AayulHealth IT Private Limited believes in helping its customers as far as possible, and has therefore a liberal cancellation policy. Under this policy:
- Cancellations will be considered only if the request is made immediately after placing the order. However, the cancellation request may not be entertained if the orders have been communicated to the vendors/merchants and they have initiated the process of shipping them.
- AayulHealth IT Private Limited does not accept cancellation requests for perishable items. However, refund/replacement can be made if the customer establishes that the quality of the product delivered is not good.
- In case of receipt of damaged or defective items, please report the same to our Customer Service team. The request will be entertained once the merchant has checked and determined the same at their own end. This should be reported within the same day of receipt of the products.
- If you feel that the product received is not as shown on the site or as per your expectations, you must bring it to the notice of our Customer Service within the same day of receiving the product. The Customer Service team, after looking into your complaint, will take an appropriate decision.
- For complaints regarding products that come with a manufacturer's warranty, please refer the issue to them.
- In case of any refunds approved by AayulHealth IT Private Limited, it will take 1–2 business days for the refund to be processed to the end customer.
Laboratory Services
- Cancellation of a lab test booking is accepted if requested before sample collection is initiated. Once the sample has been collected, cancellation will not be entertained.
- If a test cannot be performed due to a technical or processing error on our partner laboratory's end, a full refund will be issued within 1–2 business days.
- Disputes regarding report quality or incorrect results should be reported to our Customer Service team on the same day the report is received. We will coordinate with the laboratory to resolve the issue.
Pharmacy Orders
- Medicine orders can be cancelled before they are dispatched from the pharmacy. Once dispatched, cancellation requests will not be accepted.
- Prescription medicines are non-returnable unless the product delivered is damaged, defective, or incorrect. Such issues must be reported on the same day of delivery with photographic evidence.
- Refunds for eligible pharmacy returns will be processed within 1–2 business days to the original payment method.
Hospital & Consultation Bookings
- Appointment or consultation bookings may be cancelled at least 4 hours before the scheduled time for a full refund. Cancellations made within 4 hours of the appointment may not be eligible for a refund.
- In the event that a doctor or specialist cancels or is unavailable, a full refund will be issued automatically within 1–2 business days.
- Advance payments made for procedures, surgeries, or in-patient admissions are subject to the respective hospital's cancellation terms. AayulHealth IT Private Limited will facilitate the refund process but is not directly liable for the hospital's policy.
- Approved refunds for hospital bookings will be processed within 1–2 business days.
Home Care — Aayul CareU
Home-care visits (nursing, attendants, physiotherapy and related services) are booked through the Aayul CareU marketplace and delivered by independent, verified carers and agencies. Refunds are determined by the notice given before the scheduled visit and whether the visit has been delivered:
- Cancelled 24 hours or more before the visit — full refund of the amount paid.
- Cancelled within 24 hours of the visit — a cancellation fee may be retained as set by the carer/agency, and the remaining balance is refunded. Where no fee is set, a full refund applies.
- Visit already completed — not eligible for a refund. The agency may, at its discretion, issue a goodwill refund.
- Visit partly delivered (in progress) — where the agency's policy allows pro-rata, you are refunded for the portion of the service not delivered; otherwise the visit is treated as delivered.
- Carer no-show or agency cancellation — full refund, processed automatically.
The 24-hour notice period above is the platform default. Individual agencies may set a stricter notice period or cancellation fee, which is always shown to you at the time of booking. Approved home-care refunds are processed within 1–2 business days to the original payment method.
For any queries or concerns regarding cancellations and refunds, please contact our Customer Service team through the Aayul app or at support@aayulhealth.com. For home-care bookings you can also reach care@aayulhealth.com.