Cancellation & Refund Policy

Introduction

This Cancellation and Refund Policy details the terms associated with cancellations, refunding and payments made in the Sanova Private Limited platform. This is an agreement to this policy by booking any service through Sanova Private Limited. Sanova Private Limited is, in fact, a digital service platform that links end users with independent healthcare service providers including doctors, diagnostic centres, pharmacies, hospitals, and ambulance services providers.

No Cancellation Policy

At present, every single booking and service at Sanova Private Limited is non-refundable.

Once a user has:

• Booked a doctor appointment
• Made an online appointment
• Booked a diagnostic test
• Ordered medicines
• Booked ambulance services
• Paid service via the site

The platform does not allow cancelling the booking. Any cancellation requests should be directly handled with the concerned doctor, hospital, diagnostic centre, pharmacy or service provider.

Sanova Private Limited only acts as a facilitator and is not responsible for cancellations made by service providers.

No Refund Policy

The payments that are done via the Sanova Private Limited platform are considered to be non-refundable. Sanova Private Limited does not offer refund on:

• Bookings of doctors appointments
• Online consultations
• Diagnostic test bookings
• Medicine orders
• Ambulance bookings
• Hospital bed bookings
• Service fees
• Platform convenience fees

Payments to Service Providers

Sanova Private Limited is a platform that provides payment between the users and the third party service providers. After payment has been done and handed over to the service provider, Sanova Private Limited has no obligation to give refunds.

Any refund request where applicable will be under the respective service provider refund policy and will have to be done directly between the user and the service provider.

Service Issues

Sanova Private Limited will not be under the obligation to refund in the event of:

• Doctor unavailable or appointment rescheduled
• Delay in consultation
• Delay in diagnostic report
• Medicine delivery delay
• Ambulance delay
• Hospital bed unavailable
• Service dissatisfaction
• Medical treatment outcome

Sanova Private Limited does not do more than match users with service providers.

Duplicate Payment / Payment Failure

Users can refer to the Sanova Private Limited support with transaction details in case of duplicate payment because of technical error or payment gateway failure. This will be checked and in case it is proved, the reversal of the duplicate amount can be carried out within a reasonable period.

Policy Changes

Sanova Private Limited has the right to revise or amend this Cancellation and Refund Policy any time without any prior notice. It is recommended that users should revise this policy on a regular basis.