Refund & Cancellation Policy

Effective Date: June 2026 | Last Updated: June 2026

This policy explains refund and cancellation terms for services accessed through the Swasth platform.

1. Platform Services

1.1 Free Features

Many Swasth features are currently provided free of charge, including:

• Health tracking (vitals, weight, sleep, mood)
• Nutrition tracking and meal planning
• Fitness logging
• Baby care features
• Medical document storage
• Family circles

Free features do not involve payments and are not subject to refund.

1.2 Premium Features (If Applicable)

If premium subscription tiers are introduced in the future, refund terms will be communicated at that time.

2. Professional-Client Payments

2.1 Nature of Payment Requests

The Swasth payment request feature allows healthcare professionals to send invoices to clients. For professional consultation services, the following clarifications apply (ambulance bookings are handled separately — see Section 2A):

• For professional services, Swasth does NOT process payments directly
• For professional services, Swasth does NOT hold or transfer funds
• Payment requests are informational invoices only
• Actual payments are handled outside the platform

2.2 Disputes Between Professionals and Clients

Payment disputes for professional services must be resolved directly between the professional and client. LaxharTech:

• Is NOT a party to professional-client payment agreements
• Does NOT mediate payment disputes
• Does NOT provide refunds for professional services
• Cannot reverse or modify payment transactions

2.3 Professional Refund Policies

Each healthcare professional may have their own refund and cancellation policy. Before engaging services, clients should:

• Ask about the professional's refund policy
• Understand cancellation terms for consultations
• Get written confirmation of payment terms

2A. Ambulance Bookings

2A.1 How Ambulance Payments Work

Ambulances are operated by independent businesses on the platform. Payment for an ambulance booking is handled in one of two modes:

• Platform-processed (commission) mode: you pay through our integrated payment gateway (PayGate). In this mode the platform facilitates the payment and deducts the applicable platform service fee and taxes before settling the balance to the ambulance business. Unlike professional consultations, payment for these bookings is processed through the platform.
• Direct mode: you pay the ambulance business directly (e.g. UPI, QR, or bank transfer) and submit proof of payment; only the business confirms receipt. LaxharTech is not a party to, and does not hold or transfer, funds in direct mode.

The fee, taxes, and any applicable charges are disclosed at checkout and/or in the ambulance business's agreement.

2A.2 Cancellation

You may cancel an ambulance request before it is accepted at no charge. After an ambulance has been assigned and dispatched, cancellation charges set by the ambulance business may apply to cover dispatch costs. Because these are emergency services, please only book when you genuinely require transport.

2A.3 Refunds and Disputes

• Commission mode: refund requests for platform-processed payments should be raised with the ambulance business; eligible refunds are processed back to your original payment method through PayGate. Platform service fees may be non-refundable where the service was rendered.
• Direct mode: as funds are paid directly to the business, refunds are arranged directly with that business. LaxharTech does not hold these funds and cannot reverse a direct payment.
• The fare charged is set by the ambulance business and may differ from the estimate shown at booking, based on the actual route, time, distance, and services rendered.

For platform-related technical issues with an ambulance booking, contact support (see Section 6.2). Nothing here limits your statutory rights (see Section 8).

3. Consultation Cancellations

3.1 Cancellation by Clients

When canceling consultations booked through Swasth:

• Check the professional's cancellation policy
• Cancel as early as possible
• Cancellation fees may apply based on timing
• No-shows may be charged full consultation fee

3.2 Cancellation by Professionals

If a professional cancels a consultation:

• Any pre-payment should be refunded by the professional
• Client should be offered rescheduling
• Report repeated issues to platform support

4. Digital Goods

4.1 Meal Plans and Programs

Paid meal plans or programs purchased from professionals:

• Are subject to the professional's refund policy
• Generally non-refundable once accessed
• May offer partial refunds before access

4.2 Recipes and Content

User-created recipes and content shared on the platform are free. If professionals sell premium content, their individual refund policies apply.

5. Account Closure

5.1 User-Initiated Closure

If you close your Swasth account:

• No refund for unused portion of any subscription
• Outstanding payment requests remain your responsibility
• Professional relationships will be terminated

5.2 Platform-Initiated Closure

If we close your account due to policy violations:

• No refund of any paid services
• Outstanding obligations remain
• You may appeal the decision

6. How to Request Refunds

6.1 For Professional Services

Contact the professional directly using:

• In-app messaging
• Contact information on their profile

6.2 For Platform Issues

If you believe you deserve a refund due to platform technical issues:

• Email: [email protected]
• Include: Account details, issue description, dates, amounts
• Response within: 5 business days

7. Dispute Resolution

7.1 Professional-Client Disputes

We encourage resolving disputes directly. If unsuccessful:

• Document all communications
• Contact consumer protection agencies if needed
• Consider professional regulatory bodies for misconduct

7.2 Platform Support

While we don't mediate financial disputes, we can:

• Provide communication records (with both parties' consent)
• Investigate professional conduct violations
• Take action against policy violations

8. Consumer Rights

Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or other applicable consumer protection laws. Statutory rights cannot be contracted away.

9. Changes to This Policy

We may update this policy as our services evolve. Changes will be posted with updated effective date.

10. Contact

For refund-related inquiries:

• Email: [email protected]
• Support: [email protected]
• Response time: 5 business days