Refund & Cancellation Policy

1. Overview
This policy applies to all Indian domestic subscription packages:
Single Parent Plans
Both Parent Plans
Add-on Emergency Visits
Specialist Consultations (US-based health maintenance discussion + US specialist consults)

2. Cancellation Policy
2.1. Cancellation Within the 7-Day Cooling-Off Period
You can cancel within 7 days of purchase if:
No doctor visit has been performed
No consultation (Indian or US) has been done
✅ Full refund (minus payment gateway fees).

2.2. Cancellation After the Cooling-Off Period
Refund depends on usage:
A. If No Visit or Consultation Has Occurred
80% refund of package fee.
B. If One or More Home Visits Have Been Done
Refund = Package Price
− (Number of Visits × Rs 4000)
− 10% administrative charge
C. Emergency Visit Used
Deduct Rs 5,000 per emergency visit.
D. US Health Maintenance Discussion Used
Deduct Rs 4000 per discussion.
E. US Specialist Consultation Booked/Completed
Non-refundable
(Institution-based scheduling & time slot blocking.)

2.3. Cancellation When Visit Already Scheduled
If a visit is scheduled (doctor allocated):
Situation Deduction
Cancel before doctor starts travel Rs 1,000 coordination fee
Cancel after doctor reaches door/gate Rs 2,000 deduction

3. Refund Processing Timeline
Payment Mode Refund Initiation Completion Time
UPI Within 48 hours 2–5 business days
Cards (Credit/Debit) Within 48 hours 5–7 business days
Net Banking Within 48 hours 3–7 business days
International Payments (only for specialist consults) Within 72 hours 7–14 business days
Bank Transfer Within 48 hours 3–5 business days

Delays may occur due to bank holidays or third-party payment gateways.

4. When Refunds Will Not Be Issued
Refund is not applicable if:
Multiple visits (3 or more) are missed by customer intentionally.
Fraudulent submissions or misuse of services.
Package bought under a "Non-Refundable" promotional scheme.
Specialist consultations with premium US institutions (Harvard/MSK/Mayo) — these follow custom pricing and are non-refundable once scheduled.
Incorrect address/information provided causing service disruption.

5. Refund Request Process
To request a refund/cancellation:
📧 Email: shounak.celvianacare@gmail.com
📞 Phone/WhatsApp: +91 90514 69144

Provide:
Client name
Package purchased
Reason for cancellation
Payment receipt
Bank/UPI details (if needed)
Updates will be shared via WhatsApp and email.

6. Special Cases (Flexible Refunds)
The following cases will receive special consideration:
Parent's demise
Long-term hospitalization (ICU/ventilator long stay)
Client shifting permanently outside service area
Duplicate or erroneous payment

Depending on the situation, the refund may be:
✔ Full
✔ Partial (pro-rata)

7. Amendments
Vance Health and Celviana Care & Wellness reserves the right to revise this policy.
All updates will be communicated via WhatsApp, email, and website.