Cancellation and Refund Policy

This policy applies to all purchases and payments made through novarehealthai.com and the associated NovareHealth services, including the AskMeddy assistant and the Meddy agent where these provide access to paid services.

By completing a payment, you accept the terms set out here together with the Terms of Service. Where specific terms agreed for a particular service conflict with this policy, the specific terms prevail.

This policy is provided in line with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and does not limit any rights you have under applicable law.

The platform may offer different kinds of paid items, each with its own cancellation and refund rules:

• Teleconsultations and appointment bookings (video, phone or in person)
• Membership and subscription plans (monthly or periodic)
• Products and medical devices sold or facilitated on the platform
• Lab and diagnostic test orders

You can cancel or reschedule a teleconsultation or appointment through your account or by contacting support at support@novarehealthai.com.

If you cancel with the minimum notice shown at the time of booking (for example, at least 24 hours before the scheduled time, by way of illustration), you may reschedule at no cost or request a refund of the amount paid.

Cancellations made after the stated notice window, or no-shows, may not be refundable in whole or in part, to cover the time reserved by the healthcare professional.

If a consultation is cancelled by the healthcare professional, the clinic or NovareHealth, you are entitled to a free reschedule or a full refund of the amount paid, at your choice.

Wherever possible you will be notified in advance and offered new available dates.

If the teleconsultation cannot take place or is significantly affected by a technical failure that is not your fault (for example, a video or audio connection failure on the platform side), you are entitled to a free reschedule or a refund.

We recommend checking your internet connection and equipment before the consultation. Problems arising solely from the patient's own equipment or connection may not give rise to a refund, although we will always try to help you reschedule.

If a service is only partly delivered, we may grant a partial refund proportional to the undelivered portion, assessing each case fairly.

Where a consultation starts but is interrupted for reasons attributable to the platform or the clinician, you will be offered continuation, a reschedule or an appropriate refund.

Membership plans renew automatically at the end of each period unless cancelled. You can cancel renewal at any time through your account; cancellation takes effect at the end of the period already paid for.

Once benefits included in the plan have been used, amounts paid may be non-refundable or refunded only on a pro-rata basis, depending on the plan terms.

Where applicable, a cooling-off period may apply after first joining, during which you may cancel and obtain a refund provided you have not yet used plan benefits.

Unused products in their original packaging, as well as defective or damaged items, may be returned within the period stated in your purchase confirmation, with replacement or refund.

For hygiene and safety reasons, certain items cannot be returned once opened, in particular:

• Dispensed medicines and pharmaceutical products
• Personal hygiene items and single-use consumables
• Medical devices whose hygiene seal has been removed

Returns of defective items are not subject to these exceptions, in accordance with applicable consumer protection law.

Lab orders may be cancelled at no cost before the sample is collected or the service begins.

After the sample is collected or processing has started, the order may not be refundable, since the laboratory costs will already have been incurred. In the event of a processing error attributable to the platform or the laboratory, a repeat test or a refund will be offered.

Approved refunds are returned to the original payment method used for the purchase (for example, UPI, card or net banking).

The time to credit follows the payment provider and applicable RBI norms, and may vary after NovareHealth approves the refund.

Amounts are refunded in Indian Rupees (INR). Any non-refundable third-party fees will be clearly indicated.

To request a refund, contact support@novarehealthai.com stating:

• The account name and associated contact
• The order, consultation or request number or reference
• The date and type of service or product
• The reason for the refund request and, where applicable, photographs of the defective item

The following are non-refundable, unless required by law: services already fully delivered, plan benefits already used, and the items that cannot be returned for hygiene or safety reasons listed above.

For personal-data questions related to your request, you may contact the Data Protection Officer at admin.in@novarehealthai.com.

If you disagree with a refund decision, you can ask for a review by replying to the same support contact; the case will be reassessed by a manager.

Your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, including referral to the relevant consumer dispute redressal forums, remain unaffected.

This policy is governed by the laws of India, and the courts of the courts at Bengaluru, India have jurisdiction.