Refund & Cancellation Policy

Effective date: 17 November 2025  |  Last updated: 17 November 2025

This Refund & Cancellation Policy explains how refunds, order cancellations and related matters will generally be handled for RxnCure, a digital healthcare platform by Vitmeds India Private Limited (“Vitmeds”, “we”, “us”, “our”). This Policy currently applies to the pre-launch Website and will be updated with more detailed product-specific terms closer to the full platform launch.

1. Scope & Applicability

This Policy applies to your interaction with the RxnCure pre-launch website (rxncure.com) and, once live, to eligible transactions made via the RxnCure platform, including:

• Online pharmacy orders (medicines and healthcare products).
• Diagnostic / lab test bookings.
• Teleconsultation and clinic appointments booked through RxnCure.
• Certain emergency and homecare services, where applicable.

Detailed, product-wise refund and cancellation rules may be published in separate policies, FAQs, or service-specific terms. In case of any conflict, the more specific terms for that service will prevail.

2. Definitions

For the purposes of this Policy:

• “Platform” means the RxnCure website, mobile applications and related digital interfaces.
• “Partner(s)” means third-party pharmacies, diagnostic labs, doctors, ambulance providers, and other healthcare entities onboarded on the Platform.
• “Order” means any confirmed request placed by you on the Platform for medicines, tests, consultations, or other services.
• “Refund” refers to a partial or full return of payment to you, subject to this Policy and applicable law.

3. General Principles

• We strive to maintain a transparent, fair and patient-centric refund and cancellation experience while ensuring safety and compliance with healthcare regulations.
• Certain categories (for example, temperature-sensitive medicines, opened strips, vaccines, and specific medical devices) may not be eligible for return or refund, except in cases of proven defect, damage, or incorrect supply.
• All refunds and cancellations will be handled in accordance with applicable Indian laws and any regulatory requirements issued from time to time.

4. Order Cancellation by Customer

Once the live Platform is operational, you may be able to cancel an order subject to the status of processing and the specific service type:

• Pharmacy Orders: You may request cancellation before the order is packed or dispatched by the Partner pharmacy. Once the order is out for delivery or delivered, cancellation may not be permitted, except where required by law or under Section 7 of this Policy.
• Diagnostic / Lab Bookings: You may request cancellation or rescheduling before the sample collection is completed or before you visit the centre, subject to Partner-specific timelines and terms.
• Teleconsultations / Appointments: Cancellation or rescheduling may be allowed up to a cut-off time before the scheduled consultation, as defined in the service-specific terms.

For cancellations that are accepted, you may be eligible for a full or partial refund, after deducting any applicable convenience fees, payment gateway charges, or Partner-specific cancellation charges (if any), as communicated at the time of booking.

5. Order Cancellation by RxnCure or Partner

In certain situations, RxnCure or the relevant Partner may need to cancel an order, in full or in part, including but not limited to:

• Non-availability of stock, test slot, or healthcare provider.
• Incomplete, invalid, or suspicious prescription or medical information.
• Incorrect or incomplete address or contact details making delivery or service impossible.
• Regulatory or safety concerns, including suspected misuse of medicines or violation of applicable law.
• Technical errors, pricing mistakes, or operational constraints beyond reasonable control.

In such cases, we will endeavour to inform you at the earliest and process an appropriate refund for the cancelled portion of the order, where payment has already been received.

6. Refunds – Mode & Timelines

Approved refunds will generally be processed via the original payment method (for example, UPI, card, net banking, wallet) or, where available and permitted, as a credit to your RxnCure wallet for future use.

• Refund initiation timelines may vary depending on internal checks, Partner confirmation, and investigation where required (for example, in case of quality complaints).
• Once initiated by us, the time taken for the amount to reflect in your account is subject to your bank, card issuer, or payment provider and is typically between 5–7 working days, but may vary.
• Where wallet credits are issued, such credits may be governed by separate wallet terms, including any expiry or usage restrictions.

7. Returns, Replacements & Non-Refundable Items

Owing to the sensitive nature of healthcare products, certain items or services may not be eligible for return or refund, except where mandated by law or in cases of proven defect or error:

• Cold-chain / Temperature-sensitive medicines (e.g., certain injections, insulins, vaccines) once delivered in good condition.
• Opened or partially used strips, products with tampered packaging, or goods not in their original condition (unless defective).
• Intimate or hygiene-related products where returns are not appropriate for health and safety reasons.
• Successfully rendered services such as completed teleconsultations, executed lab tests, or completed home visits, except in exceptional cases as per service-specific terms.

Where an item is received in a damaged, defective, or incorrect state, you should notify us within the specified time window (which will be defined in the live Platform terms) with supporting photos or documents. After verification, we may offer a replacement, re-performance of the service, or refund, as appropriate.

8. No-show, Late Cancellation & Service Denial

In certain scenarios, partial or full charges may still apply, including:

• No-show for a confirmed teleconsultation or appointment without timely cancellation or rescheduling.
• Refusal of sample collection at the time of visit without valid reasons, after the phlebotomist has reached your location.
• Denial of service by Partner for safety, compliance, or misuse reasons, where such denial is based on reasonable grounds.

9. Offers, Coupons & Promotional Credits

Any discounts, coupons, promotional credits, or cashback offers used on an order are typically applied on a one-time basis:

• If an order paid partly using coupons or promotional credits is cancelled or refunded, the treatment of those benefits will depend on the campaign-specific terms.
• Promotional benefits may not always be re-issued, especially for time-bound or limited-use campaigns, unless expressly mentioned.
• In some cases, portion of the benefit may be adjusted against the refund amount, in line with applicable terms and conditions.

10. Chargebacks & Disputes

If you raise a chargeback or payment dispute with your bank or payment provider, we may need to share relevant transaction details with them to verify the claim. Resolution timelines will then be governed by your bank or payment provider’s policies.

We encourage you to first contact our support team to attempt an amicable, platform-led resolution before initiating any chargeback.

11. Policy for Pre-launch Phase

As of the date mentioned above, RxnCure is in a pre-launch / early-access phase and may not be offering full transactional services to the public. During this phase:

• Any pilot orders or test transactions with selected users or partners may be governed by specific written agreements or pilot terms.
• This Policy serves as a high-level framework and may be refined before the full public launch of the Platform.

12. Changes to This Policy

We may update or modify this Refund & Cancellation Policy from time to time to reflect changes in law, operations, or product offerings. The “Effective date / Last updated” above indicate when the Policy was last revised. Your continued use of the Website or Platform after any update will constitute your acceptance of the revised Policy.

13. Contact & Grievance Redressal

For any questions, concerns, or requests related to refunds, cancellations or this Policy, please contact:

Vitmeds India Private Limited
HD-264, Oberoi Commerz II, 20th Floor, Oberoi Garden City,
Goregaon East, Mumbai, Maharashtra 400063, India.
Email: support@vitmeds.com

You may also write to our designated Grievance Officer:
Grievance Officer: Mr. Abhishek Tiwari
Email: care@rxncure.com

This document is a general template for informational purposes and does not constitute legal advice. Please consult your legal advisor before adopting this Policy for production use.