REFUND POLICY
Effective Date: 17-07-2026
Last Updated: 18-07-2026
This Refund Policy ("Policy") outlines the terms and conditions under which Healing Health Physiotherapy ("Company", "We", "Us", "Clinic") processes refunds for services rendered or payments received. Please read this policy carefully before making any payment for our services.
GENERAL REFUND PRINCIPLES
Healing Health Physiotherapy aims to provide high-quality physiotherapy services and ensure patient satisfaction. Our refund policy is designed to be fair to both patients and our clinic while maintaining the integrity of our treatment programs. Refund requests must be submitted within 30 days of the transaction date or service completion. Refund eligibility depends on the type of service, time elapsed, and circumstances of the request. We reserve the right to deny refund requests that do not meet the specified criteria. All refund decisions are made at the sole discretion of clinic management. For any questions regarding refunds, contact support@healinghealthphysio.in or call +91 8519010967.
REFUND ELIGIBILITY CRITERIA
You may be eligible for a refund if: the service was not delivered as promised or described, you paid for a service that was not received within 30 days of payment and can provide evidence, there was a billing error or duplicate charge on your account, you cancel a package or multiple sessions within 48 hours of purchase and no sessions have been attended, or circumstances beyond your control prevent you from using services (with appropriate documentation). You are NOT eligible for refunds if: sessions have already been conducted and completed, you attended the session and services were delivered as promised, you cancel or request refund more than 30 days after payment, the refund request is based on dissatisfaction with treatment results (as outcomes depend on individual factors), you fail to follow medical advice or treatment protocols, or services were cancelled at your request within 24 hours of appointment.
REFUND POLICY BY SERVICE TYPE
Single Consultation/Assessment Session: Refunds for single consultation sessions are not provided once the session has been conducted. If you need to cancel before the session, cancellation fees apply as per our Cancellation Policy. If a session is cancelled by the clinic due to unavoidable circumstances, you will be offered a reschedule at no additional cost or a full refund of that session's fee. For sessions cancelled by you within 24 hours of appointment, a cancellation fee of 50% of session cost applies. For cancellations 24-48 hours before appointment, a cancellation fee of 25% applies. For cancellations more than 48 hours before appointment, no cancellation fee applies.
Treatment Packages: Treatment packages are sold at discounted rates compared to individual session pricing. Once a package is purchased, refund eligibility is limited. Refunds for unused sessions in packages: if you have not attended any sessions from a newly purchased package, you may request a refund within 48 hours of purchase with a 10% administrative fee deducted. After the first session has been attended, the package becomes non-refundable but unused sessions can be carried forward or transferred (subject to terms). Expired packages: packages typically expire 6 months from purchase date unless otherwise specified. Refund requests for expired packages are not accepted unless the expiration was due to our inability to provide services. You must provide evidence (email confirmations, appointment attempts) that you attempted to use services within the validity period.
Online Consultations: Refunds for completed online consultations are not provided. Cancellations made more than 24 hours before appointment are refunded 100%. Cancellations made within 24 hours are not refunded. If the clinic cancels an online consultation, a full refund is provided or you may reschedule at no cost.
Home Visit Services: Home visit services are charged at a premium rate including travel. These charges are non-refundable once the therapist has traveled to your location. Cancellations more than 48 hours in advance are fully refunded. Cancellations 24-48 hours in advance incur a 50% fee (travel costs). Cancellations within 24 hours are not refunded.
Products and Merchandise: Any products sold by our clinic (exercise bands, supports, etc.) may be returned within 7 days if unopened and in original condition for a full refund. Used or opened products are not refundable but may be exchanged. Defective products are replaced free of cost within 30 days of purchase.
REFUND REQUEST PROCESS
To request a refund, you must submit a written request to support@healinghealthphysio.in with the following information: your full name and contact number, date of payment and transaction ID or receipt number, description of service or product for which refund is requested, reason for refund request with supporting documentation if applicable, preferred refund method (original payment method, bank account, or clinic credit), and any relevant evidence (screenshots, emails, appointment confirmations). You may also submit refund requests in person at the clinic or via WhatsApp (+91 8815021718) with the same information. Verbal refund requests over phone are accepted but should be followed by written confirmation via email.
Refund Review Process: upon receipt of your request, we will review it within 5-7 business days and contact you with a decision. We may request additional information or documentation to process your request. Once approved, refunds are processed within 7-10 business days. You will receive a confirmation email once the refund is initiated. Pending refunds may take additional time depending on your bank or payment processor (typically 2-5 business days for bank transfers, 3-7 days for credit card refunds).
REFUND METHODS AND TIMELINE
Original Payment Method (Preferred): if you paid by credit card, debit card, or online payment (UPI, Google Pay, PhonePe), the refund will be credited back to the same method used for payment. Processing time: 5-7 business days for the refund to appear in your account (may vary by bank or payment processor).
Bank Transfer: if you prefer bank transfer for large amounts, we can process refunds directly to your bank account. You must provide valid bank account details (account number, IFSC code, account holder name). Processing time: 2-3 business days after initiation.
Clinic Credit: instead of cash refund, you may opt to receive the refunded amount as credit toward future services at our clinic. This credit is valid for 1 year from issue date and can be used for any services. No expiration of credit before 1 year.
Cash Refund: cash refunds are processed only in person at the clinic during business hours. Please allow 5-7 business days to arrange cash availability. Contact us in advance at support@healinghealthphysio.in to schedule your cash refund.
Refund Timeline Summary: refund request submission to approval: 5-7 business days. Approval to processing: 1-2 days. Processing to receipt in your account: 5-10 business days (varies by method). Total time: 11-19 business days in most cases.
NON-REFUNDABLE ITEMS AND SERVICES
The following items and services are non-refundable under any circumstances: completed physiotherapy sessions (once attended), past treatment services, expired packages, services rendered more than 30 days prior to refund request, cancellations made within 24 hours of appointment, services provided outside India, services paid for with special promotional codes or limited-time offers (unless specifically stated otherwise), administrative or registration fees, booking fees or appointment scheduling fees, late payment penalties or overdue charges, or services used with your knowledge that contraindicate refund policies.
PACKAGE CANCELLATION AND ROLLOVER
Initial Cancellation Window: packages purchased can be cancelled within 48 hours of purchase for a full refund minus 10% administrative fee if no sessions have been attended. After 48 hours or once first session is attended, packages become non-refundable. Unused Sessions: if you have unused sessions remaining in a package, you have three options: continue using sessions and reschedule at your convenience (sessions remain valid for package validity period), transfer unused sessions to a family member or friend (with written authorization), or request that unused sessions be credited as partial payment toward a new package purchase.
Package Rollover: if your package is expiring and you have remaining sessions, you may request rollover to a new package at the clinic. Rollover sessions are valid for one additional package cycle. Sessions cannot be rolled over indefinitely. After 2 rollover cycles, unused sessions are forfeited.
REFUND CONDITIONS AND RESTRICTIONS
Medical Reasons: if you cannot attend sessions due to medical reasons (injury, illness, surgery), we may waive the 30-day refund window requirement. You must provide medical documentation from a healthcare provider. In such cases, refund will be processed for sessions not attended, or sessions may be rescheduled for future dates after recovery.
Clinic Responsibility: if the clinic fails to provide services as promised (cancelling multiple sessions without valid reason, not delivering contracted services), full refund of unused services will be provided without penalty. If a physiotherapist is unavailable due to clinic's fault and you cannot reschedule, refund of that session is provided. If clinic facilities are unexpectedly closed (natural disaster, government order), sessions can be rescheduled free of cost or refunded if patient prefers.
Patient Responsibility: refunds are not provided if you cancel regularly without reasonable cause, as this may indicate lack of commitment to treatment. Refunds are not provided for dissatisfaction with treatment results, as physiotherapy outcomes depend on multiple factors including patient compliance, individual healing capacity, and severity of condition. We strongly recommend discussing concerns with your physiotherapist before requesting refunds.
REFUND DISPUTES AND APPEALS
If you disagree with a refund decision, you may appeal within 7 days of receiving the denial. Appeals must be submitted in writing to support@healinghealthphysio.in with new evidence or documentation supporting your case. Your appeal will be reviewed by clinic management and a final decision will be communicated within 7-10 days. If you remain unsatisfied with the final refund decision, you may escalate to consumer protection authorities or seek legal remedy as per applicable laws. We are committed to resolving disputes amicably and in good faith.
REFUND FOR PROMOTIONAL OFFERS AND DISCOUNTS
Services purchased under promotional offers or discount codes: refund eligibility depends on the specific terms of the promotion. Some promotions explicitly state "no refunds" while others allow refunds of the discounted amount. Review the promotion terms at the time of purchase. If unclear, contact support@healinghealthphysio.in for clarification. Loyalty program credits: credits earned through loyalty programs are non-refundable in cash but can be used for future services. If patient is dissatisfied with the program, they may opt out and forgo remaining credits. Referral bonuses: bonuses received through referral programs are non-refundable and non-transferable.
CORPORATE AND GROUP PACKAGES
Corporate wellness packages or group discounts have separate refund policies. Contact support@healinghealthphysio.in for specific terms applicable to corporate bookings. Generally, corporate packages are non-refundable but can be carried forward to the next year if unused. Group bookings may have cancellation fees depending on group size and advance notice period.
REFUND OF CANCELLATION FEES
If you were charged a cancellation fee but later circumstances show that the cancellation was justified (medical emergency, documented hardship), you may request reversal of the cancellation fee. Submit evidence and written request to support@healinghealthphysio.in. Clinic management will review and may approve cancellation fee waiver on case-by-case basis. This is discretionary and not guaranteed.
CURRENCY AND INTERNATIONAL REFUNDS
All refunds are processed in Indian Rupees (INR). If you made payment in foreign currency, refund will be converted to INR at the exchange rate prevailing on the date of refund processing. Currency conversion fees, if any, will be deducted from the refund amount. International refunds may take longer due to banking procedures. For international patients, refunds are typically sent to the bank account from which the original payment was made.
TAX IMPLICATIONS
Refunds are treated as reversal of original transaction for GST purposes. No additional GST is charged on refunds. You may need to report refunds in your accounts or tax filings as required by law. Healing Health Physiotherapy is not responsible for any tax implications arising from refunds. Consult your accountant if you have tax-related questions regarding refunds.
SPECIAL CIRCUMSTANCES
Death of Patient: in case of patient's death, refund of unused services in packages will be provided to the legal heir upon submission of death certificate and documentation of rightful claim. Refund will be processed within 30 days of receipt of documents. Permanent Relocation: if you are relocating outside India or to a location where we cannot provide services, refund of unused sessions may be considered upon submission of documentation of relocation. Refund will be calculated based on sessions attended and package rates.
Severe Adverse Reaction: if you experience severe adverse reaction to treatment despite following all instructions, and you choose not to continue treatment, you may request partial refund of remaining sessions. Medical documentation of adverse reaction must be provided. Refund will be reviewed case-by-case.
REFUND POLICY MODIFICATIONS
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website or notification to patients. Patients will be notified of material changes via email. For existing active packages or ongoing treatment, the refund policy in effect at the time of purchase will generally apply. Major changes will be communicated 30 days in advance with opportunity to review.
CONTACT INFORMATION FOR REFUND REQUESTS
Email: support@healinghealthphysio.in Phone: +91 8519010967 or +91 8120276045 WhatsApp: +91 8815021718 (Text: "REFUND REQUEST") In-Person: Healing Health Physiotherapy, 677 Royal School के पास, Durga Colony, Sanjeevani Nagar, Garha, Jabalpur, Madhya Pradesh 482003, India Mailing Address: Same as above (for written requests) Response Time: Email responses within 5-7 business days, Phone responses within 24 hours, WhatsApp responses within 12 hours. For urgent matters, please call directly.
ACKNOWLEDGMENT
By making any payment to Healing Health Physiotherapy, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. You confirm that you understand the refund eligibility criteria and accept the terms outlined. You accept that refund decisions rest with clinic management and are subject to the criteria stated in this policy.
Version: 1.0
Effective Date: 17-07-2026
Last Updated: 18-07-2026
Healing Health Physiotherapy
All Rights Reserved
For the latest version of this policy, visit our website or contact support@healinghealthphysio.in
