1. Partner Subscriptions & Billing Non-Refundability
NearRx operates a software-as-a-service (SaaS) subscription platform for registered pharmacy and diagnostic laboratory partners. Partners choose between our commercial packages: the Quarterly Professional Plan (Rs. 499.00 for 3 months) or the Annual Enterprise Plan (Rs. 999.00 for 1 year). All payments made for partner onboarding and recurring subscription fees are strictly non-refundable, final, and non-prorated. In the event that a partner's dashboard access is suspended, deactivated, or terminated due to a documented policy breach (such as selling expired medicines or falsifying drug license credentials), no refund or credit will be issued for any remaining days of the billing period.
2. Customer Order Cancellation Windows
Customers utilizing the User App to order medicines or book diagnostic tests can cancel their orders under the following parameters: (a) Prescription upload and medicine requests: A customer can cancel their request at any point before a registered local pharmacy partner accepts and prepares the shipment. Once accepted and dispatched, cancellations are blocked; (b) Diagnostic & blood sample collections: Customers can cancel bookings free of charge up to 2 hours before the scheduled home collection time slot. Cancellations made within the 2-hour window are subject to a convenience cancellation fee of Rs. 50.00 to compensate the phlebotomist's transit costs.
3. Return Policy for Pharmaceutical & Medical Products
Under strict pharmaceutical safety and drug guidelines, returns of medicine packages are permitted only under the following conditions: (a) The request for return must be initiated within 7 calendar days of delivery; (b) The medicines must remain in their original, unopened, untampered manufacturer packaging with all sealing strips intact; and (c) Customers must provide a valid receipt or order ID.
Strictly Non-Returnable Categories: For safety and public health reasons, we do not accept returns on temperature-sensitive products (including insulin, vaccines, and injections), customized compound formulas, opened surgical dressings, hygiene items, or any diagnostic kits.
4. Lab Test & Sample Collection Refunds
For diagnostic bookings where the sample collection has been completed by the phlebotomist, no refunds will be provided under any circumstances, regardless of testing delays. If a partner laboratory cancels a scheduled test due to equipment failure, logistical limitations, or technician unavailability, a full refund of the amount paid will be automatically credited back to the user's account.
5. Transaction Processing Timelines
Once a refund is authorized and approved by the NearRx support team, the credits are processed directly back to the original online payment source (credit card, debit card, UPI, or net banking) used during the transaction. Due to gateway processing and interbank clearing times, please allow 5 to 7 business days for the refund to reflect in your bank statement. NearRx is not liable for intermediate transaction delays caused by payment processing gateways or banking networks.
6. Commercial Dispute Resolution & Support Escalations
In case of double billing, incorrect payment processing, or disputes regarding returns and cancellations, please reach out to our billing support desk. You can submit your order receipt and transaction logs to our grievance officer at shubhamnath143@gmail.com. We commit to auditing all commercial disputes and providing a resolution within 48 hours.