At Tatva Cura, we strive to provide seamless and reliable home healthcare services. However, we understand that medical situations and personal circumstances can change unpredictably. This policy outlines how cancellations and refunds are handled.
1. Cancellation by the Patient / Customer
You may cancel a booked service subject to the following conditions:
- Cancellation 24 hours prior to service: If you cancel your booking at least 24 hours before the scheduled start time, you are eligible for a 100% refund (excluding any payment gateway or transaction processing fees).
- Cancellation within 24 hours of service: Cancellations made less than 24 hours before the scheduled start time will incur a cancellation fee equivalent to one day's service charge or 20% of the total booking amount, whichever is lower.
- Cancellation after staff arrival: If our healthcare professional has already arrived at your location and the service is canceled, a minimum visitation fee will be deducted, and the remaining balance will be refunded.
- Mid-service cancellation for long-term bookings: If you have booked a monthly or weekly package and wish to terminate it prematurely, you will be billed for the days the service was utilized at the standard daily rate, and the remaining pro-rated balance will be refunded.
2. Cancellation by Tatva Cura
While we make every effort to ensure prompt service delivery, there may be rare instances where we need to cancel a booking.
- If Tatva Cura cancels a scheduled service due to the unavailability of staff, unforeseen operational issues, or circumstances beyond our control, a full 100% refund will be initiated immediately.
- We reserve the right to cancel services immediately without a refund if our staff faces verbal/physical abuse, an unsafe working environment, or if the patient's condition demands hospitalization rather than home care.
3. Refund Process & Timelines
Once a cancellation request is approved, the refund process will be initiated as follows:
- All approved refunds will be credited back to the original method of payment (Credit Card, Debit Card, UPI, or Net Banking) used during the booking.
- It typically takes 5 to 7 business days for the refunded amount to reflect in your bank account, depending on your bank or payment provider's processing time.
- For cash payments (if applicable and authorized), refunds will be processed via bank transfer (NEFT/IMPS) after collecting your bank details.
4. Non-Refundable Items & Services
Please note that certain items and services are strictly non-refundable:
- Medical Consumables: Syringes, IV fluids, catheters, wound dressings, and other sterile consumables cannot be returned or refunded once the packaging is opened.
- Diagnostic Tests: Once a blood sample has been collected or an ECG has been performed, the service fee is non-refundable.
- Equipment Rental Delivery Fees: Delivery and installation charges for medical equipment (like ICU beds or oxygen concentrators) are non-refundable once the delivery has been dispatched.
5. How to Request a Cancellation or Refund
To initiate a cancellation or request a refund, please contact our support team immediately. Do not convey cancellation requests solely to the visiting nurse or caretaker, as it must be processed through our official channels.