Refund Policy

Definitions

• DrArpana.com – Homeopathy (“DrArpana.com”, “we”, “us”) is the business that runs this website and provides the consultations and medicines.
• Order means a purchase made on this website: a plan (consultation with medicines) or a consultation without medicines.
• Consultation means the video consultation or clinic appointment with Dr. Arpana Samanta that is part of an order.
• Dispatched means handed over to the courier or postal service for delivery to you.

Cancelling an Order

DrArpana.com reserves the right to refuse/cancel any order. DrArpana.com at its sole discretion may cancel any order(s):

1. If it suspects a fraudulent transaction, or
2. If it suspects a customer has undertaken a transaction which is not in accordance with the Terms of Use or
3. If an Indian-rupee plan has been booked for a patient residing outside India and the difference to the international price is not paid, as set out in the Terms and Conditions, or
4. For any reason outside the control of the DrArpana.com including causes for delivery related logistical difficulties.

Refunds and Cancellations

Refund/cancellation policies applicable in the following conditions:

1. In case, the patient cancels the order 24 hours before the consultation, 100% of the order amount will be refunded.
2. In case consultation has been provided but medicines have not yet been dispatched, the order can still be cancelled. The consultation charge, which is 50% of the order amount, is deducted and the remaining 50% is refunded.
3. In case consultation has been provided and medicines have been dispatched, the order cannot be cancelled and there will be no refund. If the parcel is lost or the medicines arrive damaged, they are replaced as described under “Lost or Damaged Parcels” below.
4. In case of failed transactions or double realization of account for the same order, the extra deducted amount will be refunded.
5. In case of cancelled order/failed transactions, the bank/card transaction charges of the buyer, if any, are not refunded.
6. Refunds are processed within 5-7 working days. The time your bank or card issuer takes to show the amount in your account is outside our control.
7. Refund is not applicable to orders placed using a discount code, coupon code or special promotional offer, except where the rule on failed or double payments above applies.

Each refund request is reviewed by DrArpana.com, and decisions are made in good faith after checking the order.

Lost or Damaged Parcels

If your parcel is lost in transit, or the medicines arrive damaged and cannot be used, we will resend the medicines. This is a replacement, not a refund. So that we can check each case quickly and fairly, please:

• write to support@drarpana.com within 48 hours of the delivery date (for a parcel that has not arrived, within 7 days of the expected delivery date);
• give your name and order details, and send clear photos of the parcel and of the damaged medicines;
• keep the packaging and the medicines until we confirm the replacement.

Replacement does not apply to medicines that have been used, partly used or finished, or that were damaged after delivery. We may ask for more details.

Changes to this Policy

The Refund Policy may change from time to time. Changes apply to orders placed after the updated policy is published on this website.

Contacting Us

If you would like to contact us concerning any matter relating to this Refund Policy, you may do so by email to support@drarpana.com. The refund request is to be raised within 7 days of Consultation. No refund request will be entertained after 7 days of Consultation. The refund will be processed within 5-7 working days.

Complaints

If you are not satisfied with how your request has been handled, write to support@drarpana.com with the subject “Grievance”. We acknowledge complaints within 48 hours and aim to resolve them within 30 days.