CANCELLATION AND REFUND POLICIES

1. Appointment Booking Cancellation & Refund Policy

• 1.1. After canceling the appointment, the user can ask for a refund.
• 1.2. If a patient cancels their appointment at least 2 hours before the scheduled time, they are entitled to a full refund of the consultation fee paid online.
• 1.3. If the user is unable to attend the appointment at the scheduled time, it will be marked as a no-show, and no refund will be provided.
• 1.4. If the doctor cancels the appointment, the patient is eligible for a full refund of the consultation fee.
• 1.5. If the refund request is valid, ZenOxy DigiHealth will credit the customer's bank account within 15 working days.

2. Online Consultation Cancellation & Refund Policy

• 2.1. If a patient cancels their appointment at least 2 hours before the scheduled time, they are entitled to a full refund of the consultation fee paid online.
• 2.2. If a customer does not receive a reply to their online consultation query within the specified timeline, they may request a refund. The request must be made to ZenOxy DigiHealth customer care within 72 hours of submitting the query or receiving a response. The customer care team will validate the refund request.
• 2.3. If the refund request is deemed valid, ZenOxy DigiHealth will credit the customer's bank account within 15 days of receiving the refund request.

We want our customers to feel confident and secure when making purchases from ZenOxy DigiHealth, and we hope that our refund policy will help to facilitate a positive experience.

3. No Doctor-Patient Relationship; Not For Emergency Use

The Services provided by ZenOxy DigiHealth are not meant to replace emergency medical attention. If you, as an End-User, are experiencing a medical emergency, please contact your local ambulance service or hospital directly.

The information provided on the ZenOxy DigiHealth website is for informational purposes only. We do not guarantee, represent, or warrant the professional qualifications, quality of work, expertise, or other information provided on the website, whether expressed or implied. We shall not be held liable for any decisions made or actions taken by the user or any other person in reliance on such information.

4. Cancellation and Refund Policy

• 4.1. If a user books a paid appointment with a doctor through ZenOxy DigiHealth website but the doctor does not show up, the user can get a full refund by writing to support@zenoxydigihealth.com within 5 days of the missed appointment.
• 4.2. The refund will be processed within 15 business days and sent to the user's original mode of payment.
• 4.3. If the user does not cancel the appointment and does not show up, there will be no refund.
• 4.4. If the user has to wait for the doctor, they will not be entitled to a refund, even if the wait is longer than the scheduled appointment time.

5. How long does it take for a refund?

• 5.1. If your order is canceled by ZenOxy DigiHealth, or if the user initiates the cancellation, a refund will be automatically initiated. Refunds will also be processed in the event of an unsuccessful order or payment.
• 5.2. The user will receive SMS or email notifications once the refund has been processed.
• 5.3. For credit/debit card transactions, refunds will be credited to the respective card and may take up to 15 business days, depending on the bank.
• 5.4. Orders placed through cash on delivery will be refunded through fund transfer to the customer's bank account.

6. Patient No-Show Policy

• 6.1. If a user books an appointment on the ZenOxy DigiHealth website but fails to attend the scheduled appointment without canceling, rescheduling, or informing the practitioner in advance, it will be considered a valid no-show instance.
• 6.2. We have a Patient-No-Show Policy in place, which states that if a patient has three (3) valid no-show instances, their account on the ZenOxy DigiHealth website and mobile app will be temporarily disabled for booking further online appointments for the next four (4) months.
• 6.3. However, the patient can still call the clinic via zenoxydigihealth.com to schedule an appointment. We encourage patients to be considerate and inform the clinic as early as possible if they are unable to attend the scheduled appointment.

7. Home Healthcare Services:

• 7.1. If you cancel a Lab Test after the sample collection, a refund will not be applicable.
• 7.2. Refunds due to any issues with the processing of the sample will be provided as per the Lab's policy. ZenOxy DigiHealth is not liable for any refund.
• 7.3. Refund due to any issues with reporting will be provided as per the Lab's policy. ZenOxy DigiHealth is not liable.
• 7.4. In case of no-show for pre-scheduled home collection, you are not eligible for a refund.
• 7.5. If you cancel a lab test before 2 hours of sample collection, you will receive a full refund. If you cancel the lab test after the sample collection, you will not receive any refunds.