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Payment, Cancellations and Refund Policy

This payment and refund policy sets out the terms and conditions on the basis of which we, Welldone Healthcare Private Limited, a company duly incorporated under the provisions of the Companies Act, 2013, having its registered office at G.NO.91/1, PRASAD NAGAR, BHADANE TAL.SAKRI, Dhule, Dhule, Maharashtra, India, 424304 (collectively, “WHPL”, “Welldone”, “Company”, “we”, “us” or “our”), will process payments and refunds for transactions made by you on Welldone. . Through this mobile application. (Welldone) or the website ( https://www.Welldonehealth.in/ ) (collectively referred to as the “Platform”) while availing the Services (as detailed in the Terms and Conditions available at: https: //www.welldonehealth.in/terms) made available to you on the Platform (“Service”). Welldone may assign, transfer and subcontract its rights and/or obligations under this Payment and Refund Policy to any third party, as it sees fit, and you shall be bound by this Payment and Refund Policy in the event of such assignment. or transfer. Acceptance of this Payment and Refund Policy shall be deemed sufficient notice to you or anyone agreeing to use the aforementioned Platform.

A. payment

  1. You can use any services like UPI, Internet Banking or Debit or Credit Card to avail the Platform (“Fees”). Once you proceed to pay the fee you will be redirected to our third party payment aggregator/gateway partners such as PayU, Paytm, PhonePe, CRED Pay, Juspay, Amazon Pay,Razorpay etc. ("Payment Aggregator(s)"). Once redirected to a payment aggregator, you agree to be bound by the terms and conditions and privacy policy prescribed by the third party payment gateway/aggregation partner, on the basis of which the transaction will take place. We will share your details with payment aggregators in accordance with the terms of our privacy policy (available at https://www.Welldonehealth.in/privacy) and process them in accordance with the privacy policy of the relevant payment aggregator. made available to you by such payment aggregator. For avoidance of doubt, it is clarified that we do not charge any amount directly or indirectly for tokenization services. Any update in the price of the Services on the Platform shall not be considered as a charge for the Tokenization Services.
  2. Welldone shall not be liable in any way if you have provided false or incorrect details (including credit or debit card related details) or if you have used a credit or debit card to pay the fees. If you own or allow a third party to use your password or any other means of accessing your bank account or credit or debit card. Please note that neither we nor the payment aggregator will monitor your use of any payment channel and you need to use the payment mode at your sole option and risk.
  3. Payment Aggregator may block any card number, account number, group of cards or any specific blocked or blacklisted customer cards, accounts, group of IP addresses, devices, geographic locations as it deems appropriate.
  4. Payment aggregators and banks reserve the right to refuse payment in respect of any order including payments made due to suspicious and illegal transactions, potential or actual fraud, suspicious activity, card validation and authorization issues, mathematical errors or any other problem.
  5. Welldone will keep the financial information referred to in the Welldone Privacy Policy ("Privacy Policy") confidential at all times and will not use or share it with any third party without the third party's consent. You and/or as required by law, regulation or court order or by the terms of this Refund Policy.
  6. Welldone shall not be responsible for any denial of any authorized request by you for payment of fees by any bank, payment gateway, payment aggregator or other relevant third party, including but not limited to risk management. Fraudulent, illegal or suspicious transactions, use of blacklisted/restricted cards or (or including) applicable laws, rules or regulations or any guidelines or instructions of Reserve Bank or any internal policies etc. Such banks, payment gateways or other relevant third parties
  7. If you visit or are redirected to thewebsite at https://www.welldonehealth.in (collectively referred to as the “Welldone Platform”), you agree and acknowledge that Welldone is in no way affiliated with and does not facilitate.
    • Payments for products sold on the Welldone Platform and facilitated solely by Welldone and/or any third party entities (including payment aggregators) engaged by Welldone for such purpose;
    • invoices for products sold on the Welldone platform; And
    • Prescription validation by Welldone on the Welldone Platform and/or any third party entities engaged by Welldone for such purpose.

B. Specific mode of payment

  1. Please note that whenever you choose to use any payment method, you must comply with the terms and conditions applicable to that payment method.
  2. Specifically for QR code payments, you should note that:
    • The QR code is provided by the payment aggregator.
    • You can pay through UPI or a valid card by properly scanning the QR code and entering the correct amount through any of the payment apps available to you.

    3. Your data will be processed in accordance with the privacy policy and terms of the relevant payment aggregator, which you must comply with, as applicable.

  3. Tokenized Card Payments/Services: Please note that as per Reserve Bank of India directives, we are not authorized to store your card details. For ease of card payments, the relevant payment aggregator may offer you the option of tokenization of your card data whereby your card details are securely stored/collected/received in or with authorized card networks (such as Visa , Mastercard, RuPay, etc.) and card payment as payment mode. Processed/managed/transferred for payment of charges when selected. To facilitate payment through tokenized card details to us and the relevant payment aggregator, you hereby acknowledge and accept the following terms and conditions:
    1. After you select card payment as payment mode, you will be given the option to pay securely using tokenized card details;
    2. The relevant payment aggregator may reserve the right to disclose your data or information, if such data is required or requested by the payment aggregator under applicable law, by card networks or issuing banks, or under regulatory requirements or inspections, and you hereby expressly consent to such disclosure. ;
    3. Provision of tokens of your card details (where the expression token(s) used includes token reference number, card reference number or any other similar designation) will be triggered by your express consent through an additional factor of authentication, which will be facilitated. through the relevant payment aggregator;
    4. You will have the option to register and de-register your cards for a particular use and for any such request to de-register your card, you should visit the "Manage Payments" section under profile options of our website/app;
    5. You will have the option to use any Card registered under the Tokenization Service;
    6. You shall have the option to immediately suspend, delete/de-register or resume any Token and for any such request you should visit the "Manage Payments" section under the profile option of our Website/App;
    7. You agree that the Tokenization Service is subject to the orders, instructions, policies and guidelines of the Card Networks, Reserve Bank of India, banks and/or other regulatory authorities as may be relevant from time to time and our continuing agreement with payment aggregators offering Tokenization Services. Any changes in mandates, notices, regulations, guidelines or policies or changes/termination of agreements between us and payment aggregators may result in termination of Tokenization Services or may require further amendments/additions to this Agreement and you hereby agree to give effect to such. Orders, Notices, Regulations, Policies and Guidelines.

C. Canceling lab tests

You may cancel and reschedule your order of diagnostic tests up to 2 hours prior to your scheduled sample collection at your convenience. Payments for diagnostic tests performed directly on the platform will be processed as provided in the 'Refunds' section below.

D. Cancellation / rescheduling / booking of medical consultation

  1. For audio/video/chat-based consultations (“online medical consultations”) consultations can be booked, rescheduled or canceled free of charge up to fifteen minutes before the start of the appointment and thirty minutes before the appointment. Appointment for physical consultation. You are allowed a maximum of three free online medical consultations and one free physical consultation.
  2. Payments for online medical consultation or physical consultation made directly on the platform will be processed as provided in the 'Refunds' section below.

E. Refund

  1. Refunds are issued for all eligible cancellations through the payment method used at the time of purchase, except for cash payments made under payment on delivery mode.
  2. You will not receive cash back in connection with card sales.
  3. Refunds cannot be processed to third-party accounts. The name on your Welldone account must match the name of the bank account holder.
  4. Only genuine and trackable cancellation requests generated by you by clicking on the cancellation button provided in the app's user dashboard in your Welldone account will be refunded. Refunds will not be requested for delay, nature of advice received, effectiveness of treatment, health consequences of advice.
  5. Refunds can be processed within 15 working days of receiving your request. All communications regarding returns should be directed to helpdesk@welldonehealth.in.
  6. No refunds will be processed for any eligible cancellations beyond 6 months of cancellation or return request. However, in exceptional circumstances, you may, at Welldone's discretion, request a refund beyond this stipulated period. Refunds for such exceptional circumstances will be in the form of "Health Credits" which you can use towards the purchase of goods and services from the same company.
  7. Welldone/Third Party Vendors on the Platform reserves the right to modify / implement new pricing structure at any time before billing you for initial payment of Fees or future payments of Fees.

Refund Timeline

  1. The timeframe for different payment modes is generally 5-7 business days after the cancellation request is received and subject to sub-clause (ii) below, verified by Welldone.
  2. Refund timelines depend on bank turnaround times and RBI guidelines. This may change from time to time. Business Day means any day of the week (excluding Saturdays, Sundays and public holidays) on which commercial banks in India are open for business. Given the limited manpower in banks due to Covid-19, refund timelines may vary.
  3. For orders placed using Pay on Delivery as payment method, refunds can be processed to your bank account through National Electronic Fund Transfer (NEFT) or in the form of Welldone Credits. There will be no cash refunds.
  4. You will need to update the following information to enable us to process the refund on your account.
    • Bank Account Number
    • IFSC code
    • Name of Account Holder
  5. To the extent permitted by applicable law, Welldone shall not be liable for delays in refunds due to third party affiliates (including banks), customer providing information, technical issues and other reasons beyond its control.