Refund & Cancellation Policy

This policy explains when you can cancel an order and how refunds work on Aushvar (operated by Enbod Technologies Private Limited). It covers medicine orders, lab test bookings and doctor consultations. Because medicines are involved, some safety-based limits apply. This policy forms part of our Terms of Service.

1. Cancelling a medicine order

You can cancel an order yourself, free of charge, from the app before the pharmacy has packed and sealed it — i.e. while it is in the Placed, Accepted, or Being packed state.

• Once an order is sealed and handed to a delivery partner, it can no longer be cancelled in-app. If you no longer want it, you may decline it at the door and it will be returned to the pharmacy.
• If a prescription cannot be verified, or the pharmacist declines an item on legal or safety grounds, the affected item (or the whole order) is cancelled and any prepaid amount for it is refunded in full.
• We may cancel an order if items become unavailable, the address is not serviceable, payment is not confirmed, or we detect fraud or misuse — with a full refund of anything prepaid.

2. Refund methods & timelines

• UPI / cards / online payments: refunded to your original payment method. Once approved, refunds are initiated within 24–48 hours and typically reflect in your account within 5–7 business days, depending on your bank or UPI provider.
• Aushvar wallet / store credit (where offered): credited instantly and usable on your next order.
• Cash on delivery (COD): no payment is taken until delivery, so a cancellation before delivery means there is nothing to refund. If a COD refund becomes due (e.g. you were overcharged), it is paid to your UPI/bank account or wallet after verification.

We will keep you updated on refund status in the app, and you can see it under the relevant order.

3. Wrong, damaged, expired or missing items

If you receive an item that is incorrect, damaged, expired, or missing from your order, report it via “Report an issue” on that order (ideally within 48 hours of delivery, with a photo where relevant). After verification with the pharmacy, we will arrange a replacement or a full refund of the affected items, and a return pickup where required. You will not be charged for a return that arises from our or the pharmacy's error.

4. Partial refunds

Where only part of an order is affected — for example one item is out of stock, declined on the prescription, or delivered incorrectly — we refund the value of the affected item(s) and you keep the rest. Any delivery fee is refunded if the entire order is cancelled by us or the pharmacy.

5. Returns of medicines (safety limits)

For health and safety reasons, and in line with pharmacy regulations, medicines that have been correctly dispensed and delivered generally cannot be returned, taken back into stock, or resold. This means correctly delivered medicines are not eligible for return simply due to a change of mind. The only exceptions are items that are wrong, damaged, expired, or otherwise not as ordered, which are covered under Section 3. Temperature-sensitive and refrigerated products cannot be returned once they have left the cold chain.

6. Lab test bookings

• You can cancel or reschedule a lab test from the app before sample collection begins; prepaid amounts for cancelled bookings are refunded in full per Section 2.
• If a home collection visit fails because the collector could not reach you, you can reschedule; repeated missed visits may be subject to a visit fee shown to you in advance.
• Once a sample has been collected and processing has begun, the test fee is generally non-refundable, except where the lab is unable to perform the test or the report is not delivered — in which case it is refunded.

7. Doctor consultations

• You may cancel or reschedule a consultation up to the time shown at booking for a full refund.
• If the doctor is unable to attend, the consultation does not take place, or it could not be completed due to a technical failure on our side, the consultation fee is refunded in full.
• Consultations that have taken place are not refundable, as the professional service has been rendered.

8. Failed or undelivered orders

If a delivery cannot be completed — we can't reach you, the address is wrong, or you are unavailable after reasonable attempts — the order is returned to the pharmacy and any prepaid amount is refunded per Section 2. See our Shipping & Delivery Policy for delivery attempts and handover.

9. How to request a refund or raise a dispute

The fastest route is “Report an issue” on the relevant order in the app, which reaches us with the order details attached. You can also email [email protected] with your order code. We aim to acknowledge requests promptly, resolve eligible refunds within the timelines above, and keep you updated throughout.

10. Escalation

If you are not satisfied with how a refund or dispute was handled, you may escalate to our Grievance Officer at [email protected]. See our Contact page for details.