Refund Policy

CANCELLATION AND REFUND POLICY

At AYUXA (a brand of AYUXA HEALTH TECH PLATFORMS PVT. LTD.), we strive to ensure the highest quality of care and service. However, we understand that circumstances may change. This policy outlines the conditions under which cancellations and refunds are processed for our various service verticals.

1. Diagnostic Services (Blood Tests & Health Packages)

Our diagnostic services are fulfilled via our partner, Redcliffe Labs.

• Full Refund: You are eligible for a 100% refund if you cancel the booking at least 2 hours before the scheduled home collection slot.
• Partial Refund / Convenience Fee: If a cancellation is made within 2 hours of the scheduled slot or if the phlebotomist has already reached your location, a convenience/visit fee (typically ₹150–₹250) may be deducted from the refund amount.
• Non-Refundable: No refunds will be issued once the sample has been collected and processed by the lab.
• Technical Issues: If a sample is rejected by the lab due to technical reasons or becomes "unfit for testing," AYUXA will offer a free re-collection. If you opt not to re-test, a full refund will be processed.

2. Medicine Delivery (Local Stores)

Medicines are fulfilled by independent local pharmacies.

• Cancellations: You may cancel an order at any time before the local store dispatches the delivery. Once the order is "Out for Delivery," it cannot be cancelled.
• Returns & Refunds: Returns are only accepted for:
  • Damaged or tampered packaging at the time of delivery.
  • Expired medication.
  • Incorrect medicine delivered (mismatch with the order/prescription).
• Condition for Return: Medicines must be returned in their original packaging with the seal intact. Refrigerated items and "Schedule X" drugs are generally non-returnable due to safety protocols.

3. Care & Concierge Services

• One-time Care Visits: Cancellations made 24 hours prior to the visit are eligible for a full refund. Cancellations within 24 hours will incur a 20% service fee.
• Subscription Plans: If you wish to discontinue a monthly or annual care plan, a pro-rata refund will be calculated based on the unused portion of the month, subject to a 10% administrative processing fee.

4. Refund Processing & Timelines

All financial transactions are handled through the Razorpay payment gateway.

• Mode of Refund: Approved refunds will be credited back to the original payment method (Bank Account, UPI, or Credit/Debit Card) used during the transaction.
• Timeline: Once AYUXA initiates the refund, it typically takes 5 to 7 working days to reflect in your account, depending on your bank’s internal processing times.
• Notification: You will receive an automated confirmation via SMS/WhatsApp (via fast2sms) and email once the refund has been initiated from our end.