you and your therapist have both marked it completed, so there is nothing to refund when a session is cancelled. If you believe you paid for a session that didn't happen, report it from the session in the app or write to us; if our team finds it didn't take place, we refund the fee by UPI transfer within 7 working days of confirming it with you. Fees paid to a therapist in cash are settled between you and the therapist.

How and when refunds are paid

• Refunds are paid by our team by UPI transfer to the UPI ID or phone number you gave us — not automatically back to the card or account you paid from.
• We pay every approved refund within 7 working days of receiving your payout details.
• You can follow each refund under Refunds in the app or on the website, including the payment reference once it is sent.
• The full booking fee is refunded; nothing is deducted. If the refund doesn't arrive within the time above, contact us at kayohomecare@gmail.com or +91 95283 47271.

Questions and complaints

Contact our support team first. If you are not satisfied with the answer, write to our Grievance Officer, who acknowledges every complaint within 24 hours and resolves it within 15 days.