Cancellation & Refunds

1What this policy covers

This policy explains when a booking or an equipment rental can be cancelled, what is refunded, and how long the money takes to reach you. It forms part of our Terms of Service and applies to every purchase made through eldrly.in and the Eldrly mobile applications.

It is published in accordance with the Consumer Protection (E-Commerce) Rules, 2020, which require the cancellation and refund terms of a marketplace to be stated plainly before you pay.

Nothing in this policy limits your rights under the Consumer Protection Act, 2019.

2Cancelling a care booking

Care is sold as a monthly package covering a set number of doctor visits, nurse visits or caregiver days. What you are refunded depends on how much notice you give, because a care professional has usually already been assigned and has turned down other work to hold your dates.

• More than 24 hours before your care start date: a full refund of everything paid, less only a payment-gateway charge where the gateway does not return it to us.
• Within 24 hours of your care start date: a refund of everything paid, less the charge for one visit or one caregiver day, because the assigned professional has already committed to that date.
• After care has begun: a pro-rata refund for every visit or caregiver day in the package that has not yet been delivered, less the charge for one visit. Visits already completed are not refundable.
• If we cannot staff your booking, or a professional does not arrive and we cannot send a replacement the same day: a full refund of the affected period, or a free rescheduling, your choice. No deduction of any kind applies.
• If you end a booking because of a genuine service failure, tell our Grievance Officer. Where the complaint is upheld, the deduction above is waived.

3Cancelling an equipment rental

Equipment is rented by the month and is delivered to and collected from your address.

• Before dispatch: a full refund, less any non-recoverable payment-gateway charge.
• After delivery: a pro-rata refund for the unused part of the rental period, less the collection charge shown at checkout.
• Equipment returned damaged beyond ordinary wear, or not returned: repair or replacement cost is deducted, itemised in writing before it is applied.
• Consumables supplied with equipment: tubing, masks, filters and similar, are not refundable once opened, for hygiene reasons.

4Recurring payments and mandates

Where you have set up a recurring payment mandate for a multi-month plan, cancelling stops all future debits. You must cancel at least 48 hours before the next scheduled debit date, because payment mandates are presented to your bank in advance and cannot be recalled once presented.

A debit that has already been presented is refunded under the rules in section 2, not treated as a failed cancellation.

You can see every scheduled debit date on your booking before you pay, and cancel a mandate at any time from your bookings page or by contacting us.

Under the Reserve Bank of India’s framework for recurring transactions, your bank or card issuer sends you a pre-debit notification at least 24 hours before each debit, and a mandate above the prescribed limit requires you to authenticate that debit yourself. We do not debit outside a mandate you have registered, and we do not increase the amount of a registered mandate without registering a fresh one.

5How to cancel

Cancel from the bookings page in your account, or contact us by email or phone with your booking reference. A cancellation takes effect from the time we receive it, not from the time it is processed, so tell us as early as you can even if you cannot reach anybody immediately.

We confirm every cancellation in writing, stating the amount being refunded and how it was calculated. If you disagree with the calculation, raise it with our Grievance Officer and we will review it.

6How refunds are paid

Refunds are returned to the original payment method. We cannot pay a refund to a different card, account or UPI ID; this is a payment-network rule, and it protects you against a refund being diverted.

• We initiate an approved refund within 5 working days of approving it.
• Your bank or card issuer then takes its own time to credit the money, typically 5 to 7 working days, and occasionally longer for international cards.
• You will receive the payment provider’s refund reference. If the money has not reached you within 10 working days of that reference, contact us and we will trace it with the provider.
• We never ask for your card number, CVV, UPI PIN, OTP or bank password to process a refund. Nobody legitimate ever will. Treat any such request as fraud and report it to us.

7When a refund is not due

So that this policy is honest about both directions, these are the cases where we do not refund.

• Visits or caregiver days that have already been delivered.
• A visit missed because nobody was at the address, or the professional was refused entry, and no notice was given to us beforehand.
• Cancellation of a visit already in progress.
• Opened consumables, as set out in section 3.
• Charges deducted for damaged or unreturned equipment, itemised in writing.

8Disputes

If you are not satisfied with a refund decision, contact our Grievance Officer, whose details are set out below. We will respond within 30 days.

You may also raise the matter with the National Consumer Helpline on 1915, or with the consumer commission having jurisdiction over your address, under the Consumer Protection Act, 2019. This policy does not require you to use our complaints process first.

Raising a chargeback with your bank is your right. We ask only that you contact us first, because a chargeback takes considerably longer to resolve than a refund we can initiate ourselves.