Cancellation & Refund Policy

Healthiespan E Services believes in helping its customers as far as possible and therefore follows a customer-friendly cancellation and refund policy. This policy applies to all services offered on our platform including doctor consultations, lab tests, home diagnostics, health packages, physiotherapy, and nursing care services. Please read the following terms carefully before making a booking.

1. Doctor Consultations

• Cancellations are accepted if the request is made at least 2 hours before the scheduled appointment time. Requests made after this window may not be entertained.
• If a cancellation is approved, the full consultation fee will be refunded to the original payment method within 3–5 business days via Cashfree Payments.
• If the assigned doctor is unavailable and Healthiespan is unable to provide an alternative, a full refund will be initiated automatically.
• No-shows (patient does not attend at the scheduled time without prior cancellation) are not eligible for a refund.
• Rescheduling is allowed once at no extra charge if requested at least 2 hours before the appointment.

2. Lab Tests & Home Diagnostics

• Cancellations for lab test orders are accepted only if the sample has not yet been collected. Once collection is initiated, cancellation requests will not be entertained.
• If a home collection visit cannot be completed due to Healthiespan's inability to dispatch a phlebotomist, a full refund will be processed.
• In case of incorrect or damaged sample collection attributable to our team, a free re-collection or full refund will be offered.
• If a test report is significantly delayed beyond the communicated turnaround time due to our error, a partial or full refund may be considered upon review.

3. Health Packages

• Health package bookings can be cancelled within 24 hours of purchasefor a full refund, provided no services under the package have been availed.
• If a package has been partially used, a refund will be calculated on a pro-rata basis for unused services only.
• Packages marked as non-refundable at the time of purchase are not eligible for cancellation or refund.

4. Physiotherapy & Home Care Services

• Cancellations must be made at least 4 hours before the scheduled home visit. Late cancellations may attract a cancellation fee up to 50% of the session charge.
• If Healthiespan's caregiver or physiotherapist fails to show up without prior notice, a full refund will be issued.

5. Refund Process

• All approved refunds are processed through Cashfree Payments, our payment aggregator.
• Refunds are credited to the original payment method (UPI, debit/credit card, or net banking) within 3–5 business days of approval.
• To initiate a refund, contact our support team at care@healthiespan.com or call +91 81061 06964 with your booking ID and payment reference.
• Refund requests must be raised within same day of the scheduled service date for consultations, and within 24 hours of sample collection for lab orders.

6. Non-Refundable Cases

• Services already rendered or reports already issued.
• Patient no-shows without prior cancellation notice.
• Cancellations made after the applicable cancellation window has passed.
• Services purchased during special promotional offers marked as non-refundable.

7. Disputes & Grievances

If you are dissatisfied with the quality of a service received, please contact our Customer Service team within 24 hours of the service. Our team will investigate the complaint and communicate a resolution within 48 hours.

For escalations or unresolved disputes, write to us at care@healthiespan.com. Healthiespan reserves the right to make a final decision on all refund and cancellation requests after due verification.