Refund & Cancellation
Last updated: 9 July 2026
This Cancellation & Refund Policy (“Policy”) governs the cancellation, rescheduling, refund, and related matters concerning healthcare and allied support services provided by JH ONNCALL Private Limited (“Company”, “We”, “Us”, or “Our”).
By booking any service through our website, mobile application, customer support, WhatsApp, or any authorized booking channel, you agree to be bound by this Policy.
1. Purpose
The purpose of this Policy is to establish a fair, transparent, and consistent framework for cancellation, rescheduling, and refund requests while ensuring efficient allocation of healthcare professionals and operational resources. .
2. Scope
This Policy applies to all services offered by the Company, including but not limited to:
- Home Nursing Services
- Caregiver / Attendant Services
- Elder Care Services
- Physiotherapy at Home
- Doctor Visit Coordination
- Diagnostic Sample Collection
- Medical Equipment Support
- Home Healthcare Packages
- Subscription Plans
- Any other healthcare services introduced by the Company
3. Definitions
- Booking means a confirmed request for any service offered by the Company.
- User means any patient, customer, legal guardian, family member, or authorized representative booking or using the Company’s services.
- Refund means repayment of eligible amounts approved by the Company in accordance with this Policy.
- Rescheduling means changing the confirmed date or time of a booked service, subject to availability.
4. Cancellation by the User
- A User may cancel a confirmed booking by contacting the Company through its authorized communication channels.
- Cancellation requests shall become effective only after acknowledgement by the Company.
5. Cancellation Charges
The following cancellation charges shall generally apply:
- More than 24 hours before the scheduled service: Eligible for a full refund after deduction of applicable payment gateway and administrative charges.
- Within 24 hours before the scheduled service: Up to 50% of the service charges may be deducted.
- After healthcare personnel have been assigned, dispatched, or have arrived at the service location: Up to 100% of the applicable service charges may be retained by the Company to cover operational costs.
The Company reserves the right to modify these charges for specialized or customized healthcare services, provided such changes are communicated before booking confirmation.
6. Rescheduling of Services
Users may request rescheduling of services, subject to:
- Availability of healthcare professionals.
- Operational feasibility.
- Nature of the healthcare service.
The Company shall make reasonable efforts to accommodate such requests but does not guarantee availability on the preferred revised date or time.
Repeated rescheduling requests may attract additional charges or may require a fresh booking.
7. Cancellation by the Company
The Company reserves the right to cancel or reschedule a booking in circumstances including, but not limited to:
- Non-availability of healthcare personnel.
- Unsafe service location.
- Natural disasters or force majeure events.
- Medical or operational emergencies.
- Incorrect or incomplete information provided by the User.
- Non-payment or failed payment verification.
- Any circumstance that may compromise patient or staff safety.
Where cancellation is initiated by the Company before commencement of service, the User may be offered an alternative appointment or an eligible refund.
8. No-Show Policy
- If the User or patient is unavailable at the scheduled location and time without prior notice, the booking may be treated as a “No-Show.”
- In such cases, the Company may retain the applicable service charges and no refund shall ordinarily be payable.
9. Non-Refundable Charges
The following amounts shall ordinarily be non-refundable:
- Consultation charges already utilized.
- Services already rendered.
- Emergency booking charges.
- Staff mobilization or dispatch charges.
- Consumables used during service.
- Payment gateway processing fees.
- Government taxes already deposited.
10. Refund Process
- Eligible refunds shall be initiated only after verification by the Company.
- Refunds shall generally be processed within 5 to 7 working days from the date of approval.
- The actual credit timeline shall depend upon the User’s bank, card issuer, payment gateway, or financial institution.
11. Failed or Delayed Refunds
- If a refund has been approved but is not received within the expected timeframe, the User should contact the Company with the transaction reference details.
- The Company shall assist in coordinating with the payment service provider; however, it shall not be liable for delays attributable to banks or third-party payment processors.
12. Long-Term Care Plans and Subscription Services
For long-term nursing, caregiver, or subscription-based healthcare plans:
- Refund eligibility shall depend upon the specific service agreement or package terms.
- Services already utilised shall be charged on a proportionate basis.
- Administrative and operational costs may be deducted before processing any eligible refund.
13. Fraudulent or Misleading Bookings
The Company reserves the right to reject any refund request where it reasonably believes that:
- False information was provided.
- The booking was made fraudulently.
- Payment was unauthorized.
- The User intentionally misused the Company’s services.
The Company may also suspend future bookings and take appropriate legal action where necessary.
14. User Responsibilities
The User agrees to:
- Review service details before confirming the booking.
- Notify the Company promptly regarding cancellation or rescheduling.
- Provide accurate information for refund processing.
- Cooperate during verification of refund claims.
Failure to comply with these responsibilities may affect eligibility for cancellation or refund.
15. Limitation of Liability
- The Company shall not be liable for any indirect, consequential, incidental, or special losses arising from cancellation or refund-related matters.
- The Company’s total liability, if any, shall not exceed the amount actually received by the Company for the specific booking giving rise to the claim.
16. Force Majeure
The Company shall not be responsible for cancellation, delay, or inability to provide services due to circumstances beyond its reasonable control, including natural disasters, epidemics, strikes, government restrictions, transportation disruptions, internet failures or other force majeure events.
17. Policy Amendments
- The Company reserves the right to amend or update this Policy at any time.
- The revised Policy shall become effective upon publication on the Company’s official website.
18. Governing Law and Jurisdiction
- This Policy shall be governed by the laws of India.
- Any dispute arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts at Thane, Maharashtra.
19. Contact Us
JH ONNCALL Private Limited
Registered Office: Airoli, Navi Mumbai, Maharashtra, India
Email:
Customer Support:
Website:
Declaration
By booking any service with JH ONNCALL Private Limited, the User acknowledges that they have read, understood, and agreed to this Cancellation & Refund Policy and accept the terms governing cancellation, rescheduling and refund of services.