Refund Policy - Healnixa
We strive to offer a seamless experience to our customers that entail any payment that our users or patients make. With this, we have a very smooth payment and cancellation policy set below.
Policy Overview
At Healnixa, we are committed to providing transparent and fair refund policies for all our services. This policy outlines the terms and conditions under which refunds may be processed for various services offered through our platform.
Our refund policy applies to payments made for consultations, assessments, bookings, and other services available on the Healnixa platform.
Refund Eligibility Criteria
Eligible for Refund
- Cancellation of appointment/consultation at least 24 hours before the scheduled time
- Service not provided due to technical issues on our platform
- Duplicate payment made by mistake
- Service cancelled by the healthcare provider/hospital
- Payment made for a service that is no longer available
- Assessment or consultation not completed due to platform errors
Not Eligible for Refund
- Cancellation of appointment/consultation less than 24 hours before scheduled time
- No-show for scheduled appointment or consultation
- Service already provided or consultation completed
- Assessment results already generated and shared
- Refund request made after 30 days from the date of payment
- Services availed through third-party payment gateways or partners (subject to their policies)
Refund Process
Submit Refund Request
Contact our customer support team via email at hello@healnixa.com or through the "Contact Us" section on our website. Please include your transaction ID, payment details, and reason for refund request.
Review and Verification
Our team will review your refund request and verify the eligibility based on our refund policy. We may request additional information or documentation if needed.
Processing
Once approved, the refund will be processed to the original payment method used for the transaction. The processing time depends on your payment method and bank.
Confirmation
You will receive an email confirmation once the refund has been processed. The amount will reflect in your account based on your bank's processing time.
Timeline for Refunds
Processing Time
- Refund Request Review: 2-3 business days
- Refund Processing: 5-7 business days after approval
- Credit Card/Debit Card: 7-14 business days to reflect in your account
- UPI/Wallet: 3-5 business days to reflect in your account
- Net Banking: 5-7 business days to reflect in your account
Note: The actual time for refund to reflect in your account may vary based on your bank's processing time. We process refunds as quickly as possible once approved.
Partial Refunds
In certain cases, partial refunds may be applicable:
- If a consultation has been partially completed, a proportional refund may be processed
- If multiple services were booked together and one service is cancelled, only the cancelled service amount will be refunded
- Administrative or processing fees, if any, may be deducted from the refund amount as per the terms of service
Contact Information for Refund Requests
For any refund-related queries or to submit a refund request, please contact us:
Email: hello@healnixa.com
Phone: +91-XXXXXXXXXX
Business Hours: Monday to Saturday, 9:00 AM to 6:00 PM IST
Please include the following information in your refund request:
- Transaction ID or Payment Reference Number
- Date of payment
- Amount paid
- Service booked
- Reason for refund request
Important Notes
- All refunds will be processed to the original payment method used for the transaction
- Refund requests must be submitted within 30 days of the payment date
- Refund policy is subject to change without prior notice. Please review this policy periodically
- For services booked through partner hospitals or third-party providers, refund policies of those entities may apply
- Healnixa reserves the right to refuse refund requests that do not meet the eligibility criteria