Legal and trust
Cancellation & Refunds
This policy explains how cancellation, rescheduling and refunds work. Where circumstances are genuinely exceptional, we will look at them on their merits rather than applying this rigidly.
- Version
- 1.1
- Last updated
Cancelling the service
You can stop at any time. The unused portion may be refundable after deducting costs already delivered or legitimately committed on your behalf, such as testing that has been carried out or booked with a laboratory.
Any deduction is itemised and explained to you before the refund is processed.
Rescheduling appointments
Appointments can be rescheduled with around 12 hours notice. The first two rebookings are free.
Missed appointments
If you do not join within around 10 minutes of the scheduled start, the appointment may be recorded as missed.
Repeatedly missed appointments may count as used or may incur a fee. We will always tell you before that happens.
Exceptions
Illness, bereavement, emergencies and comparable circumstances are exceptions. Tell us what happened and we will handle it sensibly.
How to request a refund
Email [email protected] with your account details. We will confirm receipt, explain any deductions, and process the refund to the original payment method.
Prices, taxes and payment
The price is shown before you commit and includes applicable Indian taxes unless we say otherwise. Paying authorises us and our payment processor to charge the agreed amount to the payment method you give us.
If we change the price of a service you already hold, the change applies from your next renewal, not part way through a term you have paid for.
Failed or reversed payments
If a payment fails, we will tell you and give you a reasonable chance to fix it before pausing anything.
If a payment is reversed after care has been delivered, we may pause the service and ask you to settle the amount owed before it resumes.
How long a refund takes
Approved refunds go back to the original payment method. Once we have processed a refund, the time it takes to reach you depends on your bank or card issuer, usually within 5 to 10 working days.