Refund & Cancellation Policy

1. Scope of This Policy

This Refund & Cancellation Policy ("Policy") applies to the HoMedi platform operated by NeXora Health Systems Private Limited, CIN U86909TS2026PTC215305, registered office at 4-12-927/1, Plot No. E1, RD-1, Portion C, Auto Sai Nagar Colony, Vanasthalipuram, Hyderabad, Rangareddy District, Telangana – 500070 ("NeXora", "we", "us"). It forms part of, and should be read with, the Terms & Conditions — Patients and the Terms & Conditions — Healthcare Providers. Capitalised terms not defined here have the meanings given in those Terms.

How money moves on HoMedi:

• Patients pay NeXora nothing. No payment is taken from patients through the Platform.

• Visit Fees — the Home-Visit Fee, any Consultation Fee, and any Procedure Fees, all set by each Provider on their Rate Card, and, for an ECG Booking, the fixed, all-inclusive ECG Package Price of ₹499 (which includes the cardiologist interpretation) — are paid by the patient directly to the Provider at the patient's address, in cash or by UPI, after the visit. They never pass through NeXora.

• Providers pay NeXora a weekly or monthly Subscription after a Free Period, purchased either on the Provider Portal (provider.homedi.in) through Razorpay at ₹349 per week or ₹1,199 per month, inclusive of GST, or within the HoMedi provider app through Google Play at the price displayed by Google Play.

• Providers who offer ECG buy ECG Interpretation Credits from NeXora (₹99 per Credit, inclusive of GST), paid only through Razorpay in the HoMedi provider app. Patients never buy Credits.

Part A of this Policy covers patient bookings, including ECG Bookings. Part B covers Provider Subscriptions. Part C covers ECG Interpretation Credits.

PART A — PATIENT BOOKINGS

2. Cancellation Matrix

Cancelling or rescheduling never costs a patient anything on HoMedi, and no Visit Fees are payable for a visit that does not take place. The table below shows how each cancellation is recorded.

• A Provider must not charge a patient any fee — including for travel — for a visit that did not take place.

• These rules apply to an ECG Booking in the same way as to any other booking. No ECG Package Price is payable for an ECG Booking that does not take place.

• Repeated late cancellations or no-shows by a patient may result in warnings, booking restrictions, or suspension of the account under the Terms & Conditions — Patients.

Safety exception: if a Provider terminates a visit because of harassment, abuse, an unsafe environment, or unlawful conduct at the visit location, the visit is recorded as a patient no-show and may lead to suspension of the patient's account.

3. How to Cancel

• Cancel through the app: Bookings → select the booking → Cancel. The cancellation time recorded by the Platform (Indian Standard Time) is decisive for the 2-hour rule.

• If you are unable to cancel in-app, contact support at support@homedi.in. The time your request is received is treated as the cancellation time.

• A booking for a dependent may be cancelled by the patient or by the caregiver who booked it.

4. Rescheduling

• Where the app offers rescheduling, a reschedule requested more than 2 hours before the visit is free and is not recorded against you.

• A reschedule requested less than 2 hours before the visit is recorded as a late cancellation followed by a new booking.

• We do not guarantee that the same Provider, or any Provider, will be available at the rescheduled time. If no slot is available, you may cancel under Section 2.

• NeXora or the Provider may propose a reschedule (for example, if the Provider is running late). Declining a reschedule proposed for reasons not attributable to you is never recorded against you.

5. Disputes About Visit Fees

• Visit Fees are paid directly to the Provider and are outside the Platform's payment system. NeXora does not hold, and cannot itself refund, money paid to a Provider.

• You must not be charged more than the Home-Visit Fee and Consultation Fee recorded for your booking; must not be charged for the Basic Bedside Assessment or Basic Oral Examination; and must not be charged for a procedure that is not listed on the Provider's Rate Card, is charged above its listed fee, or was not agreed with you before it was performed. For an ECG Booking, you must not be charged more than the ECG Package Price, or any separate home-visit, consultation, or interpretation fee.

• If you believe you were overcharged, raise it through the grievance process (Section 12) with your booking ID. NeXora will investigate, may require the Provider to account for the charge, and may take action against the Provider, including suspension or delisting.

PART B — PROVIDER SUBSCRIPTIONS

6. Free Period

No Subscription is charged during the Free Period described in the Terms & Conditions — Healthcare Providers, so there is nothing to refund for it.

7. Cancelling Your Subscription

• Bought on the Provider Portal: cancel from the subscription page of the Provider Portal (provider.homedi.in). This also stops the Razorpay payment mandate for future renewals.

• Bought through Google Play: cancel in your Google Play subscription settings.

• Deleting the HoMedi app or delisting your profile does not cancel the Subscription.

• The Subscription renews automatically at the end of each billing period — each week for the weekly plan, or each month for the monthly plan — until you cancel it.

• Cancellation takes effect at the end of the current billing period, whether weekly or monthly. You keep full access until then. Except as set out in Section 9, NeXora does not make refunds for part of a billing period.

8. Refund Requests

• Provider Portal (Razorpay): except as set out in Section 9, a Subscription payment is not refundable once the billing period it pays for has begun. If a payment is debited but your Subscription is not activated or renewed, or you are charged in duplicate or in error, write to providers@homedi.in with the Razorpay payment ID (or the date, time, and amount of the payment). NeXora will check the payment with Razorpay and either activate the Subscription or refund the amount to the original payment method through Razorpay.

• Google Play: you may request a refund through Google Play, which decides requests under its own refund policy. NeXora may also, at its discretion, issue a refund through Google Play. Failed or duplicate Google Play charges are handled by Google; contact Google Play first, and if you need help, write to providers@homedi.in with your Google Play order number and we will assist.

• The record of each charge is the GST tax invoice issued by NeXora for a Provider Portal payment, or your Google Play receipt for a Google Play purchase.

9. Refunds When NeXora Is at Fault

• If NeXora discontinues the Platform or the service in your area, or terminates your listing where you are not in breach of the Terms, NeXora will refund the unused portion of your current billing period on a pro-rata basis.

• If your listing is suspended pending an inquiry and the inquiry closes with no finding against you, NeXora will, at your choice, refund the Subscription for the period of suspension on a pro-rata basis, or extend your Subscription by that period.

• These refunds are made through Razorpay for Provider Portal payments, or through Google Play where Google Play allows it, and otherwise directly to your bank account by NEFT. For a NEFT refund, our support team will contact you to collect your bank account number, IFSC code, account holder name, and branch. NeXora is not responsible for transfers that fail or are misdirected because of incorrect details provided by you, though we will assist in tracing them.

• No refund is due for a suspension or termination resulting from your breach of the Terms, including three-strike suspensions.

PART C — ECG INTERPRETATION CREDITS

9A. About ECG Interpretation Credits

• ECG Interpretation Credits ("Credits") are bought by Providers only, from NeXora, within the HoMedi provider app, and are paid for only through Razorpay (UPI, cards, or netbanking) — not through Google Play Billing. Each Spandan cardiologist interpretation of an ECG uses one Credit. A GST tax invoice is issued for each purchase.

• Patients never buy Credits and are never charged for them. The ECG Package Price a patient pays the Provider already includes the interpretation, and is a Visit Fee covered by Part A.

9B. Credits Are Not Refundable in Money

• Credits do not expire, and are not refundable in money. They are not transferable to any other person or account.

• Automatic return: when you send an ECG for interpretation, one Credit is held, and it is used when the ECG is saved. If the request fails, the held Credit is released. If an interpretation fails or Sunfox cannot complete it, the Credit is returned to your balance automatically. No request is needed.

9C. Payment Problems

• Payment debited but Credits not added: if your payment is debited but the Credits are not added to your balance (for example, because the payment confirmation failed), NeXora will, after verifying the payment with Razorpay, either add the Credits to your balance or refund the payment to the original payment method through Razorpay.

• Duplicate or erroneous charges: if you are charged more than once for the same purchase, or charged in error, NeXora will, after verification, refund the excess amount to the original payment method through Razorpay.

• How to raise it: write to providers@homedi.in, or use Settings → Help & Grievances in the app, with the Razorpay payment ID (or the transaction reference shown by your bank or UPI app), the date and amount of the payment, and the invoice number if one was issued.

• Once a refund is initiated through Razorpay, the time taken for it to reach your account depends on Razorpay and your bank, card issuer, or UPI provider.

10. What This Policy Does Not Cover

• Medicines, consumables, diagnostics, or other purchases made from third parties or from the Provider outside the Rate Card. (An ECG Booking made through the Platform is covered by Part A.)

• Devices and equipment obtained by a Provider, including any ECG device.

• Other optional services under separate terms. Apart from ECG Interpretation Credits (Part C), any optional service a Provider has agreed to in writing (for example, a device or diagnostic add-on) is governed by its own terms.

• Dissatisfaction with clinical outcome. Completion of a visit by a verified Provider does not entitle the patient to withhold or recover Visit Fees on the ground of the clinical result. Complaints about the quality of care are handled through the grievance process and, where applicable, the Provider's professional regulator, without prejudice to the patient's rights under the Consumer Protection Act, 2019.

• Stored records. Records of completed visits — including prescriptions — are stored by NeXora as a technology service under the Terms & Conditions and Privacy Policies, with the patient's consent. Cancellation of a booking, or cancellation of a Subscription, does not affect records of visits already completed, which are retained in accordance with the applicable Privacy Policy and medical record-keeping law.

11. Abuse of This Policy

Repeated late cancellations, no-shows, bookings made without intent to avail the service, or chargebacks raised in place of the store refund process, the process in Part C, or the grievance process may result in warnings, booking restrictions, or suspension of the account (patient or Provider), in accordance with the applicable Terms & Conditions.

12. Grievances and Escalation

• Grievance Officer: Mr.Manoj Kumar, Data Protection Officer | Email: grievance@homedi.in | Address: 4-12-927/1, Plot No. E1, RD-1, Portion C, Auto Sai Nagar Colony, Vanasthalipuram, Hyderabad, Rangareddy District, Telangana – 500070 | In-app: Settings → Help & Grievances.

• Grievances under this Policy are acknowledged within 48 hours and resolved within 30 days. Nothing in this Policy limits your rights under the Consumer Protection Act, 2019, including your right to approach the appropriate Consumer Commission.

13. Changes to This Policy

We may update this Policy from time to time. Material changes will be notified through the app before they take effect and will apply only to bookings made, Subscription periods beginning, or Credits purchased, after the effective date of the change. The version applicable to a booking is the version in force when the booking was made.