Welcome to AxenCare – your digital-first partner in personalized Healthcare and wellness solutions. As a 100% online platform, all of our services and products are delivered electronically. This policy sets forth the terms and conditions under which digital deliveries are fulfilled, timeframes you can expect, and actions you may take if any issues arise.

1. Overview

AxenCare provides all its products and services — including but not limited to Healthcarepolicies, teleconsultations, wellness subscriptions, and digital toolkits — exclusively through digital delivery. We do not deliver any physical goods.

By purchasing any product or service on our platform, you agree to the terms outlined in this policy.

2. Digital Product Delivery:

The following are considered “digital products” under this policy:

• Health policy documents and soft copies of certificates
• Personalized wellness plans and digital health reports
• Access credentials to third-party or in-house wellness platforms
• Telemedicine appointment confirmations and consultation links
• E-books, audio guides, or videos provided as part of health programs
• Any other non-tangible digital product delivered via electronic means

3. Delivery Timelines

We are committed to timely digital delivery. Estimated delivery timelines from the moment of successful payment and completion of any required verifications (e.g., KYC) are:

Note: Business days exclude Sundays and public holidays. In cases where regulatory checks or third-party approval is required, timelines may vary.

4. Method of Delivery

Digital products and communications will be sent through one or more of the following:

• Registered email address
• SMS or WhatsApp to the provided mobile number
• User dashboard within the AxenCare portal (if applicable)
• In-app notification, where access is provided through a mobile application

It is the customer’s responsibility to ensure the accuracy of contact details at the time of placing the order.

5. Order Confirmation & Status Updates

Upon successful order placement and payment:

1. An Order Confirmation Email will be sent immediately.
2. A Delivery Confirmation Email/SMS will follow once the digital product has been dispatched.
3. In case of delay, status updates will be proactively shared or can be requested by contacting our support team at support@axencare.in

6. Incomplete or Failed Digital Delivery

If you do not receive your digital product within the timeline promised:

• Please first check your spam/junk folder.
• If it is still not received, notify our support team by writing to support@axencare.in with your:
  • Full Name
  • Registered Mobile Number
  • Order Number or Transaction ID

Our team will verify the order and re-issue the digital product at no additional cost within 24business hours of receipt of your complaint.

7. Errors in Contact Information

If delivery fails due to incorrect or outdated email/mobile details provided by the user:

• AxenCare shall not be held responsible for non-delivery or unauthorized access to your documents.
• Upon request and verification, we may re-deliver to the correct address once corrected details are provided.
• Such re-delivery may take up to 1 additional business day.

8. No Physical Delivery or Courier

AxenCare is a 100% digital platform. We do not provide physical copies of any product. Customers requiring a hard copy of policy documents must print the soft copy at their own discretion and cost. Our digital copies are valid for all official and legal purposes unless otherwise specified by a regulatory authority.

9. Force Majeure

We shall not be held liable for delays or non-delivery arising from circumstances beyond our control, including but not limited to:

• Internet outages
• Server failures
• Regulatory restrictions
• Natural disasters
• Cyberattacks or system compromises

10. Refunds Due to Delivery Issues

Refunds or credits will be offered only if:

• The digital product is not delivered within 15 business days of order/payment,
• And all reasonable attempts by the user and AxenCare to resolve the issue have failed.
• Approved refunds will be credited back to the original payment method within 15 business days.
• Transaction or processing fees may not be refundable.

All refund requests will be governed by our [Cancellation & Refund Policy].

11. Customer Support

For any assistance regarding your order, delivery status, or access to digital services, please reach out to our support team:

• Email: support@axencare.in
• Phone: 011-43658206
• Support Hours: Mon – Sat, 10:00 am to 6:00 pm
• Website: www.axencare.in

We’re here to help you every step of the way.

12. Updates to This Policy

AxenCare reserves the right to update this policy at any time without prior notice. Any changes will be posted on this page with an updated “Last Updated” date. We encourage you to review this policy periodically.