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Cancellation and Refund Policy

1. Subscriptions (Digital Clinics, Health Plans, Programs)

  • Cancellation: Users may cancel monthly subscriptions anytime via the app’s account settings, effective at the end of the current billing cycle. Annual subscriptions can be canceled within 14 days of purchase for a full refund or anytime with a prorated refund for unused months.

  • Refunds: Full refunds for monthly subscriptions if canceled within 7 days of initial purchase, provided no consultations or plans have been used. Prorated refunds for annual subscriptions after 14 days, minus used services (e.g., consultations at $20 each). No refunds after 90 days.

  • Process: Submit cancellation via app; refunds processed via PhonePe within 7-10 business days.

2. Digital Clinic Consultations

  • Cancellation: Free cancellation or rescheduling up to 24 hours before a scheduled consultation. Cancellations within 24 hours incur a 50% fee; no-shows are non-refundable.

  • Refunds: Full refunds for technical issues (e.g., Sockets.io connection failure) if reported within 24 hours. Refunds processed via PhonePe within 7-10 days.

  • Process: Manage via app’s appointment dashboard; contact support for disputes.

3. Marketplace Purchases

  • Cancellation: Cancel unshipped orders within 24 hours for a full refund. After shipping, returns accepted within 14 days for unused, unopened products (user pays return shipping).

  • Refunds: Full refunds for defective or incorrect items (Nostavia covers return shipping). Refunds processed via PhonePe within 7-10 days after return receipt.

  • Process: Initiate via app’s order history; track returns via integrated logistics API.

4. Exceptions

  • Non-Refundable Services: Personalized health plans or programs accessed (e.g., downloaded PDFs, AI-generated content) are non-refundable due to customization.

  • Force Majeure: No refunds for service disruptions due to unforeseen events (e.g., natural disasters), but credits may be offered.

  • Disputes: Contact support@nostaviahealth.com; resolved within 14 days per India’s consumer laws.

Implementation:

  • App Integration: Use React Native for in-app cancellation/refund UI, NodeJS for backend logic, MongoDB Atlas for transaction records, PhonePe SDK for refund processing, and Sockets.io for real-time support chat.

  • Transparency: Policy displayed at signup, in app settings, and on nostaviahealth.com, with email confirmations for cancellations/refunds.

  • Compliance: Adheres to India’s Consumer Protection Act, 2019, and Digital Health Mission guidelines, with GDPR-compliant data handling.

Contact: nostaviahealth@gmail.com or +919598320559 for assistance.

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