This Cancellation, Refund, Shipping, and Service Delivery Policy ("Policy") forms an integral part of the Terms and Conditions governing the use of the Vedika HealthTech Pvt. Ltd., Platform ("Platform").

Vedika HealthTech Pvt. Ltd., a company incorporated under the applicable laws of India, shall hereinafter be referred to as "Vedika" for the purpose of this Policy.

All payments on the Platform are processed through Razorpay, using PCI-DSS compliant, encrypted, and secure payment methods. By accessing, booking, or paying for any service on the Platform, you expressly agree and consent to the terms stated in this Policy.

1.1 Cancellation by User

Users may raise cancellation requests for services booked through the Platform. However, all such cancellation requests are strictly subject to specific service-wise rules, operational constraints, and third-party partner terms.

a. Diagnostic Tests / Laboratory Bookings

Users may cancel diagnostic tests only before:

• The scheduled sample collection appointment; OR
• The specific cancellation cut-off mentioned for the particular test on the Platform.

Once the phlebotomist/laboratory technician has traveled for the appointment, attempted the home visit, or successfully collected the biological sample, the service becomes non-cancellable, non-refundable, and non-reversible because laboratory consumables, logistics, and testing costs are already incurred by the partner laboratory.

b. Doctor Consultations (Video / Audio / Physical Visit)

Users may cancel consultations up to 2 hours before the scheduled session.

No cancellation, refund, or rescheduling will be allowed once:

• The doctor has joined the session, OR
• Attempted to call the User, OR
• Initiated the consultation (video, audio, or in-person).

All doctor consultations are counted as "consumed" once the doctor initiates contact, irrespective of user response.

c. Health Packages & Bundled Service Plans

Cancellations must be raised before any service under the package is used. A package becomes fully non-refundable once the first test is conducted, the first consultation is availed, or any component of the assessment/plan has been consumed. This is because bundled packages are priced at subsidized/combo rates and cannot be proportionately reversed.

d. Ambulance Services

In recognition of the emergency nature of ambulance support:

• Users may cancel the request at any time.
• Refund eligibility will depend on whether the ambulance provider has already been dispatched or has reached the user's location.
• If dispatch has occurred, operational charges may apply.

1.2 Cancellation by Vedika HealthTech Pvt. Ltd.

Vedika retains the absolute right to cancel, reschedule, or refuse fulfillment of any service or order under circumstances where delivery becomes impossible, unsafe, or impractical. Such cancellation may occur due to:

• Unavailability of partner laboratories, doctors, or technicians
• Incorrect, incomplete, or misleading information submitted by users
• Unserviceable or incorrect address/location
• Technical failures, network downtime, or Platform malfunction
• Payment verification failure as flagged by Razorpay
• Suspicion of fraudulent or high-risk transactions
• Force majeure events such as natural disasters, epidemics, strikes, or events beyond reasonable control

In all such cases, Vedika will issue a full refund to the original payment source through Razorpay, and no additional charges will be levied on the user.

1.3 Refund Eligibility

Refunds are strictly permitted in limited, verifiable, and legitimate circumstances.

Refunds SHALL be issued when:

• Duplicate payment is made
• Service remains unfulfilled due to provider unavailability
• Valid cancellation is made within the allowed window
• Technical failure or payment gateway error results in a failed/partial transaction
• Appointment is cancelled by Vedika
• Service delivery is impossible due to platform-side issues

Refunds SHALL NOT be issued when:

• User provides incorrect, misleading, or incomplete health information
• User is unavailable, unreachable, or fails to attend the scheduled service
• Medical outcome, diagnostic result, or doctor's opinion is "not as expected"
• User disagrees with lab results or clinical interpretation
• Refund is requested after consuming any part of a bundled package
• The issue relates to the quality/accuracy of services delivered by independent third-party healthcare providers

Refund Timelines

All approved refunds:

• Will be processed only via Razorpay to the original payment method
• Typically reflects within 5–7 working days
• May take longer depending on the issuing bank, card network, UPI handle, or Razorpay settlement cycle

Vedika shall not be responsible for delays attributable to banks or payment gateway intermediaries.

1.5 No Chargeback Abuse

By using the Platform, users explicitly agree not to raise fraudulent chargeback disputes with banks, card issuers, or payment processors for services that have already been delivered, partially delivered, or attempted to be delivered. Chargebacks raised after consuming services constitute misuse of banking processes and may lead to suspension of the user's account, forfeiture of service rights, and initiation of legal action to recover operational, legal, and administrative costs. Vedika reserves full rights to present evidence of service delivery to Razorpay, acquiring banks, and other financial institutions to defend against unjustified chargebacks.