Last updated on December 26-12-2024
Welcome to The Urban Physio. This policy outlines the terms and conditions for cancellations, refunds, returns, and other related matters. By using our platform (www.theurbanphysio.com), you agree to the terms set forth below.
1. Definitions
Cancellation: The act of voiding a confirmed appointment, order, or booking.
Refund: The return of payment to the customer as per eligibility.
Return: The process of sending back a product that meets the specified conditions.
Rescheduling: Changing the date or time of a confirmed appointment.
2. Scope of Policy
This policy applies to the services and products offered through The Urban Physio platform, including but not limited to:
Appointment scheduling with listed physiotherapy clinics and doctors.
Home visit and online consultation services.
Purchase of products displayed on the platform.
Note: The Urban Physio operates as a mediator between patients/customers and listed clinics/doctors. We are not responsible for any adverse events, treatment outcomes, or incidents arising from services rendered by the clinics or doctors listed on our platform.
3. Cancellation Policy
Appointments:
Cancellations must be made at least 4 hours prior to the scheduled appointment.
Last-minute cancellations (less than 4 hours before the appointment) are non-refundable.
Products:
Orders can be canceled before dispatch. Once dispatched, cancellation is no longer possible.
4. Refund Policy
Appointments:
Refunds are eligible only for cancellations made at least 4 hours prior to the appointment.
Refunds will be processed within 7 working days to the original payment method or as store credit.
Customers will be notified of refund processing via email or SMS.
Products:
Refunds are available for returned products meeting the following conditions:
Product must be unused and in its original packaging.
Return requests must be initiated within 7 days of delivery.
Products damaged due to misuse or incomplete return packages are not eligible for a refund.
Refunds will be processed within 7 working days after receiving the returned product. Potential delays due to bank holidays or unforeseen circumstances may extend this period to 10 days or more.
Shipping and handling costs for returns will be covered by The Urban Physio.
Exclusions:
Services like home visits, online consultations, or treatments provided by the clinic are non-refundable.
5. Return Policy
Products must be returned unused, in their original packaging, and within 7 days of delivery.
Customers are responsible for ensuring that the return package is complete and undamaged. Returns that fail to meet these conditions will not be accepted.
6. Rescheduling Policy
Rescheduling of appointments is not allowed. Cancellations and rebooking must be done directly with the associated clinic as per their individual policies.
7. Technical Issues
The Urban Physio is not responsible for any potential technical issues on the platform affecting bookings or payments. Any costs or losses incurred due to such issues will not be borne by The Urban Physio or its listed clinics.
8. Verification for Refunds
Refund requests may require verification, such as proof of purchase or confirmation of cancellation, to ensure eligibility.
9. Third-Party Policies
Clinics or doctors may have their own cancellation and refund policies. Customers are advised to review these policies before booking to avoid disputes.
10. Customer Data Protection
Customer data used for refund processing (e.g., bank details) will be protected and handled in compliance with applicable data protection laws.
11. Customer Support
Customer support for handling refund or cancellation queries is available on working days (Monday to Friday) from 10:00 AM to 5:00 PM.
12. Exceptions and Liability
The Urban Physio is not liable for any mishaps, complications, or undesirable outcomes arising from services provided by listed clinics/doctors, including in-clinic treatments, home visits, or online consultations. Patients/customers are advised to exercise due diligence when selecting a service provider.
Refunds are not applicable for promotional offers or discounted services unless otherwise stated.
13. Policy Updates
This policy is subject to updates and modifications at the discretion of The Urban Physio. Changes will be communicated via our website, and continued use of our services constitutes acceptance of the revised policy.
Conclusion
We are committed to providing a seamless experience on our platform. For further queries or assistance, feel free to reach out to us using the contact information provided below:
Phone: +91 8448945434 / +91 7309299906
Email: info@theurbanphysio.com
Address: JH-04, Sector 45, Noida, Uttar Pradesh, PIN – 201303