Refund & Cancellation Policy

Introduction

Curefleet Technologies Private Limited ("Curefleet," "Company," "we," "our," or "us") operates a technology-enabled healthcare aggregation platform accessible via its website, mobile application, and associated services (collectively, the "Platform"). Curefleet facilitates connections between users and independent healthcare providers including but not limited to doctors, clinics, hospitals, ambulance operators, diagnostic centres, pharmacies, vaccination providers, and home healthcare professionals (collectively, "Healthcare Partners").

This Refund & Cancellation Policy ("Policy") sets out the terms and conditions under which refunds, cancellations, and reschedulings of bookings made through the Platform are governed. This Policy forms an integral part of Curefleet's Terms of Service and must be read in conjunction therewith.

By accessing or using the Platform, placing a booking, or making any payment on or through the Platform, you ("User," "you," or "your") unconditionally accept this Policy. If you do not agree to this Policy, you must immediately cease using the Platform and refrain from placing any booking or making any payment.

This Policy is published in compliance with applicable Indian law including, without limitation, the Consumer Protection Act, 2019, the Information Technology Act, 2000 and rules thereunder, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and guidelines issued by the Reserve Bank of India governing payment aggregators and online transactions.

Definitions

Unless the context otherwise requires, the following terms shall have the meanings ascribed to them below:

"Booking"

Any appointment, order, consultation session, service request, or transaction initiated by a User through the Platform for any healthcare service facilitated by Curefleet.

"Business Day"

A day (other than a Saturday, Sunday, or public holiday) on which banks are open for general business in New Delhi, India.

"Cancellation"

The act of withdrawing or terminating a confirmed Booking prior to the commencement of the associated service.

"Chargeback"

A reversal of a payment transaction initiated by the issuing bank or card network at the User's request, or under applicable card scheme rules.

"Consultation"

Any medical, clinical, or professional advisory session facilitated through the Platform between a User and a Healthcare Partner, whether conducted via video, audio, chat, or in-person modality.

"Founding Member Program"

A time-limited early-access subscription product offered by Curefleet providing special pricing, priority access, or other benefits as described in the applicable program terms.

"Healthcare Partner"

Any independent third-party healthcare service provider, including but not limited to physicians, specialists, clinics, hospitals, ambulance operators, diagnostic centres, pharmacies, vaccination providers, and home healthcare professionals, whose services are listed, discovered, or booked through the Platform.

"Membership Plan"

A subscription-based product sold by Curefleet offering aggregated access, discounts, or priority scheduling for services on the Platform.

"Net Refund Amount"

The amount eligible for refund after deduction of applicable cancellation fees, processing charges, convenience fees, payment gateway charges, taxes, and any non-refundable components.

"Pay-Per-Minute"

A billing modality under which a User is charged based on the actual duration of a Consultation session at a per-minute rate displayed at the time of booking.

"Platform Credits / Wallet Credits"

Non-monetary digital credits issued by Curefleet to a User's in-Platform account, redeemable against eligible future bookings on the Platform.

"Promotional Offer"

Any discount, coupon, cashback, free service, trial, or incentive made available to Users for a limited time or under specified conditions.

"Refund"

The return of all or part of a payment made by a User, either to the original payment instrument or to the User's Platform Wallet, as determined by Curefleet in its discretion or as required by applicable law.

"Service Fee"

A fee charged by Curefleet for access to the Platform, facilitation of booking, or associated technology and intermediary services, distinct from the fee charged by the Healthcare Partner for the underlying service.

"User"

Any individual who accesses or uses the Platform, whether or not registered, including persons booking on behalf of a patient.

Applicability

This Policy applies to all Users who access, register on, or use the Platform and to all transactions facilitated by or through Curefleet. This Policy applies regardless of:

• The device, operating system, or access channel used to access the Platform.
• The type of healthcare service booked, including but not limited to medical consultations, ambulance dispatch, pharmacy orders, diagnostic tests, vaccinations, home healthcare visits, and any other service category made available on the Platform.
• Whether the User is a registered account holder or a guest user.
• Whether the payment was made through Curefleet's Platform directly or through a co-branded or white-label interface.
• Whether the booking was made by the User on their own behalf or on behalf of a third party (including a family member or patient).

This Policy does not apply to transactions conducted entirely outside the Platform between Users and Healthcare Partners unless Curefleet's payment facilitation infrastructure was used in connection therewith.

For Users accessing the Platform through third-party integrations, partnerships, or API access, the refund and cancellation terms applicable to their primary relationship with such third parties may additionally apply; however, Curefleet's obligations shall remain governed solely by this Policy.

Booking Terms

All Bookings made through the Platform constitute a binding order by the User for the facilitation of the specified service. Upon successful payment, a Booking is confirmed and a confirmation is transmitted to the User via electronic means (SMS, email, or in-app notification).

4.1 Payment at Time of Booking

Certain services on the Platform require full or partial prepayment at the time of booking. By completing payment, the User acknowledges that:

• They have read and accepted this Refund & Cancellation Policy.
• The Booking is subject to availability confirmation by the Healthcare Partner.
• Curefleet's Service Fee and applicable payment gateway charges, where levied, are non-refundable except where expressly stated otherwise.

4.2 Booking Confirmation

A Booking is considered confirmed only upon receipt of a confirmation notification from Curefleet. Initiation of payment does not constitute a confirmed Booking in the event of a failed transaction or non-acknowledgement by the Healthcare Partner.

4.3 Changes by Healthcare Partner

Healthcare Partners may in exceptional circumstances be required to reschedule or cancel a confirmed Booking due to emergencies, regulatory obligations, unavailability of qualified staff, or force majeure events. In such cases, Curefleet shall endeavour to notify the User promptly and offer a reschedule or, where reschedule is declined, a full refund of the amount paid to Curefleet for the specific Booking.

4.4 No Guarantee of Outcome

Confirming a Booking does not guarantee any particular health, medical, diagnostic, or treatment outcome. Curefleet makes no representations regarding the quality, efficacy, or appropriateness of any healthcare service booked through the Platform.

Appointment Cancellation Policy

Users may cancel confirmed appointments subject to the time-based conditions set out below. Cancellation requests must be submitted through the Platform. Cancellations communicated via phone, email, or other channels shall be accepted at Curefleet's sole discretion and do not constitute guaranteed cancellations.

5.1 Non-Cancellable Appointments

Certain appointment categories may be designated as non-cancellable at the time of booking, in which case no refund shall be available upon cancellation. Such designation will be clearly communicated prior to payment. By proceeding with payment for such bookings, the User acknowledges and accepts the non-refundable nature of the Booking.

5.2 Cancellation by Platform or Healthcare Partner

In the event a Healthcare Partner cancels a confirmed appointment, or Curefleet cancels an appointment due to circumstances beyond the User's control (including service unavailability or force majeure), the User shall be entitled to either a full refund of the amount paid or an option to reschedule at no additional cost, at Curefleet's determination.

5.3 Service Fee Non-Refundability

Curefleet's Platform Service Fee, where separately charged, is non-refundable upon cancellation regardless of the timing of cancellation, except where the appointment is cancelled by Curefleet or the Healthcare Partner.

Appointment Rescheduling Policy

Users may request rescheduling of a confirmed appointment, subject to availability of the Healthcare Partner, at no additional charge under the following conditions:

• The reschedule request is submitted at least 12 hours prior to the original appointment time.
• The reschedule is for a booking with the same Healthcare Partner and for the same or equivalent service.
• The User has not already availed one free reschedule for the same Booking (subsequent reschedule requests may attract an administrative fee).

6.1 Late Rescheduling

Reschedule requests submitted less than 12 hours before the appointment are subject to availability and may be treated as a cancellation with applicable cancellation fees, at the Healthcare Partner's or Curefleet's discretion.

6.2 Reschedule Refusal

Rescheduling is subject to the Healthcare Partner's acceptance and slot availability. Curefleet does not guarantee that a rescheduled appointment will be available at a time preferred by the User. If no suitable slot is available, the User may opt for a refund in accordance with the cancellation terms applicable at the time of the reschedule request.

6.3 No-Show After Reschedule

A User who fails to attend a rescheduled appointment without cancellation shall be treated as a no-show for the original Booking. No refund shall be applicable in such circumstances.

Doctor Consultation Refund Policy

7.1 Refunds Prior to Commencement

Refunds for doctor consultations cancelled prior to commencement shall be governed by the Appointment Cancellation Policy in Section 5. The applicable refund amount shall be the Net Refund Amount after deduction of non-refundable fees.

7.2 No Refund for Dissatisfaction with Medical Advice

Curefleet strictly does not issue refunds on any of the following grounds, and Users expressly waive any claim for refund on account of:

• Dissatisfaction with the medical advice, opinion, or recommendation provided by the Healthcare Partner.
• Disagreement with any diagnosis communicated during the Consultation.
• Disagreement with any prescription, medication recommendation, or therapeutic plan.
• Disagreement with the treatment protocol recommended by the Healthcare Partner.
• The outcome of any treatment, procedure, or medication prescribed or recommended.
• A second or differing medical opinion obtained from another healthcare provider.
• The Healthcare Partner's chosen communication style, bedside manner, or response length during the Consultation.
• The language of communication, accent, or terminology used by the Healthcare Partner.
• Any change in the User's health condition following the Consultation, whether improvement, deterioration, or no change.

7.3 Medical Outcomes Disclaimer

Medical science involves inherent uncertainty. Diagnoses, prognoses, treatment recommendations, and health outcomes vary significantly based on individual patient factors, pre-existing conditions, medication responses, and other variables beyond the control of any healthcare provider. Curefleet and its Healthcare Partners do not guarantee any particular outcome from any Consultation or treatment, and the User accepts this as a fundamental condition of using the Platform.

7.4 Healthcare Partner Availability

In the event a booked Healthcare Partner is unavailable at the scheduled appointment time due to emergency, technical failure, or other unforeseen circumstances, Curefleet shall offer the User:

• A prompt reschedule with the same Healthcare Partner at no cost; or
• An alternative comparable Healthcare Partner at no cost; or
• A full refund of the Booking amount, excluding non-refundable Service Fees where separately levied.

The User's choice among the above options shall be final once communicated.

Pay-Per-Minute Consultation Refund Policy

For Consultations offered under a Pay-Per-Minute billing model, the following terms apply in addition to the general doctor consultation refund terms in Section 7.

8.1 Billing Mechanics

Users are billed based on the actual duration of the Consultation session in minutes or part thereof, at the per-minute rate displayed at the time of initiating the Consultation. The billing clock commences upon connection between the User and the Healthcare Partner and terminates upon disconnection of the session or at the User's explicit request to end the session, whichever is earlier.

8.2 Non-Refundability of Consumed Time

Once consultation time has been consumed under a Pay-Per-Minute model, the charges for that consumed time are non-refundable, except where specifically required by applicable law or where Curefleet determines, in its sole discretion, that a refund is warranted.

8.3 Eligible Refund Circumstances

Refunds under Pay-Per-Minute billing may be considered solely in the following circumstances:

• Platform-Attributable Technical Failure: A verified technical failure attributable to Curefleet's Platform infrastructure (not to the User's device, internet connection, or the Healthcare Partner's equipment) that materially disrupted or prevented the Consultation session.
• Duplicate Billing: A User is billed more than once for the same session due to a payment processing error.
• Payment Processing Error: A verifiable error in the amount charged as compared to the applicable per-minute rate displayed to the User, resulting in an overcharge.

8.4 Pre-loaded Balance

Where a User pre-loads a Pay-Per-Minute wallet or session balance and does not fully utilise the balance, the unused balance may be retained as Platform Credits for future eligible consultations. Cash refunds of unused pre-loaded Pay-Per-Minute balances are not available except in the event of account closure at the User's initiative, subject to minimum balance thresholds and applicable processing timelines.

Video Consultation Refund Policy

Video Consultations facilitate real-time audio-visual interaction between Users and Healthcare Partners through the Platform. The following terms govern refunds for this modality:

9.1 Session Commencement

A Video Consultation is deemed to have commenced upon the establishment of a live audio-visual connection between the User and the Healthcare Partner, even if the connection is brief. No refund is available after commencement, irrespective of session duration or outcome.

9.2 Technical Disruptions

In the event of a verified technical disruption attributable solely to Curefleet's Platform infrastructure during a Video Consultation that results in a session being irreparably disrupted within the first two (2) minutes of commencement, Curefleet may, at its discretion, offer a full or partial refund or a complimentary reschedule. Technical disruptions arising from the User's device, browser, network, or third-party video infrastructure are excluded.

9.3 User-Side Issues

No refund shall be issued if the Video Consultation was disrupted or suboptimal due to: poor internet connectivity on the User's end; User's device hardware or software incompatibility; User's failure to follow technical requirements; User's premature disconnection; or any issue outside the control of Curefleet's Platform infrastructure.

9.4 Waiting Time

If a booked Healthcare Partner fails to join the Video Consultation within fifteen (15) minutes of the scheduled start time, the User may request a reschedule or a full refund of the session fee. Waiting time itself does not attract a charge beyond the session booking fee.

Audio Consultation Refund Policy

Audio Consultations are telephonic or VoIP-based advisory sessions facilitated through the Platform. The refund terms for Audio Consultations are materially identical to those applicable to Video Consultations in Section 9, with the following specific provisions:

10.1 Call Drop Protocol

In the event of a call drop during an Audio Consultation, the Healthcare Partner and/or the Platform shall make one (1) automatic reconnection attempt. If reconnection is successful within five (5) minutes, the session shall be deemed continuous and billing shall be adjusted accordingly. If reconnection fails due to a Platform-side failure, the User may be eligible for a partial refund or reschedule for the unutilised portion of a prepaid session.

10.2 Minimum Session Duration

Sessions of less than two (2) minutes in duration where the cause of disconnection is verified as Platform-attributable may be eligible for a full refund at Curefleet's discretion. Sessions of two (2) minutes or more are considered to have constituted a meaningful Consultation and are non-refundable.

Chat Consultation Refund Policy

Chat Consultations are asynchronous or synchronous text-based medical advisory sessions facilitated through the Platform's messaging interface.

11.1 Commencement of Chat Consultation

A Chat Consultation is deemed to have commenced upon the first substantive response from the Healthcare Partner to the User's initial query within the booked chat session window. No refund is applicable after commencement.

11.2 Unresponded Sessions

If a Healthcare Partner fails to respond to a User's initial query within the response window specified at the time of booking (typically 15–30 minutes for synchronous sessions), the User may request a full refund or reschedule. The response window for asynchronous chat sessions shall be as communicated in the session terms.

11.3 Partial Usage

For prepaid chat packages (e.g., a multi-question or multi-day chat package), partial refunds for unused portions of the package are not available once any part of the package has been availed, except as may be offered by Curefleet as Platform Credits at its sole discretion.

Ambulance Booking Cancellation Policy

12.1 Cancellation Before Dispatch

A User may cancel an ambulance booking without penalty only if the cancellation request is communicated through the Platform before the Ambulance Partner has confirmed dispatch of the ambulance vehicle. The Platform shall display real-time dispatch status where technically feasible.

12.2 Cancellation After Dispatch

If a User cancels an ambulance booking after the Ambulance Partner has dispatched the vehicle, a cancellation charge reflecting the Ambulance Partner's mobilisation cost (which may include a flat fee or a charge proportional to distance travelled towards the pick-up location) shall be deducted from any refund. The applicable charge shall be displayed in the cancellation flow at the time of request.

12.3 Emergency Override

Given the emergency nature of ambulance services, Users are strongly advised against booking an ambulance as a contingency or test booking. Frivolous ambulance bookings and cancellations that deprive genuine emergency patients of timely ambulance access may result in account suspension and recovery of costs incurred by the Ambulance Partner.

Ambulance Booking Refund Policy

13.1 General Refund Terms

Refunds for ambulance bookings are subject to the following limitations, and no refund shall be guaranteed for circumstances arising from or attributable to:

• Traffic congestion, road closures, or infrastructure disruptions on the route to or from the pick-up or drop-off location.
• Route deviations necessitated by operational, safety, or medical requirements.
• Emergency conditions or force majeure events (including natural disasters, civil unrest, or government-imposed restrictions) affecting the Ambulance Partner's operations.
• Delays caused by the User's or patient's readiness for transport.
• Third-party operational failures including vehicle breakdowns, driver unavailability, or regulatory inspections.
• Any act, omission, or failure of the Ambulance Partner, its employees, or its contractors.

13.2 Approved Refund Cases

Refunds for ambulance bookings shall only be considered where expressly approved by Curefleet following investigation, or as mandated by applicable law, and shall be limited to the amount paid to Curefleet for the specific Booking, not including any amounts paid directly to the Ambulance Partner outside the Platform.

13.3 No Refund for Service Quality Disputes

Disputes regarding the quality of ambulance service, conduct of paramedic staff, condition of the ambulance vehicle, or medical decisions taken during transport are between the User and the Ambulance Partner. Curefleet shall not be liable and refunds shall not be issued on these grounds, except where separately required by law.

Pharmacy Order Refund Policy

Pharmacy orders facilitated through the Platform are fulfilled by licensed pharmacies that are independent Healthcare Partners. The following terms govern returns and refunds for pharmacy orders.

14.1 Cancellation Window

Orders may be cancelled for a full refund within thirty (30) minutes of order placement, provided that the pharmacy has not yet commenced dispensing or dispatched the order. Cancellation requests must be submitted through the Platform's order management interface.

14.2 Non-Returnable Medicines

The following categories of medicines and pharmaceutical products are strictly non-returnable and non-refundable, regardless of the reason:

• Medicines that have been opened, unsealed, or partially used after delivery.
• Cold-chain, temperature-sensitive, or refrigerated pharmaceutical products after delivery.
• Controlled substances and Schedule H/X drugs once dispensed as per applicable pharmacy law.
• Medicines with a remaining shelf life of less than six (6) months at the time of delivery, where the User was informed of this prior to dispatch.
• Nutritional supplements, health food products, personal care items, and fast-moving consumer healthcare goods, once delivered.
• Products purchased under a prescription where the prescription has been filled and the product dispensed.

14.3 Eligible Returns — Damaged or Incorrect Products

A return and full refund will be considered for:

• Damaged products: Medicines delivered with physically damaged packaging, broken seals caused during delivery (not by the User), or otherwise rendered unfit for use due to transit damage — reported within 48 hours of delivery.
• Wrong item delivered: A product different from what was ordered is delivered — reported within 48 hours of delivery, with photographic evidence.
• Expired products: A product past its expiry date is delivered — reported within 48 hours of delivery.

Claims must be supported by clear photographs of the product and packaging submitted through the Platform's support interface. Verbal or email claims without photographic evidence may be rejected.

14.4 No Refund for Therapeutic Dissatisfaction

No refund shall be issued on the grounds that a medicine did not produce the therapeutic effect expected or desired by the User, produced side effects, or on grounds of medical advice to discontinue the medication after dispensing.

14.5 Prescription Medicines

Prescription medicines dispensed on the basis of a valid prescription uploaded to the Platform may not be returned once dispensed, as per applicable rules under the Drugs and Cosmetics Act, 1940 and rules thereunder.

Diagnostic Service Refund Policy

Diagnostic services (laboratory tests, radiology, pathology, and similar investigations) are provided by independent diagnostic centre Healthcare Partners. The following terms apply:

15.1 Cancellation Before Sample Collection

A User may cancel a diagnostic booking and receive a full refund provided cancellation is requested at least 6 hours before the scheduled sample collection appointment or the commencement of a home sample collection visit. Cancellations within 6 hours are subject to a fee of up to 25% of the Booking amount.

15.2 After Sample Collection

Once a biological sample (blood, urine, tissue, swab, or other) has been collected from the User or patient, the test is considered to have commenced and no refund shall be issued, regardless of whether the test report has been generated.

15.3 No Refund for Result Disagreement

15.4 Quality or Technical Failures

In the event a diagnostic centre is unable to deliver a test report due to a verified sample quality failure, equipment malfunction, or laboratory error attributable to the diagnostic centre, Curefleet may facilitate a re-test at no additional cost or a full refund, subject to confirmation from the diagnostic centre.

15.5 Home Collection Visits

For home sample collection services, a visit fee may be levied separately. If the collection professional is unable to collect the sample due to the User's unavailability, the visit fee is non-refundable. If the collection professional fails to arrive within the scheduled time window, the User may request a refund of the visit fee.

Vaccination Service Refund Policy

16.1 Cancellation Before Administration

Vaccination appointments may be cancelled for a full refund up to 24 hours before the scheduled appointment time. Cancellations within 24 hours are subject to a fee of up to 50% of the Booking amount, reflecting vaccine procurement and reservation costs borne by the vaccination Healthcare Partner.

16.2 After Administration

Once a vaccine has been administered, no refund shall be issued under any circumstances, including but not limited to adverse reactions (which must be managed medically as per applicable protocols), change of mind, or receipt of alternative vaccination.

16.3 Vaccine Availability

If a Healthcare Partner is unable to administer a booked vaccine due to stock-out or cold-chain failure, Curefleet shall facilitate a reschedule or full refund at the User's option. Curefleet shall not be liable for any harm arising from delayed vaccination due to third-party stock unavailability.

16.4 Vaccine Safety

No refund shall be issued on the basis of the User's concerns about vaccine safety, efficacy, or contents, where such concerns arise after the vaccine has been administered. Users are encouraged to seek medical advice before booking vaccination services if they have specific health concerns.

Home Healthcare Refund Policy

Home healthcare services (including nursing care, physiotherapy, elder care, post-surgical care, and related services delivered at the User's location) are provided by independent Healthcare Partners. The following terms apply:

17.1 Cancellation Before Visit

Cancellation requests submitted more than 4 hours before a scheduled home healthcare visit are eligible for a full refund. Cancellations within 4 hours of the scheduled visit time are subject to a cancellation fee of up to 50% of the visit Booking amount, reflecting the Healthcare Partner's mobilisation costs and foregone scheduling opportunity.

17.2 During or After Visit

Once the home healthcare professional has arrived at the User's premises and commenced the service, no refund shall be issued for that visit, regardless of whether the full planned session was completed.

17.3 Recurring / Package Services

For home healthcare packages covering multiple visits (e.g., a 10-day nursing care package), refunds for unvisited sessions remaining in the package shall be calculated on a pro-rated basis, subject to deduction of any applicable package discount already availed, administrative fees, and the Healthcare Partner's written confirmation of non-commencement of such sessions. Refund requests for remaining sessions must be raised within 7 days of the User's notification of intent to discontinue.

17.4 Caregiver Dissatisfaction

If a User is dissatisfied with the home healthcare professional assigned, Curefleet shall, where possible, facilitate a replacement for future sessions. Past sessions already completed shall not be refunded on the basis of caregiver dissatisfaction. Curefleet does not guarantee a specific caregiver for any session.

Membership Plan Refund Policy

18.1 General Membership Terms

Curefleet may offer subscription-based Membership Plans providing Users with aggregated access to discounted or priority services on the Platform. Membership Plans are billed on a monthly or annual basis, as selected by the User at the time of purchase.

18.2 Refund Eligibility Window

A User may request a full refund of a Membership Plan fee within 7 calendar days of initial purchase, provided that the User has not availed any benefits, discounts, or features under the Membership during the refund window. Availing even a single benefit under the Membership Plan forfeits the right to a full refund.

18.3 Post-Window Cancellation

If a User cancels a Membership Plan after the 7-day refund window, or after having availed any Membership benefits, no refund of the remaining Membership fee shall be due. Access to Membership benefits shall continue until the end of the current billing period and shall not automatically renew thereafter.

18.4 Annual Plan Mid-Term Cancellation

Annual Membership Plans cancelled after the 7-day refund window are not eligible for pro-rated refunds for the unused period of the annual term, except where expressly stated in the plan terms or as required by applicable law.

18.5 Membership Plan Changes

Curefleet reserves the right to modify, restructure, or discontinue any Membership Plan with reasonable notice to the User. In the event of discontinuation, Curefleet shall offer a pro-rated refund for the unexpired portion of a prepaid annual Membership term, calculated from the date of discontinuation notice.

Founding Member Program Refund Policy

19.1 Nature of the Program

The Curefleet Founding Member Program is a limited-availability early-access program offered to Users who subscribe during a specified launch period. Founding Members receive discounted lifetime or extended-term pricing, priority access to features, and other exclusive benefits as described in the program terms applicable at the time of purchase.

19.2 Refund Window

Founding Member Program subscriptions are eligible for a full refund within 14 calendar days of purchase, provided that the User has not availed any Founding Member benefits (including priority consultations, discounted bookings, or exclusive features) during the refund window.

19.3 Non-Refundable After Benefit Availed

Given the exclusive and limited nature of Founding Member access, once any benefit under the Founding Member Program has been availed — including booking a service at the Founding Member rate — no refund shall be applicable, regardless of subsequent account activity.

19.4 Transferability

Founding Member Program subscriptions are personal, non-transferable, and non-assignable. No refund shall be issued on the grounds that the User wishes to transfer the subscription to another person.

19.5 Program Discontinuation

If Curefleet discontinues the Founding Member Program entirely before a User has had reasonable opportunity to avail the promised benefits, a pro-rated refund for the unexpired program term shall be considered on a case-by-case basis.

Promotional Credits

Promotional Credits are credits issued to a User's Platform account as part of a marketing, referral, cashback, loyalty, or promotional campaign conducted by Curefleet.

20.1 No Cash Redemption

Promotional Credits have no cash or monetary value and cannot be redeemed for cash, transferred to a bank account, or transferred to another User's account under any circumstances.

20.2 Expiry

Promotional Credits expire on the date communicated at the time of issuance. Expired Promotional Credits are forfeited and no refund, extension, or alternative compensation shall be provided.

20.3 Non-Refundable Portion

In any Booking where Promotional Credits are applied, the portion of the Booking value covered by Promotional Credits is non-refundable. On cancellation of an eligible Booking, only the portion of the Booking amount paid by the User through cash, card, or net banking shall be eligible for refund (subject to applicable cancellation fees). The Promotional Credit portion shall be reinstated as Promotional Credits subject to the original expiry conditions.

20.4 Modification

Curefleet reserves the right to modify, discontinue, withdraw, or expire Promotional Credits at any time, with notice to the affected User where reasonably practicable.

Wallet Credits

The Curefleet Wallet is a pre-paid instrument within the Platform to which Users may add funds for use in future Bookings. Wallet Credits may also be issued by Curefleet as refund credits, cashback credits, or other credits.

21.1 Wallet Refunds

In eligible refund scenarios, Curefleet may process refunds as Wallet Credits rather than to the original payment instrument, particularly where the original payment method is unavailable or where Wallet Credit issuance enables faster settlement. Users may decline Wallet Credits and request refund to their original payment instrument, which shall be subject to the standard refund processing timeline.

21.2 Wallet Balance Cash-Out

Wallet Credits arising from User top-ups (cash deposits) may be withdrawn to the User's registered bank account subject to KYC verification requirements, minimum withdrawal thresholds, applicable taxes and deductions, and processing timelines communicated within the Platform. Wallet Credits arising from promotional issuances, referral rewards, or cashback cannot be withdrawn to a bank account.

21.3 Account Closure

Upon voluntary closure of a User's Curefleet account, any remaining earned Wallet Credits (derived from cash top-ups) shall be refunded to the User's registered bank account within fifteen (15) Business Days, subject to completion of applicable verification procedures. Promotional Wallet Credits shall be forfeited upon account closure.

21.4 Inactivity

Wallet balances on accounts with no login or transaction activity for a period of 24 consecutive months may be classified as dormant. Dormant Wallet Credits from promotional sources may be forfeited after the dormancy period. Cash-origin Wallet Credits shall remain recoverable subject to applicable verification on reactivation.

Discount Codes

Discount codes (also referred to as coupon codes or promo codes) are alphanumeric codes distributed by Curefleet through its marketing channels to provide a discount on eligible Bookings.

22.1 Terms of Use

Discount codes are subject to specific usage terms including expiry dates, maximum number of uses, minimum Booking value requirements, applicable service categories, and per-user limits as stated in the applicable promotion terms. Discount codes not used before expiry are forfeited with no cash equivalent.

22.2 Non-Refundability of Discount

The discount portion of a Booking that was covered by a discount code is non-refundable. On cancellation of an eligible Booking, only the amount actually paid by the User (after the discount) is eligible for refund, subject to applicable cancellation fees.

22.3 Misuse

Discount codes may not be used in conjunction with other discounts, offers, or promotional codes unless explicitly stated. Use of discount codes obtained through unauthorised channels, duplication, or manipulation shall be treated as fraud and may result in account suspension and recovery of the discount amount.

Referral Rewards

Curefleet may operate a referral programme under which existing registered Users can earn Referral Rewards (in the form of Wallet Credits, discount codes, or other incentives) for referring new Users to the Platform.

23.1 Eligibility

Referral Rewards are typically earned when a new User referred by an existing User completes a qualifying first Booking on the Platform. The specific qualifying conditions, reward amounts, and payout timelines are governed by the referral programme terms communicated at the time of the referral.

23.2 Referral Abuse

The referral programme is intended to incentivise genuine new User acquisition. The following activities constitute referral abuse and may result in forfeiture of all Referral Rewards, suspension of the referring User's account, and recovery of rewards already disbursed:

• Self-referrals through multiple accounts created by the same individual.
• Creation of fake accounts to generate referral rewards.
• Coordinated bulk referrals for the primary purpose of harvesting rewards without genuine user acquisition intent.
• Referral of individuals who do not constitute genuine new users (e.g., existing Curefleet users registering under new credentials).
• Use of bots, scripts, or automated tools to generate referral clicks or sign-ups.

23.3 Non-Cash Nature

Referral Rewards issued as Platform Credits or Wallet Credits are not encashable and are subject to the terms applicable to Wallet Credits and Promotional Credits as set out in Sections 20 and 21.

Failed Transactions

A failed transaction occurs when a payment initiated by a User does not successfully complete and is not credited to Curefleet's payment account, but a debit or hold may have been applied on the User's payment instrument by the issuing bank or payment network.

24.1 Standard Settlement

In most cases, amounts debited from a User's bank account or card in respect of a failed transaction are automatically reversed by the issuing bank or payment network within 5 to 7 Business Days. Curefleet does not retain funds from failed transactions. If the reversal does not appear within 7 Business Days, the User should contact their bank and Curefleet support simultaneously.

24.2 Payment Gateway Errors

Where a payment gateway error results in a debit to the User's account without confirmation of a successful transaction on the Platform, Curefleet shall investigate the matter upon receipt of a written complaint and bank reference documentation from the User. Confirmed gateway errors shall be resolved through refund or re-credit within 10 Business Days of confirmation.

24.3 Delayed Settlement

In cases where settlement is delayed due to bank processing delays, RBI payment system outages, or payment network infrastructure issues, Curefleet shall not be held liable for the delay, which is beyond its control. Curefleet shall provide reasonable assistance to Users in following up with the payment gateway.

24.4 User Obligations

Users are required to report failed transaction issues within 30 days of the transaction date. Claims reported beyond this period may not be processed. Users must retain and provide transaction reference numbers, bank statements, and screenshots as evidence when raising a failed transaction claim.

Duplicate Payments

A duplicate payment occurs when a User is charged more than once for the same Booking or transaction due to a system, gateway, or processing error.

25.1 Detection

Curefleet's payment systems incorporate automatic duplicate payment detection mechanisms. Where a duplicate payment is detected by Curefleet's systems, the excess amount shall be automatically processed for refund to the original payment instrument within 7 Business Days without requiring the User to raise a separate claim.

25.2 User-Reported Duplicates

If a User identifies a duplicate payment not detected by the Platform, they must report it to Curefleet support within 15 days of the duplicate transaction date, providing the transaction reference numbers for both charges. Curefleet shall investigate and, upon confirmation, process the refund of the duplicate amount within 10 Business Days.

25.3 Exclusions

Multiple separate Bookings placed by the User that result in multiple charges for multiple services do not constitute duplicate payments. Users are responsible for verifying their Booking confirmations before making additional payments.

Unauthorized Transactions

An unauthorized transaction is a payment made through the Platform from the User's account without the User's knowledge or consent, typically resulting from account compromise, identity theft, or payment instrument fraud.

26.1 Reporting

Users must report suspected unauthorized transactions to Curefleet at Care@curefleet.com and to their bank or card issuer immediately and in no event later than 3 days of becoming aware of the unauthorized transaction. Delayed reporting may limit Curefleet's ability to investigate and recover funds.

26.2 Account Security Responsibility

Users are responsible for maintaining the confidentiality of their Platform login credentials, OTPs, and payment information. Curefleet shall not be liable for unauthorized transactions arising from the User's failure to safeguard their credentials, sharing of credentials with third parties, or compromise of the User's personal device or email account.

26.3 Investigation and Resolution

Upon receipt of an unauthorized transaction complaint, Curefleet shall investigate the matter within 7 Business Days and cooperate with the User's bank and law enforcement as required. Refunds for verified unauthorized transactions shall be subject to bank and payment network dispute resolution timelines, which are beyond Curefleet's control.

26.4 Account Suspension

In the event of a reported unauthorized transaction, Curefleet may, at its sole discretion, temporarily suspend the affected account to prevent further unauthorized activity, pending investigation and the User's completion of re-verification procedures.

Chargebacks

A chargeback is a transaction reversal initiated by a User's card-issuing bank or payment network. While chargebacks are a legitimate consumer protection mechanism, Curefleet takes a proactive approach to investigating and responding to all chargeback claims.

27.1 Cooperation Policy

Upon receiving notification of a chargeback, Curefleet shall review the transaction, gather relevant evidence (including booking records, usage logs, communication records, and delivery confirmations), and submit a chargeback rebuttal to the payment network within the applicable rebuttal period where Curefleet believes the chargeback is unwarranted.

27.2 Account Action on Chargeback

Upon initiation of a chargeback by a User, Curefleet reserves the right to:

• Immediately suspend the User's account pending investigation.
• Withhold or reverse any pending Wallet Credits, Promotional Credits, or Referral Rewards in the User's account corresponding to the disputed amount.
• Restrict the User from making new Bookings on the Platform pending resolution.
• Recover the disputed amount (plus any associated chargeback fees imposed on Curefleet by the payment network) from the User's Wallet balance if the chargeback is found to be unwarranted.
• Permanently restrict future Platform access if the chargeback is found to be fraudulent or abusive.

27.3 Concurrent Refund Requests

Where a User has already received a refund from Curefleet through the Platform's refund process for the same transaction, the User must not initiate a chargeback for the same amount. Double recovery through both a Platform refund and a chargeback is fraudulent and will result in immediate account termination and recovery proceedings.

27.4 Chargeback on Service Availed

Chargebacks initiated by a User for transactions where the service was confirmed as delivered, the consultation was commenced, or the order was fulfilled constitute fraudulent chargebacks. Curefleet shall contest such chargebacks with available evidence and reserves all legal rights to recover the disputed amount.

Fraud Prevention

Curefleet employs technology-based and human-review fraud prevention systems to protect the integrity of the Platform and the interests of genuine users, Healthcare Partners, and the Company.

28.1 Fraudulent Activity Defined

The following activities, among others, constitute fraud on the Platform and may result in permanent account termination, civil recovery action, and criminal complaint under applicable law:

• Providing false information to obtain a refund to which the User is not entitled.
• Fabricating or manipulating evidence (photographs, communications, screenshots) in support of a refund claim.
• Claiming non-delivery or non-service for transactions where service was demonstrably rendered.
• Exploiting Platform technical errors to obtain goods, services, or credits beyond entitled amounts.
• Creating multiple accounts to avail new-user promotions, referral rewards, or first-order discounts multiple times.
• Manipulating the referral system as described in Section 23.
• Using stolen or cloned payment instruments on the Platform.
• Colluding with a Healthcare Partner or third party to generate fraudulent transaction records.

28.2 Consequences

Upon detection of suspected fraud, Curefleet may, without prior notice, suspend the User's account, freeze Wallet balances, cancel pending Bookings without refund, and initiate recovery of all amounts obtained through fraudulent means. Curefleet shall report suspected criminal fraud to the appropriate law enforcement authorities and cooperate fully in any resulting investigation or prosecution.

28.3 Risk Monitoring

Curefleet and its payment processing partners continuously monitor Platform transactions for anomalous patterns including but not limited to unusually high refund frequencies, repeated failed transactions, velocity anomalies, and device fingerprint discrepancies. Users flagged by risk monitoring systems may be subjected to additional verification requirements before refunds are processed.

Abuse Prevention

In addition to the fraud prevention provisions in Section 28, Curefleet maintains an abuse prevention policy to address conduct that, while not necessarily rising to the level of criminal fraud, undermines the Platform's integrity or is unfair to other Users and Healthcare Partners.

29.1 Refund Abuse

A User who repeatedly requests refunds at a frequency or pattern inconsistent with ordinary use of the Platform, or who requests refunds across multiple service categories, may be classified as a refund-abuse risk. In such cases, Curefleet reserves the right to:

• Decline further refund requests pending a manual review of the User's account history.
• Require additional documentary evidence before processing future refunds.
• Limit access to certain service categories or features.
• Suspend the User's account and require re-verification.

29.2 Promotion Exploitation

Systematic exploitation of promotional offers in a manner inconsistent with the intended scope of the promotion — including repeatedly signing up for free trial periods through new accounts, gaming cashback structures, or coordinating with others to maximise promotional benefits beyond their intended limits — constitutes abuse and may result in forfeiture of all promotion-derived benefits and account termination.

29.3 Abusive Communication

Users who engage in abusive, threatening, or harassing communication with Curefleet support staff or Healthcare Partners in the course of pursuing a refund request will have their requests deprioritised and may have their accounts suspended pending review. The right to fair treatment extends to Curefleet's personnel and Healthcare Partners.

Dispute Resolution

30.1 Informal Resolution

In the event of any dispute, claim, or grievance arising from this Policy or any transaction on the Platform, Users are encouraged first to contact Curefleet's customer support at Care@curefleet.com and allow Curefleet a reasonable opportunity of 15 Business Days to resolve the matter. Many disputes are capable of swift resolution through this channel.

30.2 Grievance Officer

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Curefleet has appointed a Grievance Officer. The Grievance Officer's details are available on the Platform's legal pages. Formal grievances should be submitted in writing to the Grievance Officer, who shall acknowledge receipt within 24 hours and endeavour to resolve the grievance within 15 days of receipt.

30.3 Consumer Forum

Nothing in this Policy limits or restricts a User's right to approach a Consumer Forum or the National Consumer Disputes Redressal Commission (NCDRC) under the Consumer Protection Act, 2019, or to seek redressal through any applicable statutory mechanism, including the RBI Ombudsman Scheme for disputes relating to payment instruments.

30.4 Governing Law and Jurisdiction

This Policy and all disputes arising under it or in connection with it shall be governed by and construed in accordance with the laws of the Republic of India. Subject to Section 30.3, disputes shall be subject to the exclusive jurisdiction of the competent courts in New Delhi, India.

30.5 Arbitration

Curefleet may, at its election, refer disputes exceeding a threshold amount (as may be specified in the Terms of Service) to binding arbitration under the Arbitration and Conciliation Act, 1996, conducted by a sole arbitrator appointed mutually or as per the Rules of the Delhi International Arbitration Centre (DIAC). The arbitration shall be conducted in New Delhi in the English language.

Exceptions

Notwithstanding any other provision of this Policy, the following exceptions shall apply:

31.1 Mandatory Statutory Rights

Nothing in this Policy shall be construed to exclude, limit, or restrict any right conferred upon a User by applicable mandatory law that cannot be excluded by agreement. Where applicable law mandates a specific refund right, process, or timeline that is more favourable to the User than the terms of this Policy, the statutory provision shall prevail to the extent of the inconsistency.

31.2 Force Majeure

In the event of a force majeure event (including natural disasters, pandemics, government-imposed lockdowns, war, civil unrest, or other events beyond Curefleet's reasonable control) that prevents or materially impairs the delivery of services booked through the Platform, Curefleet shall endeavour to offer affected Users a reschedule or, where reschedule is not feasible, a full refund of the Booking amount paid. The timeline for such refund processing may be extended during a force majeure event.

31.3 Curefleet-Initiated Errors

Where a refund claim arises directly from a verifiable error, system fault, or incorrect charge attributable to Curefleet (as opposed to the User, the Healthcare Partner, or a third party), Curefleet shall process a full refund of the amount incorrectly charged without deduction of any cancellation or administrative fee.

31.4 Discretionary Refunds

Curefleet may, in its absolute discretion and on a case-by-case basis, grant a refund outside the terms of this Policy as a gesture of goodwill. The granting of any such discretionary refund shall not constitute a precedent or an obligation to grant a refund in similar circumstances in the future.

Limitation of Liability

32.1 Platform Role

Curefleet is a technology intermediary and marketplace. It does not render healthcare services, medical opinions, clinical diagnoses, or pharmaceutical services. The liability of Curefleet is therefore limited to its role as a technology facilitator and does not extend to the acts, omissions, negligence, or misconduct of Healthcare Partners.

32.2 Excluded Losses

To the maximum extent permitted by applicable law, Curefleet and its directors, officers, employees, shareholders, promoters, investors, affiliates, contractors, and service providers shall not be liable for any loss or damage of any nature arising from or in connection with:

• Medical, clinical, therapeutic, or health outcomes of any consultation, treatment, procedure, prescription, or diagnostic result.
• Treatment outcomes or the efficacy of any medication, therapy, or procedure recommended or administered by a Healthcare Partner.
• Delayed access to medical care, delayed ambulance arrival, delayed diagnostic results, or delayed pharmacy delivery.
• Negligence, misconduct, or professional error of any Healthcare Partner, including doctors, pharmacists, nurses, paramedics, or other healthcare professionals.
• Actions, omissions, or failures of third-party ambulance operators, diagnostic centres, pharmacies, vaccination providers, or home healthcare providers.
• Failure or delay of any payment gateway, banking partner, or payment network.
• Internet connectivity failures, power outages, device malfunctions, or any other technical failure not attributable solely to Curefleet's Platform infrastructure.
• Unauthorised access to the User's account due to the User's failure to safeguard their credentials.
• Any indirect, incidental, consequential, special, exemplary, or punitive loss or damage, including loss of health, loss of earnings, loss of life, emotional distress, or third-party claims.
• Any loss arising from the User's reliance on content, information, recommendations, or medical advice obtained through the Platform from Healthcare Partners.

32.3 Aggregate Liability Cap

To the maximum extent permitted by applicable law, Curefleet's aggregate liability to any User arising from or in connection with any transaction or series of related transactions on the Platform shall not exceed the total amount actually paid by the User to Curefleet (excluding amounts paid directly to Healthcare Partners) for the specific service giving rise to the claim, in the six (6) months preceding the date of the claim.

32.4 Mandatory Liability

Nothing in this Section shall exclude Curefleet's liability for: death or personal injury caused by Curefleet's own proven gross negligence; fraud or fraudulent misrepresentation by Curefleet; or any other liability that cannot be excluded or limited under applicable mandatory law.

Changes to This Policy

Curefleet reserves the right to amend, modify, update, or replace this Policy at any time at its sole discretion, subject to the following:

• Material changes to this Policy shall be communicated to registered Users via email to their registered email address, in-app notification, or a prominent notice on the Platform, at least 7 days before the changes take effect, except where a shorter notice period is required by regulatory directive or force majeure.
• The most current version of this Policy shall always be accessible at the Platform's dedicated legal pages and shall display the "Last Updated" date.
• Continued use of the Platform after the effective date of any amendment constitutes the User's acceptance of the revised Policy. Users who do not accept the revised Policy must discontinue use of the Platform and may close their accounts before the effective date.
• Changes to this Policy do not affect rights and obligations that arose under the previous version of the Policy in respect of transactions that were completed before the effective date of the change.

Users are encouraged to review this Policy periodically. Curefleet shall not be responsible for a User's failure to stay informed of Policy updates.

Contact Information

For all refund, cancellation, and payment-related queries, Users may contact Curefleet through the following channels:

When contacting support regarding a refund or cancellation request, please provide the following information to enable prompt investigation:

• Registered mobile number or email address on your Curefleet account.
• Booking ID or Order ID for the transaction in question.
• Date and amount of the transaction.
• Payment reference number or transaction ID from your bank statement.
• A clear description of the issue and the outcome requested.
• Any supporting documentation (photographs, bank statements, error screenshots) where applicable.

Curefleet aims to acknowledge all refund-related communications within 24 Business Hours and to resolve eligible claims within 10–15 Business Days of receiving complete information. Complex cases involving third-party investigation may require additional time.