Cancellation, Refund & Replacement Policy

 

The Cancellation, Refund & Replacement Policy (“Policy”) applies to products and/or services availed[1]  only on website https://www.kindlyhealth.com/,https://www.kindlyhealth.com/his , https://www.kindlyhealth.com/hers or such other interlinked website (“Website”) of MOTHERSENSE TECHNOLOGIES PRIVATE LIMITED, its subsidiaries & affiliates, associates (collectively referred to as “us”, “we”, “our” or “Kindly”) as modified, reinstated, changed from time to time at Kindly’s discretion, which serves as a platform for its visitors, clients, customers etc., (jointly and severally referred to as “you” “your” or “User”) to know the products and/or services of Kindly, to avail the products and/or services.

 

 

Cancellation Policy

             

Self Collection Kits | at home

 

●              You may cancel an order for a self collection kit (“Kit”) placed by you through the Website at any point before the Kit is delivered to you.

 

●              You shall not be able to cancel the order once you have accepted the delivery.

 

●              You may cancel an order for supplements placed by you through the Website at any point before the supplements are delivered to you.

 

●              You shall not be able to cancel the order once you have accepted the delivery.

 

 

 

Refund & Replacement Policy

 

Under what circumstances can you avail replacement or refunds?

 

The User is eligible for a refund under the following circumstances:

 

Type of Product	Refund/Replacement Scenarios
Diagnostic/Medical Tests	●          Cancellation due to non-collection of samples because of unforeseen medical reasons/complications.
Self Collection Kits	●      Incorrect self collection kits delivered ●      Missing components in the self collection kits ●      Delivery of damaged self collection kits ●      Cancellation due to non-collection of samples because of unforeseen medical reasons/complications.
Supplements	●      Products delivered incorrectly ●      Ordered items are missing ●      Delivery of damaged products ●      Delivery of expired products (in rare cases)

 

●              Full refund of the amount paid at the time of order is applicable for cancellation of the service between the User and Kindly if such cancellation is due to non-collection of samples because of unforeseen medical reasons/complications. The same should be certified by the primary physician.

 

Self Collection Kits

 

●              Orders for Kit cancelled prior to delivery are eligible for partial refund after deducting a cancellation fee of INR 200/- (Indian Rupees Two Hundred Only) .

 

●              Full refund of the amount paid at the time of order is applicable for cancellation of the service between the User and Kindly if such cancellation is due to non-collection of samples because of unforeseen medical reasons/complications. The same should be certified by the primary physician.

 

●              No refund is applicable on any opened/tampered, unused Kits. If the order has been delivered and the User does not wish to use the same, we recommend the User to safely discard the Kit.

 

●              To be eligible for a return or refund as per the Policy or at the discretion of Kindly, when the Kit is returned the Kit must have all of its original packaging, order number, shipping label as they were at the time the Kit was accepted by the User.

 

●              The User is strongly advised that the User thoroughly inspect the Kit at the time of acceptance. If the Kits received are found to be already damaged or the packaging seal is tampered with, the User is recommended not to accept the delivery.

 

●              In case the Kit components are found to be damaged, defective or expired the same may be reported to Kindly for a replacement/refund atleast 12 (Twelve) hours prior to your scheduled sample collection, supported with proper documentation/proofs in the form of images and or videos.

 

●              Refunds/replacement shall be initiated only post successful verification of the products by Kindly. Once it is verified that the Kit is damaged, defective or expired, Kindly shall refund/replace the same. Please note that the verification process may take up to 2 (Two) working days from the time of pick up of the Kit from your location.

Supplements

 

●              Order for supplements cancelled prior to delivery are eligible for partial refund after deducting the applicable charges.

 

●              Once the supplements have been delivered, Users shall not be permitted to return the product or claim a refund for the same.

 

●              If the User is delivered a damaged, expired, defective or different item, the same may be reported to Kindly for a replacement within 2 (Two) days of receipt of  the product supported with proper documentation/proofs in the form of images and or videos.

 

●              Replacement shall be initiated only post successful verification of the products by Kindly. Please note that the verification process may take up to 7 (Seven) working days from the time of pick up from your location.

 

●              In the event the User places an order for multiple bottles of the supplement, once the order has been delivered, the User must check all the bottles for any damage, defect or difference in product. In case damage, defective or different item is discovered in any of the product, the same must be reported by the User within a period of 2 (Two) days in order to be eligible for replacement.

 

●              Full refund is applicable for products that cause allergic reactions. The Users are requested to carefully read the ingredient label and not to open the supplement bottle if your allergens are present in the ingredients label. The User shall contact Kindly within 2 (Two) days of delivery along with proof of allergy to be eligible for refund. The supplement bottle must have all of its original packaging, order number, shipping label as they were at the time the supplement was accepted by the User when it is returned.

 

 

●              If the User cancels the Online Medical Consultation 1 (One) hour prior to the start of the appointment, the User shall be eligible for partial refund after deducting the applicable charges.

 

●              If User cancels or reschedules the Online Medical Consultation request after the above mentioned time period then the User shall not be eligible for the refund.

 

●              The User shall not be able to claim any refund if the User does not show up for the appointment without cancelling or rescheduling the appointment.

 

●              In the event Kindly is unable to provide service for the Online Medical Consultation request, the User shall be eligible for full refund. The User has to report the same to Kindly within 2 (Two)  days of the occurrence.

 

 

How to raise a cancellation/refund request

 

●              Users must provide its order details and all other information as required over phone 91-9986639633 or through email wecare@kindlyhealth.com for all refunds.

 

●              Refunds cannot be processed to third-party accounts.

 

●              Refunds shall only be made against genuine and trackable cancellation requests.

 

●              Subject to the terms and conditions of this Policy,  no refund for any eligible cancellation will be processed beyond 30 (Thirty) days of placing an order for service/product from Kindly.

 

Refusal of Refund/Cancellation Request

 

●              The request for cancellation/return/replacement can be made only as per the conditions mentioned in the Policy or subject to the discretion of Kindly.  We reserve the right to refuse or cancel any return request if it is not as per the Policy.

 

●              If the request for returns is not allowed by the Policy, you will not be refunded the payment made or any costs and will not be able to raise a second request for return for the same product. Our decision regarding the refusal or cancellation shall be final and binding on the parties and you further agree not to hold us liable for any refusal or cancellation.

 

Refund Timelines

 

●              Refunds may be processed within 15 (Fifteen) Business Days from the receipt of a refund request.

 

●              Refunds for all eligible cancellations are issued through the payment method used at the time of purchase.

 

●              Refund timelines depend on bank turnaround times and RBI guidelines. This may change from time to time. Business Days shall mean any day of the week (excluding Saturdays, Sundays and public holidays) on which commercial banks in India are open for business. Considering limited manpower at banks due to COVID-19, refund timelines might vary.

 

●              For orders placed using pay on delivery as the payment method, refunds can be processed to your bank account via National Electronic Funds Transfer (NEFT). There shall be no cash refund in such cases. It is hereby clarified that any cash payments without a valid system generated receipt are invalid and Kindly does not assume any responsibility or liability for such cash payments. Kindly has not authorized any of its employees or agents to issue manual receipts.

 

●              You shall need to update the following information through email (insert email address) to enable us to process a refund to your account.

 

●        The Bank Account Number

●        IFSC Code

●        Account Holder's Name

 

●              To the extent permitted by applicable law, Kindly shall not be liable for any delay caused in refunds due to delay by third party affiliates (including banks), in providing information by the User, technical issues and other reasons beyond its control.