CANCELLATION AND REFUND POLICY

PAYMENT

We may charge for the chat, audio, video and/or in-clinic consultations/counselling/ therapy sessions. Before availing any such service, we will apprise the User of the applicable charges for the said service. In addition to these payment terms, a user shall also be bound by the terms (if any) mentioned for specific service(s).

User(s) can make payments through any of the following available options :

● Internet Banking

● Debit/ Credit Cards

● Payment wallets

Further

1. The User agrees and accepts that all nuances and modalities relating to making payment using Internet Banking/ Debit/Credit Cards (“Virtual Payment Mode”) shall be separately governed by arrangement(s) / terms and conditions between the User and the relevant banks. We shall not be responsible, in any manner whatsoever, for any liability that may arise in relation to the Virtual Payment Modes (including any fraudulent transaction).

2. While availing any of the payment method(s) available on the Website and Application, we will not be responsible or assume any liability, whatsoever, in respect of any loss or damage arising directly or indirectly to you due to (a) lack of authorization for any transactions; (b) any payment issues arising out of the transaction or (c) decline of such transaction for any reason.

3. You understand, accept, and agree that the payment facility provided on our Website and Application is neither a banking nor financial service

Payments

● All applicable payments should be made prior to availing AYOO Care's services.

● The user's session booking(s) will not be confirmed till the payment is received by AYOO Care.

● If you are accessing our services through a third-party or your organisation, beyond any sessions that might be offered to you as part of AYOO Care'sassociation with your organisation, the user's session booking(s) will not be confirmed till the payment is received by AYOO Care.

● All purchases (including bookings and Session Credits) shall remain valid only for three months from the date of purchase/credit and thereafter they shall automatically expire without any refund.

Fee Information

● For individual users, the fee per session is dependent on the selected Care Provider

● For users who are accessing sessions through their organisation, beyond their included sessions, the fee per session is dependent on the selected care provider and specific arrangements with their organisation.

Cancellation, Reschedule and Refund

As an online healthcare platform, AYOO Care strives to provide the user with the best possible service in order to maximise user satisfaction. Keeping that in mind, AYOO Care’s cancellation and refund policy ensures the highest possible flexibility for the user.

The user has the flexibility to

● Reschedule the session

● Cancel the session

● Claim a refund on the cancelled session

Session Reschedule

AYOO Care provides the user with the flexibility to reschedule their sessions to a later time. Any rescheduling request will be processed based on the time at which the user requests AYOO Care to reschedule with respect to the scheduled time of the session. You can cancel or reschedule a session booked on AYOO Care up to 24 hours before the scheduled time by requesting the same either by calling us or reaching out to us via chat on our App / website. Post that, rescheduling will not be permitted and the session will be deemed to have taken place even if you, or the person you booked the session for, do not attend.

Change in Mode Of Consultation

In an Effort to make the experience of consultation seamless and provide the best user experience, we have made a provision for the user to switch the mode of consultation from virtual to In-clinic and vice versa. However, in the event the user feels that he/she might need to switch the mode of consultation, it is advised to book a virtual appointment and later switch to an In-Clinic. All Such changes in mode of consultation are effective only up to 1 hour before the scheduled time of the session. The practitioner reserves the right to refuse a virtual session if he/she feels that the patient can be better managed in a clinic setting as deemed essential.

Session Cancellation and Refund

Cancellation By the User

The user can cancel the session and claim a refund in one of the two means offered:

● Original payment method

● Desired payment method other than cash

A User will get a full refund for the sessions cancelled 24 hours in advance of the scheduled session. No session / appointment refunds will be provided for the sessions / appointments cancelled within 24 hours of the scheduled session or afterwards.

For sessions cancelled at least 24 hours in advance, at the time of cancellation, the user has three options:

● Book a new session for a different time-slot at the time of the cancellation with the same expert;

● Take a session credit on the user's account on the AYOO Care platform, if available. This session credit can be used within the validity period (3 months) to book a session for the same client/user/patient with the same expert;

● Take a refund back to the user's original method of payment, in cases where the user has made a payment for the session, by either writing to support@ayoo.care or reaching out to us via Chat, when Chat is active.

Rescheduling Of Session by AYOO Care Provider

If, due to an unforeseeable reason from AYOO Care's end, the session is cancelled, the user will receive a session credit on their account on the AYOO Care platform, regardless of the time at which the cancellation was done. This session credit can be used within the validity (3 months) period to:

● Book a session with the same expert within the validity period (3 months)

● Claim a refund for this session credit within the validity period, if the user made a payment to book the session, by contacting support@ayoo.care or reaching out to us via Chat, when Chat feature in active on website/App

Session Delayed/No Show by User

In the case of any delay in joining/attending the session/appointment by the user, the session/appointment duration will be cut short by the delayed amount of time.

However,

● If the session is delayed beyond 10 minutes by the user in the case of a 25 minute appointment, the appointment will be considered as ‘NO SHOW’ and completed. No refund or rescheduling will be provided for the same.

● If the session is delayed beyond 20 minutes by the user in the case of a 50 minute appointment/session, the appointment will be considered as‘NO SHOW’and completed. No refund or rescheduling will be provided for the same.

Session Delayed due to Technical Issues

If, due to an unforeseeable reason from AYOO Care’s end, a booked session is not completed in its entirety by the AYOO Care expert, the user may write to AYOO Care at support@ayoo.care Refunds will be handled on a case-to-case basis.

Cancellation By AYOO Care Provider

The practitioner reserves the right to terminate the session in case of inappropriate behaviour, severe behavioural disturbance. Furthermore, the care provider may request the consultation to be in-clinic mode if deemed necessary such as in the case of suicidal ideations. Re-booking of these sessions will be handled on a case-to-case basis.

Other Terms and Conditions This

Cancellation and Refund Policy must be read along with Terms and Conditions/ User Agreement available on AYOO Care Website.