1. Introduction

Dygo Diagnostics Pvt. Ltd. (“Dygo”, “we”, “us” or “our”) is committed to delivering seamless, professional diagnostic and healthcare facilitation services. This policy outlines the terms and procedures governing cancellation of bookings and refund eligibility for all users of the Dygo platform and associated services.

2. Definitions

• Cancellation: A request by a user to withdraw a booking for a diagnostic test, doctor consultation, or home sample collection scheduled through the Dygo platform, prior to the provision of the service.
• Refund: The partial or full return of payment to the user upon verified cancellation or failure of Dygo or its service providers to deliver the booked service per this policy.

3. Cancellation Policy

3.1 User-Initiated Cancellation

• Users may cancel any diagnostic/lab test, appointment, or home collection booking at any time before the scheduled service or before sample collection has occurred.
• A cancellation request must be initiated through the Dygo website, app, or Dygo customer support.
• Cancellations made after sample collection or after commencement of a booked service are generally not eligible for refunds, except in specific circumstances outlined below.

3.2 Dygo or Service Provider-Initiated Cancellation

• Dygo or its partners reserve the right to cancel or reschedule bookings due to operational exigencies, unavailability of service providers, force majeure, or unforeseen technical or logistic challenges.
• In such cases, users will be offered a choice between a full refund or free rescheduling.

3.3 No-Show Policy

• If a user fails to be present or prepared for sample collection or an appointment at the scheduled time without pre-notification, Dygo reserves the right to withhold refund and may charge a no-show fee as detailed in the fee schedule.

3.4 Timelines and Charges for Cancellation

• Full Refund Eligibility: Users may cancel the booking up to 24 (twenty-four) hours prior to the scheduled service start time to be eligible for a full refund of the service fee.
• Cancellations Within 24 Hours: Cancellations made less than 24 hours before the scheduled service will be subject to a nominal cancellation fee of INR 200/- as set forth in Dygo’s prevailing fee schedule at the time of cancellation. The balance amount, after deduction of the cancellation fee, will be refunded to the original mode of payment.
• Post-Commencement or No-Show: No refund will be issued for cancellations received after the commencement of the scheduled service, including no-shows where the user fails to be available for the booked service at the designated time, except in instances of verified fault attributable solely to Dygo or its service provider.

4. Refund Policy

4.1 Eligibility for Refund

• A user is eligible for a full or partial refund in the following cases:
• Cancellation of a booking before the service is rendered or before sample collection.
• Failure to deliver the booked service, including delayed or unprovided reports beyond the communicated turnaround time (TAT) without reasonable justification.
• Service provider’s inability to fulfill the appointment or test due to operational issues or errors attributable to Dygo or its partners.

4.2 Exclusions

• No refunds are applicable in the following circumstances:
• Cancellation after the sample has been collected or consultation rendered, except in case of verified service deficiency.
• User error or erroneous selection of service/test.
• Non-cooperation, delayed presence, or provision of inaccurate information by the user resulting in failure or improper performance of service by the provider.
• If the request for cancellation/refund is raised more than 3 days after the originally scheduled date of service.

4.3 Partial Refunds

• In rare situations where only a subset of booked tests/services are cancelled or unfulfilled, Dygo may process pro-rata partial refunds based on the service not rendered.

4.4 Exceptional Circumstances

• In the event of user dissatisfaction due to delayed, incorrect, or incomplete reports, Dygo undertakes to investigate and may issue partial or full refund subject to the outcome.

5. Refund Process

• All refund requests must be routed through official Dygo communication channels (website, app, or customer care).
• Once a refund is approved, it will be processed via the same mode as the original payment unless otherwise communicated or required by law.
• Refunds are typically credited within 7-14 business days from the date of approval. User will receive notification via email/SMS upon initiation of refund.

6. Cancellation and Refund for Doctor or Dietician Consultations

• Appointments for digital consultations can be cancelled up to 2 hours prior to the scheduled start time.
• Cancellations closer to the appointment may not be eligible for refunds except for service unavailability or technical failure attributable to Dygo or the service provider.
• If a consultation is not delivered (e.g., the provider fails to attend the session or does not respond within the scheduled window), users are eligible for a full refund for the appointment fee.

7. Right to Deny or Limit Refunds

• Dygo reserves the right to refuse or limit refunds in cases of abuse of policy, excessive cancellations, suspected misuse, or frivolous claims.
• Repeated no-shows or cancellations may result in additional administrative fees or denial of future service requests.

8. Amendments

Dygo reserves the right to modify, amend, or update this Cancellation & Refund Policy at its sole discretion at any time. Updates will be published on the Dygo website/app and will become effective immediately upon posting.

9. Contact Information

For clarification, cancellation requests, or refund assistance, users may contact Dygo’s customer care at:
Email: cs@dygodiagnostics.com
Customer Care Number: 8800580012
Or use the in-app/web support feature.

All refund, cancellation, and service policies are subject to applicable laws and regulatory guidelines.
This policy supersedes all previous cancellation and refund statements issued by Dygo Diagnostics Pvt. Ltd.