Refund & Cancellation Policy

1. Introduction

This Refund & Cancellation Policy (“Policy”) governs all payments, cancellations, rescheduling, and refunds in relation to services offered on the Platform.

By using the Platform and making any payment, the User agrees to be bound by this Policy.

2. General Principles

2.1

Due to the nature of healthcare, teleconsultation, and wellness services:

• Services once rendered are generally non-refundable, except as expressly stated in this Policy
• Refunds are limited, conditional, and subject to strict timelines

2.2

The Company reserves the sole and absolute right to:

• Approve or reject refund requests
• Verify claims and usage before processing refunds
• Offer refunds as monetary value or platform credits

3. Consultation Services

3.1 Rescheduling of Consultation

Users may reschedule a consultation:

• Prior to the scheduled start time; or
• In case the consultation is missed (“No-Show”), subject to Company discretion

Rescheduling is subject to:

• Availability of Practitioners
• Platform policies

3.2 Refund for Consultations

3.2.1

The User may request a refund for a completed consultation within 3 (three) days from the date of such consultation.

3.2.2

Such refund shall be provided on a no-questions-asked basis, provided that the request is made within the stipulated 3-day period.

3.2.3

The User expressly agrees that:

• The refund window is strictly limited to 3 (three) days
• No justification or reason is required within this period

3.2.4

Notwithstanding the above, no refund shall be provided in cases of “No-Show”, where the User fails to attend the scheduled consultation due to any reason not attributed to the Company.

3.2.5

The Company reserves the right to:

• Verify whether the consultation was completed or missed
• Process refunds in accordance with internal systems and timelines

3.3 No-Show Policy

If a User fails to attend a scheduled consultation:

• It shall be treated as a “No-Show”
• No refund shall be provided

The Company may, at its sole discretion:

• Allow rescheduling
• Restrict or suspend access in case of repeated no-shows

3.4 Definition of “Completed Consultation”

For the purpose of this Policy, a “Completed Consultation” shall mean a consultation session where:

• Both the User (patient) and the medical practitioner are present and connected through the Platform; and
• The medical practitioner has conducted an evaluation based on the information provided by the User; and
• The medical practitioner has provided medical advice, opinion, diagnosis, or suggested treatment pathways (including prescriptions, if applicable)

Once the above conditions are met, the consultation shall be deemed “Completed”, irrespective of:

• The duration of the consultation
• The User's satisfaction with the consultation
• Whether the User agrees with the diagnosis or treatment suggested

4. Treatments, Medications & Wellness Programs

4.1 Refund Eligibility

Users may request a refund for treatments, including but not limited to medicines, supplements, therapy sessions, and wellness programs. Such requests must be made within 10 (ten) days from the commencement of such treatment or program.

4.2 Mandatory Return Condition

Refunds shall only be considered if:

• The User returns all unused, unconsumed, and unopened medicines and supplements, subject to the duration of the doses still left in the overall treatment program
• The returned quantity corresponds strictly to the unused portion of the treatment

4.3 Failure to Return Products

The User expressly agrees that if unused medicines or supplements are not returned, or if products are used, opened, tampered with, or damaged, no refund shall be provided under any circumstances.

4.4 Partial Usage

In case of partial usage of treatment, refunds, if approved, shall be limited strictly to the unused portion. The determination of such amount shall be at the sole discretion of the Company.

4.5 Non-Refundable Components

The following shall not be refundable:

• Consultation fees already availed
• Completed therapy or counselling sessions
• Digital services already consumed
• Used or opened medicines or supplements

5. Return Process

To initiate a refund for treatments, the User must:

• Submit a request within 10 days
• Return products in original condition

The Company reserves the right to:

• Inspect returned items
• Reject refunds if conditions are not satisfied

6. Third-Party Services

6.1

The Platform may facilitate services provided by third parties, including but not limited to diagnostic laboratories (including blood tests and other investigations), pharmacies, logistics providers, and any other external service providers.

6.2

The User expressly agrees and acknowledges that:

• All such third parties operate independently of the Company
• The Company does not control or influence their refund, cancellation, or service policies

6.3

Any refund, cancellation, or modification relating to third-party services shall be strictly governed by the respective policies of such third party.

6.4

The Company shall:

• Not be liable to process refunds for third-party services beyond what is permitted by such third party
• Not be responsible for delays, deficiencies, or denial of refunds by such third parties

7. Payment Failures & Duplicate Transactions

In case of failed transactions where money is deducted, or duplicate payments, the Company will:

• Verify the transaction
• Process refunds accordingly

8. Refund Process & Timelines

Refund requests must be raised via support@untaboo.com.

The Company may require:

• Transaction details
• Proof of purchase
• Additional verification

Approved refunds shall be processed within 7–14 business days.

9. Mode of Refund

Refunds shall be processed:

• To the original payment method; or
• As platform credits, at the Company's discretion

10. Fraud & Abuse Prevention

The Company reserves the right to deny refunds in case of:

• Repeated refund requests
• Suspicious activity
• Misuse of services

The Company may suspend or terminate accounts involved in such activity.

11. Force Majeure (No Refund in Uncontrollable Events)

The User acknowledges and agrees that the Company shall not be liable for any failure or delay in performance of services due to events beyond its reasonable control, including but not limited to:

• Natural disasters or acts of God
• Pandemics or epidemics
• Government actions or restrictions
• Technical failures or infrastructure breakdown
• Network or connectivity issues
• Cyber incidents

In such events (“Force Majeure Events”):

• The Company shall not be obligated to provide any refunds, cancellations, or compensation of any kind
• Any affected services may be rescheduled or modified at the sole discretion of the Company

12. Limitation of Liability

Refunds, if granted, shall be:

• The sole and exclusive remedy available to the User
• Limited strictly to the amount paid for the relevant service

The Company shall not be liable for:

• Medical outcomes
• Dissatisfaction with consultation
• Indirect or consequential losses

13. Policy Modification

The Company reserves the right to modify this Policy at any time. Continued use of the Platform constitutes acceptance of the updated Policy.

This Policy should be read together with our Terms & Conditions.

14. User Acknowledgement

By using the Platform, the User:

• Acknowledges that healthcare services are non-reversible
• Accepts strict timelines and conditions for refunds
• Agrees that refunds are conditional and not guaranteed except where expressly stated
• Confirms understanding of return requirements for treatments