1. Introduction & Scope
This policy governs cancellations, refunds, and dispute resolutions for services booked via the Cannulix platform (App/Website). It applies to home nursing, physiotherapy, lab tests, and doctor consultations in the Hanumangarh region.
Exclusions: Emergencies are not covered under this policy. In case of a medical emergency, please proceed directly to a hospital.
2. Eligibility for Refunds
Refunds are generally decided by the Service Provider's terms, with Cannulix verifying the facts. You may be eligible for a refund or non-payment if:
- Provider No-Show: The assigned nurse/doctor failed to arrive at the scheduled time.
- Service Not Provided: The specific service (e.g., IV Drip) could not be completed due to provider error.
- Quality Issues: Significant hygiene or procedural errors (requires evidence like photos/timestamps).
User Responsibility: You must notify Cannulix Support within 24 hours of the incident. False claims may lead to account suspension.
3. Cancellation Policy
We understand plans change. Our cancellation rules are designed to be fair to both patients and providers:
| Scenario | Policy / Action |
|---|---|
| User Cancels (>30 mins before) | Free Cancellation. No questions asked. |
| User Cancels (<30 mins before) | Provider may charge a partial fee/visiting charge for time blocked. |
| Provider On-Site Cancellation | If the provider reaches your doorstep and you cancel, a Visiting Fee (₹100-₹200) is payable directly to them. |
| Platform/Provider Cancels | If we cannot find a match or the provider cancels, zero charges apply. |
* "No-Show" Policy: If a user is unavailable 15 mins past the booking time, it is treated as a User Cancellation.
4. Refund Facilitation Process
Since payments are often made via Cash or UPI directly to the provider, Cannulix facilitates the refund process as follows:
-
Step 1: Request
Submit a request via our Contact Form or WhatsApp with your Booking ID and proof (photos/chats). -
Step 2: Mediation (48 Hours)
Cannulix reviews the evidence, consults the Service Provider, and facilitates an agreement. -
Step 3: Settlement
If approved, the Provider is instructed to reverse the payment (Cash/UPI) within 7 business days. Cannulix tracks this to completion.
5. Types of Resolutions
- Full Refund: For unfulfilled services (e.g., Lab test sample not collected). Excluding used consumables.
- Partial Refund: For incomplete services (e.g., Nursing shift ended early). Negotiated based on hours worked.
- Non-Monetary Resolution: For minor platform inconveniences (e.g., wrong lead details), we may offer priority booking status or waive future service fees.
6. Disputes & Exceptions
Non-Refundable Items:
- Used medical consumables (syringes, opened kits, bandages).
- Service completed without objection at the time of delivery.
Medical Results: No refunds are issued for medical outcomes (e.g., test results) unless a procedural error occurred.
Force Majeure: No refunds for delays caused by uncontrollable events (e.g., heavy rains, strikes) affecting provider arrival.
7. Grievance Redressal
In accordance with Consumer Protection (E-Commerce) Rules, if your dispute is not resolved via standard support, you may escalate it:
Submit a formal complaint to support@cannulix.in. We acknowledge receipt within 24 hours and aim to mediate a resolution within 15 days.
If unresolved, users retain the right to approach the appropriate Consumer Forum. Cannulix will provide all booking records to assist legal proceedings.
8. Amendments & Jurisdiction
Updates: This policy is subject to change. Continued use of Cannulix after updates constitutes acceptance.
Governing Law: All disputes are subject to the exclusive jurisdiction of the courts in Hanumangarh, Rajasthan.
9. Contact Us
We are committed to fair facilitation and building trust.
gocannulix@gmail.com
+91-9351263742
© 2026 Cannulix Healthcare.