Refund & Cancellation Policy

1. Overview

This Refund and Cancellation Policy outlines the terms and conditions for refunds and cancellations of services and payments at Bhalo-Basa Bridhabas. We strive to be fair and transparent in all our dealings while maintaining the sustainability of our healthcare services.

Please read this policy carefully before making any payments or commitments. By making a payment or booking our services, you agree to the terms outlined in this policy.

2. Admission Fees and Deposits

2.1 Admission Deposit

An admission deposit is required to secure a place at our facility. This deposit is:

• Refundable: If admission is cancelled before the resident moves in, subject to a processing fee of 10% or ₹5,000 (whichever is lower)
• Non-refundable: After the resident has moved in and services have commenced
• Adjustable: The deposit may be adjusted against final settlement upon discharge

2.2 Registration Fees

Registration and administrative fees are non-refundable as they cover the cost of processing applications, assessments, and administrative setup.

3. Monthly Care Fees

3.1 Advance Payment

Monthly care fees are typically paid in advance. Refund eligibility depends on the timing of discharge or cancellation:

• Before 10th of the month: 50% refund of the monthly fee
• After 10th of the month: No refund for that month
• Pro-rata calculation: Not applicable; fees are charged on a monthly basis

3.2 Notice Period

A 30-day written notice is required for voluntary discharge. If proper notice is not provided, one month's fee will be forfeited.

4. Medical and Additional Services

4.1 Medical Services

Charges for medical services, medications, and treatments are non-refundable once services have been rendered or medications have been dispensed.

4.2 Additional Services

Fees for additional services such as physiotherapy, special dietary requirements, or recreational activities are non-refundable once the service has been scheduled or provided.

5. Bill Payments

5.1 Online Bill Payments

Payments made through our online payment system for outstanding bills are generally non-refundable. However, refunds may be considered in the following circumstances:

• Duplicate payment made in error
• Incorrect amount charged due to system error
• Payment made for services not rendered

5.2 Refund Process for Bill Payments

To request a refund for bill payments:

• Contact our billing department within 7 days of payment
• Provide payment receipt and order ID
• Explain the reason for refund request
• Refunds will be processed within 10-15 business days after approval

6. Donations

6.1 General Policy

Donations made to Bhalo-Basa Bridhabas are generally non-refundable as they are voluntary contributions to support our mission and services.

6.2 Exceptions

Refunds for donations may be considered only in the following cases:

• Duplicate donation made in error within 48 hours
• Incorrect amount entered due to technical error
• Unauthorized transaction (subject to verification)

Refund requests for donations must be made within 7 days of the transaction.

7. Cancellation Policy

7.1 Pre-Admission Cancellation

If you need to cancel before admission:

• More than 30 days before admission: Full refund minus 10% processing fee
• 15-30 days before admission: 75% refund
• 7-14 days before admission: 50% refund
• Less than 7 days before admission: 25% refund

7.2 Visit Booking Cancellation

For scheduled facility visits or consultations:

• More than 24 hours before: Free cancellation or rescheduling
• Less than 24 hours before: Cancellation fee may apply
• No-show: Full fee forfeited

7.3 Post-Admission Discharge

For residents wishing to leave the facility, a 30-day written notice is required. Refunds will be processed according to the terms outlined in Section 3 of this policy.

8. Payment Gateway Failures

In case of payment gateway failures or technical issues:

• If payment is deducted but transaction fails, refund will be processed automatically within 5-7 business days
• If automatic refund doesn't occur, contact us with transaction details
• We are not responsible for bank charges or currency conversion fees

9. Refund Process

9.1 How to Request a Refund

To request a refund:

1. Contact our billing department via email or phone
2. Provide your payment receipt, order ID, and reason for refund
3. Submit any supporting documentation if required
4. Wait for review and approval (typically 3-5 business days)

9.2 Refund Timeline

Once approved, refunds will be processed as follows:

• Online payments: 10-15 business days to original payment method
• Bank transfers: 7-10 business days
• Cash payments: Immediate upon approval (during business hours)

9.3 Refund Method

Refunds will be processed through the original payment method. If this is not possible, alternative arrangements will be made in consultation with you.

10. Special Circumstances

10.1 Medical Emergency Discharge

If a resident must be discharged due to medical emergencies requiring hospitalization or specialized care beyond our capabilities, refunds will be calculated on a pro-rata basis for unused days.

10.2 Facility Closure

In the unlikely event of facility closure or inability to provide services, full refunds will be provided for unused periods.

10.3 Force Majeure

In cases of force majeure events (natural disasters, pandemics, government orders), refund terms will be evaluated on a case-by-case basis with consideration for both parties.

11. Non-Refundable Items

The following are strictly non-refundable:

• Registration and administrative fees
• Medical services already rendered
• Medications dispensed
• Consumables and supplies used
• Third-party service charges
• Late payment penalties

12. Disputes and Appeals

If you disagree with a refund decision:

1. Submit a written appeal to the facility administrator within 15 days
2. Provide detailed explanation and any additional supporting documents
3. The appeal will be reviewed by senior management
4. You will receive a response within 10 business days
5. The decision of senior management will be final

13. Changes to This Policy

We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. Existing commitments will be honored under the terms in effect at the time of payment.

14. Contact Information

For refund requests or questions about this policy, please contact: