Refund & Cancellation Policy

1. General Policy

Healthcare services involve allocation of medical resources, healthcare professionals, appointment slots, infrastructure, and administrative processing. Accordingly, all payments made to Diarev Healthcare are subject to the terms outlined below.

Diarev Healthcare reserves the absolute right to approve, reject, partially approve, or deny any refund request based on the circumstances of each case.

2. Consultation Appointments

2.1 Cancellation by Patient

A patient may request cancellation of a booked consultation subject to the following conditions:

• Cancellation made more than 24 hours before the scheduled appointment may be eligible for a refund of up to 90% of the consultation fee.
• Cancellation made within 24 hours of the appointment may attract administrative and scheduling charges.
• Cancellation made within 2 hours of the scheduled appointment shall not be eligible for any refund.
• Failure to attend a scheduled appointment (“No Show”) shall result in forfeiture of the entire consultation fee.

2.2 Cancellation by Diarev Healthcare

If an appointment is cancelled by Diarev Healthcare due to physician unavailability, technical issues, emergency situations, or operational reasons:

• The appointment may be rescheduled at no additional cost; or
• The patient may request a full refund of the amount paid.

3. Telemedicine and Online Consultations

Once an online consultation has commenced, connected, or been substantially delivered, the consultation shall be deemed utilized and non-refundable.

Refunds shall not be granted based on:

• Dissatisfaction with medical advice.
• Difference in medical opinion.
• Desired outcomes not being achieved.
• Technical issues arising from the patient’s internet connection, device, software, or network provider.
• Delayed response due to emergency medical situations or force majeure events.

4. Diagnostic Tests, Health Check-Ups & Procedures

Refund Eligibility

Refunds may be considered only if:

• Cancellation is requested at least 24 hours before sample collection, test scheduling, or procedure commencement.
• Diarev Healthcare is unable to provide the booked service.

Non-Refundable Situations

No refund shall be provided if:

• Sample collection has been completed.
• Diagnostic processing has commenced.
• Reports have been generated.
• A procedure has been initiated or completed.
• Consumables, medicines, implants, or healthcare materials have been allocated specifically for the patient.

5. Health Packages, Wellness Programs & Membership Plans

All wellness programs, health packages, subscriptions, memberships, preventive care plans, and customized healthcare programs are generally non-refundable once activated.

Refunds may only be considered if:

• The program has not commenced.
• No services have been utilized.
• Diarev Healthcare determines that exceptional circumstances exist.

Any approved refund may be subject to deductions for administrative, processing, consultation, and service charges.

6. Medical Products, Devices & Consumables

For hygiene, safety, regulatory, and patient-protection reasons, the following items are strictly non-returnable and non-refundable once delivered:

• Medical devices
• Healthcare equipment
• Glucometers
• Test strips
• Lancets
• Personal healthcare products
• Nutritional supplements
• Medicines
• Consumable healthcare items

Exceptions may be made only in cases where:

• The wrong product was delivered.
• The product was damaged during transit.
• The product is defective upon delivery.

Claims must be reported within 48 hours of delivery with supporting photographs and proof of purchase.

7. Refund Processing Timeline

Where a refund is approved:

• Refunds shall be processed to the original payment method whenever feasible.
• Refund processing may take between 7 and 15 business days.
• Banking institutions, payment gateways, card issuers, UPI providers, and financial intermediaries may require additional time beyond Diarev Healthcare’s control.
• Diarev Healthcare shall not be liable for delays caused by third-party financial institutions.

8. Payment Gateway Charges

Convenience fees, payment gateway charges, banking charges, platform fees, transaction fees, taxes, and third-party processing costs may be deducted from any approved refund where legally permissible.

9. Fraudulent, Abusive, or Excessive Refund Requests

Diarev Healthcare reserves the right to refuse refunds and permanently suspend accounts where:

• Fraudulent claims are suspected.
• False information is provided.
• Services have already been consumed.
• Repeated abuse of refund requests is identified.
• Chargeback abuse or payment disputes are initiated without valid grounds.

The Company may pursue appropriate legal remedies where necessary.

10. Force Majeure

Diarev Healthcare shall not be liable for delays, cancellations, interruptions, or inability to provide services due to events beyond reasonable control, including but not limited to:

• Natural disasters
• Epidemics or pandemics
• Government actions
• Internet outages
• Technical failures
• Hospital emergencies
• Labor disputes
• Power failures

Under such circumstances, Diarev Healthcare may offer rescheduling instead of refunds.

11. Refund Request Procedure

To request a refund, users must submit a written request containing:

• Full Name
• Registered Mobile Number
• Email Address
• Booking/Order Reference Number
• Reason for Refund Request
• Supporting Documents (if applicable)

Refund requests may be submitted through:

Email: info@diarev.com
Customer Support: [+91 9986401104]

Diarev Healthcare reserves the right to seek additional information before processing any request.

12. Limitation of Liability

Under no circumstances shall Diarev Healthcare, its directors, officers, employees, consultants, healthcare professionals, affiliates, partners, or service providers be liable for any indirect, incidental, special, punitive, consequential, or exemplary damages arising from any refund-related dispute.

The maximum liability of Diarev Healthcare shall not exceed the amount actually paid by the user for the specific service in question.

13. Right to Modify Policy

Diarev Healthcare reserves the right to amend, revise, modify, suspend, or replace this Refund & Cancellation Policy at any time without prior notice.

Any revised version shall become effective immediately upon publication on the website.

14. Governing Law & Jurisdiction

This Refund & Cancellation Policy shall be governed by and construed in accordance with the laws of India.

Any dispute arising from or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts having jurisdiction over the registered office of Diarev Healthcare.

For refund-related assistance, please contact:
Diarev Healthcare Support Team
Email: info@diarev.com