1) Overview
Vitaminds, operating as Med Mitra (“Company”, “we”, “us”), provides staffing and care-coordination services such as hospital attendants, home nursing, elder support, physiotherapy, and at-home diagnostics via partners. This policy explains when payments can be refunded and how refunds are issued.
This policy applies to bookings made directly with Med Mitra through phone/WhatsApp/website. Marketplace or hospital platform orders follow their own policies.
2) Refund Eligibility
| Situation | Refund Policy |
|---|---|
| Before service start (you cancel) | Advance is refundable minus payment-gateway/processing charges and any verified mobilisation costs already incurred (e.g., urgent travel to site). |
| After service start (you cancel or shorten) | Pro-rata refund of the unused portion of fees, after deducting: days/shifts already delivered, applicable night/holiday allowances, and processing charges. |
| Provider unavailability (we cannot start) | 100% of advance is refundable or you may opt for the next available start/replacement. |
| Quality / suitability issue within first shift | Report during the first shift; we will attempt quick replacement. If replacement is declined, charges for time served are deducted and the balance is refunded. |
| No-show / unreachable on start day (client side) | One shift minimum may be charged to cover scheduling & mobilisation. |
3) Non-Refundable & Deductions
- Completed shifts/visits, including minimum call-out fees where applicable.
- Payment-gateway/processing charges collected by third-party providers.
- Consumables and supplies purchased on request (gloves, dressings, diapers, etc.).
- Government taxes/levies already paid.
Direct cash given to staff is outside our billing—cannot be adjusted/refunded by the Company.
4) How to Request a Refund
- Email: medmitra08@gmail.com with booking name, phone, date, and reason.
- Or call/WhatsApp: +91 6001986235.
- We may request supporting details (screenshots, prescription notes, etc.) to process quickly.
5) Processing & Timelines
- Acknowledgement: within 2 business days.
- Resolution target: within 7–10 business days after receiving complete information.
- Mode: Refunds are issued to the original payment method (UPI/Bank/Card). Bank credit timelines depend on your provider.
- Chargebacks: If a chargeback is raised, our internal refund process pauses until the payment provider resolves it.
6) Partner / Lab Services
Diagnostics and certain clinical services are fulfilled by NABL-accredited or verified partners. Once a sample is collected or a visit is completed, the service component is non-refundable. If a partner cannot deliver, you may choose a full refund or reschedule with the next available slot.
7) Pricing Errors & Overpayments
If a billing error or duplicate charge occurs, we will correct it promptly and issue any excess as a refund to the original method.
8) Policy Changes
We may update this policy from time to time. Continued use of our services/website after changes are posted means you accept the updated policy.
9) Contact
- Email: medmitra08@gmail.com
- Phone: +91 6001986235
- Address: 4th APBN Road, Santinagar, Kahilipara, Guwahati — 781019
Jurisdiction: Guwahati, Assam (India). This policy forms part of our Terms & Conditions.