Refund & Cancellation Policy

1. Overview

Refunds are handled fairly and promptly. In summary:

2. Appointment Cancellation

You may cancel a paid appointment by calling +91 80024 89809, messaging us on WhatsApp, or emailing [email protected]. Please quote the name, phone number and date/time of the booking.

• More than 24 hours before your slot — the full amount is refunded, with no deduction.
• Between 6 and 24 hours before your slot — 75% of the amount is refunded. Alternatively, you may reschedule once at no cost and retain the full value.
• Less than 6 hours before your slot — 50% of the amount is refunded, since the slot can rarely be reallocated at short notice. You may instead reschedule once at no cost.

The time of cancellation is the time at which we receive your call, message or email.

3. Rescheduling

Rescheduling is free of charge when requested at least 6 hours before your slot, subject to availability. Each booking may be rescheduled up to two times; a further change is treated as a cancellation under Section 2. A rescheduled appointment must be taken within 60 days of the original date, after which the amount is treated as consumed.

4. No-Show Policy

If you do not attend your appointment and did not inform us beforehand, the amount paid is not refundable, as the practitioner's time was reserved for you and could not be offered to another patient. If you were prevented from attending by a genuine emergency, please tell us as soon as possible — we will review the situation sympathetically and may allow a one-time reschedule at our discretion.

5. Cancellation by the Clinic

If we cancel or postpone your appointment — because of practitioner unavailability, an emergency, or any circumstance on our side — you may choose either:

• a full refund of everything you paid, with no deduction whatsoever; or
• a priority reschedule to a date and slot of your choosing, subject to availability.

We will contact you as early as possible and will never keep an amount for a service we could not provide.

6. Treatment Packages & Multi-Session Therapies

• A package may be cancelled before the first session for a full refund.
• Once sessions have begun, the refund is calculated as: amount paid − (number of sessions taken × the standard single-session rate) − the cost of any medicines or materials already dispensed. Any package discount is forfeited on partial use.
• Packages are valid for the period stated at the time of purchase. Unused sessions expire at the end of that period and are not refundable, unless the delay was caused by us.
• Packages are personal to the patient and are not transferable to another person without our written consent.
• If the practitioner advises discontinuing a treatment on medical grounds, the unused balance is refunded in full.

7. Products & Medicines

7.1 When we will replace or refund

• The product arrived damaged, leaking or broken.
• The wrong item was supplied.
• The item was expired or within 30 days of expiry at the time of delivery.
• The item was defective or the seal was already compromised on arrival.

Report such an issue within 48 hours of delivery, with photographs of the product, the label and the outer packaging, to [email protected] or on WhatsApp. Once verified, we will send a free replacement or issue a full refund including shipping charges — whichever you prefer.

7.2 Unopened returns

A sealed, unopened, undamaged product in its original packaging may be returned within 7 days of delivery. On receipt and inspection we refund the product value; the original and return shipping charges are not refunded. Return shipping is arranged by you unless the return is due to our error.

7.3 Items that cannot be returned

• Opened, used or partially consumed medicines and preparations.
• Products custom-prepared or compounded specifically for you.
• Items reported after the 7-day window, or without proof of purchase.
• Items damaged by incorrect storage or handling after delivery.

8. Shipping & Delivery

• Orders are dispatched within 2–4 working days of confirmation.
• Delivery normally takes 5–10 working days from dispatch, depending on the destination pin code.
• Shipping charges, where applicable, are displayed at checkout before you pay.
• We currently ship within India only.
• Tracking details are shared once the consignment is handed to the courier.
• If a consignment is returned to us as undeliverable because the address was incorrect or nobody was available to receive it, we refund the product value less the shipping cost actually incurred.

9. Refund Method & Timeline

All refunds are made to the original payment method. We do not issue refunds in cash against an online payment, or to a different account or card.

Once a refund is initiated we share the reference number with you. The final credit timeline depends on your bank or card issuer and is outside our control. If the amount has not reached you within 10 working days of initiation, contact us with the reference number and we will follow it up with the payment gateway on your behalf.

Refunds of payments made in cash at the clinic are made in cash at the clinic, against a signed receipt.

10. Failed & Duplicate Payments

• Amount debited but booking not confirmed: such transactions are normally auto-reversed by your bank within 5–7 working days. If the reversal does not appear, send us the transaction reference and we will trace it with the gateway and refund it in full.
• Duplicate payment: if you were charged twice for the same booking or order, the excess is refunded in full within 5–7 working days of verification. No deduction is applied.
• Wrong amount charged: the difference is refunded in full once verified.

11. Non-Refundable Items

• Consultations that have already taken place, whether in person or by phone.
• Diagnostic tests already performed, and laboratory charges already paid to a partner laboratory.
• Treatment sessions already administered.
• Opened or used medicines and preparations, and custom-compounded products.
• Missed appointments where no prior notice was given.
• Payment gateway or bank charges levied by a third party on a transaction.

Dissatisfaction with a treatment outcome is not by itself a ground for refund, because Ayurvedic results vary between individuals and no specific outcome is promised. If you are unhappy with your care, please tell us — we will arrange a review consultation with a senior practitioner at no additional charge.

12. How to Request a Refund

1. Contact us by phone, WhatsApp or email using the details at the bottom of this page.
2. Provide your name, registered phone number, date of the booking or order, amount paid and the transaction / payment reference ID.
3. State the reason for the request, and attach photographs where the request concerns a damaged or incorrect product.
4. We acknowledge within 48 hours and tell you whether the request is approved under this policy.
5. On approval, the refund is initiated within 3–5 working days and we share the refund reference with you.

Requests should be raised within 15 days of the transaction. Later requests will still be reviewed, but may not always be capable of being processed through the original payment channel.

13. Disputes & Chargebacks

If you disagree with a decision under this policy, write to us and your case will be reviewed by the clinic management, with a final response within 15 working days. We ask that you raise the matter with us before initiating a chargeback with your bank or card issuer, so that we have a fair opportunity to resolve it directly — this is almost always faster for you. Where a chargeback is raised, we will cooperate fully with the bank and Razorpay and provide the relevant records.

14. Contact Us

To cancel a booking, return a product or request a refund, please contact us using the details below. We aim to resolve every request quickly and fairly.