Refund and Cancellation Policy
Cancellation / Rescheduling / Booking Consultations
Consultations can be rescheduled or cancelled free of cost up to 24 hours prior to the start of the appointment involving a video consultation (“ Online Consultation ”) and up to 30 minutes prior to the start of the appointment involving a physical consultation. You are allowed to reschedule an online consultation up to a maximum of three times for free and are allowed to reschedule a physical consultation only once for free.
Refund payments for online consultations or physical consultations made directly on the platform will be processed as documented in the ‘Refunds’ section-2 below.
A flat 25 % cancellation charge will be deducted if the client cancels within 24 hours prior to the start of the scheduled session.
Cancellations within 24 hours of the scheduled session will be allowed without any deductions only if a valid reason for cancellation is provided (this can be availed only once in a month). However, this instance will be at the sole discretion of Sphecho
Cancellation charges of the amount equivalent to one session (100%) would be deducted for a ‘no-show’ (no-show implies the client cancels the session less than 30 minutes before the scheduled timing or doesn’t show up for the session).
All sessions in the monthly package must be completed within 45 days. For a 3-month or 6-month package, the validity will extend for 15 additional days post completion of the said time period. No sessions will be carried forward beyond the period of validity.
If the provider cancels a session due to an emergency 24 hours beforehand, the session can be rescheduled according to the client’s convenience or the session can be carried forward to the next following week.
If the client requests a reschedule 24 hours before the session time, the therapist may consider based on the availability of slots.
If the provider requests a session to be rescheduled, the respective provider is required to reschedule the session within the next 7 days.
If the consultation does not take place due to an unavoidable circumstance (technical issues arising from Sphecho platform, server downtime, natural calamities etc.) the scheduled sessions will be rescheduled.
Refunds
Refunds for all eligible cancellations are issued through our preferred payment method , which was previously utilized at the time of booking.
No cash refunds will be provided.
Refunds cannot be processed to third-party accounts or bank accounts that were not used during bookings.
Refunds will only be made against genuine and trackable cancellation requests.
When required to cancel/reschedule please send us your request through email{' '} contactus@sphecho.com
Refund requests against delays, nature of advice obtained, efficacy of treatment, health outcomes of consultation will not be entertained.
Refunds will be processed in reference to the required .
All communications with regards to refund should be sent to{' '} contactus@sphecho.com
No refund for any eligible cancellation will be processed beyond 6 months of placing a cancellation or return request. However, in exceptional circumstances, you may claim a refund beyond this stipulated period at the sole discretion of Sphecho,. The refunds for such exceptional circumstances will be in the form of “health credits” that you may be able to use for purchase of products and services from across the features available on the Sphecho platform.
Package refunds will be based on Sphecho,.’s package refund policy:
Prior information of cancellation or refund to be requested before 30 days.
Services already availed by the client will no longer be applicable for a refund.
The un-availed services will be refunded post a minimum 50% deduction or beyond and is entirely based on Sphecho’ s service guidelines encapsulating the package operational expenses.
A full refund of payment is applicable after an internal evaluation by Sphecho’ s Internal Review Committee to ascertain genuine and legitimate reasons.
No refunds/cancellation requests shall be entertained in case of services received.
We at Sphecho strive to ensure your satisfaction with our products and services. If you are not entirely satisfied with your purchase, we're here to help.
Refund Eligibility
Products and services eligible for refunds are clearly specified on our website or during the purchase process. Please refer to individual product/service descriptions for eligibility details.
Refund Process
Initiating a Refund: To initiate a refund, please contact our customer support team at contactus@sphecho.com.
Refund Approval: Once your request is received and reviewed, we will notify you of the approval or rejection of your refund.
Refund Issuance: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within [ 5-7 working days]. Please note that processing times may vary depending on your bank or payment provider.
Contact Us
If you have any questions about our Refund Policy, please contact us:
Email: contactus@sphecho.com
Phone: +91 7025322252