Refund & Cancellation Policy

1. Overview

CareMate is a booking platform that connects patients ("Users") with independent healthcare providers ("HPs"). This Policy explains how payments, cancellations, and refunds work when you use the CareMate App to book an appointment.

This Policy operates alongside, and is subject to, CareMate's Terms of Service. In case of any conflict between this Policy and the Terms of Service, the Terms of Service shall prevail.

2. No Advance Payment for Booking

Because no payment is taken at the time of booking:

• You may cancel a booked appointment at any time before your visit at no cost.
• If you do not visit the HP for any reason (no-show, HP unavailability, change of plans), you will not be charged.
• There is nothing to refund in these situations, since no payment was collected.

3. Confirming Your Appointment

A booking made through CareMate reflects the HP's availability at the time of booking but is not a guarantee that the HP will be available at the scheduled time. HPs may reschedule, delay, or cancel appointments due to reasons outside CareMate's control.

Users are responsible for confirming their appointment directly with the HP — by phone call or in person — before travelling for their visit. CareMate strongly recommends confirming at least a few hours in advance.

4. CareMate's Role and Limitation of Liability

CareMate is a technology intermediary that facilitates discovery and booking of appointments. CareMate:

• Is not a healthcare provider and does not deliver, supervise, or guarantee any medical service
• Is not responsible for an HP's cancellation, delay, unavailability, no-show, or the quality of care provided
• Does not guarantee that a booked appointment will be honored by the HP

Any dispute regarding an HP's cancellation, availability, or conduct is between the User and the HP directly.

5. When Payment Is Collected

This payment covers the HP's consultation fee. CareMate's commission or convenience fee, if applicable, is deducted from this same transaction and is not charged to you as a separate advance fee.

6. Refunds

Since payment is only collected after your visit is completed, refund situations are limited to genuine errors, such as:

• A duplicate or incorrect charge due to a technical error in the App
• A charge processed for a visit that did not actually take place
• A payment gateway error

If you believe you've been incorrectly charged, contact us at support@caremateservice.com within 7 days of the charge, with your booking details. Valid refunds will be processed to your original payment method within 7–10 business days, subject to your bank/payment provider's timelines.

CareMate does not process refunds for:

• Dissatisfaction with the medical consultation or advice given by the HP (this should be raised directly with the HP)
• Amounts already paid directly to the HP outside the App

7. Rescheduling

You may reschedule a booking through the App at no cost, subject to the HP's availability, at any time before your visit.

8. Indemnification

You agree to indemnify and hold CareMate, its officers, employees, and affiliates harmless from any claims, losses, damages, liabilities, or expenses (including legal fees) arising out of or related to your interaction, visit, or consultation with an HP; any dispute between you and an HP regarding the medical service; or your breach of this Policy or the Terms of Service.

9. Force Majeure

CareMate shall not be liable for any failure or delay in performing its obligations under this Policy where such failure or delay results from circumstances beyond its reasonable control, including natural disasters, pandemics, strikes, government action, internet or telecommunications failures, or payment gateway outages.

10. Governing Law and Dispute Resolution

This Policy shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts at Kalyan, Maharashtra.

Before pursuing formal legal action, Users are encouraged to raise concerns with CareMate Support so we can attempt to resolve the issue directly.