Refund and Cancellation Policy

Effective Date: September 15, 2025

Introduction

This Refund and Cancellation Policy governs all payments, service engagements, and facilitation transactions carried out through the CHIKITSAYAM digital platform, community facilitation channels, and associated service coordination mechanisms.

CHIKITSAYAM operates as a structured healthcare facilitation and community service platform. It does not function as a hospital, medical service provider, or clinical institution. All services provided are facilitation-based, coordination-based, and support-oriented in nature.

This Policy is framed to ensure fairness, transparency, accountability, and ethical standards in processing cancellations and refunds. By accessing paid services through the Platform, users acknowledge and agree to be bound by this Policy.

1. Scope of Application

This Policy applies to payments made for the following facilitation and coordination services:

Healthcare facilitation and service navigation
Hospital admission coordination services
Ambulance and patient transport facilitation
Health camp registration and facilitation (where applicable)
Digital service activation and platform-based facilitation services
Community service support and coordination charges

Exclusions: Payments made directly to hospitals, diagnostic centers, pharmacies, laboratories, medical practitioners, ambulance operators, or government institutions are not governed by this Policy and are subject to the respective service provider’s policies.

2. Nature of Services

CHIKITSAYAM provides digital facilitation and coordination services only. Once a facilitation service is delivered, initiated, or substantially processed, such service shall be considered consumed.

Due to the nature of healthcare facilitation, refunds are limited and are governed strictly by the conditions defined in this Policy.

3. Refund Eligibility

Refunds may be considered in the following circumstances:

Duplicate payment made due to technical or user error
Service not delivered in any form
Documented failure of facilitation without any alternate arrangement
Technical failure resulting in non-activation of the requested service

No refunds shall apply in the following circumstances:

Service already initiated or delivered
Hospital admission facilitated or referral completed
Ambulance or transport coordination already executed
Consultation facilitation already completed
Health camp participation or registration utilized
Scheme facilitation or verification processes initiated
Administrative and processing actions already undertaken

4. Cancellation Policy

Before Service Initiation

If a cancellation request is received before any facilitation process has started, the user may be eligible for a full refund, subject to verification.

After Service Initiation

Partial refund may be considered where service has started but not been completed
No refund shall apply where core facilitation actions have been executed

Cancellation requests must be submitted through official platform communication channels within a reasonable time period.

5. Refund Processing

Approved refunds are processed through the original payment method used at the time of transaction.

Digital facilitation refunds: within 1–3 business days (subject to gateway processing)
Payment gateway/banking settlement timelines may extend processing duration

CHIKITSAYAM shall not be responsible for delays caused by banking institutions or payment gateways, but will provide reasonable support for coordination.

6. Non-Refundable Components

Payment gateway and banking charges
Administrative and operational processing costs
Third-party service charges
Service activation costs
Statutory charges and applicable taxes (where applicable)

7. Discretionary Refunds

In exceptional humanitarian or emergency circumstances, discretionary refunds may be considered on a case-by-case basis, subject to verification and documentation.

All such decisions shall be taken by the institutional grievance and review mechanism and shall be final and binding.

8. Dispute Resolution

Any dispute arising under this Policy shall follow a structured resolution mechanism:

Initial resolution through support services
Escalation through institutional grievance channels
Formal resolution through lawful dispute resolution mechanisms as per applicable law

9. Force Majeure

CHIKITSAYAM shall not be held liable for service disruption, cancellation, or refund limitations arising due to events beyond reasonable control, including but not limited to natural disasters, public health emergencies, government restrictions, technical failures, or force majeure events.

10. Policy Updates

This Policy may be revised periodically to reflect legal, regulatory, operational, or institutional changes. Updated versions shall be published on the Platform with a revised effective date.

11. Grievance Redressal

All refund, cancellation, and dispute-related communications shall be addressed through official platform communication channels.

A structured grievance redressal mechanism is maintained to ensure transparency, fairness, and timely resolution of concerns.

12. Acceptance of Policy

By using paid services through the Platform, users confirm that they have read, understood, and agreed to this Refund and Cancellation Policy. If users do not agree with any part of this Policy, they must refrain from using paid services.

Last Updated: September 15, 2025