Refund & Cancellation Policy

This Refund & Cancellation Policy governs all payments, cancellations, refunds, and exchanges at New Life Drug House – Super Speciality Clinic, Pharmacy & Diagnostics, Kharagpur (“the Clinic”).

By availing our services, you agree to the terms outlined below.

REGISTRATION & APPOINTMENT FEE

• A ₹100 Registration & Appointment Coordination Fee is applicable for each patient consultation.
• This fee covers:
  • Appointment scheduling
  • Administrative coordination
  • Patient management services
• This amount is generally non-refundable, except under conditions specified in this policy.
• A coupon will be given to the patient for the ₹100 Registration Fee, valid for 2 days.
• Patients completing the prescribed course of medicines through our in-house pharmacy are eligible for waiver of the ₹100 Registration & Appointment Coordination Fee under our continuity-of-care support framework.

APPOINTMENT CANCELLATION & RESCHEDULING

Cancellation Policy

• Patients may cancel or reschedule appointments by informing the clinic:
  • At least 2 hours before the scheduled consultation time

Requests made after this window may not be eligible for refund or adjustment

Rescheduling

• Appointments may be rescheduled:
  • Subject to doctor availability
  • Within a reasonable timeframe
• Rescheduling may be permitted one time per booking at the discretion of the clinic

ELIGIBILITY FOR REFUND

Refund of the registration fee may be considered only under the following circumstances:

• Appointment cancelled within the permitted time window
• Doctor unavailability due to:
  • Medical emergency
  • Operational constraints
• Service could not be delivered due to reasons attributable to the clinic
• Other exceptional cases evaluated on a case-by-case basis

NON-REFUNDABLE CHARGES

The following are strictly non-refundable:

• Doctor consultation fees once the consultation has been availed
• Missed appointments (No-show cases)
• Late arrival resulting in the inability to consult the doctor
• Charges for services already rendered

REFUND PROCESSING & TIMELINES

• Approved refunds will be processed through:
  • Original mode of payment
  • UPI transfer (if applicable)
• Refund timelines:
  • Typically processed within 3–7 working days
  • May vary depending on the payment gateway or banking systems
• The clinic shall not be responsible for delays caused by:
  • Banks
  • Payment gateways
  • Technical issues beyond its control

DIAGNOSTIC SERVICES (IF APPLICABLE)

• Payments made for diagnostic tests (through Lupin Diagnostics or otherwise):
  • May be refundable only if:
    • The test is cancelled before sample collection
    • Service is not delivered due to operational reasons
• No refund shall be provided:
  • After sample collection
  • Once test processing has commenced

PHARMACY REFUND & EXCHANGE POLICY

In compliance with pharmaceutical regulations and internal policy:

No Refund Policy

• Medicines once sold are not eligible for a cash refund

Exchange Policy

Exchange may be permitted only if:

• Product is:
  • Unused
  • Unopened
  • In original packaging
• A valid purchase bill is presented
• The request is made within 30 days of purchase

Non-Exchangeable Items

The following are not eligible for exchange:

• Opened or used medicines
• Temperature-sensitive products (e.g., insulin, vaccines)
• Personal care and hygiene products
• Special order or rare medicines
• Expired or damaged items due to customer handling

BILLING ERRORS & DUPLICATE PAYMENTS

• In case of:
  • Duplicate payment
  • Incorrect billing

Patients must notify the clinic within a reasonable time.

• Verified cases will be refunded after:
  • Internal validation
  • Confirmation of transaction details

FORCE MAJEURE CONDITIONS

Refunds or cancellations may be impacted due to circumstances beyond control, including:

• Natural disasters
• Government restrictions
• Medical emergencies
• System or technical failures

In such cases, the clinic reserves the right to:

• Reschedule services
• Process refunds based on feasibility

FINAL AUTHORITY

• All refund, cancellation, and exchange decisions shall be:
  • Subject to management review and approval
  • Final and binding

POLICY MODIFICATION

• The Clinic reserves the right to:
  • Modify or update this policy at any time
• Updated policies will be:
  • Published on the website
  • Applicable to all future transactions

GOVERNING LAW & JURISDICTION

This policy shall be governed by the laws of India, specifically applicable in:

👉 State of West Bengal

Any disputes shall be subject to the jurisdiction of:

👉 Kharagpur / Paschim Medinipur Courts