Refund Policy | iCam's Home Health Care

1. Cancellations by the Patient

1.1 Advance Cancellation (More than 24 hours before scheduled service)

Full refund of any advance payment made for the specific appointment or session
Refund will be processed within 5–7 business days to the original payment method

1.2 Late Cancellation (Less than 24 hours before scheduled service)

A cancellation fee of up to 25% of the session fee may be applicable
The remaining balance (75%) will be refunded within 5–7 business days

1.3 No-Show (Patient unavailable at the time of service)

If the patient or caregiver is unavailable and the healthcare professional has travelled to the location, the full session fee shall be non-refundable
A rescheduling option may be offered at the discretion of iCam's Home Health Care

2. Cancellations by iCam's Home Health Care

In the rare event that we must cancel or reschedule a confirmed appointment due to reasons on our end (staff unavailability, technical issues, etc.):

You will be notified as soon as possible
A full refund of any advance payment will be issued within 3–5 business days
We will offer priority rescheduling at no additional cost

3. Service Dissatisfaction

If you are unsatisfied with the quality of a service provided:

Please contact our Customer Care team within 48 hours of the service
We will conduct a prompt internal review of your concern
If the complaint is found to be valid, we may offer a partial or full refund, or a complimentary follow-up session at our discretion
Refund decisions based on service quality are made on a case-by-case basis

4. Package & Subscription Plans

For patients enrolled in monthly or long-term care packages:

Cancellation of a package before completion entitles you to a pro-rata refund for unused sessions, minus a processing fee of 10% of the total package value
Unused sessions from a lapsed or expired package are non-refundable
Package modifications (e.g., downgrade or upgrade) will be adjusted in the next billing cycle

5. Medical Equipment & Supplies

If iCam's Home Health Care has supplied any medical equipment or consumables as part of the service:

Unopened equipment returned in original condition within 7 days of delivery may be eligible for a full refund
Used, damaged, or non-returnable medical consumables (e.g., syringes, dressings) are non-refundable
Equipment rental fees are non-refundable once the rental period has commenced

6. How to Request a Refund

To initiate a refund request, please contact us through any of the following channels:

Please include your name, contact number, booking reference, date of service, reason for refund, and payment details. Our team will acknowledge your request within 24 hours and resolve it within the timelines stated above.

7. Refund Processing

Approved refunds will be processed to the original payment method used at the time of booking
Bank transfer or UPI refunds typically take 3–7 business days depending on your bank
iCam's Home Health Care is not responsible for delays caused by banking intermediaries

8. Non-Refundable Items

The following are strictly non-refundable under all circumstances:

Registration or onboarding fees
Fees for completed services where no complaint was raised within 48 hours
Costs of any tests, investigations, or third-party referrals arranged on behalf of the patient
Convenience fees or platform charges

C. Refund Policy