LUNIQ Health Refund & Cancellation Policy

Effective Date: July 15, 2026 | Applies to all bookings and equipment orders made via Luniq This Refund & Cancellation Policy explains how refunds, cancellations, and rescheduling are handled for service bookings and equipment orders (rental or purchase) made through Luniq.

1. Scope

This policy applies to: (a) Instant and Appointment service bookings made with a Provider, and (b) Equipment rental and purchase orders made with a Provider/vendor listed on Luniq.

2. Service Bookings – Instant

• Refund allowed: payment was successful but the service could not be initiated due to a platform/technical issue.
• Refund allowed: duplicate payment caused by a technical error.
• No refund once the Provider has begun delivering the service (e.g., a tele-consultation has started).

3. Service Bookings – Appointment

• Cancelled by the Customer with reasonable notice before the scheduled slot: full refund.
• Cancelled by the Customer close to the scheduled slot, or a Customer no-show: no refund.
• Cancelled or missed by the Provider: full refund, or the Customer may choose to reschedule at no extra cost.

4. Equipment – Rental

• Cancelled before dispatch/pickup: full refund.
• Cancelled after the equipment has been dispatched or delivered: a logistics/restocking charge may apply.
• No refund for the rental period already used.
• Any security deposit collected is refunded after the equipment is returned in working condition, subject to a damage assessment by the Provider/vendor.

5. Equipment – Purchase

• Cancelled before dispatch: full refund.
• Return after delivery: permitted only for a manufacturing defect or an incorrect item delivered, within a defined return window, subject to the Provider/vendor's specific return policy stated on the listing.
• General change-of-mind returns are not available for purchased medical equipment once delivered.

6. Non-Refundable Conditions

No refund will be provided where: • The service has been delivered (consultation completed, lab test conducted, medicine dispensed) • The rental period has been completed, or purchased equipment has been used • The Customer simply decides not to continue after a service has started • The request is based solely on dissatisfaction with a medical outcome, rather than a failure to deliver the booked service

7. Cancellation Policy

• Bookings and equipment orders can be cancelled before the service is confirmed/delivered, or before equipment is dispatched, through the Luniq app or official support channels.
• Once a Provider marks a service as delivered, or equipment has been dispatched (subject to Section 4 for rentals), cancellation is no longer available.

8. Refund Process

• Approved refunds are processed within 7–10 working days.
• Refunds are credited to the original payment method.
• Luniq is not responsible for delays caused by banks or payment gateways.

9. Service & Equipment Consolidation

Bookings and equipment orders are non-transferable and non-convertible. Unused services or rental time cannot be converted to cash, transferred to another user, or carried forward beyond their validity. Consolidation of bookings across plans or users is not permitted.

10. Exception Handling

In rare cases, Luniq may review refund requests arising from genuine medical emergencies or system/operational failures. Such requests are evaluated at Luniq's discretion and are not guaranteed.

11. Fraud & Misuse

Refund requests arising from misrepresentation, fraudulent claims, or abuse of services or equipment rentals will be rejected, and platform access may be terminated without refund.

12. Policy Changes

Luniq reserves the right to modify this policy at any time. Updated versions will be published on the website/app.

13. Contact for Refund Requests

Luniq Health Pvt. Ltd. Phone: 9108 998 921 | Email: support@luniqhealth.com