My Rehab Care 

CANCELLATION & REFUND POLICY

Policy for Services (Other than Drugs@Home, e-Wellness and Packages)

Scenario

Cancellation Policy

Refund Policy

Customer cancels prior to service delivery

Prior to service delivery, customer may request for cancellation by calling our Call Centre or through the online customer portal. No cancellation charges will apply.

If payment has been collected prior to service delivery,100% refund will be made to the respective payment instrument used by the customer.

If payment is yet to be collected, there is no refund.

MY REHAB CARE initiates cancellation / rescheduling prior to service delivery.

Note: MY REHAB CARE will make all possible arrangements to deliver services at the scheduled time. In case we are unable to do so, we will request for a mutually agreeable time.

If the customer disagrees on the rescheduling then request for cancellation is confirmed.

If payment has been collected, 100% refund will be made to the respective payment instrument used by the customer.

If payment is yet to be collected, there is no refund.

Customer cancels after service delivery has commenced.

Note: At the discretion of MY REHAB CARE, a customer can be denied services in cases where the customer cancels the service without any valid reason.

At the customer’s request, MY REHAB CARE will cancel the order and stop the service delivery.

If payment has been collected, 100% refund will be made to the respective payment instrument used by the customer.

If payment is yet to be collected, there is no refund.

Customer is dissatisfied with the service

Not applicable

At the discretion of MY REHAB CARE, customer will be offered an option of repeating the service.

Incorrect billing

Not applicable

If the bill is raised for a higher amount, then the excess amount will be made to the respective payment instrument used by the customer. If the bill is raised for a lesser amount, the customer will be requested to make the required payment.

Policy for Drugs@Home

MY REHAB CARE facilitates the delivery of  medicines as per the orders, and prescriptions  in right conditions/ without any damage.

We always recommend the Customers to check the items at the time of delivery. Please notify MY REHAB CARE Customer support team by email to myrehabcare@gmail.com or call at: – 91 9066411444 within 7 days from the date of order received by the customer in case of any mishap.

Definition: 

‘Refund’ means an action of giving back to the Customer the amount paid by Customer (excluding any wallet balance) if the product ordered at MY REHAB CARE portal by the customer is returned by the Customer AND if such return is due to any one or more of the below four (4) factors ONLY:

Product(s) delivered do not match your order;

Product(s) delivered are past or near to its expiry date (only medicines with an expiry date of less than 03 months as on date of delivery shall be considered as near expiry);

Product(s) delivered were damaged in transit (do not to accept any product which has a tampered seal).

Products delivered were spurious (do not accept any product which is tampered) or defective item.

Any refund request arising apart from the above four conditions shall be accepted only on sole discretion of MY REHAB CARE.

Provided, that for the following classes of items refund shall be made ONLY if the above conditions are satisfied:

Categories

Type of Products (These are indicative of the class and is not an exhaustive or all inclusive list)

Baby Care

Bottle Nipples, Breast Nipple Care, Breast Pumps, Diapers, Ear Syringes, Nappy, Wet Reminder, Wipes and Wipe Warmers

Supplements & Wellness Products

Health Drinks, Health Supplements

Medical & Surgical devices

Glucometer/Strip, Lancet, Healthcare Devices and Kits, Surgical, B.P Monitors, Pregnancy Kits

Personal Care

Sexual wellness, Cosmetics, Sanitary and Personal Hygiene

Injections and Speciality Medicines

Insulins, Vials, Ampoules, Injections, Vaccines, Penfills and all other Product requiring cold storage, or medicines that fall under the category of speciality medicines.

OTC and Ayurveda Products

Herbal Preparations, Sprays, Soaps and all general items.

If the product that you have received is damaged, then do not accept the delivery of that product. In case after opening the package, you discover that the product is damaged, the same may be returned for refund.

In the aforesaid unlikely situations, if there is something wrong with the order, MY REHAB CARE will be pleased to assist and resolve your concern. You may raise a refund request with MRC customer care within 07 (Seven) days from the day of receipt of the product. MRC reserves the right to reject the refund request, if the customer reaches out to MRC after 7 days of receiving of order.

In the event of frivolous and unjustified complaints regarding the quality and content of the products, MRC reserves the right to pursue necessary legal actions against you, including denial of future service, and you will be solely liable for all costs incurred by MRC in this regard.

Refunds are subject to the below conditions: –

1.      Any wrong ordering of product doesn’t qualify for Refund;
2.      Batch number of the product being returned should match as mentioned on the invoice;
3.      Refund requests arising due to change in prescription do not qualify for Replacement;
4.      Product being returned should only be in their original manufacturer’s packaging i.e. with original price tags, labels, bar-code and invoice; and
5.      Partially consumed strips or products do not qualify for Refund, only fully unopened strips or products can be returned.
6.      Cold chain products (vial, injection, vaccines/ any other cold chain products) do not qualify for refund.

Refund Process:

1.      For Refund intimation, please visit us at www.myrehabcare.in or alternatively contact our customer care at 91 9066411444.
2.      MRC customer care team will verify the claim made by the customer within 24 (Twenty four) business hours from the time of receipt of complaint.
3.      Once the claim is verified as genuine and reasonable, MRC will initiate the collection of product to be returned.
4.      The customer will be required to pack the products in original manufacturer’s packaging.
5.      All products claimed to be damaged need to be returned to invoicing vendor who will confirm if the product is damaged. You are requested to take pictures of any damaged product that you have received. 
6.      MRC shall initiate the refund only once it has received the confirmation from the vendor concerned in respect of the contents of the product relating to that refund.
7.      Customer must retain the invoice till completion of refund process.

Refund Process:

In all the above cases, if the claim is found to be valid, Refund will be made as mentioned below:

1.      Order placed through online wallet will be credited to the wallet; and
2.      Order placed through cash on delivery will be refunded through fund transfer to customer bank account.
3.      Order placed through credit/ debit card will be refunded through fund transfer to source bank account.
4.      Refund if any, will be initiated within 10 (Ten) working days from date of receipt of the returned products by MRC.

Mode Of Payment

Mode Of refund

 Timeframe

Cash on delivery

NEFT to bank account

Within 10 working days

Credit/debit card/net banking

NEFT to bank account

Within 7 working days

7 working days

While we regret any inconvenience caused by this time frame, it is the bank’s policy that delays the refund timing and we have no control over that.

Cancellation Policy:

1.      Customer can cancel the order through by call at 91 9066411444.
2.      No cancellation fee if customer request for cancellation before order is confirmed.
3.      Cancellation fee will be applicable if order is cancelled after the order is confirmed.

Stage of order cancellation

CANCELLATION FEE

Order Booked

No cancellation Fee

Order Confirmed

Rs 21

Order Dispatched

Rs 80

Order Reschedule once order dispatched

Rs 80

Note:

In case of COD, cancellation fees would be added to the cost of the next purchase. Until all negative amounts are paid MRC reserves its rights to deny service to the customer.

For all prepaid order, Cancellation fee will be deducted from order total and remaining amount will be refunded as per refund policy.

Shipping Charges:

1.      MRC provides free delivery for all items if your total order amount is more than Rupees 500/- (Gross amount).
2.      In case, if the order value is below Rs.500/-, MRC shall charge Rs.69/- to the Customers.
3.      If the item is in stock, it shall be delivered within 2-7 working days from the date of order.
4.      MRC shall notifies its customers via shipment confirmation message within 24hrs of dispatching the order.
5.      Invoice delivered to the customer will have shipping charges included.
6.      Shipping charges will be order specific not address specific i.e. charges will be applied as per the no. of orders received. Total amount of all separate orders will not be considered to eliminate the shipping charges.
7.      Shipping charges will not be adjusted from amount of MRC Wallet.

Policy for Special Packages (Other than Care@Home):

Refund is allowed only in case the package is cancelled before availing services.

Please note that the following products may not be returned once delivered and

Policy for Care@Home:

Proportionate refund is given for the balance period / services not rendered, if the cancellation is requested during the service period/tenure at the discretion of MRC.

Mode of Refund

The mode of refund depends on the mode of payment used at the time of booking the service.

Payment Mode

Refund Mode

Time

Credit Card / Debit Card / Net Banking / Digital Wallet

Refund will be processed to the same account used at the time of payment.

7-10 business days

Cash on Delivery

Bank transfer to the bank account specified by the customer

7-10 business days

Note: The time given above is only indicative, it may change as per the business policy.

FAQ for Cancellation and Refund-

1)If I am not satisfied with your services, will you refund my money back?

=>Decision to refund depends on specifics of the service delivery. Hence, we request you to go through our Cancellation & Refund policy. Please click here

2)If I have already paid online to book a service, and then I cancel the booking, how will I get the refund?

=>After you cancel a booking, we will refund your online payment to your account within 14 working days. If there are any deductions to be made, we will adjust the dues before refund.

3)After I have booked a service, can I cancel it? Will there be any cancellation charges?

=>You can cancel services after you have booked them. There will be no cancellation charges as long as the service has not been provided to you.