At Elderly, we prioritize transparency, convenience, and flexibility to meet the needs of both our patients and service providers. We understand that circumstances may arise where appointments need to be canceled or rescheduled, and it’s essential to have clear guidelines in place. This Refund and Cancellation Policy is designed to offer a comprehensive understanding of the process and the rights of both patients and service providers.

Please note that each service provider on the Elderly platform has the discretion to set their own cancellation policies, which may vary. The details provided below will help users understand how the general refund and cancellation policy works while also allowing for flexibility depending on the specific rules set by individual service providers.

1. General Overview

• This policy applies to all services booked via the Elderly platform, including physiotherapy, caregiving, nursing, and other healthcare-related appointments.
• The service provider (e.g., physiotherapist, nurse) defines their own cancellation policy for their services. The policy set by the service provider will dictate when and how cancellations and refunds are processed.
• Patients should review the specific cancellation policy set by the service provider at the time of booking to ensure clarity.

2. Refund and Cancellation Policy by Service Providers

2.1 Service Provider's Cancellation Policy

• Each service provider sets their own cancellation timeline for appointments. This means that cancellation and refund options may differ depending on the provider's specific terms.
  • Example: A physiotherapist may allow cancellations 24 hours before the scheduled appointment, while another may not offer any cancellation option.
  • If a cancellation is permitted by the provider’s policy, patients can cancel or reschedule the appointment accordingly. Refunds or credits will be provided in line with the service provider’s terms.
  • If a provider does not allow cancellations, patients will not be eligible for a refund or rescheduling, regardless of the circumstances.

2.2 Before Booking a Service

• Patients are advised to carefully review the cancellation policy of the service provider before confirming their appointment. This information will be clearly displayed during the booking process.
• Important: Failure to comply with the provider's cancellation policy will result in no refund, and the appointment cannot be rescheduled.

2.3 General Guidelines for Providers Allowing Cancellations

• More than 24 hours before the appointment:
  • If the service provider allows cancellations and the patient cancels more than 24 hours in advance, they are typically eligible for a full refund or the option to reschedule the appointment.
• Less than 24 hours before the appointment:
  • If the service provider allows cancellations but the cancellation is made less than 24 hours in advance, a partial refund or cancellation fee may apply, depending on the provider’s terms.
• No-Show:
  • If a patient does not show up for the appointment and fails to cancel within the provider’s allowed timeframe, no refund will be issued, and the appointment will be marked as completed.

2.4 Refund Requests

• All refunds will be processed through the Elderly app. Patients are not required to engage in cash transactions with service providers or other payment mediums.
• Refunds will be issued according to the provider's cancellation policy and will be processed through the original payment method.

3. Refund Process

3.1 How to Request a Refund

• Refund requests can be initiated directly from the Elderly app or by contacting Customer Support within 7 days of the scheduled service.
• To request a refund, provide the following details:
  • Booking ID
  • Appointment Date and Time
  • Reason for Cancellation
  • Supporting Documents (if necessary)

3.2 Refund Approval and Processing Time

• Refunds are processed based on the service provider's policy.
• Once a refund request is approved, it will be processed within 7-10 business days.
• Refunds will be credited back to the original payment method used at the time of booking.

4. Cancellation by Patients

4.1 Cancellation Timeline

• Patients are expected to cancel appointments according to the timeline specified by the service provider.
• If the service provider allows cancellations:
  • Cancellations made before the allowed timeframe (e.g., 24 hours in advance) will be fully refundable.
  • Cancellations made within the cancellation window (e.g., less than 24 hours before) may result in a partial refund or cancellation fee.
• If the service provider does not allow cancellations, the appointment cannot be canceled, and no refund will be provided.

4.2 Rescheduling Appointments

• If a service provider permits rescheduling within the allowed cancellation window, patients can change their appointment without any additional charges.
• Rescheduling requests made within the prohibited timeframe may be treated as cancellations, with a partial refund or no refund depending on the service provider's policy.

4.3 Repeated Cancellations

• Patients who frequently cancel or reschedule appointments may face penalties, including restricted booking privileges on the Elderly platform.

5. Cancellation by Service Providers

5.1 Provider-Initiated Cancellations

• If a service provider cancels an appointment, the patient is entitled to a full refund or the option to reschedule the appointment.
• In cases where a replacement provider can be arranged, Elderly will offer this as an alternative to the patient.

5.2 Service Provider's Cancellation Policy

• Providers are responsible for informing patients about any changes or cancellations as early as possible.
• Frequent cancellations by a service provider may result in penalties or removal from the Elderly platform.

6. Special Considerations

6.1 Emergency Cancellations

• In cases of emergency cancellations (e.g., medical emergencies, unforeseen personal reasons), Elderly may waive cancellation fees, regardless of the service provider’s policy.
• Both patients and service providers are encouraged to contact Elderly Customer Support to explain their situation if an emergency arises.

6.2 Force Majeure and Pandemic Conditions

• During times of pandemic, government regulations, or force majeure events, Elderly reserves the right to issue service credits, refunds, or reschedule appointments without penalties for patients or service providers.

7. Payment Terms for Physiotherapists

• All payments to physiotherapists and service providers will be processed through the Elderly app. No cash transactions or payments through other mediums are allowed.
• Patients should never provide direct payments to service providers outside of the app.

8. No-Show Policy

8.1 Patient No-Show

• If a patient does not show up for their scheduled appointment without canceling in advance, no refund will be provided, and the full-service fee will be charged.

8.2 Service Provider No-Show

• If a service provider fails to attend the scheduled appointment without prior notice, the patient will be issued a full refund, and Elderly will take steps to prevent future occurrences from the provider.

9. How to Contact Us

• Email: support@theelderlywellness.com
• Phone: +91-99529 77470
• Live Chat: Available on the Elderly app

10. Policy Modifications

Elderly reserves the right to update or modify this Refund and Cancellation policy at any time. Users will be informed of any changes via email or in-app notifications.

Key Takeaways

• Service providers define their own cancellation policies.
• Cancellations and refunds are processed through the Elderly app.
• No cash transactions allowed between patients and service providers.
• Ensure you review the cancellation policy before booking to avoid confusion.