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Refund & Cancellation Policy

At JamunJar Health and Wealth Private Limited, we are committed to providing a transparent and fair refund policy in relation to products and services made available by or through JamunJar, whether accessed or availed through the Platform or through any electronic, digital, telephonic, physical or other mode or medium made available by JamunJar. Our policy varies based on the line of business: Physiotherapy, Diagnostics, Nursing and Attendants, Programs, Medicines and Pharmacy Orders, and Teleconsultation.
Outlined below are conditions governing refunds in respect of the products and services made available by or through JamunJar, whether accessed or availed through the Platform or through any electronic, digital, telephonic, physical or other mode or medium made available by JamunJar. For the purposes of this Policy, “Platform” means the JamunJar website, mobile application and the services, facilities and modes through which JamunJar makes its products and services available, including through physical, telephonic, electronic, digital or any other mode or medium, whether operated directly by JamunJar or made available through its authorised personnel, representatives or service providers.

Physiotherapy

  • For orders booked for single sessions, cancellation is allowed only if requested within 24 hours of the booking for sessions that are not used; beyond 24 hours of service being booked, cancellation is not an option, and refunds will not be provided.
  • Further, within 24 hours of booking of session, a service will be considered as used (and hence non-refundable) if:
    • Assigned practitioner has arrived at the address provided by the patient and the patient was not available or did not attend the session; or
    • Assigned practitioner has informed the customer of delay of arrival for session and customer has agreed (basis evidence of SMS or WhatsApp message from customer) to revised timing, however, customer has denied taking the session after arrival of practitioner.
  • For orders booked for multiple sessions as part of booking, a session is considered used in case of services being rendered at customer location, if:
    • Assigned practitioner has arrived at the address provided by the patient and the patient was not available or did not attend the session; or
    • Assigned practitioner has informed the customer of delay of arrival for session and customer has agreed (basis evidence of SMS or WhatsApp message from customer) to revised timing, however, customer has denied taking the session after arrival of practitioner.
  • Refund for multi-session order is available for only unused sessions, being described as above, after deduction of price of one session.
  • Refund will be issued after charging for used sessions at the rate at which that many number of sessions would have been sold to customer as per Company pricing. E.g., if customer bought 30 sessions at an Order value of INR 120 (INR 4 per session), and decided to request a refund after using 20 sessions, then customer will be charged for the 20 sessions at the rate applicable to a 20-session order (INR 5 per session, i.e. INR 100), and refunded the balance of INR 20.
  • Transaction charges of a minimum of 2.5% of the original booking value, or such higher rate as may be levied by the applicable payment gateway, will be deducted from the refund amount.
  • In case the order booked is more than 30 days old, the order will not be refunded, save where the cancellation arises from a documented medical emergency of the patient or from JamunJar's or the practitioner's failure to render the service.
  • In case all sessions in an order are used or marked as used, no refund will be processed.
  • Where the assigned practitioner fails to arrive for a scheduled session without prior communication to the customer, such session shall be treated as not rendered and the customer shall be entitled to a full refund for that session.

Diagnostics

  • For orders booked, refunds are allowed only if:
    • 24 hours have not lapsed since the booking was made. In case it has been more than 24 hours since the order was booked, then refunds will not be provided; AND
    • more than 12 hours remaining prior to the time of the sample collection as per booking made.
  • The TAT for turnaround as published on our Platform has not been met.
  • Recollection is requested due to deficient sample (as declared by Lab); in this case JamunJar will ensure re-collection is as per customer convenience at no additional cost to the customer with complete details of reason for recollection being communicated.
  • Transaction charges of a minimum of 2.5% of the original booking value, or such higher rate as may be levied by the applicable payment gateway, will be deducted from the refund amount.

Nursing/ Attendant Services

  • For orders booked for single sessions (12 hours or 24 hours), cancellation is allowed only if requested within 24 hours of the booking for sessions that are not used; beyond 24 hours of service being booked, cancellation is not an option and refunds will not be provided.
  • Further, within 24 hours of booking of session, a service will be considered as used (and hence non-refundable) if:
    • Assigned practitioner has arrived at the address provided by the patient and the patient was not available or denied the session; or
    • Assigned practitioner has informed the customer of delay of arrival for session and customer has agreed (basis evidence of SMS or WhatsApp message from customer) to revised timing, however, customer has denied taking the session after arrival of practitioner.
  • For orders booked for multiple sessions as part of booking, a session is considered used in case of services being rendered at customer location, if:
    • Assigned practitioner has arrived at the address provided by the patient and the patient was not available or did not attend the session; or
    • Assigned practitioner has informed the customer of delay of arrival for session and customer has agreed (basis evidence of SMS or WhatsApp message from customer) to revised timing, however, customer has denied taking the session after arrival of practitioner.
  • Refund for multi-session order is available for only unused sessions, being described as above, after deduction of price of one session.
  • Refund will be issued after charging for used sessions at the rate at which that many number of sessions would have been sold to customer as per Company pricing. E.g., if customer bought 30 sessions at an Order value of INR 120 (INR 4 per session), and decided to request a refund after using 20 sessions, then customer will be charged for the 20 sessions at the rate applicable to a 20-session order (INR 5 per session, i.e. INR 100), and refunded the balance of INR 20.
  • In case the order booked is more than 30 days old, the order will not be refunded, save where the cancellation arises from a documented medical emergency of the patient or from JamunJar's or the practitioner's failure to render the service.
  • In case all sessions in an order are used or marked as used, no refund will be processed.
  • Where the assigned practitioner fails to arrive for a scheduled session without prior communication to the customer, such session shall be treated as not rendered and the customer shall be entitled to a full refund for that session.

Metabolic Programs

  • Any refund request for a metabolic program shall be reviewed by the Company-empanelled Doctor under whose aegis the Program was undertaken, and shall be approved where the customer is unable to continue the Program for reasons of a documented medical condition, relocation, or JamunJar's or the Doctor's failure to render the Program as described, and may be declined only for reasons communicated in writing to the customer, after deduction of:
    • Cost of consumables incurred by the Company;
    • Doctor Consultation fees paid by the company; and
    • 10% of overall program value paid by customer.

Medicines and Pharmacy Orders

  • Medicines and other pharmaceutical products, once dispensed and delivered, are not eligible for return, exchange or refund, except where:
    • the product delivered is different from the product ordered;
    • the product delivered is damaged, tampered with, expired, or otherwise not fit for use; or
    • the order was not delivered at all.
  • Any claim under this section must be raised within twenty-four (24) hours of delivery, accompanied by photographic evidence and the original invoice, through JamunJar's official support channel.
  • Where a claim is validated, JamunJar shall arrange for replacement of the product or, where replacement is not feasible, a full refund, at no additional cost to the customer.
  • Prescription medicines shall only be refunded where the deficiency described above is attributable to JamunJar or the fulfilling pharmacy, and not on account of a change in the customer's requirement or preference.

Teleconsultation Services

  • A teleconsultation may be cancelled and fully refunded if requested at least twenty-four (24) hours prior to the scheduled consultation time.
  • Where the consulting doctor fails to join the scheduled consultation, or the consultation is terminated prematurely due to a technical failure attributable to JamunJar, the customer shall be entitled to a full refund or, at the customer's option, a rescheduled consultation at no additional cost.
  • No refund shall be provided where the customer fails to join the scheduled consultation without providing at least twenty-four (24) hours' prior notice, save in the case of a documented medical emergency.

Refunds for Platform or Payment Errors

  • Where a customer has been charged more than once for the same order, or has been charged without the corresponding service or product being fulfilled, due to an error attributable to JamunJar or its payment gateway, JamunJar shall process a full refund of the erroneous charge, and such refunds shall not be subject to the eligibility conditions set out above for customer-initiated cancellations.

General Terms

Practitioners include independent healthcare professionals acting in their personal capacity, or companies, partnerships, LLPs or other legal entities engaged in providing healthcare services through their duly authorised representatives.
Approved refunds are processed twice in a month – on the 16th (for requests received after the last working day of the previous month and before the 14th of the following month) and on the last working day of the month (for refund requests received on or after the 15th of the month and before the last working day of the same month). Following such processing, the refund amount shall be credited to the customer's original payment method within seven (7) working days, subject to processing timelines of the customer's bank or payment provider.
Transaction charges of a minimum of 2.5% of the original booking value, or such higher rate as may be levied by the applicable payment gateway, will be deducted from the refund amount.
All refund requests must be submitted via our official support channel (support@jamunjar.com) with relevant proof of payment and reason for refund.
All refund requests shall be processed in accordance with the eligibility conditions and procedures set out in this Policy. Where this Policy provides for a refund, JamunJar shall process the refund subject to verification of the applicable conditions and supporting documents. Where a refund request is declined, the customer may escalate the matter in accordance with JamunJar's Grievance Redressal Policy.
JamunJar Health and Wealth Private Limited reserves the right to modify this policy at any time, and shall publish the updated policy on the Platform with effect from the date of such modification.
This Policy shall be governed by the laws of India, and the courts at Mumbai, Maharashtra shall have exclusive jurisdiction over any dispute arising out of or in connection with this Policy.
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