Refund & Cancellation Policy

Policy: Refund Policy

1. Purpose and Scope

This Policy Sets out the terms on which House of Diagnostics Healthcare Pvt. Ltd. (HOD) will issue a credit note or refund where a patient has paid for a diagnostic test or package that is subsequently not performed, in whole or in part. It applies to all bookings made through any HOD centre, website, application or call centre, regardless Of the mode of payment.

2. Key terms used in this policy

1. Booking- is a confirmed order for one or more tests against a single payment Or payment reference

2. List price- is HOD's standard, non-discounted price for a test at the time of booking

3. Credit note- is a documented entitlement to the value Of an unutilized payment, redeemable against future tests at HOD

4. Sample collected- is a specimen that has been drawn, or a scan/procedure that has commenced, for the relevant test.

3. General Principle

Any amount paid to HOD is personal to the booking against which it was received and is not transferable to any other patient, account or booking.

4. Where no tests have been performed - Credit Note and Refund

4.1. Credit note (preferred route). If no test under a booking has been performed within 30 days of the booking date, the patient may request a credit note for the amount paid. The credit note may be adjusted against any future tests booked by the patient at HOD.

4.2. Validity of credit notes and unutilised advances. Any amount paid against a booking, Or held as a credit note, must be utilised within 9 months ofthe original booking date (or, for a credit note, its date of issue). Any amount not so utilised within the 9-month window shall stand forfeited and no refund or further adjustment will be entertained thereafter.

4.3. Refund in lieu of credit note. A patient who does not wish to take a credit note may instead request a refund, provided (i) the refund request is raised within 90 days of the booking date, and (ii) no test under the booking has been performed. Refund requests received after 90 days will not be entertained; the amount may, however, be utilised as a credit note within the 9- month window referred to in section I .2 above.

5. Reversal of Discounts

Where a booking was made at any discounted price - including but not limited to special offers, promotional discounts, package prices, Corporate rates, doctor referral discounts, or any other concessional pricing extended to the patient - the benefit of such discount will be withdrawn for the purpose of calculating the refund or credit note. The amount payable to the patient shall be the amount actually paid, less (i) the list price Of the tests already performed or for which samples have been collected Or specially ordered reagents/isotopes procured, and (ii) any non-recoverable taxes and transaction charges. In no event shall the rollback Of discount result in the patient owing any additional amount to HOD, and in no event shall the refund or credit note exceed the amount actually paid.

6. Where a package has been partially availed or a Specially Priced Booking has been made

Where a booking has been made at a package price or any Other specially priced arrangement, and One or more of the tests included in such booking have been performed, or the sample has been collected, or specially ordered reagents/isotopes have been consumed, the booking will be treated as fully availed and no refund or credit note will be issued for the remaining, unperformed tests.

6.1 Illustration

A package of 5 tests, each individually priced at Rs. 100 (list price Rs. 500), is offered at a package price of Rs. 300, which the patient pays.

7. Specially Ordered Biomolecules and Radioactive Molecules

Any deposit collected for special Biomolecules and Radioactive Molecules specially ordered for a patient will be subject to necessary deductions, including the cost of such procurement, before any refund or credit note is issued.

8. PET-CT Cancellation terms

The PET CT medicinal dose such as FDG/DOTA/PSMA are time-sensitive radiopharmaceuticals that are ordered specifically for a scheduled appointment and deteriorate rapidly once prepared. Accordingly, in case ofa same-day cancellation, no show or late-show - this amount will be forfeited. Please ensure to inform HOD at least a day prior to any impending cancellation, so that the procurement of the isotope is deferred. Cancellation charges of Rs. 5,000/- will be applicable in case of no-show, late-show or cancellation after 8 pm the day prior to PET Scan.

9. Mode, Timelines and Deductions for Refunds

9.1. Refund requests received within 30 days of payment. Where the refund request is received and the refund is processed within 30 days of the date of payment, the refund will be made back to the original mode of payment (credit card, debit card, UP l, net banking, or the payment gateway used).

9.1.1. Cash refund will only be made in respect of payments received in cash. Under no circumstances will cash refunds be made for payments made through digital modes of transaction

9.1.2. Bank details. Where a refund is to be made by NEFT Or online transfer, the patient must provide complete and correct bank account details. House of Diagnostics shall not be liable for any loss arising from incorrect bank account details provided by the patient.

9.1.3. Processing time. Approved refunds will be processed within 15 working days of completion of the necessary paperwork formalities by the patient.

9.1.4. Refund requests received after 30 days of payment. Where the refund request is received 30 days after the date of payment, the refund will be made in the form of a Credit Note in accordance with point I.

10. Once a Test Has Been Performed

No refund or credit note is payable in respect of any test once it has been performed.

11. Grievance Redressal

For any refund, credit note, or cancellation request, or if a patient is dissatisfied with the resolution offered, they can write to HOD at info@hod.team with their booking reference number or call HOD at 9089089089.