Payment, Refund & Cancellation Policy

Applicable to Swarninayu services and the Swarnimayu Shiksha app/platform where relevant.

1. Payment Policy

Applicable Services

This policy applies to all paid services provided by Swarninayu, including Attendant, Nursing Care, Critical Care, Infant Care, and Rehab Care, except for Physiotherapy, short-term intervention services, pathlab testing, and professional advisory services such as lawyers unless expressly included.

Swarnimayu Shiksha educational courses are currently offered free of cost unless explicitly mentioned otherwise. Any future paid course, training, certification, workshop, subscription, or assessment under Swarnimayu Shiksha will be governed by separate pricing and payment terms communicated at the time of enrollment or purchase.

Direct Payment to Swarninayu Only

Payments should be made directly to Swarninayu and not to the Professionals, unless specifically instructed by the Swarninayu Customer Service team.

Payment Modes Accepted

Payments may be made through the app, website, online transfer, NEFT, cheque, or cash. Swarninayu encourages and prefers online payments in advance to ensure timely processing. For cash or cheque pickups, the amount must exceed Rs. 25,000; any amount below this should be paid online unless otherwise approved.

Payment Processing Fee

A fee of 2.5% of the invoice amount may be charged on invoices generated, wherever applicable.

2. Payment Facilities

Weekly Billing

An invoice may be generated after each service and sent to the customer via email following successful payment and service delivery.

Monthly Billing

For customers opting for a monthly plan, an advance payment covering 30 days is required. If the advance payment is not made, the default payment cycle may revert to weekly billing. All payments are advance unless otherwise agreed in writing.

Surcharge

An additional surcharge may be applied during festival seasons, night services, or long-distance service requirements as an incentive for Professionals and support teams. The surcharge details will be communicated in advance wherever reasonably possible.

3. General Terms and Conditions on Payments

• Swarninayu will not be responsible for payments made directly to Professionals.
• All service fees must be paid directly to Swarninayu, and any payment made to Professionals may not be deducted from the service fees due.
• The stated amounts include charges only for verified visits by Professionals. Charges for unverified visits, if any, may be added after confirmation from both the customer and the Professionals.

4. Refund Policy

• Once a refund is initiated, the balance amount will generally be credited within 7 working days, subject to banking timelines.
• Refunds will generally be processed through NEFT, bank transfer, or the original payment method where operationally feasible.
• No refund is applicable for free courses offered under Swarnimayu Shiksha.
• If paid courses or certifications are introduced in the future, refund eligibility, timelines, and conditions will be communicated at the time of enrollment and may depend on course access, progress, downloads, or usage duration.
• For purchases made through third-party platforms or app marketplaces, refunds may also be subject to the relevant platform's payment and refund rules.

5. Cancellation Policy

• You may cancel or reschedule any appointment through the website, mobile app, or by calling the call centre, at least 12 hours before the scheduled appointment. If you cancel later than this, a fee of 30% of the service charge may be applied.
• In the event of rescheduling, Swarninayu cannot guarantee that the same Professional will be available for the new appointment time.
• Swarninayu reserves the right to cancel or reschedule any appointment without prior notice. In such cases, 100% of the service charge will be refunded, provided there is no discrepancy from the customer's end affecting service delivery.
• If Swarninayu cancels an appointment, any advance payment made by you will be refunded in full, subject to verification and applicable deductions only where lawfully required.
• Cancellation policies do not apply to free courses under Swarnimayu Shiksha.
• For any paid educational offering introduced in the future, cancellation terms will be published separately at the time of enrollment.

6. Mobile App Payments (Future Scope)

If any services or courses are purchased through the mobile application in the future:

• payments may be processed through third-party payment gateways, banks, UPI providers, or in-app purchase systems where applicable;
• platform or transaction fees may apply;
• refunds for marketplace or in-app purchases may be subject to the relevant platform policies in addition to this policy.