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RETURN AND REFUND POLICY
This Return and Refund Policy is issued by Carelencia Healthcare Pvt. Ltd. (“Company”, “we”, “our”, or “WEDO”), operating under the brand name WEDO, to outline the conditions under which returns, replacements, and refunds are accepted when you use our platform or purchase/rent products through our services.
1. General Overview
At WEDO, we aim to provide a transparent and fair return and refund experience for all stakeholders. This policy applies to:
- End Users (B2C)
- Business Clients (B2B)
- Suppliers and Vendors
- Advertisers
- Healthcare Professionals and Service Providers
2. For B2C Users (Patients/Consumers)
2.1 Return Eligibility (Products)
- Health-related products purchased via WEDO may be eligible for return within 2 days of delivery only if:
- The product is damaged, expired, or wrong item delivered.
- The product is unused, in original packaging, and has not been tampered with.
2.2 Non-Returnable Items
- Personal hygiene items, open supplements, injectables, prescription medicines medical disposables and consumables are non-returnable unless damaged or incorrect.
2.3 Refunds (Products)
- Once the return is approved, refunds will be processed within 5–7 working days to the original payment method.
- In case of Cash on Delivery, refund will be via bank transfer or wallet credit.
- Details to be conveyed via registered email.
- Amount for damages to rented products shall be deducted from deposits.
2.4 Service Cancellations (Appointments / Consultations)
- Appointments can be cancelled or rescheduled up to 24 hours in advance.
- Refund eligibility:
- Full refund if cancelled before 24 hours.
- 50% refund if cancelled within 24 hours.
- No refund for no-shows.
3. For B2B Clients (Clinics, Hospitals, Corporates)
3.1 Subscriptions & SaaS Licenses
- Plans can be cancelled within 14 days for a full refund if no services were used.
- Post-trial refunds are not applicable once usage has begun.
3.2 Bulk Order Returns
- Bulk medical equipment or product orders can be returned within 2 days only if items are defective or mis-shipped.
- Refunds will be subject to restocking fees (10-20%).
4. For Suppliers / Vendors
4.1 Return of Supplied Goods
- Returned items from customers must be accepted if proven to be:
- Expired
- Damaged in transit
- Incorrect
- Suppliers are required to initiate a replacement or accept reverse logistics as per WEDO terms.
4.2 Refunds to WEDO
- Any refunds due to WEDO for customer returns will be settled within 10 business days via direct settlement or credit note.
5. For Advertisers
5.1 Campaign Cancellation & Refund
- Ad campaigns can be cancelled before launch for a 100% refund.
- Once a campaign is live:
- No full refund will be provided.
- Partial refunds will be considered only in case of non-delivery of impressions or errors attributable to WEDO.
6. For Healthcare Professionals / Service Providers
6.1 Commission Refunds
- Commissions or service charges deducted on cancelled bookings (by patient) will be refunded in:
- Full, if cancelled before consultation
- Partial, if cancelled within 2 hours of booking
6.2 Dispute Redressal
- In case of disputes (no-shows, dissatisfaction claims), refunds will be processed based on investigation outcome within 7–10 working days.
7. Exceptions
- No refund/return is processed beyond the prescribed time limits.
- Abuse of return/refund policy may result in account suspension.
- Refunds for promotional or free trial services are not applicable.
8. Refund Processing Timeline
| Mode of Payment | Refund Timeframe |
|---|---|
| Credit/Debit Card | 5–7 business days |
| UPI / Wallets | 2–4 business days |
| Bank Transfer | 7–10 business days |
| COD (Bank Refund) | 7–10 business days |
9. Contact for Return/Refund
Please contact hello@wedo.one to initiate a return or refund request.
No verbal communication to be accepted.
