PHARMAISH Payment Policy
This Payment Policy explains how payments, settlements, refunds, payment security and payment-related processes operate on the PHARMAISH Platform.
Effective Date
27 May 2026Last Updated
19 July 2026Version
1.0Payment Partner
RazorpayPHARMAISH is a healthcare technology platform that facilitates connections between customers and independently licensed retail pharmacies. Payments made on the Platform are securely processed through authorised payment partners such as Razorpay. PHARMAISH does not store customers' debit card, credit card, UPI PIN or banking credentials.
1. Payment Overview
PHARMAISH provides a secure technology platform that enables customers to make online payments for orders placed with independently licensed retail pharmacies. Payments are facilitated through authorised payment partners to ensure a secure and reliable payment experience.
The total amount payable for an order is displayed before checkout and may include medicine charges, applicable taxes, delivery charges (where applicable), platform fees and other disclosed charges.
PHARMAISH facilitates payment collection through authorised payment partners. Medicines are supplied by independently licensed retail pharmacies, which remain responsible for pricing, invoicing, dispensing and order fulfilment.
2. Accepted Payment Methods
Customers may complete payments using one or more payment methods supported by the Platform at the time of checkout.
| Payment Method | Availability |
|---|---|
| UPI | Supported |
| Credit Cards | Supported |
| Debit Cards | Supported |
| Net Banking | Supported |
| Digital Wallets | Subject to Payment Gateway Support |
| Other Payment Methods | As made available by the authorised payment partner |
Accepted payment methods may change from time to time depending on the services offered by our authorised payment partners.
3. Pricing & Charges
Before completing payment, customers are presented with a detailed order summary displaying all applicable charges.
| Component | Description |
|---|---|
| Medicine Price | Determined by the licensed retail pharmacy. |
| Platform Charges | Displayed separately wherever applicable. |
| Delivery Charges | Not Applicable |
| Taxes | Calculated in accordance with applicable laws. |
| Payment Gateway Charges | Included or disclosed wherever applicable. |
Customers will have an opportunity to review the complete payable amount before confirming payment.
4. Payment Processing
Online payments made through the PHARMAISH Platform are securely processed through Razorpay or another authorised payment gateway integrated with the Platform.
General Payment Flow
| Step | Process |
|---|---|
| 1 | Customer places an order on the PHARMAISH Platform. |
| 2 | Customer completes payment using a supported payment method. |
| 3 | Payment is securely processed through Razorpay. |
| 4 | The authorised payment partner processes settlement in accordance with the applicable commercial arrangement. |
| 5 | The licensed Retail Partner fulfils the order after successful payment confirmation. |
Where PHARMAISH operates a marketplace settlement model, settlements to participating Retail Partners are processed through authorised payment partners in accordance with the applicable commercial agreement and payment gateway procedures.
5. Payment Security
PHARMAISH is committed to maintaining a secure payment experience. Payment transactions are protected using industry-standard encryption and security protocols implemented by authorised payment partners.
| Security Measure | Description |
|---|---|
| Encrypted Communication | HTTPS/TLS encrypted payment sessions. |
| Secure Gateway | Payments processed through authorised payment partners. |
| Credential Protection | PHARMAISH does not store debit card, credit card, CVV, UPI PIN or internet banking passwords. |
| Transaction Monitoring | Payment partners may perform fraud detection and risk monitoring. |
Customers should never share OTPs, CVV numbers, UPI PINs or banking passwords with any person claiming to represent PHARMAISH.
6. Failed Transactions
Occasionally, payment failures may occur due to banking network issues, internet connectivity problems, payment gateway interruptions or customer-side interruptions during the payment process.
| Situation | Outcome |
|---|---|
| Payment Successful | Order proceeds for retailer confirmation and fulfilment. |
| Payment Failed | No order is confirmed unless successful payment is received. |
| Amount Debited but Order Not Confirmed | Customers should contact PHARMAISH Support with the transaction reference number. |
| Bank Processing Delay | Reversal timelines are governed by the issuing bank/payment provider. |
If your bank account has been debited but your order was not confirmed, please wait for the bank's reconciliation process. Most failed transaction reversals are automatically processed by the bank or payment gateway within their prescribed timelines.
7. Refund Policy
PHARMAISH is a healthcare technology platform connecting customers with independently licensed Retail Partners. Refunds are governed by applicable laws, this Payment Policy, our Terms & Conditions, and the Retail Partner's approval.
PHARMAISH does not independently approve or reject refund requests. All refund requests are first reviewed by the respective licensed Retail Partner responsible for fulfilling the order.
Refund Eligibility
Refunds may be considered only in situations permitted by applicable law or approved by the concerned Retail Partner.
| Eligible Situations | Status |
|---|---|
| Damaged medicines received at delivery | May be eligible after verification. |
| Wrong medicine supplied by Retail Partner | May be eligible after verification. |
| Valid revised prescription issued by a Registered Medical Practitioner before dispensing | Subject to Retail Partner approval. |
| Order cancelled before dispensing | Subject to Retail Partner approval. |
Non-Refundable Situations
- Medicines already consumed or opened.
- Orders refused after successful delivery.
- Incorrect medicine ordered by the customer.
- Cases prohibited under applicable pharmaceutical regulations.
- Any other circumstances where returns are restricted by law.
Marketplace Refund Process
| Step | Process |
|---|---|
| 1 | Customer submits a refund or return request through the official PHARMAISH support channel. |
| 2 | PHARMAISH forwards the request to the concerned licensed Retail Partner. |
| 3 | The Retail Partner verifies the request and decides whether to approve or reject it. |
| 4 | If approved, PHARMAISH initiates the refund through Razorpay Route using the original transaction. |
| 5 | Razorpay processes the refund to the customer's original payment method. |
| 6 | The customer's bank or payment provider credits the refunded amount according to its own processing timelines. |
Where payments are processed through Razorpay Route Marketplace Settlement, approved refunds are initiated using the original payment transaction. Refunds are credited only to the customer's original payment source. Processing timelines are governed by Razorpay, participating banks, card networks, UPI providers and other payment systems.
Settlement Adjustment
Where settlement has already been completed to the Retail Partner, the approved refund shall be adjusted in accordance with the commercial settlement arrangements between PHARMAISH, the Retail Partner and the authorised payment gateway.
Refund Timeline
| Stage | Estimated Timeline* |
|---|---|
| Retail Partner Review | Generally within 1–3 business days. |
| Refund Initiation by PHARMAISH | After Retail Partner approval. |
| Processing by Razorpay | Usually within 1 business day. |
| Credit by Bank / Card / UPI Provider | Generally 3–10 business days depending upon the payment method. |
*Actual timelines may vary depending upon banks, payment networks, regulatory requirements and exceptional circumstances.
PHARMAISH acts solely as a technology platform facilitating communication and payment processing. Medicine quality, dispensing decisions, return approvals and refund eligibility remain the responsibility of the concerned licensed Retail Partner, subject to applicable law.
8. Taxes & GST
Applicable Goods and Services Tax (GST) and other statutory taxes are calculated in accordance with prevailing Indian laws and are displayed wherever applicable before payment confirmation.
Customers are responsible for reviewing the final payable amount before completing payment.
9. Payment Disputes
Customers who believe that a payment has been incorrectly processed may contact PHARMAISH Support with complete transaction details for preliminary review.
- Transaction ID
- Order Number
- Date & Time
- Amount Paid
- Supporting Screenshots (if available)
Where required, PHARMAISH may coordinate with the authorised payment gateway and the concerned licensed Retail Partner to investigate the payment issue.
Unauthorised chargebacks, fraudulent payment disputes or misuse of payment systems may result in temporary suspension of Platform access while the matter is investigated.
10. Policy Updates
PHARMAISH may revise this Payment Policy periodically to reflect operational improvements, payment partner updates, legal requirements or regulatory changes.
The latest version will always be published on this page together with the applicable revision date.
11. Contact & Support
| Particular | Details |
|---|---|
| Company | PHARMAISH Private Limited |
| Support Email | support@pharmaish.com |
| Payment Queries | payments@pharmaish.com |
| Grievance Officer | grievance@pharmaish.com |
| Website | www.pharmaish.com |
12. Final Acknowledgement
By making payments through the PHARMAISH Platform, you acknowledge that you have read, understood and agreed to this Payment Policy together with our Terms & Conditions and Privacy Policy.
Your continued use of the Platform constitutes acceptance of this Payment Policy and any subsequent revisions published by PHARMAISH.
PHARMAISH Private Limited
Prescription First. People Always.
Version: 1.0 | Effective Date: 27 May 2026 | Last Updated: 19 July 2026