REFUND POLICY & OTHER TERMS

A. REFUND POLICY AND TERMS AND CONDITIONS FOR ONLINE AND OFFLINE

CONSULTATIONS AND WELLNESS PROGRAMME

Welcome to HealthCard Plus. The content of the app (web/mobile), pertains to and is the property of

Acssel Infotech Pvt. Ltd (the "Company", "we" or "us"), having its registered office at B 603, BLDG No

111, Neelkamal Heights, Tilak Nagar, Chembur, Mumbai, Maharashtra, India, Pin – 400 089. The

services of HealthCard Plus are essentially provided to bridge the information gap between patients

and doctors.

We request you to carefully go through these terms of use ("Terms and Conditions") before you decide

to avail the services of HealthCard Plus by registering with the company to avail our services, you

irrevocably accept all the obligations stipulated in these terms of use and agree to abide by them.

Accessing the Mobile App through any medium, including but not limited to mobile phones, smart

phones and tablets, are also subjected to these terms of use. These terms of use supersede all previous

oral and written terms and conditions (if any) communicated to you. By using this Mobile App, you

signify your agreement to these Terms of Use as well as the Mobile App. We reserve the right to

modify or terminate any portion of the Mobile App or the services offered by the company for any

reason, without notice and without liability to you or any third party. To make sure you are aware of

any changes, please review these terms of use periodically. The Mobile App should not be used in

cases of medical emergencies and HealthCard Plus does not, and should not be considered in any form

to be a substitute for a doctor or a hospital.

1. COLLECTION OF ONLINE OR OFFLINE CONSULTATION FEES

You understand that HealthCard Plus provides various services with respect to the System. While

some of these services are provided for free, there are certain services for which costs will be

incurred by you, if you decide to avail such services ("paid services"). In that case, HealthCard Plus

may provide billing services on behalf of the doctor or health care professional. Should you wish

to avail those paid services, you acknowledge that HealthCard Plus will collect the payment for

such paid services for and on behalf of the doctor or healthcare professional providing such clinical

services. You acknowledge and confirm that HealthCard Plus shall not be liable for the treatment

or be treated as the health care provider on account of such collection of the payments or for

provision of such paid services, for any reason what so ever.

2. REFUND & CANCELLATION POLICY

a. Consultation once booked cannot be cancelled.

b. In case the consumer misses or cancels the appointment, he shall not be entitled to any refund.

c. In case of cancellation or non-confirmation of the appointment by HealthCard Plus due to any

reasons, three options are available to the consumer:

 He/She may ask for rescheduling the appointment with the specialist doctor.

 He/She may claim a refund of the advance payment.

 The advance payment may be added as credit in the account of the consumer and be adjusted

in due course for future consultations.

d. In case the consumer's credit card/debit card/payment account has been accidentally

overcharged, please notify HealthCard Plus of the same at the earliest. In case of over-charging,

the consumer has the following options: He may claim a refund of the outstanding amount. In

such a scenario, HealthCard Plus shall make all endeavours to refund the amount within 7-14

working days. The outstanding amount may also be credited to the account of the consumer so

as to be adjusted in future consultations of himself or of any other person.

e. The refund shall be made by e-banking or by demand draft or by other such mode other than

cash, depending upon the suitability of both, HealthCard Plus and the consumer.

f. For claiming refund, the consumer should necessarily have the valid invoice, so as to be able to

get the refund.

3. CLINICAL SUPPORT INFORMATION

We may provide information to assist you in clinical decision-making. This may include

information and reminders concerning drug interactions, allergies, dosages, as well as general

health-care related information and resources.. The information and materials available through

the app are for informational and educational purposes only and are not intended to constitute

professional advice, diagnosis or treatment, or to substitute for your professional judgment.

Information that may be placed on the app by third parties are beyond our control. We are not

responsible for the accuracy or completeness of information available from or through our app.

You assume full risk and responsibility for the use of information you obtain from or through this

app, and you agree that HealthCard Plus is not responsible or liable for any claim, loss, or liability

arising from the use of the information. We do not recommend or endorse any provider of

healthcare or health-related products, items or services, and the appearance of materials on the

app relating to any such products, items or services is not an endorsement or recommendation of

them. You agree to review the definitions, functionality, and limitations of the services, and to

make an independent determination of their suitability for your use.

4. SELECTING YOUR DOCTOR OR HEALTHCARE PROVIDER ON THE APP

The App allows you to select and schedule appointments with doctors and health care providers

registered with Healthcard Plus. While choosing your doctor or healthcare provider on the App,

you understand and accept that:

 You are ultimately responsible for choosing your own doctor or healthcare provider

and HealthCard Plus shall not be held responsible or liable for the selection of such doctor or

healthcare provider.

 HealthCard Plus will provide you with lists and/or profile previews of doctors and health care

providers who may be suitable to deliver the health care that you are seeking based on

information that you provide to HealthCard Plus (such as area of specialty and geographical

location). For certain specific services, HealthCard Plus may choose a doctor or healthcare

provider on your behalf based on the nature of services you request and on the doctor or

healthcare professional available to provide you with the clinical services for the same.

Please note that Healthcard Plus

 Does not recommend or endorse any doctors or health care providers mentioned on the app.

 Does not make any representations or warranties with respect to these doctors or health care

providers or the quality of the healthcare services they may provide. HealthCard Plus shall not be

liable for any reason whatsoever for the services provided by the health care professional or

doctor, and we bear no liability for the consequences to you, of your use of the system or services.

 Information regarding doctors and health care providers and practice information found on the

app is intended for general reference purposes only. Such information found on the app is mainly

self-reported by the doctor or the health care provider. Such information often changes frequently

and may become out of date or inaccurate. Neither the app nor HealthCard Plus provides any

advice or qualification certification about any particular doctor or healthcare provider. You are

encouraged to independently verify any such information you see on the Mobile App with respect

to a doctor or healthcare provider that you seek to make an appointment with.

5. NO DOCTOR - PATIENT RELATIONSHIP

Please note that some of the content, text, data, graphics, images, information, suggestions,

guidance, and other material (collectively, "Information") that may be available on the app

(including information provided in direct response to your questions or postings) may be provided

by individuals in the medical profession. The provision of such Information does not create a

licensed medical professional/patient relationship, between HealthCard Plus and you and does

not constitute an opinion, medical advice, or diagnosis or treatment of any particular condition,

but is only provided to assist you with locating appropriate medical care from a qualified

practitioner. We make no guarantees, representations or warranties, whether expressed or

implied, with respect to professional qualifications, quality of work, expertise or other information

provided on the Mobile App. We do not in any way endorse any individual described herein. In no

event shall we be liable to you or anyone else for any decision made or action taken by you in

reliance on such information.

6. AVAILABILITY, APPOINTMENT, RESCHEDULING, FREE REVIEW AND/OR CANCELLATION

E-consultations shall be available for family physician & multi specialties E-consultation from a

specific doctor/physician shall be available subject to his/her availability/willingness/discretion.

Confirmation of your appointment with a specific doctor/physician, as per his/her availability,

shall be sent to you via SMS and/or E-mail. HealthCard Plus reserves the right to reschedule or

cancel an appointment without any prior notice. The time provided for consultation to you is

indicative and actual consultation time may change depending on the consulting doctor's

discretion.

B. REFUND POLICY AND TERMS AND CONDITIONS FOR PHARMACY ORDERS

1. COLLECTION OF PAYMENT FOR PHARMACY INVOICES

You understand that HealthCard Plus provides various services with respect to the System.

Pharmacy purchase and delivery is paid service, HealthCard Plus will provide invoice of pharmacy

purchased on the app, you also acknowledge that HealthCard Plus will collect these payment via

online transactions or by Cash on delivery.

HealthCard Plus will provide only the medicines which are prescribed by registered medical

practitioner and in prescribed quantity only. For High risk medications, further consents may also

be required, which should be provided by patients before receiving the delivery of medicines.

You acknowledge and confirm that HealthCard Plus shall not be liable for the any adverse or side

effect of these medication taken in prescribed quantity or higher, medicines should be taken in

prescribed dose and quantity at prescribed time. For any Misuse of these delivered medicines

Healthcard Plus will be not be responsible.

2. PHARMACY SERVICES:

In order to purchase drugs that requires a valid medical prescription issued by a medical

expert/doctor (“prescription drugs”) from HSP through the application, or you may upload a

scanned and clean copy of the valid prescription of any other doctor or HSP on application. You

shall, ensure that medical expert/doctor, as far as possible, prescribe drugs with generic names.

The order would not be processed and forwarded to the concerned HSP (s) by AIPL until we receive

a copy of a valid prescription. HSP will verify the prescription shared by you and in case HSP (s)

observe any discrepancy in the prescription uploaded by you, the HSP (s) will cancel the order

immediately. You may also be required to make the original prescription available at the time of

receipt of delivery of prescription drugs.

You acknowledge and accept that the order for a substitute of a prescription drug would not be

processed if the medical expert/doctor has himself/herself not permitted for any other equivalent

generic drug to be dispensed in place of the prescription drug in the prescription. The substitute

of a prescription drug would be dispensed only if the prescription solely lists the equivalent

generic drug or salt names instead of a specific brand name.

You further acknowledge and accept that, in the absence of the above, the concerned HSP would

not dispense a substitute drug in place of the prescription drug.

3. REFUND & CANCELLATION POLICY

Healthcard Plus strives to deliver correct medicines/items in the right/undamaged condition every

time the customer places an order. We strongly recommend our customers to check the condition

of the delivered products at the time of delivery and get back to us if there are any discrepancies.

a. Pharmacy order once booked cannot be cancelled.

b. In certain situations, Pharmacy can be returned.

c. Certain categories of products are not eligible for returns: list of these medicines and product

is as follows. Healthcard Plus reserves the right to update and edit the list from time to time.

d. Certain medicines and products can be returned within 5 days of purchase, refund of the

payments can be done. Eligibility for refund of these returned products will be exclusively

decided by Administration of Healthcard Plus.

e. Return of the products will not be accepted if or products or not eligible for return

 If the item has been opened, partially used or disfigured. The user is strongly advised to check

the package carefully at the time of acceptance of products by the user from the delivery agent;

 If the product has been tampered with;

 If the product packaging and/or packaging box and/or packaging seal has been tampered with.

The user is strongly advised to check the package carefully at the time of acceptance of

products by the user from the user’s delivery agent and it is emphasized that the user should

not accept the order if the package appears to be tampered;

 If the products returned are wrong or in wrong quantity.

 In case of medications, if medicine has wrong brand, batch no, or expiry date.

 If it is mentioned on the product detail page that the product is non-returnable;

 Any accessories/freebies supplied with the product are missing;

 If the product does not have serial number / UPC number/ barcode affixed, which was present

at the time of acceptance of products by the user from the user’s delivery agent;

 Any damage/defect which is not covered under the manufacturer's warranty

 The product is without original packing and accessories/freebies;

 If the product is damaged due to misuse;

Categories

Type of products

Temperature

controlled medicines

Vials, Injections, Pen-fills, Vaccines or any other products or

specialty medicines requiring cold storage

Baby Care

Breast Pumps, Diapers, Ear Syringes, Wipe Warmers, Bottle

Nipples

Food and Nutrition

Health supplements and drinks

Healthcare devices

Glucometer Lancet, Healthcare Devices, Surgical, Health

Monitors

Sexual Wellness

Condoms, Fertility Kit, Lubricants, Pregnancy Kits

Personal Care

Oral Care (Toothbrushes, toothpastes, mouthwashes etc);

Feminine Hygiene (Sanitary Pads, Panty Liners, Menstrual Cups

etc.); Shaving and Hair Removal (Men’s Shaving – Razors,

Blades, Shaving Foams, Brushes etc.; Men’s Beard Care –

Beard Oil, Beard Serum etc.; Women’s Hair Removal – Wax

Strips, Creams, Razors etc)

Family Nutrition

Infant Baby Food, Toddlers’ and Kids’ Health Drinks

Vitamin and Mineral

Supplements

Core Letter Vitamins, Multi-Vitamins etc

Health Care Products

Ayurveda Products, Pain Relief Products, Herbal Supplements,

Medical Supplies, Adult Diapers

f. In case the customer want to requests for return of any products, It is advised that, customer

should first check if product is eligible for return or not. Do not process for return of product, if

product is not eligible to return.

g. If the product qualifies to be returned, return request can be done on app at my purchases

section. It is advised to keep the product in, as purchased condition. The pick up boy will reach

at delivery address within 72 hours of return request.

h. Return attempt will be done maximum two times by the pick-up boy, if you miss the pick-up boy

these two times, return will be cancelled.

i. Once the Pick-up boy reached, customer or someone from family should attend him, and

handover him the products. They should help pick-up boy to make sure that products are in

condition, so as to eligible for return.

j. Once the products are returned and reached to admin, after checking the refund eligibility, if

qualifies, refund will be processed by admin. Time frame and mode of refund policy is as follows.

Mode of Payment of

Purchase

Mode of refund

Refund Timeframe (after

successful verification from

Admin)

Healthcard Plus wallet

Cash on Delivery

Healthcard Plus

wallet

1 business day

NEFT

1-3 business days

Online refund

NEFT

7-10 business days subject to the

bank turnaround time and RBI

Guidelines.

Other Wallets

NEFT

2-3 business days

C. REFUND POLICY AND TERMS AND CONDITIONS FOR LAB COLLECTION

1. COLLECTION OF PAYMENT FOR LAB INVOICES

You understand that HealthCard Plus provides various services with respect to the System. Lab

sample collection at home & reporting is paid service, HealthCard Plus will provide invoice of lab

tests on the app, you also acknowledge that HealthCard Plus will collect these payment via online

transactions or by Cash on delivery.

HealthCard Plus will provide only the lab tests which are prescribed by registered medical

practitioner. For special lab tests, further consents may also be required, which should be

provided by patients before getting sample collected.

You acknowledge and confirm that HealthCard Plus shall not be liable for the any false reporting,

issues in testing, and its clinical correlations. For any Misuse of these lab test reports Healthcard

Plus will be not be responsible.

User should correctly enter his Name, Age, date of birth, address, mobile number, e-mail id, Basic

History, Specific History before ordering a lab test. In lack of medical history of patients, many test

cannot provide correct results. In these situations Healthcard plus will not be responsible for any

discrepancy of test results.

2. LAB SERVICES:

In order to get Lab tests done that requires a valid medical prescription issued by a medical

expert/doctor (“prescription”) from HSP through the application, or you may upload a scanned

and clean copy of the valid prescription of any other doctor or HSP on application. You shall,

ensure that medical expert/doctor, as far as possible, prescribe correct test names. The order

would not be processed and forwarded to the concerned HSP (s) by AIPL until we receive a copy

of a valid prescription. HSP will verify the prescription shared by you and in case HSP (s) observe

any discrepancy in the prescription uploaded by you, the HSP (s) will cancel the order immediately.

You may also be required to make the original prescription available at the time of receipt of

delivery of prescription drugs.

You acknowledge and accept that the order for a specific test, substitute test would not be

processed if the medical expert/doctor has himself/herself not permitted.

You further acknowledge and accept that, in the absence of the above, the concerned HSP would

collect sample.

3. REFUND & CANCELLATION POLICY

Healthcard Plus strives to collect specific test as prescribed, every time the customer places an

order. We strongly recommend our customers to check that correct name is written on vials or

bulbs, correct sample is collected, at the time of sample collection and get back to us if there are

any discrepancies.

a. Lab order once booked cannot be cancelled from customer side.

b. Rescheduling of sample collection can be done, for rescheduling specific request has to be sent

to admin, once confirmed, next visit can be planned.

c. In customer is not satisfied with results of lab test, refund cannot be processed. Lab test are

done for the sample provided, false positive and false negative results can happen, and its

dependent on test performed. It is advisable to co relate test results clinically.

d. In case of any discrepancy, please contact within 5 days of lab order, refund of the payments

can be done. Eligibility for refund of these lab tests will be exclusively decided by Administration

of Healthcard Plus.

e. In certain situations, Lab orders can be cancelled by healthcard Plus.

 In case of medications, if Lab test done is different than ordered.

 In case if, Sample are clotted or cannot be processed for reporting, Healthcard plus will collect

second sample, free of cost from the patient. If second sample cannot be collected then

healthcard Plus will process for refund of payments.

f. Once the request done by patient, after checking the refund eligibility, if qualifies, refund will be

processed by admin. Time frame and mode of refund policy is as follows.

Mode of Payment of

Purchase

Mode of refund

Refund Timeframe (after

successful verification from

Admin)

Healthcard Plus wallet

Cash on Delivery

Healthcard Plus

wallet

1 business day

NEFT

1-3 business days

Online refund

NEFT

7-10 business days subject to the

bank turnaround time and RBI

Guidelines.

Other Wallets

NEFT

2-4 business days

4. IMPORTANT TERMS

Healthcard Plus provides Services through the app to facilitate customers/ users to avail diagnostic

test/ packages facilities through the website. However, Healthcard Plus shall not be liable and

does not validate, endorse or approve any information or content posted on its Website.

Furthermore, while availing the Services, the users/customers understand and accept that:

a. Healthcard Plus does not recommend or endorse any diagnostic test/packages mentioned on

the Website;

b. Healthcard Plus is only a mediator between customers and Diagnostic centers, healthcard Plus

do not claim any legal or social responsibility of test results.

c. Your sample collection will typically be done on the chosen date and time. If not, you can

always reschedule to another available date and available time slot.

d. Sometimes, sample collection may take longer due to bad weather, political disruptions,

government orders and other unforeseen circumstances. In such cases, we will proactively

reach out to you. Please check your emails and SMS regularly for such updates.

e. Report will be generated within 24 – 48 hours and a soft copy will be sent to you for the same

from our end on app under Lab reports. Certain tests/culture tests take time, so your report

will be sent when your test results are out and after we receive it. You hereby agree to the

delay that may be caused in providing the reports.

f. Collection and Delivery are dependent on various technical and quality parameters. Healthcard

Plus assumes no liability towards any time delay caused on account of the above factors

necessary for review, analysis reporting and third-party service delay outside of our control.

Healthcard Plus does not provide medical advice and services offered must not be considered

as a substitute for professional medical advice, diagnosis or treatment. Do not disregard, delay

or avoid obtaining medical advice from a qualified medical and health care professional. Please

correlate clinically.

g. Healthcard Plus shall not be responsible in any manner for the authenticity of the personal

information or sensitive personal data or information supplied by the User to Healthcard Plus

or any other person acting on behalf of Healthcard Plus.

h. The User is responsible for maintaining the confidentiality of the User’s account access

information and password and restricting any unauthorized access and use of Services through

the Website. The User shall be responsible for all uses of the User’s account and password,

whether or not authorized by the User. The User shall immediately notify Healthcard Plus of

any actual or suspected unauthorized use of the User’s account or password.

i. If a User provides any information that is false, inaccurate, not current or incomplete (or

becomes false, inaccurate, not current or incomplete), or Healthcard Plus has reasonable

grounds to suspect that such information is false, inaccurate, not current or incomplete,

Healthcard Plus has the right to suspend or terminate such account at its sole discretion.

j. User do hereby authorize Healthcard Plus and its officials to collect the electronic copy of the

report from the Diagnostic center/ Labs and provide the same to the Users. Hard copy of

reports will not be provided.