Refund, Cancellation & Rescheduling Policy

Service Booking

A booking becomes subject to confirmation once Vyora Care accepts and confirms the requested service, date and time.

Submitting an enquiry does not by itself guarantee service availability.

Customer Cancellation

Customers may request cancellation through the official Vyora Care customer-care channel. The applicable refund, if any, will depend on:

• When cancellation is requested
• Whether a companion has already been assigned
• Whether the companion has started travelling
• Whether the service has commenced
• Non-recoverable third-party charges, if any

Cancellation Before Companion Allocation

Where a booking is cancelled before a companion has been assigned and before operational costs have been incurred, the customer may be eligible for a full or substantially full refund, subject to any payment-processing charges that cannot reasonably be recovered.

Cancellation After Companion Allocation

If a companion has already been assigned and the service has been operationally scheduled, a reasonable cancellation/administrative charge may apply because Vyora Care may have reserved personnel and resources for the booking.

Any remaining eligible amount will be refunded according to the applicable booking terms.

Cancellation After Companion Departure

If the assigned companion has already started travelling to the pickup location, the booking may be treated as an operationally commenced booking. Refund eligibility may therefore be reduced to account for:

• Travel already undertaken
• Companion allocation
• Operational costs
• Third-party charges
• Time reserved for the booking

Cancellation After Service Commencement

Once the service has commenced, charges may apply for the portion of service already performed. Unused service time may be considered for refund or rescheduling at Vyora Care’s reasonable discretion and subject to the applicable booking terms.

Customer Not Available

If the customer/patient is unavailable at the agreed pickup location or cannot be contacted after reasonable attempts, the booking may be treated as a missed service. Refund eligibility may be reduced or denied where Vyora Care has already allocated personnel and incurred operational costs.

Incorrect Information

If a customer provides an incorrect:

• Address
• Hospital
• Contact number
• Pickup time
• Patient requirement
• Service requirement

and the error materially affects service delivery, additional charges or cancellation consequences may apply.

Rescheduling

Customers may request a change in:

• Date
• Time
• Hospital
• Pickup location
• Service requirement

Rescheduling is subject to companion availability. A reasonable rescheduling charge may apply where the change is requested after a companion has been allocated or travel has commenced.

Vyora Care Cancellation

Vyora Care may cancel or modify a booking when reasonably necessary because of:

• Companion unavailability
• Safety concerns
• Severe weather
• Transport disruption
• Hospital restrictions
• Operational emergency
• Inaccurate information
• Circumstances beyond reasonable control
• Any condition that makes the requested service unsafe or impracticable

Where Vyora Care cancels a booking before the service begins and payment has already been made, the customer will generally be offered either rescheduling, or a refund of the eligible amount — subject to applicable law and any non-refundable third-party charges.

Safety-Related Cancellation

Vyora Care may decline, suspend or discontinue a service where continuing the service would reasonably create a significant safety risk to:

• The patient
• The companion
• Hospital staff
• Other persons

Examples may include undisclosed medical conditions, aggressive behaviour, unsafe environments, communicable disease risks, hazardous locations or requirements beyond the scope of the service.

Medicine Purchase / Collection

Where Vyora Care is authorised to collect medicines on behalf of a customer:

• The customer remains responsible for the prescription and medicine selection
• Vyora Care does not prescribe or substitute medicines
• Medicine cost is separate from the companion/service fee unless expressly stated otherwise
• Pharmacy availability may affect delivery
• Refunds relating to medicines may be governed by the applicable pharmacy’s rules and applicable law

Third-Party Charges

Charges imposed by hospitals, laboratories, pharmacies, transport providers, payment gateways or other third parties may not be refundable by Vyora Care where Vyora Care has no control over such charges.

Payment Processing Time

Approved refunds will normally be initiated within a reasonable number of business days after approval. The actual crediting time may depend on the bank, card issuer, UPI provider, payment gateway or other payment provider.

Refund Method

Refunds will generally be processed through the original payment method where reasonably possible. Vyora Care may request reasonable information required to verify the transaction before processing a refund.

Disputed Transactions

If a payment is disputed or appears fraudulent, Vyora Care may temporarily hold processing while the transaction is verified.

Membership Refunds

Membership cancellation and refund terms will depend on the specific membership plan accepted by the customer. Any membership validity, benefits, renewal, cancellation, refund and unused benefits will be governed by the plan-specific terms communicated at the time of purchase.

Frequent / Ongoing Services

For recurring or frequent assistance arrangements, cancellation and rescheduling terms may be agreed based on the applicable service plan. Unused services do not automatically become refundable unless the applicable plan expressly provides for such refund.

No Automatic Refund for Unsatisfactory Outcome

A service may be considered completed when the agreed assistance has been reasonably provided. Refunds are not automatically available merely because:

• The hospital was crowded
• The consultation took longer
• The doctor was delayed
• The test was delayed
• Hospital procedures took longer than expected
• The family changed its decision
• The medical outcome was not as expected

However, genuine service failures will be reviewed fairly.

Service Complaints

Customers should report a service issue as soon as reasonably possible. We may investigate service records, booking details, communication records, companion reports and available supporting information. Where appropriate, Vyora Care may offer:

• Corrective action
• Partial refund
• Rescheduling
• Service credit
• Other reasonable resolution

Fraudulent or Abusive Claims

Vyora Care reserves the right to investigate refund claims that appear fraudulent, duplicated, materially misleading or abusive, subject to applicable law.

Contact for Refunds

Refund / Cancellation requests:

• Email: teamvyoracare@gmail.com
• Phone: +91 85220 01943
• Service areas: Vijayawada & Guntur, Andhra Pradesh, India

Policy Changes

Vyora Care may update this policy from time to time. The version applicable to a booking will generally be the version communicated or accepted at the relevant time, subject to applicable law.

Governing Law

This policy shall be governed by applicable laws of India.

Important

Nothing in this policy is intended to remove or restrict any mandatory consumer right or remedy available under applicable law.