This policy explains how cancellation, rescheduling and refunds work for healthcare services booked through HANUONE.
This Policy explains cancellation, rescheduling and refund rules for healthcare services booked through HANUONE.
Different services may have different cancellation rules because healthcare services may involve professional allocation, travel, sample collection, clinical consultation or laboratory processing.
Users may request cancellation before service delivery subject to the applicable service terms.
Cancellation charges may apply after professional allocation, travel commencement, professional arrival or service commencement.
Once the service has started, charges for completed services are generally non-refundable.
For individual physiotherapy visits, cancellation rules may depend on the time remaining before the appointment.
For packages, completed sessions are generally non-refundable while unused future sessions may be considered according to package terms.
For unused packages, cancellation may be considered according to package-specific terms.
If one or more services have already been used, the refund may be calculated after deducting the value of consumed services and applicable charges.
Promotional package discounts may affect refund calculations.
Cancellation depends on order acceptance, packing, dispatch, product type, prescription requirements, return restrictions and applicable pharmacy policy.
Certain medicines or temperature-sensitive products may be non-returnable after dispatch or delivery where permitted by law.
If HANUONE or a Healthcare Provider cancels a prepaid service before delivery, the user may generally receive rescheduling or an eligible refund.
The option may depend on the circumstances and service type.
If the original Healthcare Provider becomes unavailable, HANUONE may offer an appropriately qualified replacement.
The user may accept, reschedule or cancel according to the applicable service rules.
If an online consultation cannot be completed because of a significant technical failure attributable to HANUONE or the Healthcare Provider, HANUONE may provide reconnection, rescheduling or an eligible refund.
If the user’s account is debited but the booking is not successfully confirmed, the transaction may be automatically reversed/refunded through the payment system.
Users should contact support if the amount remains unresolved.
Verified duplicate payments may be refunded.
Users should provide both transaction references where available.
Subject to applicable law, refunds may generally not be available in these situations.
Where approved, the refund may consider the items above.
Approved refunds will generally be made to the original payment method.
The refund may be processed through the applicable payment gateway.
HANUONE will initiate approved refunds within its applicable internal processing period.
The time required for the amount to appear in the user’s account depends on the payment gateway, bank, card issuer or other financial institution.
Promotional discounts, coupons, referral benefits and credits are subject to their specific terms.
Promotional benefits generally cannot be converted into cash.
Refunds will normally be limited to the amount actually paid, subject to applicable deductions.
A no-show may result in partial or no refund.
HANUONE may review exceptional refund requests and supporting information may be requested.
Users should immediately notify their bank/payment provider and HANUONE if they suspect unauthorized transactions.
Users should never share OTP, PIN, password, card security information or account credentials.
If a user raises a payment dispute or chargeback, HANUONE may provide transaction and service information to the relevant payment provider as legally permitted.
A transaction should not ordinarily receive both a chargeback and a direct refund.
Where a service is fulfilled by an independent Healthcare Provider, laboratory, pharmacy, hospital or clinic, applicable provider-specific cancellation conditions may also apply.
HANUONE may coordinate with the relevant provider when reviewing refund requests.
Nothing in this Policy removes or restricts rights available under applicable Indian consumer-protection law.
Where mandatory law provides a different or more favorable remedy, applicable law will prevail.
Cancellation may be requested through HANUONE or customer support.
Users should provide name, registered mobile number, Booking ID, service, reason where requested and payment reference.
The cancellation time will generally be based on when HANUONE successfully receives the request.
PAGD Healthcare may update this Policy periodically.
The latest version will be published on the HANUONE website.
PAGD Healthcare Network Private Limited
Refund Email: [INSERT EMAIL]
Customer Support: [INSERT PHONE]
Registered Office: [INSERT ADDRESS]
Please mention the Booking ID and Transaction ID for faster resolution.
Healthcare services involve professional time, clinical work, travel, sample collection and laboratory processing.
Therefore, cancellation and refund eligibility may depend on the actual stage of service delivery.
Nothing in this Policy limits any right or remedy that cannot legally be excluded.
PAGD Healthcare Network Private Limited
Operator of HANUONE
