Cancellation & Refund Policy

1. Cancellation & Refund Summary

What you get back depends on whether a Companion had been assigned to your booking when it was cancelled — not on a fixed number of hours. The 2% payment-gateway charge is non-refundable except where Corelatin cancels.

Refund initiation means we release the refund in the payment gateway you used (Cashfree or PayU). Banks and card issuers typically credit the amount within 5–7 business days after initiation.

2. How to Cancel a Booking

1. Log in to your account at My Bookings
2. Select the booking you wish to cancel
3. Click "Cancel Booking" and provide a reason — the refund due is shown before you confirm
4. You will receive a cancellation confirmation via email as soon as possible
5. Refund (if applicable) is initiated in your payment gateway within 2 business days and tracked on your booking

Alternatively, call us at +91-9870550407. Phone cancellations are valid but must be followed by a confirmation email to support@corelatin.in to create a record.

3. How Payments & Refunds Work

3.1 The online advance. Website bookings are confirmed after you pay at least 55% of the estimate online via Cashfree's or PayU's hosted checkout (you may instead pay the full amount, or a custom amount above the minimum). A 2% payment-gateway charge applies to the online amount. Any remaining balance is paid after the visit in cash, or via UPI to the company's QR account shared by your companion, as shown on the final itemized bill. At Corelatin's sole discretion, a booking may be confirmed on a case-by-case basis without an online advance (pay-after-visit); the full itemized bill is then settled after the visit. Some customers hold individually negotiated prices confirmed in writing, which then govern the booking.

3.2 Service minimum charge. If you cancel after a Companion has been assigned (or are unreachable when the Companion arrives), we retain the booked service's minimum engagement charge — the hourly rate times the minimum duration shown at booking (or the flat fee for fixed-price services). The retained amount is never more than what you actually paid; anything above it comes back to you.

3.3 Gateway charge. The 2% gateway charge is a processing cost paid to the payment gateway (Cashfree or PayU). It is refunded only when Corelatin cancels or cannot provide the service — not when the cancellation is initiated by the Client.

3.4 Document Collection Inability Fee (₹309). If a hospital's administration, Medical Records Department (MRD), or laboratory counter declines authorization or refuses release/submission of documents (for example, policies permitting only direct blood relatives to collect confidential records), patient-presence mandates, legal constraints, or a requirement that someone sign a consent, release, or undertaking that our Companion cannot lawfully sign (Terms of Service §8.4) despite our Companion's transit, physical attendance, and counter queue effort, a flat fee of ₹309 applies. Any remaining amount paid online is refunded.

3.5 Priority Queue Assistance — Queue Attempt Fee (₹309). If our Companion was dispatched and physically queued at the hospital but the appointment/OPD token could not be issued due to queue exhaustion, counter cutoff, or hospital availability limits, a flat Queue Attempt Fee of ₹309 applies instead of the full service charge — covering dispatch, travel, and queue-standing time. Any online advance above the fee is refunded; where the advance is below the fee, the remaining balance is payable after the visit. If the hospital was closed or the OPD was cancelled before the Companion was dispatched, no attempt fee is charged and the full refund terms apply.

3.6 Dialysis session packages. Prepaid dialysis packages are valid for ninety (90) days from purchase. An individual session may be cancelled on at least twenty-four (24) hours' notice; shorter notice is governed by the standard cancellation terms. You may pause or end a package without any cancellation charge on the patient's hospitalization, clinical deterioration, transplant, move to home dialysis or another facility, or death — unused prepaid sessions are refunded pro rata (gateway charge non-refundable). If you end a prepaid package early for any other reason, a cancellation charge of 20% of the value of undelivered sessions applies — the remaining 80% of unused-session value is refunded pro rata (gateway charge non-refundable). For recurring sessions we prioritize assigning the same companion; where unavailable, a substitute is offered with prior notice. If no companion or substitute can attend a session, that session is refunded 100% including the gateway charge (see §6). Refunds for unused sessions include any per-session add-on fees (e.g., companion-drives-your-car) for the refunded sessions.

3.7 Refund confirmation. You will receive a confirmation once the refund is initiated. Please allow an additional 5–7 business days for the amount to reflect in your account, depending on your bank.

4. Non-Refundable Situations

Beyond the retained charges above, refunds will not be issued in the following circumstances:

• Client or patient is unavailable or uncontactable when the companion arrives (the service minimum charge applies), except where a documented medical emergency under Section 5 applies
• Client provided incorrect hospital, ward, or timing information and the companion was unable to locate them
• Client terminated the service due to dissatisfaction with companion conduct but failed to report the issue to Corelatin before or during the assignment
• Fraudulent or disputed bookings under investigation
• Bookings where the service was already substantially completed

5. Medical Emergency Cancellations

We recognize that medical emergencies can cause unavoidable last-minute cancellations. If you need to cancel due to a sudden medical emergency:

1. Call us immediately at +91-9870550407
2. Submit documentation (hospital admission slip, discharge note, or doctor's certificate) within 72 hours
3. Our team will review and process a refund of 75%–100% of the service amount based on the circumstances

We handle such cases with empathy and will not deny a legitimate emergency refund request backed by documentation.

6. Companion-Side Cancellations

In rare circumstances, a confirmed companion may be unable to attend due to illness, emergency, or unavailability. In such cases:

• Corelatin will attempt to arrange an alternative companion as soon as possible
• If no replacement is available, you will receive a 100% refund including the gateway charge, plus a ₹200 goodwill credit issued as a platform coupon valid for 90 days
• You will be notified at least 2 hours before the scheduled appointment if a companion cannot be assigned
• For recurring dialysis bookings we prioritize assigning the same companion (ToS §26.5) and offer a substitute with prior notice; if none can attend, that session is refunded in full including the gateway charge

7. Rescheduling

To change the date or time of a booking, contact us at +91-9870550407 or email support@corelatin.in. Rescheduling depends on companion availability. If the change cannot be accommodated and you choose to cancel instead, the standard rules in Section 1 apply.

8. Disputes & Escalation

If you are dissatisfied with our refund decision, escalate to Shubham, Grievance Officer, within 30 days of the refund decision:

• Email: support@corelatin.in — subject: Refund Dispute – [Booking ID]
• Phone: +91-9625700843
• Response time: acknowledgement within 24 hours; resolution target within 15 days
• If unresolved, see Terms of Service §23 and Consumer Commission rights under the CPA 2019

You also retain the right to approach the National Consumer Disputes Redressal Commission (NCDRC) under the Consumer Protection Act, 2019.