Cancellation & Refund Policy

1. Introduction

This Cancellation & Refund Policy applies to all healthcare services provided by Om Patient Healthcare Services Private Limited, including:

• Home Nursing & Attendant Care
• ICU–at–Home Services
• Physiotherapy & Rehabilitation
• Doctor Consultation & Telehealth
• Medical Equipment Rental
• Short Visit Nursing Services (injections, dressing, catheter, etc.)

By booking any service, you agree to the terms below.

2. Service Cancellation Guidelines

• Cancellations must be requested at least 4 hours before the scheduled start time.
• Cancellations made after the staff has been dispatched or has reached the customer’s location will not be eligible for any refund.
• A ₹2,000 processing fee is applicable for all confirmed bookings cancelled by the client.
• If a long-term package is cancelled mid-way, no partial refund is provided for already utilized days.
• Teleconsultations once started cannot be cancelled or refunded.

3. Refund Eligibility

Refunds are permitted only under the following conditions:

• If Om Patient Healthcare is unable to provide staff due to staff unavailability.
• If the service cannot be delivered due to location accessibility issues caused from our side.
• In case of incorrect payment deduction due to a technical gateway error.
• If the equipment booked is unavailable or faulty at the time of delivery.

All eligible refunds are processed within 10–15 working days back to the original payment method.

4. Non-Refundable Situations

• No refund if the patient is discharged earlier than expected.
• No refund if the patient refuses to continue after service has started.
• No refund for shifts already completed or partially completed.
• No refund once medical equipment is delivered and installed.
• No refund in case of patient death.
• Remaining balance (if any) may be transferred to the spouse or legal guardian, valid for 30 days.

5. Medical Equipment Rental Cancellation

• If cancellation is made before delivery, refund will be issued (minus processing fee).
• No refund once equipment is installed at the patient’s residence.
• Early return does not qualify for partial or prorated refund.
• If equipment is damaged by the client or caretaker, full repair or replacement cost will be charged.
• Equipment-related technical support is available during 9 AM – 6 PM only.

6. Rescheduling Policy

• Rescheduling is allowed up to 2 hours before the shift start time.
• If rescheduling leads to staff unavailability, no refund will be issued.
• If the staff has already arrived, the shift will be considered started.

7. Refund Processing Time

All approved refunds will be processed within 10–15 business days.

Refunds are only initiated to the original payment method: UPI, NEFT, Debit/Credit Card, or Net Banking.

8. Special Conditions

• If the patient hides any serious medical condition, service may be cancelled without refund.
• Misbehaviour, harassment, or unsafe home environment will result in immediate termination.
• In emergencies, staff may request ambulance or doctor services. Costs are borne by the client.

9. Contact for Cancellations or Refunds

📧 Email: support@OmPatientHealthCare.com
📞 Phone: +91-9286184080
📍 Address: B-5, Padma Tower Rajendra Place, Delhi - 110008