Introduction
Athayush India (“Athayush”) is dedicated to providing high-quality healthcare services and ensuring efficient appointment management. Our commitment is to deliver scheduled services with utmost diligence, as outlined below.
Athayush reserves the right to reschedule or cancel appointments due to unforeseen circumstances, such as provider illness, emergencies, or technical issues, without prior notice. While estimated consultation or testing times are provided, actual service delivery times may vary based on healthcare provider availability and other operational factors, including but not limited to equipment maintenance or facility constraints. Users also have the option to reschedule or cancel their services, wherever applicable.
1. Athayush-Initiated Cancellations or Rescheduling:
While Athayush is committed to fulfilling all scheduled appointments, in rare instances where rescheduling is necessary due to operational requirements, users will be offered priority rescheduling at their convenience. Every effort will be made to avoid cancellations. This option remains available as long as Athayush’s services are active.
Athayush will make reasonable effort to inform the user of such changes as soon as possible.
2. User-Initiated Cancellations or Rescheduling:
To ensure optimal service delivery and resource allocation, users are responsible for ensuring they are available at the scheduled appointment time.Â
Rescheduling requests, if absolutely necessary, should be submitted well in advance. Rescheduling requests must be submitted no less than four (4) hours prior to the scheduled appointment time to ensure efficient and timely service delivery for all patients.
Late rescheduling requests, made within four (4) hours of the appointment will be subject to a processing fee of ₹150, reflecting the commitment of resources and personnel for the scheduled time.
Service packages are designed for comprehensive care. Any adjustments to the package such as changes in service frequency or type, require careful review and may be subject to modifications based on services already rendered and the terms of the package agreement.
Users can upgrade their subscription package anytime during the first 6 months of the subscription by paying the price difference amount in the subscription packages.
Given the customized and rapidly initiated nature of AthAyush’s service plans, substantial service setup and resource allocation occur immediately upon subscription activation. This includes, but is not limited to, personalized health assessments, care team assignments, and initial program development. Therefore, modifications or adjustments to the service plan are subject to careful review and may not be fully applicable after the initial service initiation period of 15 days from the receipt of payment of subscription services. Consequently, any potential service adjustments or credits will be addressed on a case-by-case basis.*
3. Refund Processing:
In exceptional cases where adjustments are deemed necessary, any applicable credits or service modifications will be addressed within fifteen (15) business days, provided all applicable terms and conditions are satisfied.
Refunds will be issued via electronic fund transfer to the user’s original payment method or a designated bank account.
Athayush will provide a confirmation of the refund to the user.
4. Limitations and Disclaimers:
Athayush shall not be held liable for any inconvenience or losses incurred by users due to appointment rescheduling or cancellations.
Athayush retains the right to refuse service to any user at any time, without providing a reason.
Refunds are only applicable to pre-paid services. Services that have been rendered are non-refundable.
5. Special Considerations:
For services involving the Athayush Rapid Response Team, cancellations within a short period before the scheduled response time may incur additional charges, which will include but are not limited to activation fees, transportation costs, and personnel deployment fees, due to the activation and dispatch of resources.
Scheduled online consultations require timely attendance. Failure to attend without prior notification will result in the service being considered rendered.
For corporate wellness packages, cancellation and refund policies will be governed by the specific agreements between Athayush and the participating organizations.
6. Changes to this Policy:
Athayush reserves the right to modify or amend this Cancellation and Refund Policy at any time. Changes will be posted on the Athayush Platform and, where feasible, users will be notified via email or platform notifications. Changes will be effective immediately.
7. Dispute Resolution:
In the event of any disputes regarding this policy, users are encouraged to contact Athayush customer support to seek resolution. If the issue cannot be resolved through customer support, it will be escalated to management for review.
8. Contact Information:
For any questions or concerns regarding this policy, users may contact Athayush customer support.
Email: [email protected]
*Service adjustments or credits will be addressed based on the following considerations and timelines. The specific adjustment amount will be determined on a case-by-case basis, taking into account the services already rendered and the time elapsed since activation. However, the maximum service adjustment will not exceed 40% of the total subscription fee, only in the case where no Rapid Response Request has been generated.
- If a Rapid Response Request has been generated at any time after payment and while the subscription is active, no service adjustment will be applicable.