Cancellation & Refunds

Cancellation & Refund Policy

How cancellations, returns, and refunds work across SHELY Billing subscriptions, SHELY Store orders, and SHELY Schedule appointments. Written plainly, India first.

Last updated: May 2026 6 min read

The short version

SHELY is pre-launch for paid services. This policy applies as and when each paid service starts processing real transactions.

Cancel any subscription anytime from your billing settings.
7-day returns on eligible products in SHELY Store.
Cancel or reschedule appointments before the provider's cut-off.
Approved refunds go back to your original payment method.
Disagree with an outcome? Use the grievance path below.

Scope of this policy

What you get

One policy covering subscriptions, marketplace orders, and appointments.
Plain-language rules written for India first.
A clear path to raise a complaint if something goes wrong.
Updates published here whenever the policy changes.
No hidden cancellation traps or surprise charges.

How it works

Recurring plans are handled by SHELY Billing.
Physical and digital marketplace orders are handled by SHELY Store.
Consultations and visits are handled by SHELY Schedule.
Where a partner provider sets its own terms, those are shown at checkout.
This policy applies as and when each paid service goes live.

Good to know

SHELY is pre-launch for paid services. This policy describes how cancellations and refunds will work once Billing, Store, and Schedule begin processing real transactions.

Cancelling a subscription

What you get

Cancel any active SHELY subscription at any time.
Self-serve cancellation from your account billing settings.
Access continues until the end of the period you have already paid for.
A confirmation email once your cancellation is recorded.
No obligation to give a reason for cancelling.

How it works

Go to Account > Billing and choose Cancel plan, or email billing support.
Cancelling stops the next renewal; it does not delete your account.
Free trials, where offered, can be cancelled before they convert to paid.
Annual plans stay active for the full term you paid for unless stated otherwise.
You can re-subscribe later without losing your stored records.

Good to know

Cancelling stops future renewals. By default, time already paid for is not pro-rated, so plan around your billing date. Any specific pro-rata terms will be shown on the plan page at purchase.

Refund eligibility & timelines

What you get

A refund where a paid service was charged in error or never delivered.
A fair review of refund requests raised within a reasonable window.
Refunds issued to your original payment method.
A written outcome explaining the decision.
No deduction beyond what the payment processor unavoidably charges.

How it works

Raise a request through your account or by emailing support.
We review eligibility against the relevant service rules below.
Approved refunds are initiated promptly after the decision.
Bank or card settlement typically follows your provider's standard timeline.
We will not invent fixed-day SLAs we cannot yet guarantee pre-launch.

Good to know

Timelines depend on your bank or card network once a refund is initiated. We initiate approved refunds without undue delay and keep you posted on status.

Marketplace orders (SHELY Store)

What you get

7-day returns on eligible products, as shown on each product page.
Cancel an order before it is shipped for a full refund.
Replacement or refund for items that arrive damaged or incorrect.
Return eligibility clearly labelled before you buy.
Refunds to the original payment method once a return is accepted.

How it works

Start a return or cancellation from Orders in your account.
Eligible items must be unused and in original packaging.
Report damaged or wrong items quickly, with photos where possible.
Once a return is received and checked, the refund is initiated.
Some categories are non-returnable for safety reasons (see below).

Good to know

The 7-day return window applies only to products marked eligible on their page. Perishable, hygiene-sensitive, and prescription items may be excluded by law or safety policy.

Appointments (SHELY Schedule)

What you get

Cancel or reschedule before the provider's stated cut-off, free of charge.
A refund or credit for cancellations made within the allowed window.
Clear cut-off times shown when you book.
A refund if the provider cancels or is unavailable.
Notice of any provider-set charges before you confirm.

How it works

Manage appointments from Schedule in your account.
Cancellation and reschedule cut-offs are set per provider and shown at booking.
Late cancellations or no-shows may be non-refundable where the provider says so.
Provider-initiated cancellations are refunded in full.
Where a clinic or doctor sets the terms, their rules apply and are disclosed upfront.

Good to know

No-show and late-cancellation outcomes follow the terms shown at the time of booking. We do not set arbitrary penalties; any charge is disclosed before you confirm.

Non-refundable items & how refunds are issued

What you get

Refunds always returned to your original payment method.
A clear list of what is generally non-refundable.
No charge beyond unavoidable processing fees.
Honest disclosure of exclusions before purchase.
Help if you are unsure whether something qualifies.

How it works

Used, opened, or activated products may not be refundable.
Prescription, perishable, and hygiene items are commonly non-returnable by law.
Completed consultations and delivered digital services are generally non-refundable.
Refunds go back to the card, UPI, or wallet originally used.
If the original method is unavailable, we agree an alternative with you.

Good to know

Statutory consumer rights under Indian consumer-protection norms are not affected by this policy. Where the law gives you a stronger right, the law prevails.

What is and isn't refundable

A quick reference. Specific terms are always shown at the point of purchase or booking.

Scenario	Eligible	Not eligible
Cancel a recurring subscription anytime	Yes	--
Pro-rata refund of unused subscription time (by default)	--	No
7-day returns on eligible Store products	Yes	--
Returns on perishable / hygiene / prescription items	--	No
Refund when SHELY or provider cancels	Yes	--
Refund for late cancellation / no-show	--	No
Refund to your original payment method	Yes	--
Refund of completed consultations / delivered digital services	--	No
A grievance path if you disagree	Yes	--

Raise a refund request or grievance

If you disagree with an outcome, or need help with a cancellation or refund, reach our Grievance Officer.

Grievance Officer grievance@shely.health Refund disputes & complaints Contact us shely.health/contact General queries & support

This site is operated by SHELY Health Private Limited (CIN U86909TN2025PTC186774), registered at 52, Rajivgandhi Street, Maduravoyal, Chennai 600095, Tamil Nadu, India.

This policy is governed by the laws of India and aligns with applicable Indian consumer-protection norms. Where the law grants you a stronger right than this policy, the law prevails. Nothing here limits your statutory rights.