This Payment and Refund Policy ("Policy") governs the terms of payments, cancellations, and refunds for services offered by Wellvia Health ("Company," "we," "our," or "us"). By accessing or using our services, you ("User" or "Vendor") agree to comply with the terms of this Policy.

1. General Terms of Payment

1.1 Payment Obligation:

Payments for services are due at the time of booking or subscription. Users are notified of applicable charges during the booking process.

1.2 Payment Confirmation:

Upon successful payment, a confirmation email or SMS is sent to the User, detailing the transaction and related terms.

1.3 Payment Gateway:

Transactions are securely processed through our external payment gateway, PhonePe, adhering to applicable security and data protection standards.

1.4 Payment Options:

a. Net Banking: Direct transfers via bank accounts.

b. Unified Payments Interface (UPI): Quick and secure transactions through UPI IDs.

c. Credit/Debit Cards: All major cards accepted.

d. Pay Later Wallets: Integration with approved pay-later services.

2. Cancellation and Refund Policy

2.1 Subscription Services

a. Refund Eligibility: Refunds for subscriptions are allowed if the cancellation request is made within 2 days of purchase, provided that no subscription services (e.g., consultations, health check-ups, or discounts) have been utilized.

b. Notice Period: Users must provide at least 30 days’ notice for canceling annual subscriptions.

2.2 Pre-Booked Ambulance Services

a. Refund Eligibility: Refunds are allowed if cancellations are made at least 24 hours before the scheduled pickup time.

b. Exclusions: Bookings cancelled within 24 hours of the scheduled pickup time are non-refundable.

2.3 Technical Issues

Resolution Process: Refunds may be issued in cases where technical issues (e.g., app or website malfunctions) prevent access to booked services or subscriptions, following a review by our support team.

2.4 Exceptional Cases

Eligibility: Full or partial refunds may be granted for verified cases such as severe delays in ambulance arrival or failure to provide the agreed-upon service.

2.5 Exclusions from Refunds

a. Utilized Subscription Services: No refunds for subscriptions where any included benefits have been used.

b. Unforeseen Circumstances: No refunds for service disruptions due to factors beyond our control, including extreme weather, traffic conditions, or emergencies.

c. Custom and Long-Distance Bookings: Bookings for ICU-equipped or outstation ambulances are non-refundable once confirmed.

3. Refund Processing Timeline

3.1 Timeline

Eligible refunds are processed within 7-10 business days from the date of approval.

3.2 Mode of Refund

Refunds are credited to the original payment method unless otherwise specified.

4. Dispute Resolution

4.1 Procedure

For payment disputes, Users must contact our support team via email at care@wellviahealth.in within 14 days of the transaction.

4.2 Review and Resolution

Disputes are reviewed on a case-by-case basis, and resolution is communicated within 5-7 business days.

5. Security of Transactions

5.1 Encryption and Compliance

All transactions are encrypted and conducted through our secure payment gateway in compliance with industry standards and applicable laws.

5.2 User Responsibility

Users must ensure accurate payment details and maintain the confidentiality of their account information.

6. Modifications to the Policy

6.1 Amendments

The Company reserves the right to modify this Policy at any time. Any changes will be communicated to Users through the app, website, or email.

6.2 Effective Date

Changes will be effective from the date of publication unless stated otherwise.

For further inquiries, please contact us at care@wellviahealth.in.