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Refund and Cancellation Policy

 

 

Effective Date: September 15, 2025

Welcome to Ashish Thakre Chikitsayam Manav Seva Sansthan Pvt. Ltd. (“Company,” “we,” “our,” or “us”).

This Policy governs all transactions and service engagements made via our website www.chikitsayammanavsevasansthan.org, through Swasthya Mitras, or direct hospital facilitation. We are committed to fairness, transparency, and ethical standards in processing refunds and cancellations.

By availing our services, you agree to this Refund and Cancellation Policy.

1. Scope

This Policy applies to charges paid for:

  • Patient facilitation services

  • Advance deposits for hospital admission via our network

  • Ambulance booking and transportation services

  • Health camp or consultation registration fees (if any)

  • Other facilitation charges levied by our Company

Not Covered: Fees paid directly to hospitals, diagnostic centers, pharmacies, doctors, or government bodies are not governed by this Policy.

2. Service Nature & Refund Eligibility

Our Company is a facilitator of digital healthcare services (not a hospital). Services once rendered are considered consumed and non-refundable, except under exceptional cases:

Refund may be allowed if:

  • Duplicate payment made in error

  • Service not delivered at all (e.g., ambulance failed and no alternate arranged)

  • Documented failure by us in facilitation

No Refund applies if:

  • Patient is admitted to hospital via our referral

  • Ambulance/transport already availed

  • Consultation/health camp facilitation already provided

  • Ayushman card registration/verification has been initiated/completed

3. Cancellation Policy

  • Before Service Initiation: Full refund if request received before service begins (e.g., before ambulance dispatch, before booking confirmation).

  • After Service Initiation:

    • Partial refund (up to 50%) if service was partially started but not completed.

    • No refund once major steps (ambulance dispatched, hospital bed reserved, appointment confirmed) are completed.

Cancellation must be requested promptly via helpline: +91 87200 06162 or email: director@chikitsayammanavsevasansthan.org.

4. Refund Processing Timeline

  • Approved refunds are processed within 4 hours to maximum 1 business day for digital-only facilitation, and 7–14 business days for payment gateway settlements.

  • Refunds are credited to the original payment method used.

  • We are not responsible for third-party PG/bank delays but will coordinate on your behalf.

5. Non-Refundable Charges

  • PG/bank transaction fees

  • Administrative processing charges

  • Ayushman card verification/registration fees (once submitted)

  • Statutory taxes (if any, when applicable in future)

  • Doctor consultation fees (once consultation occurs)

  • Cancellation charges from ambulance operators or hospitals

6. Special Cases (Discretionary Refunds)

We may consider refunds at our discretion in cases such as:

  • Patient death before service delivery

  • Severe emergencies or unavoidable circumstances

Supporting documents (hospital records, death certificate, etc.) must be provided. Final decision rests with the Company’s Grievance Redressal Team.

7. Dispute Resolution

  • Step 1: Attempt informal resolution with customer service.

  • Step 2: Escalate to Grievance Officer.

  • Step 3: If unresolved, dispute will be referred to arbitration under the Arbitration & Conciliation Act, 1996, seat: Seoni, Madhya Pradesh, language: English.

8. Important Considerations

  • Hospital Charges: We are not liable for hospital bills, doctor fees, ICU/surgery costs.

  • Govt. Scheme Facilitation: Services under Ayushman Bharat or other schemes are subject to official rules; our facilitation charges (if any) are governed by this Policy.

  • Force Majeure: Natural disasters, strikes, pandemics, or government restrictions may affect service and refund eligibility.

9. Changes to Policy

We may revise this Policy to reflect legal, operational, or regulatory changes. Updates will be published on our website with a new effective date.

10. Grievance Redressal

Grievance Officer: Mr. Ashish Thakre (CEO)
Email: director@chikitsayammanavsevasansthan.org | support@chikitsayammanavsevasansthan.org | info@chikitsayammanavsevasansthan.org
Phone: +91 87200 06152
Address: C/O Ashish Thakre, Gram Gangpur, Barghat, Seoni – 480667, Madhya Pradesh, India

We ensure acknowledgment within 48 hours and fair resolution within 7–10 working days.

11. Acceptance of Policy

By availing our services (appointments, ambulance facilitation, camps, or referrals), you confirm that you have read and agreed to this Refund & Cancellation Policy. If you do not agree, please refrain from using paid services.

Thank You

Thank you for trusting Ashish Thakre Chikitsayam Manav Seva Sansthan Pvt. Ltd. We are committed to supporting patients and families through transparent, reliable, and humane healthcare facilitation.

Last Updated: September 15, 2025