1. DEFINIITONS AND SCOPE         

• This Returns, Refunds and Cancellation Policy (“Policy”) lays out the circumstances under which Return, Refund and/or Cancellation shall be possible and the procedure for the same in the case of each of the Services provided by the Company to the User. 
• The Company reserves the right to modify this Policy at any time without any requirement for notification of the User in this regard whatsoever. 
• The Company reserves the right to deviate from this Policy in the evaluation, processing and/or treatment of any Return, Refund and/or Cancellation of the Services. The same shall be communicated to the User through the App from time to time. 
• This Policy is in line with the Terms of Use and Privacy Policy accessible on the App and the User shall be able to avail the Services only on the acceptance of the Terms of Use, Privacy Policy and this Policy herein. 
• This Policy is line with the Lab Agreement, Pharmacy Agreement, Diagnostic Centre Agreement and Partner Agreement accessible on the App and all such aforementioned vendors shall only be able to offer their Services on the App on the acceptance of the obligations of this Policy as well as the relevant Vendor Agreements.  
• Arkonex Healthcare Pvt Ltd (“Company”) is engaged in the provision of the following services: (“Services”) to the end user (“User”) through its proprietary digital platform (“App”):    
  • Pick-up and delivery of medication, medical equipment, etc. from the chosen pharmacy to the User (“Pharmacy Services”) 
  • Collection of User’s sample of (without limitation) blood, urine, etc. and delivery to the chosen laboratory for testing (“Lab Services”)
  • Provision of simple medical procedures including but not limited to administering injection(s), conducting simple medical investigations on the User, checking of blood pressure and blood sugar of the User and/or any other medical care/services required by the User which such partner is qualified to perform in accordance with applicable laws (“Nursing Services”)
  • Facilitating the fixing of an appointment for the User with any chosen diagnostic centre for the rendering of the chosen diagnostic testing services (“Diagnostic Services”)
  • Facilitating the fixing of an appointment for the employee of the chosen diagnostic centre for the rendering of the chosen diagnostic services at the premises of the User (“Remote Diagnostic Services”)
  • “Cancellation” shall mean and include the cancellation of any order placed by the User on the App in accordance with this Policy and the Company’s instructions from time to time.
  • “Return” shall mean and include an action of giving back an Unsuitable Product ordered by the User on the App in accordance with this Policy and the Company’s instructions from time to time.
  • “Refund” shall mean and include the process of restoration of the amount paid by the User for the Return of an Unsuitable Product(s) and/or any other Services not received, in accordance with this Policy and the Company’s instructions from time to time.

2. PHARMACY SERVICES  

1. Cancellation by User 
   • The User shall be entitled to cancel any order placed on the App for any Products within a period of 1 min from the initial placement of such Order, as indicated through the App. 
2. Return and Refund
   • In the event that any of the medication, medical equipment, etc. received from the chosen pharmacy and ordered by the User through the App (“Products”) is found to be: (“Unsuitable”)
     • past or near to its expiry date (medicines with an expiry date of less than 1 month shall be considered as near expiry); and/or
     • damaged in transit causing any breakage of the seal and/or rendering it unfit for use (do not to accept any product which has a tampered seal); and/or 
     • not in conformance with the order placed by the User on the App, including but not limited to wrong Products, wrong dosage, etc. 
   • In the event that the User identifies that the Product(s) received are damaged, then the User shall refrain from accepting delivery of such Products. 
   • The Return of any Unsuitable Products shall be subject to the following conditions:
     • Any wrong ordering of Product doesn’t qualify for Return.
     • Batch number of the Product being returned should match as mentioned on the invoice.
     • Return Requests arising due to change in prescription do not qualify for return of the Product.
     • Product being returned should only be in their original manufacturer's packaging i.e. with original price tags, labels, bar-code and invoice.
     • Partially consumed and/or used Products do not qualify for return, only fully unopened Products in their original and un-tampered packaging as received by the User may be returned.
   • In the event that the Products received by the User are Unsuitable for use, the User shall in return raise a request along with a photo of such Unsuitable Products (“Return Request”) with the Company’s customer care through the App and/or via phone or email within 48 hours from the receipt of such Unsuitable Products. The Company reserves the right to cancel the Return Request, if the User reaches out to the Company after a period of 48 hours of receipt of such Unsuitable Products. 
   • Certain categories of Products may be marked as non-returnable on App and these Products are not eligible for Return by the User and such Return Requests shall not be processed by the Company herein. 
   • Upon receiving your Return Request, the Company shall verify the authenticity and the nature of such request. In the event that the Company finds that the Return Request is genuine, it will initiate the refund process for the Unsuitable Products. The Company shall process the refund only once it has received the confirmation from the chosen pharmacy concerned in respect of the contents of the Unsuitable Product.
   • In the event of frivolous and unjustified Return Requests by the User, the Company reserves the right to pursue necessary legal actions against the User and the User shall be solely liable and responsible for all costs incurred by the Company in this regard.
3. Return Process
   • The Company’s customer care team will verify the claim made by the customer within a period of 7 days from the time of receipt of the Return Request.
   • Once the Return Request is verified as genuine and reasonable in the sole discretion of the Company, the Company will initiate the collection of Unsuitable Product(s) to be returned through the App.
   • The User shall be required to pack the Unsuitable Product(s) in the original manufacturer’s packaging.
   • A Refund for the amount paid by the User for the Unsuitable Product(s) shall be initiated by the Company within a period of 15 business days from the receipt of the Return of the Unsuitable Product(s) by the Company.
   • Such Refund initiated shall be reflected back to the User’s account as indicated by the Company through the App in accordance with the Refund Process as detailed hereinafter. Please note that the refund amount mentioned at the time of return on the App is an estimate and will be finalised after completion of verification. Once the pick-up is completed and the product is verified by the seller, a refund of the total amount paid for the products returned by you will be initiated for eligible returns
4. LAB SERVICES      
   • Cancellation by User
     • The User shall be entitled to cancel any order placed on the App for any Lab Services within a period of 1 min from the time of initial placement of such order by the User, as indicated on the App.
   • Refund 
     • In the event of the occurrence of the following circumstances alone shall the User be entitled to raise a request for Refund: (“Refund Issues”)
       • Company’s partner does not arrive at the scheduled time for the collection of the User’s blood or urine sample (“Sample”) at the User’s location; and/or 
       • Any act or omission of the Company’s partner in the collection or transport of the User’s Sample rendering it unfit for testing by the chosen lab. 
     • In the event that the User has not complied with the instructions provided by the Company through the App to be followed prior to collection of the Sample, the Company’s partner shall not collect the User’s sample and the User shall not be entitled to a Refund in this regard.
   • Refund Process 
     • In the event of the occurrence of any of the aforementioned Refund Issues, the User shall raise a request for Refund on the App with all necessary details as indicated through the App (“Refund Request) through the App and/or via phone or email within 48 hours from the time of initial placement of such order by the User, as indicated on the App (“Refund Period”) and the Company reserves the right to refuse the Refund Request, if the User reaches out to the Company after the expiry of such Refund Period.
     • Upon receiving your Refund Request, the Company shall verify the authenticity and nature of such request. In the event that the Company finds that the Refund Request is genuine, it will initiate the refund process. The Company shall process the refund only once it has received the confirmation from the chosen lab and/or partner concerned in respect of such Refund Request.
     • In the event of frivolous and unjustified Refund Requests by the User, the Company reserves the right to pursue necessary legal actions against the User and the User shall be solely liable and responsible for all costs incurred by the Company in this regard.
     • Any order placed through cash on delivery will be refunded through fund transfer to customer bank account.
     • The Company reserve the rights to claim back any Refund that has been processed as a result of fraudulent activities of any manner, in the sole determination of the Company. 
     • The amount is expected to reflect in the User’s account after completion of verification by the Company as per the following timelines: 15 business days via account transfer.
     • No Refunds can be processed to any third-party accounts. The name on the User’s account on the App and its details must match with the name of the bank account holder and other details. The Company will not be liable for any delay caused in refunds due to delay by third party affiliates (including banks), in providing information by the User, technical issues and other reasons beyond its control or not attributable directly or indirectly to the Company.
5. NURSING SERVICES       
   • Cancellation by User
     • The User shall be entitled to cancel any order placed on the App for any Nursing Services within a period of 1 min from the time of initial placement of such order by the User, as indicated on the App.      
   • Refund 
     • In the event that the Company’s partner does not arrive within a period of  1 hour from the scheduled time as indicated on the App for the provision of the Nursing Services at the User’s location, the User shall be eligible to for a Refund and shall raise a request for Refund on the App with all necessary details as on the App (“Refund Request) through the App and/or via phone or email within 2 hours from the time at which the Company’s partner was initially scheduled to arrive for the provision of the Nursing Services on the App (“Refund Period) and the Company reserves the right to cancel the Refund Request, if the User reaches out to the Company after the expiry of such Refund Period. The Company shall follow the Refund Process as detailed hereinabove in the processing of such a Refund. 
6. DIAGNOSTIC SERVICES
   • Cancellation by User
     • The User shall be entitled to cancel any order placed on the App for any Diagnostic Services within a period of one (1) hour prior to the time at which the User’s appointment has been confirmed for arrival at the chosen diagnostic centre, as indicated through the App. 
   • Refund 
     • In the event that of the chosen diagnostic centre is unable to provide the Diagnostic Services  to the User at the time indicated through the App, the User shall raise a request for Refund on the App with all necessary details as indicated through the App (“Refund Request) and/or via phone or email within 1 hour from the time at which the such User’s appointment at the diagnostic centre was fixed through the App (“Refund Period”) and the Company reserves the right to cancel the Refund Request, if the User reaches out to the Company after the expiry of such Refund Period. The Company shall follow the Refund Process as detailed hereinabove in the processing of such a Refund.
7. REMOTE DIAGNOSTIC SERVICES     
   • Cancellation by User
     • The User shall be entitled to cancel any order placed on the App for any Remote Diagnostic Services within a period of 1 min from the time of initial placement of the order by the User, as indicated on the App.
   • Refund 
     • In the event that of the diagnostic centre’s personnel does not arrive at the scheduled time for the provision of the Remote Diagnostic Services at the User’s location, the User shall be eligible to for a Refund and shall raise a request for Refund on the App with all necessary details as indicated through the App (“Refund Request) through the App and/or via phone or email within 2 hours from the time at which the diagnostic centre’s personnel is scheduled to arrive for the provision of the Remote Diagnostic Services indicated through the App (“Refund Period”) and the Company reserves the right to cancel the Refund Request, if the User reaches out to the Company after the expiry of such Refund Period. The Company shall follow the Refund Process as detailed hereinabove in the processing of such a Refund. 
8. CANCELLATION BY COMPANY
   • There may be certain orders that the Company is unable to provide the Services requested by the User for any reason and such orders may need to be cancelled. Certain situations that may result in the User’s order being cancelled include without limitation, non-availability of the Product or quantities ordered by the User, unavailability of the Company’s partners for performance of the Services, etc. 
   • With respect to the Pharmacy Services, the Company also reserves the right to cancel any orders that classify as ‘Bulk Order’ as determined by the Company as per certain criteria. An order can be classified as ‘Bulk Order’ if it meets with the below mentioned criteria (without limitation): 
     • Products ordered are not for self-consumption but for commercial resale.
     • Multiple orders placed for same Product at the same address of the User; 
     • Bulk quantity of the same Product ordered;
     • Invalid address given in order details by the User; and/or
     • Any misuse of the App used to place the order by the User.
   • No cancellation charges shall be levied for cancellation of an order in accordance with the terms of this Policy.