TELTH HEALTHCARE PLATFORMS AND services

This policy applies to:

• Medical consultations (in-person and telemedicine)
• Diagnostic tests and health examinations
• Care plans and subscription services
• Home care visits by Care Managers (CM) and Community Care Managers (CCM)
• E-pharmacy orders and medication delivery
• Training and certification programs
• Medical device purchases and rentals
• Emergency and urgent care services

3.1 Medical Consultations

3.2 Diagnostic Tests and Health Examinations

3.3 Care Plans and Subscriptions

3.4 Home Care Visits (CM/CCM Services)

3.5 E-Pharmacy Orders

3.6 Medical Devices and Equipment

4.1 Medical Emergencies

In case of patient medical emergencies requiring immediate hospitalization:

• Full refund for all pre-booked services
• No cancellation charges apply
• Medical certificate from treating physician required

4.2 Force Majeure Events

During events beyond reasonable control (natural disasters, government lockdowns, etc.):

• Services may be rescheduled without penalty
• Full refunds available if rescheduling not possible
• Credit notes valid for 12 months may be offered as alternative

5.1 Refund Timeline

• Credit/Debit Cards: 5-7 business days
• Net Banking: 3-5 business days
• UPI/Digital Wallets: 1-3 business days
• Cash payments: Processed through bank transfer within 7-10 business days

5.2 Refund Method

• Refunds will be processed to the original payment method
• For cash payments, refunds will be processed via bank transfer (bank details required)
• Processing fees and gateway charges are non-refundable unless specified otherwise

5.3 Payout Impact on Stakeholder Compensation

When refunds are processed:

• CM/CCM payments will be adjusted in subsequent payouts
• Doctor consultation fees will be reversed if consultation hasn't occurred
• Diagnostic center payments will be withheld until service completion
• Platform fees and commissions will be adjusted accordingly

6.1 How to Cancel

Cancellations can be initiated through:

• Telth mobile application
• Customer care helpline: 18005700140
• Website: www.mytelth.com
• Direct communication with assigned CM/CCM (for home visits)

6.2 Required Information

• Booking/Order ID
• Registered mobile number
• Reason for cancellation
• Supporting documents (if applicable)

6.3 Confirmation

• Cancellation confirmation will be sent via SMS and email
• Refund reference number will be provided
• Customer can track refund status through the app/website

The following services are non-refundable:

• Completed consultations and diagnostic tests
• Used portions of care plans and subscriptions
• Emergency services after provider mobilization
• Training programs after completion of 25% curriculum
• Digital health reports and second opinions
• Platform convenience fees
• Payment gateway charges (except where specified)

8.1 Technical Issues

If service cancellation is due to technical issues on Telth's platform:

• Full refund without any deductions
• Expedited refund processing within 24-48 hours
• Complimentary rescheduling if desired

8.2 Provider Unavailability

If cancellation is due to healthcare provider unavailability:

• Full refund or free rescheduling
• Compensation equivalent to 10% of service fee (up to ₹500)
• Priority booking for rescheduled appointments

8.3 Prescription-Related Cancellations

If consultation is cancelled due to prescription issues:

• Medicines: Full refund if not dispatched
• Follow-up consultation: Free rescheduling within 7 days

9.1 Grievance Redressal

• First level: Customer care team (Response within 24 hours)
• Second level: Operations manager (Response within 48 hours)
• Third level: Senior management (Response within 72 hours)

9.2 Contact Information

• This policy may be updated periodically
• Users will be notified of significant changes via email/SMS
• Continued use of services constitutes acceptance of updated policy
• Changes are effective immediately upon publication

This policy shall be governed by the laws of India, and any disputes shall be subject to the exclusive jurisdiction of courts in Chennai, Tamil Nadu.