Huga Health - Cancellation, Reschedule & No-Show Policy

Effective Date: [Insert Date]

This Cancellation, Reschedule & No-Show Policy (“Policy”) outlines the terms under which you may cancel or reschedule services and the conditions applicable in case of no-shows. This Policy should be read in conjunction with our Terms of Service available [here].

A. Consultation, Therapy, Screening Call & Follow-ups

1. Cancellation

You will receive a confirmation message on the day of your scheduled appointment.
If you have not booked our instant consultation then you may cancel your consultation up to 2 hours before the appointment for a full refund.
Cancellations made within 2 hours of the appointment will not be eligible for a refund.

2. Refunds

Refunds for cancellations may take 5-7 business days to process.

3. Rescheduling

You will receive a confirmation message on the day of your scheduled appointment.
A free reschedule is allowed if requested at least 2 hours before the original slot.
Only one reschedule is permitted per consultation.
If prior notice is given, unlimited reschedules may be granted.

4. No-Show

If a user does not join within 15 minutes of the scheduled start time, it will be considered a No-Show.
One-time no-show refund is allowed if requested, but multiple no-shows will not be eligible for refunds.

5. Late Arrivals

If you are late, we will try our best to accommodate you by adjusting the session timing.
If you are more than 15 minutes late, the session will be considered a No-Show
If Huga Health delays the appointment, we will offer a rescheduled session or a complimentary consultation.

B. Treatment Plan

1. Cancellation

If no services under the plan (consultation, therapy, or medication) have been used, you may request a 100% refund within 6 months from the date of purchase.
Once any part of the plan is used, refunds will not be available.

2. Refunds

Refunds for eligible cancellations will be processed within 5-7 business days.

C. Diagnostic Tests

1. Cancellation & Refund Policy

If the Sample is NOT Collected (Online Payment Cases)

100% refund will be provided in the following cases:
- No service provider is available in your area.
- Multiple test bookings were made due to a system error.
- The service provider failed to make a reasonable attempt to provide service.
In all other cases, a ₹100 cancellation fee will be applied.

If the Sample is Collected but NOT Processed

If the test is canceled after collection, a handling fee of ₹200-₹300 per order will be deducted before the refund.
If the sample cannot be processed due to transportation or technical issues, a 100% refund will be issued.

If the Sample is Collected, Processed & Reported

No refund will be issued after the test is successfully conducted and results are delivered.

If the Sample is Collected, Processed but Canceled by the Laboratory

If the test is canceled due to technical reasons, re-testing will be offered.
If re-testing is declined, a refund will be available for 60 days (provided account details are shared).

2. Rescheduling

One free reschedule is allowed 24 hours before the test slot.
If rescheduled within 24 hours, a rescheduling fee will apply.
Reschedules are subject to availability of home collection slots.
In case of adverse weather, lockdowns, or other unforeseen issues, Huga Health will notify customers and offer the nearest available slot.

3. No-Show

If you fail to be available at the scheduled test time, you will be considered a No-Show.
You can cancel the test with 24 hours' notice for a 100% refund.
In case of a no-show without prior notice, no refund or free reschedule will be provided.

D. Modification of the Policy

Huga Health reserves the right to modify this Policy at any time based on changes in the law or internal processes.

E. Acceptance of Policy

By booking, rescheduling, or canceling a service, you agree to the terms in this Cancellation, Reschedule & No-Show Policy.

For further assistance, please contact care@hugahealth.com or call +91 9266209519.