At AxenCare, we are committed to delivering quality Healthcare and wellness services entirely through digital platforms. Given the nature of our offerings—where access is instant, personalized, or dependent on regulatory approvals—our refund and cancellation policy is carefully framed to balance consumer rights with operational realities.

Please read the following policy to understand how cancellations, refunds, and rescheduling requests are handled.

Refund for Misrepresentation

• Eligibility: Customers are eligible for a refund of 90% of the paid amount if a request is raised within 15 days of the payment date.
• Conditions: This policy applies in cases where services or products were misrepresented during the sales process.
• Deductions: The remaining 10% will be retained as administrative and processing fees.

Refund for Non-Delivery of Services

• Eligibility: If the promised services are not delivered by AxenCare within the stipulated time, you are eligible for a refund.
• Conditions: In this case, 90% of the amount paid will be refunded, with the remaining 10% deducted as service and plan charges.

 General Terms and Conditions

• Processing Time: Refunds will be processed only after the claim has been reviewed and verified.
• Documentation: Customers must provide proof of payment and relevant documentation supporting their refund claim.
• Processing Time: The refund process may take up to 5-7 business days after approval and it will be credited to the original payment method within 5-7 business days.
• Refund Method: Approved refunds will be credited back to the original source account (e.g., bank account, credit/debit card, or payment wallet).
• Non-Refundable Fees: Any transaction or processing fees incurred may not be refundable.
  
  Non-Refundable Conditions

• Utilized Services: Refunds will not be granted for services already rendered or utilized.
• Customized Services: Customized or one-time services are also non-refundable, except in cases of non-performance by AxenCare.
• Completed Services: Fees for consultations, lab tests, or diagnostics that are completed.
• Timeframe: No refunds will be entertained under any circumstances after 15 days from the date of purchase or service booking.
  
  

Refund Process

To request a refund, send an email to support@axencare.in with the following:

• Your full name
• Order number
• Email and phone number used for the purchase
• Reason for refund request and any supporting evidence

Our team will respond within 2 business days

Once approved, refunds are processed within 15 business days to the original payment method.

No Cash Refunds or Transfers

• All refunds are credited only to the original payment source (bank, UPI, card, wallet).
• We do not issue cash refunds, cheques, or third-party transfers under any circumstances.

Dispute Resolution & Governing Law

At AxenCare, we value transparency and customer satisfaction. In the unlikely event of a dispute arising from any transaction, product, or service:

Step 1: Internal Resolution

Customers are encouraged to first reach out to our Grievance Redressal Team by writing to us at support@axencare.in with the subject line: “Dispute Resolution – [Order ID]”.
We aim to resolve all complaints within 10 business days of receipt.

Step 2: Escalation

If the issue remains unresolved after Step 1, the customer may escalate the matter by sending a formal written complaint to the AxenCare Compliance Officer at hello@axencare.in. We shall attempt a good-faith resolution through mediation within 15 business days.

Step 3: Legal Recourse

If a resolution is still not reached, the matter shall be subject to legal proceedings:

• Governing Law: This policy and all transactions undertaken through AxenCare shall be governed by and construed in accordance with the laws of India.
• Jurisdiction: Subject to the foregoing, all disputes, claims, or proceedings shall be subject to the exclusive jurisdiction of the competent courts at New Delhi, India.

Customer Support

For any assistance regarding any refund, rescheduling, or policy-related query, 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.

Policy Amendments

AxenCare reserves the right to amend this policy at any time. Updated versions will be posted on our website with the “Last Updated” date. Your continued use of our services constitutes acceptance of the revised terms.