Cancellation and Refund Policy | Her Care

Cancellation, Reschedule & Refund Policy

Last updated on 21/05/2023

1. Bundled services - Programs, vouchers, packages, gameplans (availed at home or in Her Care clinics)

Definition: these refer to any bundled services including not not limited to bundled teleconsultations, lab tests, vaccinations etc that are put together in the form of a bundled offering, program, package, voucher, or gameplan.

Cancellations and Refund:

All bookings are non-cancellable once paid for (i.e bookings cannot be cancelled once payment is made)
All bookings are non-refundable except in cases of non-performance of services by Her Care For her/its chosen experts.
In case the customer has a medical or other issue due to which they need to cancel their booking either before they begin usage of their program/voucher/gameplan/package or after they have partially used their program/voucher/gameplan/package, Her Care will consider such cancellation requests on a case-by-case basis. Whether a refund will be provided will be determined by Her Care in its sole discretion.Her Care has the right to initiate a partial refund only in such cases, after deducting any fees for partial usage of the program/voucher/gameplan/package, on a pro-rata basis along with an additional 10% of the amount paid deductible as admin/cancellation fees. While considering the amount of partial refund, Her Care will consider pricing of utilised services as purchased at full price rather than the discounted price as part of the package pricing.
Any refunds/partial refunds can take 5-7 business days to process

Rescheduling: Rescheduling of services booked as part of a program/voucher/gameplan/package is subject to availability of relevant experts who are part of the program or availability of appointment slots for any other services. In case Her Care is unable to reschedule based on the user’s request, Her Care will not be liable and will not be able to provide a refund.

Late joining or missed sessions: If a user is not able to attend specific sessions or services provided as part of the program/voucher/gameplan/package, Her Care will not be liable and will not be able to provide a(n) refund/free reschedule/extended session duration.

2. Services at Her Care Clinics

2.1 Consultations

Cancellations:

Cancellations made 2 hours (120 mins) prior to the consultation time will receive 100% refund, after which no refunds will be provided for cancellations. Please note that refunds on account of cancellation can take 5-7 business days to process.

Reschedules:

Unlimited reschedules are allowed at no additional charge till two (2) hours prior to the consultation start time. If less than two (2) hours is left for the consultation to start, one (1) free reschedule is allowed. Post usage of the one (1) free reschedule in the 2 hour window prior to consultation start time, any further changes to appointment time slot cannot be accommodated. Customers can choose to book a new appointment (at full price) if they cannot attend their appointment.

Refunds:

Once the appointment at the clinic begins, all bookings are non-refundable except in cases of non-performance of services by Her Care/its chosen lab partners. If an appointment is cancelled 2 hours in advance of the scheduled appointment start time, then a refund will be processed as per the policy.

Free Consultation/Follow-ups:

1 Free follow-up can be booked within 15 days from the date of appointment. If cancellation of the follow-up is unavoidable patients are requested to cancel 2 hours prior to the consultation time. Post cancellation the patient will have to pay for a new appointment.

2.2 Lab tests, vaccinations and other services/packages

Cancellations and Refund:

All bookings are non-cancellable once paid for (i.e bookings cannot be cancelled once payment is made)
All bookings are non-refundable except in cases of non-performance of services by Her Care For her/its chosen lab or vaccination partners.
In case the customer has a medical issue due to which they need to cancel their appointment once booked, Her Care will consider such cancellation requests on a case-by-case basis. Whether a refund will be provided will be determined by Her Care in its sole discretion. Her Care has the right to initiate a partial refund only in such cases, with 10% of the amount paid deductible as admin/cancellation fees
If more than one item is purchased at the same time or if bundled services are purchased (e.g package of 3 doses of vaccine), and partial cancellation is requested, Her Care will consider such cancellation requests on a case-by-case basis. Whether a refund will be provided will be determined by Her Care in its sole discretion. Her Care has the right to initiate a partial refund only in such cases, with an additional 10% of the amount paid deductible as admin/cancellation fees. While considering the amount of partial refund, Her Care will consider pricing of utilised services as purchased at full price rather than the discounted price as part of the package pricing.
Any refunds/partial refunds can take 5-7 business days to process

Reschedules:

2.3 Customer No Show/Late-comer Policy for in-clinic services:

What is a Customer No-Show?

A customer failing to reach the clinic within 10 mins from the appointment start time is considered a No-Show.

No-Show User/Patient/Customer:

No refunds will be processed in case of patient no-shows. In case there are delays from the patient’s end, Her Care will not be liable and will not be able to provide a(n) refund/free reschedule/extended appointment duration at all.

Late User/Patient/Customer:

A patient is allowed to reach late till 10 minutes from the appointment start time. If a patient reaches late, the appointment time will be reduced to the remainder of the slot booked. Her Care will not be liable and will not be able to provide a(n) refund/free reschedule/extended appointment duration. If a patient reaches more than 10 minutes late for the appointment, this will be considered a no-show and any service to be provided will be subject to availability of slots. Any rescheduling once the appointment time has begun and the customer is marked as no-show will be subject to availability and at the sole discretion of Her Care.