Refund & Cancellation Policy

1. How this Policy works

Healthcare services reach the point of no return at different moments. A consultation becomes unrecoverable when it starts. A blood test becomes unrecoverable when the sample is drawn. A medicine becomes unrecoverable when it is dispensed. So this Policy is built around the stage your service has reached, not around a single refund rule.

Four principles run through all of it:

• You see the rule before you commit. Before you pay, we show you the amount, what it covers, and the cancellation condition that applies to that transaction at that stage.
• If it is our fault or the provider's, you do not pay for it. Where a confirmed service is cancelled or cannot be delivered for a reason not attributable to you, you are not charged, and anything already collected is returned in full.
• A charge to you reflects a real cost already incurred. We do not apply a cancellation charge unless a genuine cost has been committed, it was disclosed before you committed, and a comparable consequence applies to us when we cancel a confirmed service without cause.
• Your statutory rights are untouched. Nothing in this Policy limits any consumer right or remedy that cannot lawfully be excluded, including remedies for deficient service.

Who refunds you. Where Acrocan collected the payment, we process the refund. Where you paid a provider directly, that provider's process applies - and we tell you that at checkout, not afterwards. The identity of the seller and the payment recipient is shown to you before you pay.

2. Situations that always result in a refund

Regardless of service:

• We or the provider cancel a confirmed paid service without cause attributable to you - refunded in full, or rescheduled if you prefer.
• A paid request is never confirmed - refunded or reversed after payment reconciliation.
• Duplicate payment - the duplicate is refunded or reversed once confirmed with the payment provider.
• Partial fulfilment - the amount for the unfulfilled part is refunded.
• Payment taken but the service could not lawfully be provided - refunded.

3. Payment that appears to have failed

A debit notification from your bank does not by itself mean a booking or order was created. Payment outcomes are confirmed with the payment provider, not from the debit message.

Where a payment was taken but no booking or order exists, we reverse it after reconciliation. Where a booking exists but the payment shows as failed, we tell you and, if needed, hold the booking while we reconcile.

4. Video consultations

Stages: request -> payment -> confirmation -> scheduled slot -> consultation starts -> completed

Paid but never confirmed: refunded or reversed after reconciliation.

Doctor cancels or is unavailable: full refund, or reschedule if you prefer.

You cancel before the consultation starts: the condition shown before payment applies and may depend on how close to the slot you cancel.

You do not attend a confirmed slot: treated as a missed appointment only where that consequence was shown before confirmation.

Technical failure on Acrocan's side prevents the consultation: full refund or reschedule, your choice.

Consultation has materially begun or been delivered: not ordinarily refundable.

On missed appointments. A missed-appointment consequence only applies where it was clearly shown before you confirmed and where a comparable consequence applies when the doctor misses a confirmed slot. It never removes a right you have under law.

On disagreeing with advice. You are not entitled to a refund only because you disagree with a doctor's clinical opinion - the professional service was delivered. That is different from a service that was deficient, and remedies for deficient service remain fully available.

5. In-clinic appointments

Stages: request -> provider acceptance -> slot reserved -> payment where applicable -> attendance

Provider cannot fulfil a paid appointment: full refund, or reschedule if you prefer.

You cancel: the condition shown before you committed applies and may depend on timing and whether a slot was held for you.

You do not attend: treated as a missed appointment only where that consequence was shown before confirmation.

Payment made directly to the clinic: the clinic's refund process applies; Acrocan helps you reach them and follow up.

6. Home-visit doctor requests

Stages: request -> provider search -> acceptance -> doctor allocated -> dispatched -> visit begins -> completed

Request not yet accepted: cancel freely; anything paid is returned in full.

No provider can be allocated: full refund.

Provider cancels after acceptance: full refund, or reschedule if you prefer.

You cancel after allocation but before dispatch: the condition shown before you committed applies.

You cancel after the doctor has been dispatched: a disclosed travel or visit cost may be retained where a genuine cost has been incurred; the balance is refunded.

Doctor arrives and you are not available: treated as a missed visit only where that consequence was shown before confirmation.

Visit has materially begun: not ordinarily refundable.

A dispatch-stage charge only applies where the doctor has genuinely travelled, the amount was shown to you before you committed, and it reflects the actual committed cost rather than the full service fee.

7. Diagnostic services

Stages: request -> laboratory accepts -> collection scheduled -> collector dispatched -> sample collected -> testing begins -> report issued

Laboratory has not accepted: cancel freely; anything paid is returned in full.

Laboratory rejects or the test is unavailable: full refund.

Collection scheduled, collector not dispatched: cancel or reschedule subject to the condition shown before commitment.

Collector dispatched, you cancel: a disclosed collection or travel cost may be retained; the balance is refunded.

Collector dispatched, you are unavailable: a missed-collection consequence may apply where it was shown before confirmation; rescheduling is offered where available.

Collection fails because of the partner: free re-collection, reschedule or refund - your choice.

Sample collected: the testing service has begun; ordinary cancellation no longer applies.

Testing begun: not ordinarily cancellable.

Sample cannot be processed because of partner handling or collection error: free re-collection, or refund if you prefer.

Sample cannot be processed for another reason: we explain the cause and offer re-collection or refund as appropriate.

Wrong test or another material provider error: corrective testing, re-collection or refund, with escalation to the laboratory.

Report delayed: we escalate and keep you updated. Delay alone does not automatically produce a refund, but a significant service failure remains subject to consumer rights.

We do not review your report. The laboratory issues and validates it. If a result needs urgent attention, that is communicated by the laboratory and your treating doctor under their obligations - not by Acrocan.

8. Medicine and pharmacy requests

Stages: request -> pharmacy accepts -> prescription and stock validation -> payment -> dispensing and packing -> dispatch -> delivery

Payment happens after the pharmacy has accepted your request and confirmed what it can supply and at what price. Before that point there is nothing to refund, because nothing has been charged.

Before you pay: withdraw the request freely, at any time, for any reason.

Pharmacy declines the request: nothing is charged.

Prescription requirement cannot be satisfied: the pharmacy does not supply. Nothing is charged; if a payment was taken, it is refunded in full.

Item unavailable after payment: we offer a permitted alternative for your approval, or refund the unavailable item.

You cancel after payment, before dispensing or packing: cancellable subject to the condition shown before payment.

After lawful dispensing or packing: cancellation and return may be restricted because medicine integrity, storage, prescription status and pharmacy obligations apply.

After dispatch: outcome depends on fulfilment status and the nature of the item; contact us and we coordinate with the pharmacy.

Delivery fails or the order does not reach you: re-attempt or refund.

Wrong medicine supplied: contact us immediately and do not take it; we escalate to the pharmacy for correction, replacement or refund.

Damaged, expired or compromised product: contact us immediately; the responsible pharmacy handles the remedy under applicable law and your statutory rights remain available.

Part of an order fulfilled: the unfulfilled part is refunded.

We do not apply a blanket rule to medicines. We do not say that all medicines are returnable, and we do not say that none are. The outcome depends on the item, its condition, its storage and prescription status, and the reason for the return - and the pharmacy that dispensed it decides that within the law.

9. Rescheduling

Where rescheduling is available it depends on provider and slot availability, geography and operational feasibility. You may choose a reschedule instead of a refund. We may reasonably limit repeated rescheduling of the same booking.

10. Discounts, credits and promotions

Where a transaction used a discount, promotional credit, coupon or subsidy, the checkout shows how that affects the refundable amount. In general, a refund returns what you actually paid. A promotional credit is not refundable as cash unless we expressly say so.

11. How refunds are paid

Approved refunds go back to the original payment method wherever possible. Where that is not possible, we agree another lawful method with you.

We submit an approved refund to the payment provider as soon as practicable and ordinarily within 2 business days after approval and payment reconciliation. Normal payment-provider processing is commonly 5-7 business days and, depending on the payment method or bank, may take up to about 10 business days to reflect. We give you the refund reference where one is available so you can follow it up. If a refund has not appeared after 10 business days from processing, contact us and we will investigate with the payment provider.

12. Fraud and abuse

We may review a refund request where we have a reasonable basis to suspect fraud, false information, manipulation or repeated abuse of refund, promotional or booking systems. We tell you when we are doing so and why. A review does not remove a legitimate entitlement.

13. Contacting us

Consumer, refund and grievance email: connect@acrocanhealthtech.com

Grievance Officer: Aman Kumar Singh, Director

Include the booking or order reference and the transaction reference. We acknowledge within 48 hours, give you a copy of the complaint as recorded, and work to resolve it within one month.

Never send us your full card number, CVV, OTP, UPI PIN or banking password. We will never ask for them.