Payment, Refund & Cancellation Policies

1. Payment Policy

Applicable Services

This policy applies to all services provided by Swarninayu, including Attendant, Nursing Care, Critical Care, Infant Care, and Rehab Care, except for Physiotherapy, short-term intervention services, and pathlab testing. This also does not care professional services like lawyer etc.

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. You can pay online through our app, request a cash/cheque pickup, or use other payment methods.

Payment Modes Accepted

Payments can be made through our app, online transfers, NEFT, cheque, or cash. Swarninayu encourages and prefers online payments in advance to ensure timely payments to our Professionals. For cash or cheque pickups, the amount must exceed Rs. 25000; any amount below this should be paid online.

Payment Processing Fee

A fee of 2.5% of the invoice amount will be charged on all invoices generated.

2. Payment Facilities

Weekly Billing

An invoice will 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 will revert to weekly billing. ALL PAYMENT IS ADVANCE ONLY.

Surcharge

An additional surcharge may be applied during festival seasons, night services, long distance service as an incentive for Professionals to work and support patients during these times. The surcharge details will be communicated two days before any festival and may range from Rs. [amount] to Rs. [amount] per 12-hour visit, depending on the festival.

3. General Terms and Conditions on Payments

Swarninayu will not be responsible for any payments made directly to Professionals. All service fees must be paid directly to Swarninayu, and any payments made to Professionals will not be deducted from the service fees due.

The stated amounts include charges only for verified visits by Professionals. Charges for unverified visits will be added after confirmation from both the customer and the Professionals.

4. Refund Policy

Once a refund is initiated, the balance amount will be credited to your account within 7 working days.

Refunds will only be processed through NEFT.

Please review our terms and conditions at [www.swarninayu.in](www.swarninayu.in).

5. Cancellation Policy

You may cancel or reschedule any appointment through our website or mobile app, or a call to our call centre. This has to be done at least 12 hours before the scheduled appointment. If you cancel later than this, a fee of 30% of the service charge will be applied.

In the event of a request for 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 in the delivery of service.

If Swarninayu cancels an appointment, any advance payment made by you will be refunded in full.