Refund, Cancellation & Return Policy

1. Overview, Platform Role & Multi-Service Framework

QWIKPRO PAYMENTS PRIVATE LIMITED ("QwikPro", "Company", "we", "us", or "our") operates as a technology infrastructure provider and digital intermediary. QwikPro engineers software solutions (including QwikCare, QwikDoc, QwikPharm, and QwikPe) and provides network integration protocols that connect patients, healthcare professionals, accredited diagnostic laboratories, licensed retail pharmacies, and financial networks into an interoperable digital health ecosystem.

All professional medical consultations, diagnostic testings, drug dispensations, and pharmaceutical shipments are fulfilled solely and independently by third-party Registered Medical Practitioners (RMPs), certified laboratories, and licensed retail pharmacies. Because distinct transactions involve fundamentally different professional commitments and operational expenditures (such as reserved practitioner time slots, laboratory consumables and phlebotomist dispatch, pharmaceutical cold-chain controls, and enterprise software licenses), cancellation, return, and refund terms vary by transaction category.

All cancellation and refund requests are governed by this policy, subject to applicable service/provider terms and mandatory consumer protection regulations under Indian law.

2. Telemedicine & Doctor Consultation Bookings

Virtual consultations booked with independent Registered Medical Practitioners (RMPs) through QwikCare or QwikDoc are governed by the following scheduling and cancellation terms:

• Cancellation by Patient: Appointments canceled by the patient prior to the designated cancellation cutoff window (as displayed during booking, subject to the specific practitioner’s clinic policy) are eligible for a refund or full credit for rescheduling. Cancellations initiated after the cutoff window or failure to attend the scheduled session (patient no-show) may incur a cancellation fee or forfeit refund eligibility to compensate the practitioner for reserved time.
• Cancellation or No-Show by Doctor: If a scheduled practitioner fails to join the virtual consultation or cancels due to emergency clinical duties, the patient is entitled to:
  • Immediate free rescheduling to the next mutually agreeable slot; OR
  • A full 100% refund of the consultation fee paid.
• Technical Failure during Consultation: If a consultation cannot proceed due to verifiable platform server downtime or severe connectivity failure on the doctor's end, the patient will be offered a priority reschedule or an unconditional refund upon verification by technical support.

3. Software Subscriptions & SaaS Licenses

For clinics, doctors, and pharmacies subscribing to recurring SaaS tiers (such as QwikDoc Pro or QwikPharm Enterprise):

• Subscription Billing & Renewal: Subscriptions are billed in advance on a monthly, quarterly, or annual cycle as selected at checkout. Subscriptions renew automatically unless canceled prior to the billing renewal date.
• Cancellation Policy: You may cancel your SaaS subscription at any time via your administrator dashboard or by emailing billing support. Cancellation takes effect at the conclusion of the current pre-paid billing term; access remains active until the end of that billing period.
• Refund Eligibility: Subscription fees are non-refundable for the elapsed portion of any billing cycle. Partial-month or partial-term refunds are not granted, unless an explicit trial period or satisfaction guarantee was contractually agreed upon in a written enterprise agreement.

4. Diagnostic Tests & Sample Collection

Diagnostic laboratory tests and home phlebotomy visits arranged through partner diagnostic centers:

• Cancellation Prior to Dispatch: Bookings canceled before the laboratory phlebotomist or technician has been dispatched to your designated premises are eligible for a full refund.
• Post-Dispatch or Completed Collection: Once a phlebotomist has arrived at your address or biological specimens (blood, urine, swabs) have been collected, fees are non-refundable as collection costs and disposable clinical consumables have already been expended.
• Sample Inadequacy: If a collected sample is determined by the diagnostic laboratory to be hemolyzed or insufficient for testing, the laboratory will provide a complimentary repeat sample collection at no additional charge in accordance with its standard clinical operating procedures.

5. Pharmacy Orders, Physical Fulfillment & Return Guidelines

All prescription medications, over-the-counter (OTC) healthcare items, and wellness products are sold and fulfilled exclusively by independent, state-licensed retail pharmacies (holding valid Form 20 and Form 21 licenses under the Drugs and Cosmetics Act, 1940 and Rules, 1945), connected via QwikPharm or open network commerce protocols (such as ONDC):

6. Order Processing, Fulfillment, Delivery & Cancellation Framework

Order processing, delivery fulfillment, and cancellation rights depend on the transaction stage, the underlying merchant or healthcare provider, and independent logistics carriers:

Logistics & Delivery Failures: If an independent logistics provider is unable to execute delivery after standard delivery attempts due to customer unavailability, unlocatable address, or phone unreachability, the shipment is returned to the seller (RTO). Upon intake verification, the seller initiates a refund subject to deduction of actual delivery expenses where authorized by transaction terms.

7. ONDC Network Architecture & Participant Responsibilities

Where transactions are conducted through the Open Network for Digital Commerce (ONDC), commerce operates across an unbundled, multi-participant architecture governed by ONDC Network Policies:

For orders originating on ONDC, cancellations, return queries, and post-fulfillment issues should be initiated through the consumer's chosen Buyer Application in accordance with ONDC Issue and Grievance Management (IGM) protocols.

8. Payment Processing Fees, Platform Charges & COD Policy

Financial reconciliation of platform fees, statutory taxes, delivery charges, and payment gateway levies follows established fiscal principles:

• Platform, Convenience & Technology Charges: Where applicable, digital platform, convenience, or software integration fees relate strictly to technology infrastructure, user interfaces, and network processing provided by QwikPro or the originating network application. Such fees are separately itemized on checkout summaries where charged.
• Shipping & Delivery Charges: Shipping, delivery, and carriage charges relate to physical fulfillment, packaging, and transit transportation performed by or on behalf of the fulfilling licensed pharmacy, seller, or third-party logistics carrier. Applicable delivery charges depend on package weight, delivery distance, and carrier rate schedules, and are clearly displayed to the customer prior to final payment confirmation. If an order is canceled prior to packaging/dispatch or canceled due to seller stock-out or verified transit defect, 100% of delivery fees paid by the buyer are refunded. For returns initiated due to customer remorse or preference (where permitted), original shipping and carriage charges are non-refundable.
• Statutory Taxes (GST): Where a complete order cancellation occurs prior to fulfillment or dispatch, all levied statutory Goods and Services Tax (GST) is reversed in full in accordance with GST rules. Where an order is returned post-delivery, the fulfilling seller issues an official credit note.
• Coupons & Promotional Discounts: Promotional vouchers, discount codes, or promotional credits applied to an order are non-refundable and non-reinstatable upon partial cancellation or return. Refunds reflect only the net actual amount paid by the customer.
• Cash on Delivery (COD) Policy: Transactions on the Platform are primarily prepaid digital settlements. Where Cash on Delivery (COD) is enabled by an underlying seller or network participant, cash refunds at the doorstep are not permitted. Refunds for approved COD returns are processed via NEFT/IMPS bank transfer after the buyer provides verified bank account credentials (account holder name, account number, IFSC code) via our secure support portal.

9. Refund Methods, Execution & Banking Timelines

Approved refunds are processed strictly through the original payment mechanism utilized during checkout (or via verified bank transfer for approved COD returns):

Important Note on Execution: For SaaS licenses and doctor consultations, refund instructions are initiated within twenty-four (24) to forty-eight (48) hours of cancellation approval. For physical pharmacy orders, refund instructions are triggered within twenty-four (24) to forty-eight (48) hours after the fulfilling partner pharmacy receives, physically inspects, and approves the returned parcel. Final credit into your account is subject to your issuing bank's settlement schedule.

10. Disputed Deductions, Payment Failures & Chargebacks

To maintain financial integrity and provide rapid resolution for transaction discrepancies:

• Payment Failures & Orphaned Deductions: If funds are debited from your bank account or card during checkout but the transaction times out and no booking confirmation/order number is generated, the underlying payment gateway automatically reconciles the transaction and executes a reversal within three (3) to five (5) business days.
• Duplicate Deductions: In cases of confirmed billing duplicates caused by network latency, our finance team initiates immediate reversal upon verification of transaction logs.
• Chargeback Protocol: If you believe an incorrect deduction has occurred, we strongly encourage you to contact our billing support desk prior to initiating a bank chargeback. Direct resolution through our support team is substantially faster than formal banking arbitration.

11. Billing Inquiries, Support SLAs & Resolution Contacts

To check the status of an order or delivery, report a transit discrepancy, inquire regarding a pending refund, or request an order cancellation, please contact our Support & Billing Desk: