Cancellation & Dispute Policy

1. Introduction & Scope

IMPORTANT DISCLAIMER: Cannulix acts exclusively as a Lead Generation and Booking Facilitator. We do not collect, hold, or process any payments on our platform. Users pay the independent Service Provider (Nurse/Lab/Doctor) directly in cash or via UPI after the service. Therefore, Cannulix does not issue direct financial refunds, but acts as a strict Mediator to resolve disputes.

This policy governs cancellations and dispute resolutions for services requested 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 platform. In case of a medical emergency, please proceed directly to the nearest hospital.

2. Zero Payment Platform & Liability

Because our platform is 100% free to use for patients and we do not collect upfront payments, traditional "Refunds" do not apply. However, we ensure quality control through strict provider guidelines.

Direct Transactions: Any financial transaction is strictly between you (the patient) and the Service Provider.
Post-Service Payment: We highly recommend paying the provider only after the service is satisfactorily completed or the lab sample is successfully collected.
Overcharging: If a provider demands more than the estimated cost shown on our platform without a valid medical reason (e.g., extra consumables requested by you), do not pay the excess amount and contact our support immediately.

3. Cancellation Rules

We understand plans change. Our cancellation rules are designed to be fair to both patients and the medical professionals traveling to your home:

Scenario	Policy / Expected Action
User Cancels (Before Provider is Dispatched)	100% Free. You can cancel instantly via the app or call without any penalty.
User Cancels (Provider is En-Route)	Please inform us immediately. Frequent cancellations while providers are traveling may result in your account being flagged.
Provider Arrives at Doorstep & User Cancels	As an ethical courtesy for the provider's fuel and time, a Visiting Fee (₹100-₹200) should be paid directly to the provider.
Platform/Provider Cancels	If we cannot match you with a provider, or the provider cancels due to an emergency, you will be notified immediately at zero cost.

* "No-Show" Policy: If a user is completely unreachable 15 mins past the scheduled arrival time, the provider will leave, and it will be treated as a Doorstep Cancellation.

4. Dispute & Mediation Process

If you are dissatisfied with a service or believe you were wrongfully charged by a provider, Cannulix steps in to mediate the issue:

Step 1: Report the Issue
Notify Cannulix Support within 24 hours of the incident via WhatsApp or Email, providing your Booking ID and any relevant proof (e.g., photos of incomplete work, payment screenshots).
Step 2: Investigation (48 Hours)
Our team will freeze the provider's account temporarily, review your evidence, and take a statement from the Service Provider.
Step 3: Action & Settlement
If the provider is found at fault, Cannulix will instruct them to reverse the payment to your UPI/Bank. We track this process to completion.

5. Resolution Outcomes

Based on our mediation, resolutions may include:

Facilitated Money Reversal: The provider agrees to refund the service charge directly back to you via UPI/Cash.
Free Re-visit / Rework: Another verified provider is sent to complete the service properly at no additional service cost to you.
Provider Suspension: In cases of severe misconduct, overcharging, or refusal to return wrongfully taken money, the provider is permanently banned from the Cannulix network.

6. Exceptions & Limitations

Non-Disputable Charges:

Used medical consumables (e.g., opened IV sets, syringes, bandages purchased from the provider).
Services that were fully completed and accepted without objection at the time of delivery.

Medical Outcomes: Cannulix does not mediate disputes regarding specific medical outcomes (e.g., body response to an injection, or the actual results of a lab test) unless there is clear proof of gross procedural negligence by the provider.

Force Majeure: Delays caused by uncontrollable events (e.g., heavy rains, local strikes) affecting provider arrival times cannot be disputed for compensation.

7. Grievance Redressal

If your dispute is not resolved via our standard support channel, you may escalate your complaint:

Grievance Mechanism:
Submit a formal complaint to support@cannulix.in. We acknowledge receipt within 24 hours and aim to resolve the grievance within 15 days.

Because Cannulix acts as an aggregator, any unresolved legal disputes regarding service quality must ultimately be addressed directly with the Service Provider. Cannulix will fully cooperate with authorities by providing all booking and KYC records of the provider.

8. Amendments & Jurisdiction

Updates: This policy is subject to change as our platform evolves. Continued use of Cannulix after updates constitutes acceptance of the new terms.

Governing Law: All platform-related disputes are subject to the exclusive jurisdiction of the courts in Hanumangarh, Rajasthan.

9. Contact Us

We are committed to maintaining a safe, transparent, and fair environment for all our users.