This Cancellation and Refund Policy (“Policy”) is made available by Kibo Health Private Limited (“Company”), operating a website available at kiboclinics.com (collectively “Platform”), in relation to specific services offered by the Company. This Policy gives you an option to cancel the services booked, within the specified period and in a form and manner, specified herein and/or such other policies as may be applicable from time to time.
The Company shall not be liable or accountable for issuing refunds in the circumstances where You have: (a) not followed the process of cancelling as provided in this Policy and in other communications to You, and/or (b) acted in a bad faith or fraudulent manner. Further, in the event of abuse of the Platform or the Platform policies which include, indication of any fraudulent or suspicious activity or behavior on our Platform or association with any such activity or behavior, (“Abuse of Platform Policies”); the Company shall at its sole discretion not accept any cancellation initiated by You.
The cancellation and refunds thereto shall be processed and shall be governed by the following protocols –
| Reason for Cancellation | Cancellation Protocol | Refunds Protocol |
|---|---|---|
| Due to unavailability of the Patient | 1 hour prior to the scheduled consultation time | In case of pre-payment, consultation fee once paid is non-refundable |
| No Show | Not Applicable | In case of pre-payment, consultation fee once paid is non-refundable |
| Due to unavailability of Doctor/ cancellation initiated by the Company due to unavoidable circumstances | The patient will be communicated about the instance and alternate slot would be requested. If the patient does not want to book an alternate slot and wants to cancel the appointment, we will cancel the appointment. | In case of pre-payment, 100% of the consultation fee will be refunded from our end within 7–15 business days. |
| Reason for Cancellation | Cancellation SOP | Refunds SOP |
|---|---|---|
| Due to unavailability of the Patient | Cancellation: 24 hours prior to the scheduled procedure time. | Once you have confirmed and booked the procedure, the booking amount paid will be non-refundable. If entire package amount is paid, the same is non-refundable. However, the amount can be adjusted if the patient wants to undergo the procedure at a later date. Unused sessions can be rescheduled within 18 months of booking. Transfer of unused session to another individual is not permitted. |
| Patient wants to cancel the package midway | If the patient wants to cancel the package midway, the package amount paid will be non-refundable. The amount can be adjusted for undergoing sessions at a later date within 18 months of booking. | |
| Due to unavailability of Doctor/Any other reason from our end | 4 hours prior to the scheduled procedure time. The patient will be communicated about the instance and alternate slot would be requested. If the patient does not want to book an alternate slot and wants to cancel the session, the same cannot be offered; instead, the validity of the remaining sessions can be extended. | Once you have confirmed and booked the procedure, the booking amount paid will be non-refundable. If the entire package amount for all sessions is paid, the same is non-refundable. The procedure amount can be adjusted if the patient wants to undergo the procedure at a later date. Alternatively, if the patient does not wish to reschedule, the patient can choose to undergo the procedure with some other doctor in case of doctor unavailability. |
| Reason for Cancellation | Cancellation SOP | Refunds SOP |
|---|---|---|
| Due to unavailability of the Patient | Cancellations are allowed 72 hours before the scheduled procedure time. | Once you have confirmed and booked the surgery, the booking amount paid will be non-refundable. However, the amount can be adjusted if the patient wants to undergo the surgery at a later date. |
| Cancellations within 72 hours of the scheduled procedure | Once you have confirmed and booked the surgery, the booking amount paid will be non-refundable. However, the amount can be adjusted if the patient wants to undergo the surgery at a later date. An additional rescheduling fee of INR 5000 will be charged. | |
| Patient wants to cancel the package midway | If the patient wants to cancel the package midway, the package amount paid will be non-refundable. The amount can be adjusted for undergoing sessions at a later date within 18 months of booking. | |
| Due to unavailability of Doctor/Any other reason from our end | 24 hours prior to the scheduled procedure time. The patient will be communicated about the instance and alternate slot would be requested. If the patient does not want to book an alternate slot and wants to cancel the surgery, the same will be cancelled. | The booking amount paid is non-refundable and can be utilized for any future surgeries or procedures. The patient will be given flexibility to select the date as per their convenience to reschedule the surgery or undergo the surgery with another surgeon. |
Refund
Refund will be credited to the same source of payment from which payment was received, after deducting any applicable charges (where applicable), once the cancellation is confirmed. If you desire to cancel a service, then you shall be entitled to receive only the amount actually paid by you for the availment of such service, subject to applicable deductions and any offer, promotion, discount applied to such product shall be forfeited. In case of any discrepancies regarding receipt of refund amount, the Company may request for additional information such as bank statement or any other relevant document.
Following are the processing timelines after the cancellation is confirmed by us.
| Refund Method | Refund Time Frame |
|---|---|
| Credit Card, Debit Card, Net Banking, UPI Linked Bank Account | 7-15 Business Days |
Miscellaneous
Please note that all the customer claims and requests for cancellation/refund shall be subject to the satisfaction of the Company. The Company reserves the right, at its sole discretion, to amend, change, modify, add or remove any portion of this Policy at any time without any prior written notice to you. It is your responsibility to review this Policy periodically for any updates/ changes.
For any further queries regarding return, exchange or refund, please reach out to customer support at contact@kiboclinics.com
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