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.

1. 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.

2. APPOINTMENT CANCELLATION & RESCHEDULING
3. 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

1. 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

3. 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

4. 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

5. 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

6. 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

7. PHARMACY REFUND & EXCHANGE POLICY

In compliance with pharmaceutical regulations and internal policy:

1. No Refund Policy

• Medicines once sold are not eligible for a cash refund

1. 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

1. 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

8. 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

9. 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

10. FINAL AUTHORITY

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

11. 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

12. 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