Refund & Cancellation Policy
At One Health Assist, we strive to provide the best appointment booking experience for our customers, whether it's for virtual consultations or in-person clinic visits. We understand that there may be instances where you need to cancel your appointment or request a refund. To ensure transparency and clarity, we have established the following refund and cancellation policy:
Cancellation Policy
•If you need to cancel your appointment, please notify us at least 24 hours before the scheduled start time. You can do this by accessing your booking details within the mobile app.
•Cancellations made in less than 24 hours will not be refunded.
•In case of unforeseen circumstances or emergencies, we understand that last-minute cancellations may be unavoidable. Please contact our customer support team as soon as possible to discuss your situation.
•The customer can cancel the order for the product until OneHealthAssist ships it. Orders once shipped cannot be cancelled.
•OneHealthAssist reserves the right to refuse or cancel an order at its sole discretion in circumstances including but not limited to suspected misuse, regulatory restrictions, lack of availability, or failure to meet our order and safety guidelines.
Medicine Return Conditions
•If you are unsatisfied with the service provided during your appointment, please contact our customer support team within 24 hours of the appointment to discuss your concerns and eligibility for a refund.
•Refund eligibility will be determined on a case-by-case basis, taking into consideration factors such as the nature of the issue and the customer's satisfaction.
•If a refund is approved, it will be processed within 7 working days using the original payment method.
•Product(s) delivered do not match your order;
•Product(s) delivered are past or near expiry (medicines with less than 3 months are considered near expiry);
•Product(s) delivered were damaged in transit (do not accept products with tampered seals);
•If the product is damaged and accepted, it may be returned for a refund. Replacement is subject to availability.
•Raise a return request within 72 hours of delivery. OneHealthAssist may cancel the request if made after 72 hours.
•Upon receiving your return request, OneHealthAssist will verify its authenticity. Refunds are initiated only after vendor confirmation.
•False complaints may lead to legal action and you may be liable for incurred costs.
Non-Refundable Situations
•Late cancellations (less than 24 hours before).
•No-shows without prior notice.
•Incomplete/inaccurate info provided during booking.
•Wrong ordering, prescription changes, opened or tampered products, etc.
Category of Non-Returnable Product: The following are non-returnable:
| Categories | Type of Products |
|---|---|
| Baby Care | Bottle Nipples, Breast Nipple Care, Breast Pumps, Diapers, Ear Syringes, Nappy, Wet Reminder, Wipes and Wipe Warmers |
| Food and Nutrition | Health Drinks, Health Supplements |
| Healthcare Devices | Bottle Nipples, Breast Nipple Care, Breast Pumps, Diapers, Ear Syringes, Nappy, Wet Reminder, Wipes and Wipe Warmers |
| Healthcare Devices | Glucometer Lancet/Strip, Healthcare Devices and Kits, Surgical, Health Monitors |
| Sexual Wellness | Condoms, Fertility Kit/Supplement, Lubricants, Pregnancy Kits |
| Temperature Controlled and Speciality Medicines | Vials, Injections, Vaccines, Penfills and any other Product, requiring cold storage, or medicines that fall under the category of speciality medicines. |
| Personal Care | Oral Care (Toothbrushes, toothpastes, mouthwashes etc.); Feminine Hygiene (Sanitary Pads, Panty Liners, Menstrual Cups etc.); Shaving and Hair Removal (Men's Shaving – Razors, Blades, Shaving Foams, Brushes etc.; Men's Beard Care – Beard Oil, Beard Serum etc.; Women's Hair Removal – Wax Strips, Creams, Razors etc. |
| Family Nutrition | Infant Baby Food, Toddlers' and Kids' Health Drink |
| Vitamin and Mineral Supplements | Core Letter Vitamins, Multi-Vitamin |
| Health Care Product | Ayurveda Products, Pain Relief Products, Herbal Supplements, Medical Supplies, Adult Diapers, COVID masks (N95, surgical masks and others if unpacked) |
| Others | Any wearable (COPD vest, bandages, bandage, knee caps) and any item (solid, gel, aerosol) which may have been partially used |
Virtual Appointment-Specific Policies
•Please ensure a stable internet connection. Issues on your side are not eligible for refund.
•If technical difficulties arise on our side, we may reschedule or refund the appointment.
Clinic Appointment-Specific Policies
•Please arrive at least 15 minutes early to complete any paperwork.
•We will try to accommodate delays. Excessive delays may lead to rescheduling.
Medicine Return Process
•Raise a return request at www.onehealthassist.com/contact-us
•One Health Assist customer care team will verify the claim made by the customer within 72 (seventy-two) business hours from the time of receipt of complaint.
•Once the claim is verified as genuine and reasonable, One Health Assist will initiate the collection of product(s) to be returned.
•The customer will be required to pack the product(s) in original manufacturer's packaging.
Medicine Refund Process
•For refund of eligible medicine subscription will credit remaing/unused amount into OneHealthAssist wallet and usable inside OneHealthAssist platform.
•Refunds for other normal medicine eligible order returns or cancellations are issued through the payment method used at the time of purchase, except for cash payments made under the Pay on Delivery mode of payment.
•Refunds for cash on delivery orders shall be reflecting in your OneHealthAssist wallet or fund transfer to customer bank account.
•Refund will be completed within 30 (thirty) days from date of reverse pick up (if required).