We thank you and appreciate your purchase from us. Please read the policy, conditions, and process carefully as they will give you important information and guidelines about your rights and obligations as our customer, concerning any purchase you make through us unless the stated otherwise on our product and service pages or advertisements published by us. If due to any reason, unavoidable circumstances or beyond the limitations of the pharmacists the order is not shipped by them then the order shall be cancelled and refunded. About the online consultation services, home health care services or diagnostic home laboratory services, if the assigned professionals are unable to deliver them and we are unable to find a replacement, your payment made towards the services will be refunded. In the event, the order/product is delivered and has been cancelled for a refund due to product damaged, being of poor quality, delivery of a wrong product, partial product, the product having surpassed the expiry date etc the request will be processed in accordance with the terms of this policy.
We reserve the right shipping a product to you. We can refuse an order if we do not want to serve you, without any legal repercussions.
1. INCORRECT OR SUBSTANDARD GOODS
• In case a User has received the wrong product, the product is damaged or if the product is not up to the expected and assured quality or the product has surpassed the expiry date is within our scope for exchange, the buyer may choose to have the product exchanged or return the same and seek for a refund. All requests for return or exchange must be raised by the buyer within 30 days of receiving the shipment via orders section of the HealthSy App / Website after the details of the delivery have been updated by the logistics partner. The User could choose to ship the product back to the Company and claim the charges from us by producing the courier receipt or could request a pickup of the shipment by us or through our logistics partners.
• Also, if you find that the package is opened or damaged at the time of delivery, we request you not to accept the order. If you were unavailable or failed to notice that the package was damaged or opened, you can raise a return request within the first 24 hours of delivery by either mailing to support@healthsy.in or by calling us at 1234 1234 1234. Replacements are subject to the availability of the damaged products in stock at the point of time. However, you can opt for a refund for the same due to non-availability of the product(s).
• In case the pharmacy assigned with your order is unable to deliver your entire order, then a second pharmacy may be assigned for your remaining order. In case of non-availability of over-the-counter drugs (OTCs) the Third-Party Licensed Pharmacist, may suggest an alternate option, if the User chooses not to go with the suggested option(s), the amount for the unavailable drug or product alone will be refunded to you.
Timeline for Return of orders
• For Medicines – The return window for medicines is anywhere from 0-30 days from the date of delivery. This information for return and the window range can be found on each product’s page. Please check the return policy before you can place the order.
• For Healthcare Products – The return window for all healthcare products are 2 days from the date of delivery. This information can be found at the product’s page. Do read the return policy before placing the order. However certain health and wellness products are not eligible for return such as products related to baby and mom care, personal care, healthcare devices and accessories, Covid 19 essential products, food, and nutrition products, Sexual Wellness etc. Do check out the products that are not eligible for return below in the same policy.
2. PRODUCTS THAT ARE NOT ELIGIBLE FOR RETURN
• If it is mentioned on the product’s page that it is non-returnable.
• If the product has been opened, partially opened, used, partially used, breakage or has wear and tear.
• If the product has been tampered with.
• If the product’s packaging, box, seal, or invoice has been tampered with.
• If the product’s / device’s damage or defect is not covered under the brands or manufacturer’s warranty.
• If you return the products without its original packing.
• If you do not return the freebies that was part of the order.
• Products bought under Baby and Mom care, Personal Care, Devices and Accessories, Covid 19 essentials, Sexual wellness, Food and Nutrition. Do Check the product’s return policy in the product page before placing an order.
• If the product(s) have a different barcode / serial number / UPC number than what was on the product that was delivered.
3. PACKAGING OF ITEMS FOR RETURN
To return an item, please pack them in the original packaging. Please include your name, postal address, email address, telephone numbers, original invoice(s) as well as your order number, the shipping ID, and item number. We encourage you also to include a brief description of the reason for the return. The products for return will have to be shipped by to the shipping address of the Company or you may raise a request for the same to be collected by our logistics partner.
Shipping and packaging charges levied on orders below the minimum order value are not eligible for refund, thus the shipping and packaging charges will not be refunded in cases of such orders but only the product value will be refunded.
REFUND FOR SERVICES
Online Doctor Consultation
• For Users availing online doctor consultation services, the consultation sessions would be monitored to ensure the network quality. If the session has been partially interrupted due to connectivity or network issuing from the Platform or the doctor’s end the User would be eligible for a refund. In case there is a change of timing of the consultation session and the changed timings are not convenient for the User, they may seek a refund of the payment made. The User would also be eligible for a refund if the session is cancelled by the consulting doctor. Also, if the user wants to cancel his/her online doctor consultation, it must be cancelled at least 45 minutes prior to the commencement of the online consultation which is also eligible for the refund. This cannot be done from your end therefore reach out to cancellations@healthsy.in immediately and we will do the needful. INR 75 “Cancellation Fee” will be applicable on cancellation with less than 45 minutes to the commencement of the online doctor consultation. No refund will be given for “No Show” from your side.
Home Healthcare Services
• For Users availing home healthcare services namely physiotherapy, mom and baby care, nursing support, elderly care support, diagnostic facilities, if there is a change in timing for the arrival of the home healthcare professional / service provider or the lab technician for collection of the samples and the User is not satisfied with the changed schedule, they would be eligible for refund.
• The User should cancel his/her home healthcare service booking at least 1 hour prior to the actual commencement of the service. If the booking is cancelled before 1 hour of commencement of the service, the booking amount / part amount paid by you will be refunded via the same mode of payment.
• The Home healthcare professional / service provider would visit your place, home, address as specified by you during the service booking. In case the specified address and your actual location varies a lot, and the service provider is unable to travel the extra distance due to wrong address given by you during the service booking, the booking can get cancelled and you will be eligible for a refund if the amount / part amount is paid prior.
• Home Healthcare Services are rendered by third party licensed / registered professionals. These services are for one time and cannot be performed more than once per booking. If you would like to avail the service once again, you can make a fresh booking for the same.
• Payments for Home Healthcare Services must be paid directly to the service provider after the services are rendered or through the HealthSy’s app/website. The amount to be paid will be reflected in the app’s ‘Home Healthcare Bookings’ section.
• INR 75 ‘Cancellation Fee’ applicable if the home healthcare booking is cancelled or rescheduled from your end with less than one hour prior to your scheduled booking time slot.
• If an online payment has been made for the booking and there is a ‘No Show’ on your side no refund would be given unless for genuine reasons.
4. PROCESSING OF REFUND
Your request will be processed within the timeline specified in the table below:
Mode of Payment Mode of Refund Timeline Credit cards / Debit Cards / UPIs Credit cards/debit Cards/UPI 5-7 Business Days* Net Banking (NEFT) Net Banking Account (Credited to Bank Account) 5-7 Business Days* Cash on Delivery NEFT to Bank Accounts of the Customer 5-7 Business Days* E-Wallets Respective E-Wallets 3-5 Business Days* HealthSy Wallet and COD*HealthSy Wallet 1 Business Day
After the Company has examined and verified the veracity of your request and you will receive an email letting you know your replacement request is under process. If you select a refund, the payment made by you shall be returned to the source if the order has been paid for by card, net banking, or e-wallets, or you may have it credited to the e-wallet on the Platform to be utilized for future purchases on the Platform. Users who choose the cash on delivery option will have to provide their bank account details including bank account number, IFSC code, Account Holder’s name, Bank Name and Branch name on the Platform at the time of raising a refund request.
The above-mentioned refund timelines will be amended at any point of time in accordance with the discretion of the Company and the guidelines for banking transactions framed by the Reserve Bank of India.
5. CANCELLATION POLICY
As a User, you may cancel your order for the medicines and healthcare products at any time until completion of delivery of the same being placed or you can choose to simply refuse to take the delivery, for online doctor consultation services up to 30 minutes and for home healthcare service bookings 1 hour before the scheduled time of commencement of the same. In such a case we will refund payments, if any, already made by you under the relevant order. Any return or refund will be in accordance with our return refund policy as set out above.
How can I cancel an order?
To cancel an order please login to your App and process to ‘My Orders’ and click the order that you want to cancel. Cancelling an order cannot be done once it’s out for delivery.
However, you can simply refuse to collect the order. You will be refunded for the same to your original payment source if you and made an online payment for that order. You can also call us on our Customer Care number 123456789 and cancel the order before your order is dispatched for delivery.
Can I reschedule my online doctor consultation session?
Sorry, we do not have this option at present to reschedule an online doctor consultation. You can reach out to our support team and they will cancel the consultation and you can make a fresh appointment.
Can I cancel my online doctor consultation?
No, you do not have the option to cancel an upcoming online doctor consultation from your end. However, you can reach out to our support team at the earliest and they will do the needful. Email to cancellations@healthsy.in with your request for cancellation of your online doctor consultation.
Do you charge any cancellation fees for No show or consultation cancellation?
Yes, you will be charged up to ₹75 for Cancellation of your online doctor consultation. If you want to cancel the concerned online doctor consultation, please reach out to our support team immediately and ask for cancellation at least 45 minutes prior from your consultation time to avail full refund of your amount. No refunds will be given in the event of “No Show”
Can I cancel or reschedule my home healthcare booking?
Yes, you can either cancel your home healthcare booking or reschedule it to another date and time of your choice based on the service provider’s availability.
How to cancel or reschedule my home healthcare booking?
To cancel or reschedule your home healthcare booking, go to “Upcoming Home healthcare Bookings” from “My Account”, click the booking in question, on that page, you have options “Cancel Booking” and “Reschedule Booking”. Click your choice, select the reason for the same and submit.
Will you charge any cancellation fee if I cancel my home healthcare booking?
Yes, a cancellation fee of up to ₹75 will be charged for cancellation or rescheduling done from your end on the app. However, if you cancel your home healthcare booking one hour prior to your appointment time, you will receive your full amount as refund. Similarly on the event of ‘No Show’ from your end, no refund will be given.
Can I cancel my In-Clinic Appointments?
Yes, we do support cancellations and rescheduling of In-Clinic Appointments at no cost if it’s well within 2 hours before appointment time. However, you can cancel with less than 2 hours to your scheduled appointment time there will be a cancellation fee involved of ₹75. If you have made on online payment and there is a “No Show” from your side than no refunds will be given.
How to cancel or reschedule my In-Clinic Appointments??
To cancel or reschedule your In-Clinic appointments, go to “Upcoming In-Clinic Appointments” from “My Account”, click the appointment in question, on that page, you have options “Cancel Appointment” and “Reschedule Appointment”. Click your choice, select the reason for the same and submit.
The Company at its sole discretion may cancel any order(s):
a. if it suspects a User has undertaken a fraudulent transaction, or
b. if it suspects a User has undertaken a transaction which is not in accordance with the Terms of Use, or
c. in case of unavailability of a product, or
d. for any reason outside the control of the Company including causes for delivery related logistical difficulties
e. if the Company does not want to do business with the User Further, while all measures are taken to ensure accuracy of product specifications and pricing, the details of a product as reflected on the Website may be inaccurate due to technical issues, typographical errors or incorrect product information provided to the Company by a supplier and in such an event you shall be notified as soon as such error comes to the notice of the Company. In such event, the Company reserves the right to cancel your order and refund any money that may have been paid by you towards the purchase of such products.
We maintain a negative list of all fraudulent transactions and non-complying users and reserve the right to deny access to such users at any time or cancel any orders placed by them in future.