REFUND AND CANCELLATION POLICY
This Refund and Cancellation Policy (“Policy”) applies to all websites, mobile applications, and digital platforms of E-Kaaya Healthcare Private Limited, including but not limited to www.jivocare.com and its corresponding mobile application (collectively referred to as the "Platform", "Jivo Care", "Website", "we", or "us") which are owned, operated, and maintained by E-Kaaya Healthcare Private Limited, a company duly incorporated under Indian law, having its registered office at 4th Floor, Pavilion, SB-56, Tonk Road, Opp. Sawai Mansingh Stadium, Bapu Nagar, Jaipur, Rajasthan, India, 302015 (referred to hereinafter as "E-Kaaya", "Company", "we", "our" or "us").
This Refund and Cancellation Policy (“Policy”) governs the terms and conditions relating to cancellations and refunds for services booked by the Users (“User”, “Patient” or “you”) through the Platform. By accessing the Platform and/or availing services, you agree to be bound by this Policy. The Company may assign, transfer, or subcontract its rights and/or obligations under this Refund and Cancellation Policy to any third party, as it may deem fit, and you shall continue to be bound by this Policy in the event of such assignment or transfer. Acceptance of this Policy shall be deemed to constitute sufficient notice to you and to any person who accesses or uses the Platform.
Your continued access to and use of the Platform shall constitute your express acceptance of this Policy.
1. APPLICABILITY
This Policy applies to all services booked through the Platform, including but not limited to doctor consultations (video and in-clinic), diagnostic and laboratory services, and membership or subscription plans. Refund eligibility shall be strictly determined in accordance with this Policy, and no refunds shall be issued except as expressly provided herein. For the purpose of this policy, the consultation fee shall be inclusive of all the applicable charges.
2. DOCTOR CONSULTATIONS
2.1. Video Consultations
2.1.1. You may cancel a scheduled video consultation at least 2 (two) hours prior to the scheduled appointment time, in which case a full refund of the consultation fee shall be processed to the original mode of payment.
2.1.2. If a cancellation is made less than 2 (two) hours prior to the scheduled appointment time, no refund shall be payable and the consultation fee shall stand forfeited.
2.1.3. The patient shall join the consultation at the scheduled appointment time. In the event the patient fails to join the consultation within 10 (ten) minutes from the scheduled appointment time without prior cancellation, the same shall be treated as a “No-Show” patient/user, and no refund shall be issued.
2.1.4. Where the concerned doctor fails to join the consultation within 10 (ten) minutes of the scheduled time, or cancels or is otherwise unavailable, you shall be entitled to either a full refund or rescheduling of the consultation, at your discretion.
2.1.5. In cases where a consultation is interrupted due to a technical issue attributable to the Platform, you are entitled to a full refund or a complimentary rescheduled consultation. However, where such interruption is attributable to the User, including but not limited to internet connectivity issues or device limitations, a refund shall be determined based on the extent of service rendered. If the consultation lasted of less than 2 (two) minutes, a partial refund (50% of the consultation fees) will be issued to you. No refund shall be provided where the consultation has been substantially delivered, i.e., lasted more than 2 (two) minutes.
2.2 In-Clinic Consultations
2.2.1. You may cancel an in-clinic consultation at least 2 (two) hours prior to the scheduled appointment time and shall be entitled to a full refund.
2.2.2. If a cancellation is made less than 2 (two) hours prior to the appointment time, or if the User fails to attend the appointment, no refund shall be issued, and the consultation fee shall be deemed payable to the concerned Service Provider for the reserved time slot.
2.2.3. In the event that the doctor or clinic cancels the appointment, is unavailable, or where the booked service cannot be rendered due to reasons attributable to the Service Provider, including but not limited to wrong doctor or incorrect specialty mapping or the clinic is closed and the patient doesn’t proceed, you shall be entitled to a full refund.
2.2.4. In exceptional circumstances, including but not limited to the demise of the User prior to the appointment, a refund request may be raised by an authorized representative, and such request shall be reviewed on a case-to-case basis.
3. LABORATORY AND DIAGNOSTIC SERVICES
3.1. You may cancel a scheduled laboratory test at least 2 (two) hours prior to the scheduled sample collection time, provided that the phlebotomist has not been assigned or has not commenced travel for sample collection. In such cases, a full refund shall be processed.
3.2. If the cancellation is made less than 2 (two) hours prior to the scheduled time, no refund shall be issued. Once the phlebotomist has been assigned and has commenced travel to the User’s location, no refund shall be payable, and applicable visit charges of Rs. 49/- may be levied. No refund shall be provided after the sample has been collected.
3.3. In the event that the Service Provider cancels the services and unable to process the sample, or where services cannot be rendered due to operational or technical failures, the User shall be entitled to a full refund.
3.4. Where there is a delay in delivery of reports beyond the committed timeline without prior communication, you may raise a refund request if the delay exceeds 24 hours beyond the committed timeline. Requests must be made within 48 (forty-eight) hours of the originally promised report time. Upon verification, the Company may process a refund at its discretion.
3.5. In cases where a report contains demonstrable errors, including incorrect data, wrong values or wrong test:
3.5.1. You may request a re-test at no additional cost or a full refund, subject to verification.
3.5.2. In case of any errors relating to patient details, including but not limited to name, age, and gender, shall be considered a minor error capable of rectification and shall not constitute a ground for refund, re-test, or cancellation.
3.5.3. Any dispute in the report must be raised within 7 (seven) days of report delivery.
3.6. In the event of any injury or adverse incident during sample collection attributable to the Service Provider, the Company shall facilitate appropriate support, including a complimentary consultation, and may process a refund of the test charges.
3.7. In case of multi-test packages, partial cancellation shall be permitted only if requested at least 2 (two) hours prior, and any refund shall be processed after appropriate price recalculation, as determined by the Company.
3.8. If the phlebotomist is unable to access the User’s location due to incorrect details, restricted entry, or User unavailability, the User shall be provided a grace period of 15 (fifteen) minutes to facilitate access. Failing this, the visit shall be treated as a failed attempt attributable to the User, and no refund shall be payable, and applicable charges may be levied.
4. MEMBERSHIP AND SUBSCRIPTION PLANS
4.1. All membership or subscription plans offered on the Platform are non-refundable once activated. No refunds, whether full or partial, shall be issued irrespective of whether the benefits have been utilized.
4.2. Notwithstanding anything contained herein, a refund shall be processed in the following circumstances, subject to verification:
a) Duplicate / Double Payment: In the event of a verified system-level duplicate charge, 100% of the duplicate amount shall be refunded.
b) Plan Not Activated: Where the purchased plan or benefits are not activated or credited within 24 (twenty-four) hours of successful payment, the User shall be entitled to a full refund, provided the issue remains unresolved till 48 (forty-eight) hours of such payment.
c) Technical Billing Error: In case of an incorrect charge arising due to any technical, platform-related error or third-party payment gateway end, including but not limited to the User being charged for an incorrect plan, the Company shall process a refund of the full amount, subject to verification.
4.3. All refund requests under this Clause must be raised within 7 (seven) days from the date of transaction via the Company’s Help Centre or at support@jivocare.com and shall be subject to verification by the Company.
4.4. In the event that the Company discontinues any membership plan, Users shall be entitled to a pro-rata refund for the unused portion of the subscription.
5. AMBULANCE
In the event of cancellation of an ambulance booking, a full refund shall be processed only if such cancellation is made at least 24 (twenty-four) hours prior to the scheduled service time. Any cancellation made within 24 (twenty-four) hours of the scheduled service time shall not qualify for any refund.
6. REFUND PROCESS AND TIMELINES
6.1. All eligible refunds shall be processed to the original mode of payment used at the time of booking. In the event that the original mode of payment is unavailable, invalid, or cannot be credited, the User shall provide updated and valid bank account details or such other payment details as may be required by the Company to facilitate the refund.
6.2. Refunds shall generally be processed within 7 (seven) to 14 (fourteen) business days from the date of approval. The actual credit timeline may vary depending on the policies of banks, payment gateways, and financial institutions and the Company shall not be liable for any delay caused in refunds due to delay by such third-party affiliates, to the extent permitted by applicable law.
6.3. You may initiate a refund request through the Platform or by contacting customer support with relevant booking and transaction details. All refund requests shall be subject to verification and approval by the Company.
6.4. Please reach out to our customer support support@jivocare.com or 9211-255-266 for any further assistance.
