1. Purpose and Scope
This Refund & Cancellation Policy explains how HudsonSide Health handles cancellations, missed appointments, rescheduling requests, and refund requests for services booked or paid for through HudsonSide Health.
It applies to online and in-person consultations, clinic appointments, home visits, prepaid service packages, care plans, subscriptions, add-on emergency visits, health maintenance discussions, US specialist consultations, and facilitated third-party healthcare services, unless a specific service has separate written terms.
Where this policy refers to a customer, it includes the patient, spouse, caregiver, family member, or authorized person who makes a booking or payment on behalf of a patient.
For services provided directly by third-party vendors, laboratories, pharmacies, doctors, hospitals, specialist institutions, or partner providers, the applicable third-party policy may also apply. HudsonSide Health will disclose material third-party refund or cancellation conditions wherever reasonably available before confirmation.
2. Fair Charge and Disclosure Principles
Any cancellation charge, administrative charge, payment gateway charge, or deduction will apply only where disclosed before purchase and where such charge is reasonable, proportionate, and linked to costs already incurred.
Customers may request cancellation of future renewals through the same channel used for sign-up, where available, or by contacting customer support. Cancellation of future renewals does not automatically create a refund for services already used or benefits already provided.
3. Cancellation and Rescheduling
Customers may request cancellation or rescheduling through the booking platform, where available, or by contacting HudsonSide Health customer support. Requests should include the customer or patient name, registered phone number and email address, booking or order ID, appointment date and time, service location or mode, reason for the request, and payment proof if available.
3.1 Standard Appointments and Consultations
| Timing or Issue | Customer Action | Usual Treatment |
|---|---|---|
| At least 24 hours before the scheduled appointment | Cancel or request a new slot through the platform or support team. | One no-cost rescheduling, subject to slot availability. Refunds apply only where separately stated for the specific service or required by law. |
| Less than 24 hours before the scheduled appointment | Contact customer support as soon as possible. | Not usually refundable. Exceptions may be approved for genuine emergencies or unavoidable events. |
| No-show | Customer does not attend and does not cancel before the appointment. | Non-refundable. A fresh booking and payment may be required. |
| Provider-initiated cancellation | No action required unless support asks for a preferred slot. | Free rescheduling or refund/service credit if the service cannot be delivered or suitably rescheduled. |
3.2 Scheduled Home Visit Cancellation
Where a home visit has already been scheduled and a doctor, clinician, nurse, staff member, or collection partner has been allocated, the following deductions may apply if disclosed before purchase.
| Situation | Deduction |
|---|---|
| Cancellation before the assigned person starts travel | Rs. 1,000 coordination fee |
| Cancellation after the assigned person starts travel or reaches the customer's door, gate, or location | Rs. 2,000 deduction |
| Visit cancelled by HudsonSide Health or the assigned provider | No deduction; free rescheduling or refund/service credit if suitable rescheduling is unavailable |
4. Refund Eligibility
Refunds are reviewed against service status, cancellation timing, payment record, plan terms, applicable third-party provider terms, and clinical, safety, operational, payment, or regulatory requirements.
| Scenario | Refund Position |
|---|---|
| Duplicate payment or incorrect charge | Refund of duplicate or incorrect amount after verification. |
| Service cancelled by HudsonSide Health | Free rescheduling or refund/service credit if no suitable rescheduling option is available. |
| Cancellation within a specifically disclosed refund window | Refund, service credit, or rescheduling as stated in the service-specific terms disclosed before purchase. |
| Service not delivered due to HudsonSide Health reasons | Refund if the service cannot be provided and no suitable rescheduling option is available. |
| Third-party diagnostic, pharmacy, product, or partner service issue | Subject to the applicable third-party vendor, laboratory, pharmacy, or partner policy, along with any rights the customer has under law. |
| Completed consultation, treatment, report review, home visit, or service | Generally non-refundable once completed, unless required by law, approved by HudsonSide Health, or permitted by the applicable third-party policy. |
5. Prepaid Packages, Plans, and Subscriptions
Where HudsonSide Health offers prepaid packages, care plans, memberships, or subscriptions, the refund treatment will depend on the specific plan terms, services already used, third-party costs already incurred, and any minimum commitment period disclosed at the time of purchase.
5.1 Covered Plans and Add-ons
| Category | Coverage |
|---|---|
| Single Parent Plans | Care package for one parent, subject to the specific plan terms disclosed at purchase. |
| Both Parent Plans | Care package for both parents, subject to the specific plan terms disclosed at purchase. |
| Spouse / Couple Plans | Care support for a spouse or executive couple, where included in the selected package. |
| Family Care Packages | Care packages for the customer, spouse, and parents. Children are excluded unless specifically included in the plan terms. |
| Add-on Emergency Visits | Additional emergency home visit support charged separately or deducted from package benefits, as applicable. |
| Health Maintenance Discussions | Health maintenance discussion, advisory support, or second-opinion support as described at booking. |
| US Specialist Consultations | US specialist consults, premium institution consults, or institution-linked second opinions, subject to separate terms where applicable. |
5.2 Cooling-Off Period
Customers may cancel a prepaid package within 7 days of purchase if no chargeable doctor, clinician, nurse, or provider visit has been performed; no chargeable consultation or health maintenance discussion has been completed; no US specialist consultation has been booked, confirmed, or completed; and no third-party cost has already been incurred.
Where all the above conditions are met, the customer will be eligible for a full refund, less payment gateway charges or taxes that are not recoverable.
5.3 Cancellation After Cooling-Off Period
For this section, a visit or consultation means a chargeable doctor, clinician, nurse, provider, specialist, health maintenance, or home-visit service. Routine onboarding, scheduling, relationship-manager coordination, or non-clinical administrative communication is not treated as a chargeable visit or consultation unless the plan terms specifically state otherwise.
| Usage Status | Refund Treatment |
|---|---|
| No chargeable visit, consultation, or provider service has occurred | 80% refund of package fee, unless a different package-specific term was disclosed before purchase. |
| One or more chargeable home visits have been completed | Refund = Package Price minus (Number of Visits x Rs. 4,000) minus 10% administrative charge. |
| Add-on emergency visit used | Deduct Rs. 5,000 per emergency visit. |
| Health maintenance discussion used | Deduct Rs. 4,000 per discussion, unless differently priced or disclosed in the plan terms. |
| US specialist consultation booked, confirmed, or completed | Non-refundable once scheduled, due to institution-based scheduling, time slot blocking, and third-party commitments. |
6. US Specialist Consultations
US specialist consultations, premium institution consultations, or institution-linked second opinions may be subject to separate written terms, custom pricing, and third-party provider conditions.
Once such a consultation is booked, confirmed, or scheduled with a US specialist, hospital, institution, or partner provider, the fee may be non-refundable unless HudsonSide Health is unable to arrange the booked service and no suitable alternative is available.
HudsonSide Health will disclose the applicable pricing, refund position, cancellation terms, and any third-party institutional terms before confirmation wherever such consultation is separately charged.
7. Diagnostics, Home Visits, and Sample Collection
Where diagnostic tests, sample collection, or allied services are arranged through a third-party laboratory, collection partner, or vendor, HudsonSide Health acts as a facilitator unless expressly stated otherwise. The applicable third-party vendor or laboratory cancellation and refund policy may apply.
Before sample collection, home visit dispatch, or service initiation, a cancellation or rescheduling request may be eligible for rescheduling, service credit, or refund if permitted by the applicable window and no third-party cost has already been incurred.
After sample collection, home visit dispatch, or service initiation, the service will generally be treated as initiated and may not be eligible for a refund. This includes cases where staff, collection partners, doctors, or logistics have already been assigned or dispatched.
8. Products, Medicines, and Healthcare Items
This section applies only if HudsonSide Health facilitates or offers medicines, wellness products, medical devices, or other healthcare items. Where such products are supplied by a third-party pharmacy, vendor, or partner, the applicable third-party return and refund policy may apply.
Returns and refunds will be accepted only where the item is damaged, defective, incorrectly delivered, expired at delivery, or otherwise eligible under applicable law and the applicable seller’s return conditions.
For safety and hygiene reasons, opened, used, prescription-based, personalized, temperature-sensitive, perishable, or sealed healthcare products are generally not eligible for return unless the product is defective or incorrectly supplied. Prescription medicines, where applicable, will be supplied only in accordance with applicable law, valid prescription requirements, and licensed pharmacy or partner requirements.
9. Teleconsultation and Clinical Limitations
Teleconsultations, online consultations, and health maintenance discussions are subject to clinical suitability, patient consent, applicable medical guidelines, and the professional judgment of the doctor or healthcare professional.
Teleconsultation is not a substitute for emergency medical care. If a doctor or healthcare professional determines that the customer requires emergency care, in-person examination, specialist care, hospital care, or a different clinical pathway, the consultation fee will not automatically be refunded unless HudsonSide Health is unable to provide the booked service or applicable law requires otherwise.
Customers are responsible for providing accurate and complete medical information. Incorrect or incomplete information may affect service delivery and refund eligibility.
10. Non-Refundable Amounts
Unless required by applicable law, specifically approved by HudsonSide Health, or permitted by the applicable third-party provider policy, the following amounts may be non-refundable: completed consultations, home visits, diagnostic services, report reviews, or other completed services; missed appointments or no-shows; late cancellations where costs have already been incurred; reasonable administrative or coordination charges disclosed before purchase; payment gateway or bank charges not recoverable by HudsonSide Health; third-party charges already incurred; taxes where not recoverable; products or services that cannot be safely returned, reversed, or reused; packages purchased under a clearly disclosed non-refundable promotional scheme; premium US institution consultations once booked, confirmed, or scheduled; service disruption caused by incorrect address, incorrect patient details, or incomplete information provided by the customer; and fraudulent submissions, misuse of services, or intentional repeated missed visits.
11. Refund Process and Timeline
Approved refunds will be processed to the original payment method wherever possible, unless the customer specifically requests another refund mode belonging to the same payer and such mode is permitted by applicable payment rules. HudsonSide Health may request additional details to verify the booking, payment, and refund eligibility before approval.
| Step | What Happens |
|---|---|
| Request submitted | Customer contacts support or uses the available cancellation/refund option with booking and payment details. |
| Acknowledgment | HudsonSide Health acknowledges receipt of the request within 48 hours. |
| Review | HudsonSide Health verifies the service status, payment record, cancellation timing, plan terms, and applicable third-party provider terms. |
| Decision | The customer is informed whether the request is approved, declined, or eligible for rescheduling or service credit. |
| Review / approval | Review and approval decisions are completed within 7-10 business days after HudsonSide Health receives a complete refund request and any required supporting details. If the refund is approved, payment initiation and estimated credit timelines will follow Section 12 below. |
Delays may occur due to bank holidays, payment gateway processing, banking systems, chargeback review, incomplete customer information, or third-party payment provider timelines. HudsonSide Health will never ask customers to share OTP, CVV, card PIN, full card number, or online banking password for processing a refund.
12. Payment Mode Timelines
| Payment Mode | Refund Initiation After Approval | Estimated Credit Timeline |
|---|---|---|
| UPI | Within 48 hours | 2-5 business days |
| Credit/Debit Card | Within 48 hours | 5-7 business days |
| Net Banking | Within 48 hours | 3-7 business days |
| Bank Transfer | Within 48 hours | 3-5 business days |
| International Payments, where applicable | Within 72 hours | 7-14 business days |
13. Chargebacks and Payment Disputes
Customers are encouraged to contact HudsonSide Health first for any suspected billing error, duplicate charge, failed transaction, or refund concern. If a chargeback or payment dispute is raised with a bank, card issuer, payment gateway, wallet provider, or other payment provider, HudsonSide Health may pause internal refund processing until the payment provider completes its review.
14. Data and Privacy
To process cancellation, rescheduling, refund, billing, and grievance requests, HudsonSide Health may collect and verify booking details, contact details, payment details, transaction proof, service records, and relevant health or appointment information.
Such information will be used only for lawful and necessary purposes, including verification, refund processing, dispute resolution, fraud prevention, regulatory compliance, and service improvement, in accordance with HudsonSide Health’s Privacy Policy and applicable data protection law.
Customers may contact HudsonSide Health’s designated privacy or grievance contact for questions relating to personal data processing, correction, access, erasure, or grievance redressal.
15. How to Request a Cancellation or Refund
| Channel | Details |
|---|---|
| [email protected] | |
| Support Hours | 9:00 AM to 5:00 PM IST |
Customers should provide the customer or patient name, package or booking details, booking/order ID if available, registered contact details, reason for the request, payment receipt or transaction ID if available, and bank/UPI details only where required and permitted for refund processing. Updates will be shared through email, platform notification, or another available written communication channel.
16. Grievance Redressal
For cancellations, refunds, billing concerns, or grievance support, customers may contact HudsonSide Health using the details below.
| Channel | Details |
|---|---|
| Customer Support Email | [email protected] |
| Grievance Officer | Seema Ghose, Chief Grievance Officer, [email protected] |
| Support Hours | 9:00 AM to 5:00 PM IST |
HudsonSide Health will acknowledge consumer grievances within 48 hours and aim to resolve them within one month from the date of receipt of a complete complaint.
17. Policy Updates
HudsonSide Health may update this policy from time to time to reflect changes in services, operations, payment processes, third-party partner arrangements, or applicable legal requirements. The latest version will be posted on HudsonSide Health’s website or app with the updated effective date.
