Cancellation and Refund Policy

1. Types of Cancellation

1.1 Cancellation by the Family / Patient
You may request cancellation of a care package at any time by contacting our care coordination team.

1.2 Cancellation by Upchar Setu
Upchar Setu reserves the right to cancel or suspend services in the following situations:

• The patient is admitted to hospital and inpatient care is required
• A medical emergency or significant change in the patient's condition makes home care inappropriate
• Behaviour by the family or household members creates a safety concern for our care professionals
• The patient or family has provided false or materially inaccurate information
• Non-payment of agreed fees

Where Upchar Setu cancels for reasons not related to the family's conduct or false information, a pro-rated refund will be issued as described in Section 3.

1.3 Pause / Hold
If the patient is temporarily hospitalised, Upchar Setu will pause the care program. Days during the pause will not be deducted from the program, and care will resume when the patient is discharged and ready to receive home care. Contact us immediately if the patient is admitted.

2. Cancellation Before Care Starts

If you cancel before care has begun (i.e., before the first visit has taken place):

3. Cancellation After Care Has Started

If you cancel a care program after care visits have commenced:

The refund is calculated based on the number of days of care not yet delivered at the time of cancellation.

Formula:

Refund = (Total fee paid ÷ Total program days) × Remaining days — [10% administrative charge on the remaining amount]

Example: If you paid ₹30,000 for a 30-day program and cancel after 10 days (with 20 days remaining):

• Daily rate: ₹1,000/day
• Remaining value: ₹20,000
• Administrative charge (10%): ₹2,000
• Refund: ₹18,000

Refunds are processed within 7–14 working days of cancellation confirmation, to the original payment method.

4. Non-Refundable Situations

The following are non-refundable in all circumstances:

• Completed care visits (regardless of the family's satisfaction with outcomes — see Section 7 for service complaints)
• Care package fees where cancellation was necessitated by the family's breach of these Terms or the Terms of Service (e.g., false information, abusive conduct toward care professionals)
• Convenience fees or payment gateway charges (if applicable)

5. Annual Care Programs

For annual preventive and monitoring care programs:

• Cancellation within 30 days of start: 90% refund (subject to any visits already delivered, which are deducted at the applicable daily rate)
• Cancellation after 30 days: Pro-rated refund for unused months, less a 10% administrative charge
• No refund after 9 months of the annual program have been used

6. Rescheduling of Individual Visits

Individual care visits that have been scheduled may be rescheduled at no charge if you give at least 24 hours notice. Rescheduled visits must be accommodated within the program period.

Visits cancelled with less than 24 hours notice by the family may be counted as delivered for billing purposes if the care professional had already travelled to the patient's location. Upchar Setu will use reasonable discretion in applying this rule and will not apply it in cases of genuine medical emergency.

7. Service Complaints and Quality Issues

A refund is not the right remedy for all concerns. If you are dissatisfied with the quality of care received, please raise a complaint with our care coordination team first:

• WhatsApp: +91 98256 88286
• Email: hello@upcharsetu.com

We take quality complaints seriously and will investigate promptly. Where a care visit was demonstrably substandard or a care professional failed to attend without notice, Upchar Setu will offer a replacement visit, a credit, or a partial refund at our discretion — in addition to any remedial action taken regarding the care professional.

For the formal grievance process, see upcharsetu.com/grievance-redressal.

8. How to Request a Cancellation

To cancel your care program:

1. 1.Contact us by WhatsApp (+91 98256 88286) or email (hello@upcharsetu.com) with your name, patient's name, and the reason for cancellation
2. 2.Our team will confirm the cancellation and calculate your refund entitlement within 48 hours
3. 3.Refund will be processed to your original payment method within 7–14 working days

9. Consumer Rights

This policy does not limit any rights you have as a consumer under the Consumer Protection Act, 2019. If you are not satisfied with how a cancellation or refund request has been handled, you may contact Upchar Setu's Grievance Officer (hello@upcharsetu.com) or approach the District Consumer Disputes Redressal Commission in your area.

10. Policy Updates

Upchar Setu may update this Cancellation Policy from time to time. The version in effect at the time of your purchase applies to that purchase. The current version is always available at upcharsetu.com/cancellation-policy.