Cancellations, Returns and Refunds Policy

Effective from:

Please read this policy in conjunction with the Terms of Service generated on the Platform during the registration. Also, note that these terms are subject to changes at the sole discretion of the Platform and will be updated from time to time.

Cancellation and refund eligibility are subject to the specific policies set out in the applicable Annexure under the Terms of Service, also mentioned in this policy below.

• Services that have already been fulfilled, partially used, or where cancellation is not permitted by Applicable Law may not be eligible for refund.
• Refunds, where applicable, will be processed in accordance with our Refund Policy and Applicable Laws.
• Kokoro Plus reserves the right to cancel or reschedule Services or orders in case of operational constraints or regulatory non-compliance.

• Either party may cancel by giving prior notice through the Platform. Kokoro Plus shall not be liable for any direct or indirect loss caused by missed appointments, late cancellations, or no-shows.
• If a Customer cancels the appointment within 30 minutes of the scheduled time or fails to attend the session, the Doctor shall be entitled to retain the consultation fee, unless the Doctor agrees to a refund or rescheduling.
• If a Doctor cancels or fails to attend a consultation without a valid reason or notice, the Customer will be offered a full refund or the option to reschedule at no additional cost.
• All refunds shall be processed within a reasonable period, not exceeding 7 business days, to the original mode of payment, subject to applicable deductions, if any. However, the actual credit of the refund may vary depending on the timelines of the Payment Processor and the Customer’s bank.

• Cancellations made more than 4 hours prior to the collection time may be eligible for a full refund.
• Cancellations within 4 hours or no-shows may lead to forfeiture of the full or partial fee, at the sole discretion of the Platform.
• If the lab or their Authorised User cancels or fails to attend a confirmed appointment, the Customer will be entitled to a full refund or may choose to reschedule at no extra charge.
• Refunds shall be processed within 7 business days to the original payment method. However, the actual credit of the refund may vary depending on the timelines of the Payment Processor and the Customer’s bank.

• In compliance with legal and health safety standards, prescription medicines and sexual wellness products are not eligible for return, due to the sensitive and regulated nature of products, unless:
  • The product is delivered in a damaged, expired, or incorrect condition.
  • The wrong product/medicine is delivered.
  • The delivered quantity or type materially differs from what was ordered.
• Customers may cancel their order only prior to dispatch or before the order is marked as 'shipped' by the relevant Service Provider. Once the product has been shipped, the order cannot be cancelled.
• Any applicable refunds for such cancellations shall be processed as per the timelines and conditions stated below.
• The Platform currently does not facilitate product replacements. If a Customer wishes to request a replacement, particularly for sexual wellness products, the Customer may directly contact the customer support of the concerned sexual wellness brand.
• Return requests must be raised within 48 hours of delivery via Platform support, along with photos and order details.
• Returned items must be sealed, unused, and in original packaging. Service Providers may require physical return of the product before processing a refund or replacement.
• In case of non-medicine products such as sexual wellness items, supplements, returns/replacements may be permitted subject to quality checks, including packaging condition, tamper-proof seals, expiry date, and hygiene compliance.
• The Platform is not involved in or liable for any return, refund, or exchange processes or decisions regarding product eligibility or acceptance for return.
• All refunds, if applicable, shall be processed within 7 business days to the original payment method, as per their refund policy. However, the actual credit of the refund may vary depending on the timelines of the Payment Processor and the Customer’s bank.

• Cancellations prior to Service initiation may be subject to applicable cancellation fees. Users must cancel at least 24 hours before the scheduled start of the Service. For ongoing or recurring Services, a minimum of 48 hours' notice is required for early termination.
• If a Customer returns rented medical equipment before the end of the agreed rental period, a minimum applicable fee may be retained, which will be communicated at the time of booking.
• Unless expressly stated in the applicable rental policy, no refunds shall be issued for early returns.
• Refunds for cancellation or early termination are processed on a pro-rata basis to the original payment method within 7 business days. However, the actual credit of the refund may vary depending on the timelines of the Payment Processor and the Customer’s bank.
• Offline payment refunds require valid bank account details. No cash refunds will be issued.

All matters related to issuance, refunds, cancellations, renewals, exclusions, waiting periods, claims, or lapses in coverage, including for group insurance, are governed exclusively by the terms and conditions of the purchased policy from the respective insurer. Customers are advised to read the full policy terms and conditions provided by the insurer or Verified Partner prior to purchase.