At GoDialysis, we understand that living with Chronic Kidney Disease (CKD) requires flexibility. However, to ensure that our clinical resources, technicians, and dialysis machines are utilized efficiently to serve all patients, we have established the following Cancellation and Refund Policy.

By booking a service on www.godialysis.org or the GoDialysis Mobile Application, you agree to the terms outlined below.

1. Cancellation Policy

A. In-Center Dialysis (Hospital/Clinic)

• Standard Cancellation: Cancellations made more than 4 hours before the scheduled slot will incur no cancellation fee.
• Late Cancellation: Cancellations made within 4 hours of the scheduled slot will incur a "Slot Reservation Fee" of ₹500.
• No-Show: If a patient does not arrive within 30 minutes of their scheduled time without prior notice, the session will be marked as a "No-Show," and 50% of the session base fee will be charged.

B. Home Hemodialysis & Mobile Dialysis Van

• Logistics Window: Because these services involve technician dispatch and equipment mobilization, cancellations must be made at least 12 hours in advance.
• Late Cancellation (within 12 hours): A fee of ₹1,000 will be charged to cover logistics and technician opportunity costs.
• On-Doorstep Cancellation: If the technician reaches the patient's location and the session is cancelled due to patient unavailability or an unhygienic environment (as per Safety Protocols), the Full Convenience Fee + 50% of the Session Fee will be non-refundable.

C. Teleconsultation

• Cancellations made up to 1 hour before the appointment are eligible for a full refund or free rescheduling.
• Cancellations made within 1 hour are non-refundable.

2. Refund Policy

A. Pay-Per-Session Refunds

• Eligible refunds for cancelled sessions (minus applicable cancellation fees) will be processed back to the original payment source (UPI, Credit/Debit Card, Net Banking).
• Processing Time: Refunds typically reflect in your account within 7 to 10 business days, subject to your bank's policies.

B. Subscription Plans (Basic/Priority/Premium)

• Monthly Subscriptions: Subscription fees are generally non-refundable once the first session of the month has been utilized or after 7 days of purchase.
• Pause Feature: Patients may "Pause" their subscription for up to 15 days in case of hospitalization or travel, provided a 48-hour notice is given.
• Prorated Refunds: Refunds for the remaining balance of a subscription will only be considered in the event of a patient’s permanent relocation to a city where GoDialysis does not operate or due to clinical advice (e.g., transplant), supported by medical documentation.

C. Medicines and Consumables

• Unopened Items: Refunds are applicable for pharmacy items only if they are returned in original, tampered-proof packaging within 24 hours of delivery.
• Clinical Items: Single-use consumables (Dialyzers, Tubing) are non-refundable once the sterile seal is broken or if the technician has initiated the priming process.

3. Special Circumstances

A. Service Failures by GoDialysis

If a session is cancelled by Sradya Lifecare Pvt Ltd or our Partner Hospital due to technical failure (machine breakdown, RO plant issues, or technician unavailability), the patient is entitled to:

1. A 100% Refund of the session fee.
2. Priority rescheduling for the next available slot.
3. GoDialysis will not be liable for any consequential losses or medical complications arising from such technical delays.

4. How to Request a Refund

To initiate a cancellation or refund request, please use one of the following channels:

• App: Go to "My Bookings" > Select Session > "Cancel/Reschedule."
• Email: support@adyalifecare.org (Mention Booking ID).
• Hotline: +91 9811662099 (Available 24/7).

5. Modifications

Sradya Lifecare Pvt Ltd reserves the right to modify these terms. Continued use of the platform after changes constitutes acceptance of the new policy.