CANCELLATION, NO SHOW, RESCHEDULE AND REFUND POLICY

1. Tele-consultations or wellness sessions or health coaching session
   1. Cancellations:Cancellations made 2 hours (120 mins) prior to the scheduled consultation start time will receive 100% refund, after which no refunds will be provided for cancellations. Please note that refunds on account of cancellation can take up to 10 business days to process.
   2. Reschedules: 
      1. For physiotherapy appointments: One (1) free reschedule is allowed until 1 hour (60 mins) before the scheduled appointment start time. Post usage of the one (1) free reschedule, any further changes to appointment time slot cannot be accommodated. Customers can choose to book a new appointment (at full price) if they cannot attend their appointment. 
      2. For other appointments: One (1) free reschedule is allowed. Post usage of the one (1) free reschedule, any further changes to appointment time slot cannot be accommodated. Customers can choose to book a new appointment (at full price) if they cannot attend their appointment. 
   3. Customer No Show Policy:
      1. What is the Customer No show Policy ? 
          A customer failing to join the tele-consult within 10 mins from the        appointment start time is considered a No-Show.
      2. No-Show User/Patient/Customer:
         No refunds will be processed in case of customer no-shows. In case there are delays from the customer’s end, Proactive For Her will not be liable and will not be able to provide a(n) refund/free reschedule/extended appointment duration et al.
   4. Late Joining User/Patient/Customer:
      1. A customer is allowed to join late till 10 minutes from the appointment start time. If the customer does not join within 10 mins of the appointment start time, they will be marked as “no-show” and the tele-consult will end (doctor will no longer be available). 
      2. If a customer joins within 10 minutes of their start time, the appointment time will be reduced to the remainder of the slot booked. Proactive For Her will not be liable and will not be able to provide a(n) refund/free reschedule/extended appointment duration.
   5. Free Consultation/Follow-ups:
      1. Depending on the type of consultation booked, one (1) Free follow-up per teleconsult can be booked within 7 days from the date of appointment. If the user doesn’t see any slots to book within these 7 days, they can reach out to Proactive via call/WhatsApp to get an extension or request a different doctor, subject to availability
      2. Note that program/voucher/game plan participants (for example PCOS program, vaginismus program, nutrition game plan etc ) do not qualify for free follow-ups as their programs follow a specific structure and include a fixed number of appointments. Any consults provided as a followup after a diagnostics/lab test booking with Proactive is also not eligible for an additional free-follow-up. Any consults provided as part of a package booking with Proactive is also not eligible for an additional free-follow-up unless otherwise specified.
      3. If cancellation of the follow-up is unavoidable patients are requested to cancel 2 hours prior to the consultation time. Post cancellation the patient will have to pay for a new appointment.
      4. One reschedule is allowed till 2 hours prior to the follow-up consultation time. Post usage of 1st reschedule the patient will have to pay for a new appointment.

Summary of cancellation and rescheduling policy based on type of appointment

For Physiotherapy appointments 

For other appointments 

2. At-home lab tests & at-home vaccination services

1. Cancellations and Refund:
   • All bookings are non-cancellable once paid for (i.e bookings cannot be cancelled once payment is made)
   • All bookings are non-refundable except in cases of non-performance of services by Proactive For her/its chosen lab or vaccination partners.
   • Home collection/vaccination slots are subject to availability. In any of non-availability of chosen date/slot, any lockdowns and/or restrictions imposed by the ongoing COVID-19 pandemic, adverse weather conditions or any other unforeseen circumstances, the sample collection slot/vaccination slot might change (in such cases, Proactive For Her will notify the customer). If the chosen slot is not available, Proactive is not liable to cancel the booking and refund the customer. Proactive For Her will offer alternate available slots, closest to the date/slot that was originally booked.
   • In case the customer has a medical issue due to which they need to cancel their appointment once booked, Proactive will consider such cancellation requests on a case-by-case basis. Whether a refund will be provided will be determined by Proactive in its sole discretion. Proactive has the right to initiate a partial refund only in such cases, with 10% of the amount paid deductible as admin/cancellation fees
   • If more than one item is purchased at the same time or if bundled services are purchased (e.g package of 3 doses of vaccine), and partial cancellation is requested, Proactive will consider such cancellation requests on a case-by-case basis. Whether a refund will be provided will be determined by Proactive in its sole discretion. Proactive has the right to initiate a partial refund only in such cases, with an additional 10% of the amount paid deductible as admin/cancellation fees. While considering the amount of partial refund, Proactive will consider pricing of utilised services as purchased at full price rather than the discounted price as part of the package pricing.
   • Any refunds/partial refunds can take upto 10 business days to process
2.  Rescheduling:
   • Rescheduling of sample collection slot/vaccination appointment once confirmed by Proactive For Her might attract an additional rescheduling charge of upto 250 INR (Indian rupees).
   • Requests to reschedule sample collection/vaccination appointment need to be conveyed to Proactive For Her atleast 2 hours prior to the chosen time slot.
3. No-show:

   • What is a No-Show?: A customer not physically present/available at the address provided for at-home services (lab tests or vaccination) during the slot chosen would be considered a no-show.

   • No-Show policy: No refunds will be processed in case of no-shows. Proactive For Her will try reschedule the appointment to another day/time slot of the customer’s choosing, subject to availability. To reschedule a no-show may attract an additional charge of upto 250 INR (Indian rupees). Proactive For Her is not liable to provide a(n) refund/free reschedule.

 3.Bundled services - Programs, vouchers, packages, gameplans (availed at home or in Proactive clinics)

Definition: These refer to any bundled services including not not limited to bundled teleconsultations, lab tests, vaccinations etc that are put together in the form of a bundled offering, program, package, voucher, or gameplan.

1.  Cancellations and Refund:

• All bookings are non-cancellable once paid for (i.e bookings cannot be cancelled once payment is made)
• All bookings are non-refundable except in cases of non-performance of services by Proactive For her/its chosen health coaches/experts.
• In case the customer has a medical or other issue due to which they need to cancel their booking either before they begin usage of their  program/voucher/gameplan/package or after they have partially used their program/voucher/gameplan/package, Proactive will consider such cancellation requests on a case-by-case basis. Whether a refund will be provided will be determined by Proactive in its sole discretion.
• Proactive has the right to initiate a partial refund only in such cases, after deducting any fees for partial usage of the program/voucher/gameplan/package, on a pro-rata basis along with an additional 10% of the amount paid deductible as admin/cancellation fees. While considering the amount of partial refund, Proactive will consider pricing of utilised services as purchased at full price rather than the discounted price as part of the package pricing.
• Any refunds/partial refunds can take upto 10 business days to process2

1. . Rescheduling: Rescheduling of services booked as part of a  program/voucher/gameplan/package is subject to availability of relevant experts who are part of the program or availability of appointment slots for any other services. In case Proactive is unable to reschedule based on the user’s request,  Proactive will not be liable and will not be able to provide a refund.
2.  Late joining or missed sessions: If a user is not able to attend specific sessions or services provided as part of the program/voucher/gameplan/package, Proactive will not be liable and will not be able to provide a(n) refund/free reschedule/extended session duration.
3. Free Consultation/Follow-ups:

• Depending on the type of consultation booked, one (1) Free follow-up per teleconsult can be booked within 7 days from the date of appointment. If the user doesn’t see any slots to book within these 7 days, they can reach out to Proactive via call/WhatsApp to get an extension or request a different doctor, subject to availability

• Note that program/voucher/game plan participants (for example PCOS program, vaginismus program, nutrition game plan etc ) do not qualify for free follow-ups as their programs follow a specific structure and include a fixed number of appointments. Any consults provided as a followup after a diagnostics/lab test booking with Proactive is also not eligible for an additional free-follow-up. Any consults provided as part of a package booking with Proactive is also not eligible for an additional free-follow-up unless otherwise specified.

• If cancellation of the follow-up is unavoidable patients are requested to cancel 2 hours prior to the consultation time. Post cancellation the patient will have to pay for a new appointment.

• one reschedule is allowed till 2 hours prior to the follow-up consultation time. Post usage of 1st reschedule the patient will have to pay for a new appointment.

Summary of cancellation and rescheduling policy based on type of appointment

For Physiotherapy appointments 

For other appointments 

4.  At-home lab tests & at-home vaccination services

1. Cancellations and Refund:
   • All bookings are non-cancellable once paid for (i.e bookings cannot be cancelled once payment is made)
   • All bookings are non-refundable except in cases of non-performance of services by Proactive For her/its chosen lab or vaccination partners.
   • Home collection/vaccination slots are subject to availability. In any of non-availability of chosen date/slot, any lockdowns and/or restrictions imposed by the ongoing COVID-19 pandemic, adverse weather conditions or any other unforeseen circumstances, the sample collection slot/vaccination slot might change (in such cases, Proactive For Her will notify the customer). If the chosen slot is not available, Proactive is not liable to cancel the booking and refund the customer. Proactive For Her will offer alternate available slots, closest to the date/slot that was originally booked.
   • In case the customer has a medical issue due to which they need to cancel their appointment once booked, Proactive will consider such cancellation requests on a case-by-case basis. Whether a refund will be provided will be determined by Proactive in its sole discretion. Proactive has the right to initiate a partial refund only in such cases, with 10% of the amount paid deductible as admin/cancellation fees
   • If more than one item is purchased at the same time or if bundled services are purchased (e.g package of 3 doses of vaccine), and partial cancellation is requested, Proactive will consider such cancellation requests on a case-by-case basis. Whether a refund will be provided will be determined by Proactive in its sole discretion
   • Proactive has the right to initiate a partial refund only in such cases, with an additional 10% of the amount paid deductible as admin/cancellation fees. While considering the amount of partial refund, Proactive will consider pricing of utilised services as purchased at full price rather than the discounted price as part of the package pricing.
   • Any refunds/partial refunds can take upto 10 business days to process
2.  Rescheduling:

• Rescheduling of sample collection slot/vaccination appointment once confirmed by Proactive For Her might attract an additional rescheduling charge of upto 250 INR (Indian rupees).

• Requests to reschedule sample collection/vaccination appointment need to be conveyed to Proactive For Her atleast 2 hours prior to the chosen time slot.

       3. No-show:

• What is a No-Show?: A customer not physically present/available at the address provided for at-home services (lab tests or vaccination) during the slot chosen would be considered a no-show.
• No-Show policy: No refunds will be processed in case of no-shows. Proactive For Her will try reschedule the appointment to another day/time slot of the customer’s choosing, subject to availability. To reschedule a no-show may attract an additional charge of upto 250 INR (Indian rupees). Proactive For Her is not liable to provide a(n) refund/free reschedule.

5.  Bundled services - Programs, vouchers, packages, gameplans (availed at home or in Proactive clinics)

1. Definition: these refer to any bundled services including not not limited to bundled teleconsultations, lab tests, vaccinations etc that are put together in the form of a bundled offering, program, package, voucher, or gameplan.
2. Cancellations and Refund:
   • All bookings are non-cancellable once paid for (i.e bookings cannot be cancelled once payment is made)
   •  All bookings are non-refundable except in cases of non-performance of services by Proactive For her/its chosen health coaches/experts.

   • In case the customer has a medical or other issue due to which they need to cancel their booking either before they begin usage of their program/voucher/gameplan/package or after they have partially used their program/voucher/gameplan/package, Proactive will consider such cancellation requests on a case-by-case basis. Whether a refund will be provided will be determined by Proactive in its sole discretion.Proactive has the right to initiate a partial refund only in such cases, after deducting any fees for partial usage of the program/voucher/gameplan/package, on a pro-rata basis along with an additional 10% of the amount paid deductible as admin/cancellation fees. While considering the amount of partial refund, Proactive will consider pricing of utilised services as purchased at full price rather than the discounted price as part of the package pricing.

   • Any refunds/partial refunds can take upto 10 business days to process

3. Rescheduling:

   • Rescheduling of services booked as part of a  program/voucher/gameplan/package is subject to availability of relevant experts who are part of the program or availability of appointment slots for any other services. In case Proactive is unable to reschedule based on the user’s request,  Proactive will not be liable and will not be able to provide a refund.

4.  Late joining or missed sessions: 
   • If a user is not able to attend specific sessions or services provided as part of the program/voucher/gameplan/package, Proactive will not be liable and will not be able to provide a(n) refund/free reschedule/extended session duration.

6. Services at Proactive Clinics

1. Consultations:

   Cancellations: Cancellations made 2 hours (120 mins) prior to the consultation time will receive 100% refund, after which no refunds will be provided for cancellations. Please note that refunds on account of cancellation can take upto 10 business days to process.

        2. Reschedules: Reschedules: 

• For physiotherapy appointments: One (1) free reschedule is allowed until 1 hour (60 mins) before the scheduled appointment start time. Post usage of the one (1) free reschedule, any further changes to appointment time slot cannot be accommodated. Customers can choose to book a new appointment (at full price) if they cannot attend their appointment. 
• For other appointments: One (1) free reschedule is allowed. Post usage of the one (1) free reschedule, any further changes to appointment time slot cannot be accommodated. Customers can choose to book a new appointment (at full price) if they cannot attend their appointment.  

1. Refunds: 
   Once the appointment at the clinic begins, all bookings are non-refundable except in cases of non-performance of services by Proactive For Her/its chosen lab partners. If an appointment is cancelled 2 hours in advance of the scheduled appointment start time, then a refund will be processed as per the policy. 

   4. Free Consultation/Follow-ups: 1 Free follow-up can be booked within 7 days from the date of appointment depending on the type of appointment and specialisation booked. If cancellation of the follow-up is unavoidable patients are requested to cancel 2 hours prior to the consultation time. Post cancellation the patient will have to pay for a new appointment.

7. Lab tests, vaccinations and other services/packages/programs/screening services

1. Cancellations and Refund:

   1. All bookings are non-cancellable once paid for (i.e bookings cannot be cancelled once payment is made)

   2. All bookings are non-refundable except in cases of non-performance of services by Proactive For her/its chosen lab or vaccination partners.

   3. In case the customer has a medical issue due to which they need to cancel their appointment once booked, Proactive will consider such cancellation requests on a case-by-case basis. Whether a refund will be provided will be determined by Proactive in its sole discretion. Proactive has the right to initiate a partial refund only in such cases, with 10% of the amount paid deductible as admin/cancellation fees

   4. If more than one item is purchased at the same time or if bundled services are purchased (e.g package of 3 doses of vaccine), and partial cancellation is requested, Proactive will consider such cancellation requests on a case-by-case basis. Whether a refund will be provided will be determined by Proactive in its sole discretion. Proactive has the right to initiate a partial refund only in such cases, with an additional 10% of the amount paid deductible as admin/cancellation fees. While considering the amount of partial refund, Proactive will consider pricing of utilised services as purchased at full price rather than the discounted price as part of the package pricing.

   5. Any refunds/partial refunds can take upto 10 business days to process

2. Customer No Show/Late-comer Policy for in-clinic services:

What is a Customer No-Show?: A customer failing to reach the clinic within 10 mins from the appointment start time is considered a No-Show.
No-Show User/Patient/Customer: No refunds will be processed in case of patient no-shows. In case there are delays from the patient’s end, Proactive For Her will not be liable and will not be able to provide a(n) refund/free reschedule/extended appointment duration at all.

Late User/Patient/Customer: A patient is allowed to reach late till 10 minutes from the appointment start time. If a patient reaches late, the appointment time will be reduced to the remainder of the slot booked. Proactive For Her will not be liable and will not be able to provide a(n) refund/free reschedule/extended appointment duration. If a patient reaches more than 10 minutes late for the appointment, this will be considered a no-show and any service to be provided will be subject to availability of slots. Any rescheduling once the appointment time has begun and the customer is marked as no-show will be subject to availability and at the sole discretion of Proactive.

Summary of cancellation and rescheduling policy based on type of appointment taken at Proactive clinics

For Physiotherapy appointments 

For other appointments 

•