This Cancellation and Refund Policy (“Policy”) governs all bookings, purchases, and transactions made through the Dr. Wound App (“Platform,” “we,” “our,” or “us”), operated by [Insert Company Name].
By accessing or using the Platform, you (“User,” “Customer,” or “Patient”) agree to be bound by this Policy. Please read it carefully before booking any service or purchasing any product.
1. Scope
This Policy applies to:
- Home Dressing Services (nursing or wound care appointments at home)
- Doctor Consultations (video, tele, or in-person appointments)
- Vendor Product Purchases (medical supplies, braces, compression stockings, orthotics, etc.)
Each category has distinct cancellation and refund conditions, as described below.
2. General Terms
- All bookings and purchases on Dr. Wound App are confirmed transactions once payment is successfully completed.
- We follow a strict no-cancellation and limited-refund policy, considering the nature of medical services and personalized logistics involved.
- Users are advised to review details carefully before confirming bookings or placing product orders.
3. Home Dressing Services
3.1. Cancellation
- Once a home dressing service is booked and payment confirmed, the User cannot cancel the booking.
- For packages, unutilized sessions will be refunded, and utilized sessions will be charged as a single session.
- This is because professional nurses or wound care experts are scheduled in advance and resources are allocated immediately upon booking.
3.2. Rescheduling
- Rescheduling of home dressing appointments is not permitted once booked.
- In exceptional cases (e.g., verified medical emergencies or service provider unavailability), users may contact Dr. Wound Support for review. Approval for rescheduling, if granted, will be entirely at the discretion of the Company.
3.3. Refunds
- There are no refunds for completed, missed, or late-attended home dressing appointments.
- Refunds will only be considered in the following limited circumstances:
- If the service provider (nurse or healthcare professional) fails to attend or cancels the appointment for reasons attributable to the Company or Partner;
- If there is a technical or operational error resulting in duplicate payment or failed booking confirmation.
In such cases, refunds will be processed within 7–10 business days to the original payment method.
4. Doctor Consultation Services
4.1. Cancellation
- Once a doctor consultation is booked, the User cannot cancel the booking.
- The Company does not provide refunds for cancellations initiated by the User.
4.2. Rescheduling
- Users may reschedule a doctor consultation only within 24 hours of the original booking time.
- Rescheduling requests made after 24 hours will not be accepted, and the booking will be treated as confirmed.
- Rescheduling can be done directly through the app or by contacting our support team before the time window expires.
4.3. Refunds
Refunds will be issued only if:
- The doctor cancels the appointment due to unavailability, or
- A technical failure prevents the session from taking place (e.g., payment deducted but consultation not initiated).
Approved refunds will be processed within 7–10 business days.
5. Vendor Product Purchases
5.1. Order Cancellation
- Once a product order (such as compression stockings, orthotics, or braces) is placed and payment confirmed, the User cannot cancel the order.
- Vendors begin processing immediately after order confirmation to ensure timely delivery of medical items.
5.2. Returns and Exchanges
- No returns are accepted once an item is purchased.
- However, exchange of items is allowed only in the following cases:
- Size variation: The received product does not fit as per the ordered size.
- Manufacturing defect or damage: Verified by our quality inspection team.
The item must be:
- Unused and in its original packaging,
- Returned within 7 days of delivery, and
- Accompanied by the original invoice and proof of purchase.
Exchanges will be processed once the returned product passes inspection. If the same item/size is unavailable, a replacement or credit note may be issued at the Company’s discretion.
5.3. Refunds
- No direct monetary refund will be issued for vendor product purchases.
- Refunds will only be issued in case:
- The product is out of stock after payment, or
- The Vendor/Company cancels the order before shipment.
Refunds in such rare cases will be processed within 10 business days.
6. Payment Failures or Technical Errors
If a User’s account is charged but the transaction fails due to:
- Network disruption,
- Payment gateway malfunction, or
- Technical system error,
The Company will verify the failed transaction and initiate a refund or confirm the booking manually within 7–10 business days, depending on the nature of the issue.
7. Quality Assurance and Service Failures
- The Company acts as an intermediary connecting users with verified doctors, healthcare professionals, and vendors.
- While we ensure that all partners meet quality and professional standards, the Company is not responsible for errors or negligence by independent partners.
- In case of verified service failure attributable to the Company or Platform error, refunds or re-services may be offered solely at our discretion.
8. Method of Refund
All approved refunds (where applicable) will be processed:
- To the original payment method used during booking,
- Within 7–10 business days from the date of approval, and
- May vary depending on the User’s bank or payment provider’s policies.
9. No Cash Refunds
All refunds, if any, will be processed through electronic means only. The Company does not issue cash, cheque, or manual refunds under any circumstance.
10. Force Majeure
The Company shall not be held liable for any cancellations, delays, or failures arising from causes beyond its control, including:
- Natural disasters, pandemics, or government restrictions,
- Internet or power outages,
- Strikes, lockdowns, or emergencies affecting medical personnel or logistics.
In such cases, the Company will make reasonable efforts to reschedule services or provide alternative solutions.
11. Dispute Resolution
- Any disputes regarding cancellations, refunds, or exchanges will be reviewed by the Company’s internal grievance team.
- Users may contact our support team at drfootapp@gmail.com within 7 days of the issue.
- The Company’s decision on refund eligibility shall be final and binding.
12. Governing Law and Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of India. In case of disputes, the same shall be subject to the exclusive jurisdiction of the courts at [Insert City, e.g., Bengaluru, Karnataka].
13. Contact Information
For any questions, grievances, or refund-related queries, contact:
Dr. Wound App – Support & Refunds Team
Email: drfootapp@gmail.com
Phone: 8977544193