Legal and policies
Cancellation, Return & Refund Policy
Transparent rules for cancelling orders or services and requesting returns or refunds, subject to medicine-safety restrictions and applicable law.
Draft under legal review. This policy is not yet final.
Effective date: [Insert before launch] • Last updated: [Insert date]
1. Before an order is dispensed or fulfilled
A medicine or healthcare-product order may generally be cancelled through the available account/support channel before the partner pharmacy begins dispensing, packing or otherwise irreversibly fulfilling the order. A diagnostic, appointment or other service may be cancelled subject to the cancellation window and partner terms displayed before booking.
2. Medicines and healthcare products after dispensing/delivery
For patient safety, quality control and regulatory reasons, medicines that have been dispensed or delivered may not be eligible for return merely because they are no longer wanted. However, HealthRam and its partners will handle return/refund requests in accordance with applicable law, including where goods are defective, damaged, expired, spurious, materially different from what was ordered/advertised, incorrectly supplied, or otherwise required to be taken back or refunded.
3. Report a problem promptly
- Use the order-support or grievance channel as soon as reasonably possible after delivery.
- Keep the product, packaging, invoice and photographs where relevant until support confirms next steps.
- Do not use or dispose of a product that appears damaged, tampered with, expired, incorrect or unsafe unless a healthcare professional or competent authority directs otherwise.
4. Refund method and timing
Approved refunds will normally be returned to the original payment method where feasible, or by another lawful method communicated to the user. Processing time depends on the payment provider, bank and applicable law. HealthRam should show the refund status in the account/support workflow and provide a reference or ticket number for disputed transactions.
5. Cancellation charges
Any cancellation charge must be disclosed before confirmation and comply with applicable law. HealthRam will not impose a cancellation charge on a consumer in circumstances where applicable e-commerce law prohibits it, including where comparable consequences are not borne by the e-commerce entity for its own unilateral cancellation.
6. Failed or cancelled fulfillment
If an order or paid service cannot be fulfilled because of prescription validation, inventory, service-area limits, provider availability, safety concerns or another operational reason, the user will be informed and any amount that must be refunded will be processed in accordance with applicable law and payment-provider timelines.
7. Diagnostics, consultations and subscriptions
Where HealthRam offers diagnostics, consultations, subscriptions or other non-medicine services, the specific cancellation/refund rule should be disclosed before purchase. If a partner’s policy applies, HealthRam should present or link to that policy before confirmation and should not reduce mandatory consumer rights.
8. How to request help
Start with the order/support flow or /help/contact. Unresolved issues may be escalated through /legal/grievance. The live policy should include any product-specific deadlines required by the relevant seller/provider and applicable law.