1. Scope

This Refund and Cancellation Policy applies to the following services provided by Arogya Kavach Solution Pvt. Ltd.:
- Doctor on Call (Teleconsultation services)
- Hospicash Health Insurance (Fixed daily benefit health insurance product offered in collaboration with insurance comonay)

2. Doctor on Call – Refund & Cancellation Policy

2.1 Appointment Cancellation

Customer-Initiated Cancellation:
- Cancellations made at least 2 hours prior to the scheduled consultation are eligible for a 100% refund.
- Cancellations made within 2 hours of the scheduled consultation are non-refundable.

Company-Initiated Cancellation:
- In case of cancellation due to doctor unavailability or technical issues on our end, the customer will be eligible for a full refund or can opt to reschedule the consultation at no additional cost.

2.2 No-Show Policy

- If the customer fails to attend the consultation at the scheduled time without prior cancellation, no refund will be issued.

2.3 Service Issues

- If the service quality is unsatisfactory (e.g., incomplete consultation, technical failure), users may raise a complaint within 24 hours of the consultation. Upon review, partial or full refunds may be issued at the discretion of the Company.

3. Hospicash Health Insurance – Refund & Cancellation Policy

3.1 Free-Look Period

- As per IRDAI guidelines, customers may cancel their Hospicash policy within 15 days (Free-Look Period) of receiving the policy document (digitally or physically).
- If no claims have been made during this period, the customer will receive a full premium refund after deducting:
- Stamp duty charges
- Medical examination charges (if any)
- Pro-rata risk premium for the coverage period

3.2 Cancellation After Free-Look Period

- Customers may request cancellation after the free-look period. Refunds, if any, will be governed by the insurer's short-period scale and subject to:
- Duration of coverage used
- Claim history
- Applicable deductions

Note: Arogya Kavach facilitates the insurance but is not the insurer. Final decisions on refunds rest with the underwriting insurance partner.

3.3 Claim During Policy Period

- If a claim has been made during the policy term, no refund shall be applicable in case of cancellation.

4. Refund Processing

- Approved refunds will be processed within 7–10 business days to the original payment method.
- Customers will be notified via email/SMS once the refund is initiated.

5. How to Request a Refund or Cancellation

Please write to kavacharogya@gmail.com with the following details:
- Registered Name and Mobile Number
- Service (Doctor on Call / Hospicash Insurance)
- Date of Purchase / Consultation
- Reason for Cancellation/Refund Request
- Supporting Documents (if applicable)

6. Dispute Resolution

In case of any dispute regarding refunds or cancellations, the decision of Arogya Kavach Solution Pvt. Ltd. and its partnered insurance provider shall be final. Users may also approach the Insurance Ombudsman in case of insurance-related grievances.