Refund Policy

Effective Date: December 01, 2024

At Thunai Care Services, we place a high value on customer satisfaction and strive to provide the best possible healthcare services in the comfort of your home. We understand that there may be instances where circumstances change, leading to the need for cancellations or refunds. This Refund Policy outlines the conditions under which refunds are granted and provides guidance on how to request a refund should the need arise.

Our goal is to ensure transparency and fairness in all transactions while maintaining flexibility for our clients. However, due to the nature of healthcare services, certain limitations apply to our refund policy to ensure the continued provision of high-quality care.

Conditions for Refunds

Refunds at Thunai Care Services are provided based on specific conditions related to the timing of cancellations and the status of the services. The following outlines our refund policy in detail:

1. Cancellations Made 24 Hours Before the Appointment

We understand that life can be unpredictable, and situations may arise that require you to cancel or reschedule a healthcare service. If you need to cancel a scheduled service, such as a doctor’s home visit, nursing service, or caretaker appointment, we offer a full refund as long as the cancellation is made at least 24 hours before the scheduled appointment time. This allows us to allocate the healthcare provider's time to other patients in need of care and maintain our service schedules effectively.

To request a refund in this scenario, simply contact us by email at refunds@thunai.in with your cancellation request and the details of the appointment. Our customer service team will process your refund promptly, and the amount will be credited back to your original payment method within 3-5 business days, depending on your bank or payment processor.

2. Cancellations Made Less Than 24 Hours Before the Appointment

We recognize that sometimes cancellations must be made on short notice. However, due to the commitment of our healthcare professionals, including doctors, nurses, and caretakers, we are unable to offer refunds for services canceled less than 24 hours before the scheduled appointment. Healthcare providers often prepare for their visits in advance, and last-minute cancellations prevent them from filling that slot with another patient who may be in urgent need of care.

While we cannot provide a refund in this case, we encourage clients to notify us as soon as possible if they are unable to keep their appointment. In some cases, we may be able to reschedule the service, subject to the availability of the healthcare provider. Please contact us immediately at refunds@thunai.in if you need to cancel or reschedule within this timeframe.

3. Refunds for Services Already Rendered

At Thunai Care Services, we pride ourselves on providing top-notch healthcare services, but we understand that there may be instances where you are dissatisfied with the care you received. However, once a healthcare service has been provided (i.e., once a doctor, nurse, or caretaker has attended the appointment and completed their duties), we generally do not offer refunds. This is because the service has already been rendered and the healthcare professional has fulfilled their obligation.

If you are unsatisfied with the quality of care or feel that the service did not meet your expectations, we strongly encourage you to reach out to us directly. We take all client feedback seriously and are committed to addressing any concerns or issues. While a refund may not be provided for services already rendered, we will work closely with you to investigate the matter and, where appropriate, take corrective actions. This may include:

• Offering an alternative healthcare provider for future services.
• Providing additional support to ensure your needs are met.

We aim to resolve any issues quickly and satisfactorily to ensure that you have a positive experience with Thunai Care Services. Please contact us at support@thunai.in to discuss any concerns you may have regarding the service provided.

Requesting a Refund

If you believe you are eligible for a refund based on the conditions outlined above, you can initiate the refund process by contacting our customer service team at refunds@thunai.in. In your email, please include the following information:

• Your full name and contact details.
• The appointment date and time.
• The type of service (e.g., doctor visit, nursing care, caretaker service).
• The reason for the refund request (e.g., cancellation within 24 hours or dissatisfaction with the service).
• Any other relevant details or supporting information.

Our team will review your request and, if eligible, process the refund within 3-5 business days. You will receive confirmation once the refund has been initiated. Please note that depending on your payment method and bank, it may take a few additional days for the refund to appear in your account.

Non-Refundable Services and Exceptions

While we strive to accommodate our clients wherever possible, there are certain situations where refunds may not be applicable. These include:

• Emergency or on-demand services: In cases where you request immediate or same-day service, refunds may not be available due to the urgent nature of the request and the quick allocation of healthcare professionals.
• Subscription services: If you are subscribed to a long-term care plan (e.g., monthly caretaker services), refunds may not be issued for partial periods of the subscription that have already been used. However, you may cancel your subscription for future periods in accordance with the cancellation policy.

Changes to This Refund Policy

Thunai Care Services reserves the right to modify or update this refund policy at any time, in accordance with changes in our business practices or legal requirements. Any changes to the policy will be posted on our website, and we encourage you to review the policy periodically to stay informed of your rights regarding refunds and cancellations. If significant changes are made, we will notify you directly by email or through our platform.

By continuing to use our services after any changes to the refund policy, you agree to the updated terms. If you have any questions or concerns about this policy, please do not hesitate to reach out to us at support@thunai.in