C7Physio HealthCare is committed to providing high-quality physiotherapy services to our patients. We value your trust and appreciate your business. This refund policy outlines our terms regarding payments, cancellations, and refunds.

1. General Refund Policy

1.1 No Refunds - Standard Policy

All sales are final. Due to the nature of healthcare services, we do not offer refunds or exchanges for:

❌ Completed consultations
❌ Delivered treatments
❌ Paid appointments (attended)
❌ Enrolled programs
❌ Package plans (started)

1.2 Why No Refunds?

Healthcare services are:

Time and expertise-based
Customized to each patient
Cannot be "returned"
Provided in real-time
Professional services rendered

1.3 Acknowledgment

By booking an appointment or paying for a service, you:

✅ Agree to this no-refund policy
✅ Waive your right to request refunds
✅ Understand services are non-refundable
✅ Accept terms and conditions

2. No Exchanges Policy

2.1 Services Non-Transferable

You cannot:

❌ Transfer appointments to another person
❌ Exchange services for different treatments
❌ Convert packages to cash value
❌ Transfer dates beyond validity period

2.2 Package Plans

Sessions are non-transferable
Valid only for purchaser
Cannot be gifted or sold
Cannot be exchanged for cash

3. Cancellation & Rescheduling

3.1 Advance Cancellation (120+ Minutes)

If you cancel with 120 minutes (2 hours) or more notice:

✅ No cancellation fee
✅ Full credit for future use
✅ Can reschedule at no cost
✅ Package session retained

3.2 Late Cancellation (Less than 120 Minutes)

If you cancel with less than 120 minutes notice:

⚠️ 50% cancellation fee charged
⚠️ Applies to all service types
⚠️ Fee non-refundable
⚠️ Package session partially deducted

3.3 No-Show Policy

If you do not show up for your appointment:

❌ 50% cancellation fee charged
❌ No credit or refund
❌ Package session forfeited
❌ May affect future booking priority

3.4 Same-Day Cancellation

Within 2 hours: 50% fee applies
Emergency exceptions: See Section 4
Repeated cancellations: May result in booking restrictions

4. Exceptions & Special Circumstances

4.1 When Refunds May Be Considered

We reserve the right to issue partial or full refunds on a case-by-case basis for:

4.1.1 Medical Emergencies

Sudden hospitalization
Serious illness or injury
COVID-19 or infectious disease
Unexpected surgery
Doctor-advised rest

4.1.2 Required Documentation

You must provide:

✅ Valid doctor's note on letterhead
✅ Hospital discharge summary (if applicable)
✅ Medical certificate with diagnosis
✅ Prescription or treatment records
✅ Any other relevant medical proof

4.1.3 Family Emergencies

Death in immediate family
Critical family member hospitalization
Urgent family obligations

4.1.4 Service Quality Issues

Therapist unavailability (clinic responsibility)
Technical issues (online sessions)
Facility problems (equipment failure)
Substandard service (reviewed individually)

4.2 Exception Request Process

Notify immediately - Contact us as soon as possible
Submit documentation - Email proof to hello@c7physio.in
Explain circumstances - Provide detailed explanation
Wait for review - 10 business days processing time
Receive decision - Notification via email/phone

4.3 Refund Decision

All requests reviewed individually
Decision at clinic's sole discretion
Not all requests will be approved
Partial refunds may be offered
Decision is final and binding

5. Package Plans & Memberships

5.1 Package Validity

Package Type	Validity Period
10-session package	3 months from purchase
15-session package	4 months from purchase
Monthly membership	30 days from start date
Quarterly plan	90 days from start date

5.2 Expired Packages

❌ No refunds for expired packages
❌ No session extensions
❌ No credit transfers
⚠️ Sessions forfeited if unused

5.3 Partial Package Usage

If you've used some sessions of a package:

❌ No refunds on remaining sessions
❌ Cannot convert to cash value
✅ Can complete within validity
⚠️ Unused sessions lapse after expiry

5.4 Package Cancellation

Before starting any sessions:

Request review within 7 days of purchase
Provide valid reason for cancellation
Subject to administrative fee (10%)
Reviewed on case-by-case basis

6. Payment & Billing Issues

6.1 Duplicate Charges

If charged twice for the same service:

Full refund of duplicate amount
Processed within 5-7 business days
Notification sent immediately
No questions asked

6.2 Incorrect Amount Charged

If overcharged:

Refund of excess amount
Corrected invoice issued
Processed within 7 business days
With sincere apologies

6.3 Technical Payment Errors

Payment gateway failures
Transaction errors
System glitches
Full refund if service not received

6.4 Refund Timeframe for Billing Issues

UPI/Debit Card: 5-7 business days
Credit Card: 7-10 business days
Bank Transfer: 3-5 business days
Cash: Immediate (at clinic)

7. Home Visit Services

7.1 Cancellation Rules

24 hours+ notice: No fee
12-24 hours notice: 25% fee
Less than 12 hours: 50% fee
Therapist en route: Full fee

7.2 Home Visit Specifics

Travel costs non-refundable
Preparation time charged
Equipment setup time included
Minimum charges apply

8. Online Consultation Refunds

8.1 Technical Issues (Our Fault)

If we experience technical problems:

✅ Full refund or free rescheduling
✅ No questions asked
✅ Immediate credit

8.2 Technical Issues (Your Fault)

If you experience technical problems:

❌ No refund provided
✅ Can reschedule (if notified)
⚠️ Standard cancellation policy applies

8.3 Internet Connectivity

Patient responsible for internet
No refunds for poor connection
Test connectivity before session
Minimum 2 Mbps required

9. Gift Certificates & Vouchers

9.1 Non-Refundable

Gift certificates are non-refundable
Cannot be exchanged for cash
Transferable to another person (one time)
Subject to expiry date

9.2 Lost or Stolen

No replacement for lost vouchers
No refunds for stolen certificates
Keep voucher code secure
Report immediately if lost

10. Promotional Offers & Discounts

10.1 Special Offer Terms

Promotional prices non-refundable
Cannot combine with other offers
Subject to specific terms
No cash alternative

10.2 Coupon Codes

One-time use only
Non-transferable
Cannot be refunded if unused
Expiry dates strictly enforced

11. Refund Processing

11.1 Approved Refund Timeline

If your refund is approved:

Payment Method	Processing Time
UPI	5-7 business days
Debit Card	7-10 business days
Credit Card	7-10 business days
Bank Transfer	3-5 business days
Cash	Immediate (at clinic)

11.2 Refund Method

Refunded to original payment method
Cannot change refund destination
May require bank details verification
Email confirmation sent

11.3 Partial Refunds

May be offered for:

Partially used services
Pro-rated package cancellations
Service quality issues
Goodwill gestures

12. Disputes & Appeals

12.1 Refund Request Denied?

If your refund request is denied:

Review decision reasons - Understand why
Gather additional evidence - If applicable
Appeal within 15 days - Submit formal appeal
Escalate to grievance officer - If unresolved

12.2 Grievance Officer

Name: Dr. Raj MaheshwariEmail: hello@c7physio.inPhone: +918756700567Response: Within 30 days

12.3 Legal Recourse

If unsatisfied after grievance process:

Consumer court complaint (within jurisdiction)
Legal action in Jaipur courts only
Mediation preferred before litigation

13. Important Reminders

13.1 Your Responsibilities

✅ Cancel appointments with adequate notice
✅ Provide accurate contact information
✅ Read and understand this policy
✅ Keep payment receipts
✅ Communicate issues promptly

13.2 Our Commitment

✅ Fair evaluation of refund requests
✅ Transparent decision-making
✅ Prompt refund processing
✅ Professional service quality
✅ Clear communication

13.3 Prevention Tips

To avoid refund issues:

Book appointments carefully
Maintain your schedule
Set calendar reminders
Update us on changes
Reschedule instead of canceling

14. Policy Changes

14.1 Updates

Policy may change without notice
Check website for latest version
Booking constitutes acceptance
Changes effective immediately

14.2 Notification

Major changes announced via:

Email to registered patients
Website banner
Social media posts
In-clinic notices

15. Contact Us

15.1 Refund Inquiries

C7Physio Clinic

O-5, Hospital Road, C Scheme

Jaipur - 302004, Rajasthan, India

📞 Phone: +918756700567

📧 Email: hello@c7physio.in

🌐 Website: www.c7physio.in

Business Hours:

Monday - Saturday: 9:00 AM - 7:00 PM

Sunday: Closed

15.2 How to Request Refund

Email hello@c7physio.in
Include booking details
Attach supporting documents
State reason clearly
Await response (10 business days)

16. Acknowledgment

By booking our services, you acknowledge:

✅ You have read this Refund Policy
✅ You understand the no-refund policy
✅ You agree to cancellation fees
✅ You accept exception process
✅ You waive refund rights (except exceptions)

Related Policies:

Last Reviewed: August 15, 2025Next Review Date: February 15, 2026Version: 2.0

This refund policy is effective immediately and supersedes all previous versions.