Toothsi - No refund of the booking amount

I booked a free scan with Tootshi. After the consultation, I was asked to pay ₹**,*** as a booking charge to proceed with braces, with the following assurance clearly communicated to me:

- A *D scan would be provided
- I would have * days to decide whether to proceed
- If I opted out within * days, a full refund would be issued
- If opted out after * days, ₹*,*** would be deducted and ₹*,*** refunded

Within the *-day period, I clearly informed your team that I did not wish to continue, citing personal reasons. I was then told that the refund had been initiated.

However, after this confirmation, I was suddenly informed by the doctor that the “divisional officer has changed” and that the refund policy has been altered, stating that only ₹*,*** would be refunded.
Despite this being a unilateral and unacceptable change, I cooperated and agreed to the ₹*,*** refund to close the matter.

Since then:

- Customer support has been casual and dismissive, repeatedly saying the amount “will be credited” with no clarity or timeline
- The manager at HSR Layout Sector * branch claims they are “working on it” but is not responding to calls or follow-ups
- No written confirmation, timeline, or accountability has been provided

This is not how a professional healthcare service operates. Changing refund terms after payment and confirmation, delaying refunds, and avoiding communication is unacceptable.

At this point, due to the miscommunication, policy changes, and poor handling of the issue, I am formally demanding a full refund of ₹**,***.

My details:

Name: Nomesh Patel
UID: TSBG-**-**-*****
Contact: +** **********