CANCELLATION AND REFUND POLICY

At AYUXA (a brand of OLDFUL HEALTH CARE PLATFORMS LLP), we strive to ensure the highest quality of care, transparency, and service. However, we understand that circumstances may change. This policy strictly outlines the conditions under which cancellations and refunds are processed for our various service verticals.

1. Diagnostic Services (Blood Tests & Health Packages)

Our diagnostic services are fulfilled via our partner, Redcliffe Labs.

• Full Refund: You are eligible for a 100% refund if you cancel the booking at least 2 hours before the scheduled home collection slot.
• Partial Refund / Convenience Fee: If a cancellation is made within 2 hours of the scheduled slot, or if the phlebotomist has already been dispatched to your location, a non-refundable visit fee (₹150–₹250) will be strictly deducted from the refund amount.
• Patient Non-Cooperation: If the phlebotomist arrives but the patient refuses the needle, is uncooperative, or the environment is deemed unsafe, the booking will be marked as "Completed" and no refund will be issued.
• Technical Rejections: If a sample is rejected by the lab due to technical reasons (e.g., hemolysis) or becomes "unfit for testing," AYUXA will offer a free re-collection. If you opt not to re-test, a full refund will be processed.

2. Medicine Delivery (Local Stores)

Medicines are fulfilled by independent local pharmacies.

• Dispatch Cut-off: You may cancel an order at any time before the local store dispatches the delivery. Once the order status is "Out for Delivery," it cannot be cancelled.
• Returns & Refunds: Returns are strictly evaluated and only accepted for:
  • Damaged or tampered packaging at the exact time of delivery.
  • Expired medication.
  • Incorrect medicine delivered (mismatch with the validated prescription).
• Cold-Chain & Restricted Drugs: Medicines requiring refrigeration (e.g., Insulin, Vaccines) and "Schedule X" drugs are strictly non-returnable and non-refundable once they leave the pharmacy premises, as temperature integrity cannot be verified.

3. Care & Concierge Services

• One-time Care Visits: Cancellations made 24 hours prior to the scheduled visit are eligible for a full refund. Cancellations made within 24 hours will incur a strict 20% service/blocking fee.
• No-Shows & Unsafe Environments: If our caregiver arrives at the location and the client is unavailable (No-Show), refuses service, or the environment is hostile/unsafe, 100% of the booking fee is forfeited.
• Subscription Plans: As per our Terms & Conditions, mid-cycle cancellations of monthly, quarterly, or annual care plans do not yield pro-rata refunds. Subscriptions are billed on a use-it-or-lose-it basis for the current billing cycle.

4. Refund Processing & Timelines

All financial transactions are handled securely through the Razorpay payment gateway.

• Mode of Refund: Approved refunds will be credited back to the original payment method (Bank Account, UPI, or Credit/Debit Card) used during the transaction.
• Gateway & Processing Fees: Any internet handling fees, convenience charges, or Razorpay processing levies incurred during the original transaction are non-refundable. Only the core service/product value will be refunded.
• Timeline: Once AYUXA initiates the refund, it typically takes 5 to 7 working days to reflect in your account, depending entirely on your bank’s internal processing times. AYUXA is not liable for banking delays.
• Notification: You will receive an automated confirmation via SMS/WhatsApp (via fast2sms) and email once the refund has been initiated from our end.