Pricing Policy

‘Return’ means an action of giving back the product ordered or not taken the services at Akos portal by the consumer. The following situations may arise which may cause the action of return of product:

1. Product/equipment does not match your order.
2. Products delivered were damaged in transit (do not accept any product which has a tampered seal).
3. Invoices not received by the consumer.

In the aforesaid unlikely situations, if there is something wrong with the order, we’d be happy to assist and resolve your concern. You must raise a Return request with our customer care team within one day of delivery of the products. Akos reserves the right to cancel the Return request, if the customer reaches out to Akos after one day of delivery.

Upon receiving your Return/Refund request, Akos shall verify the authenticity and the nature of the request. If Akos finds that the request is genuine, it will initiate the Return and Refund process. Akos shall process the refund only once it has received the confirmation from the person concerned in respect of the contents of the product relating to the refund.

The returns are subject to the below conditions:

• Any wrong ordering of product doesn’t qualify for Return.
• Batch number of the product being returned should match as maintained on the invoice.
• Return requests arising due to change in prescription do not qualify for Return.
• Product being returned should also be in their original manufacturer’s packaging i.e. with original price tags, labels, bar-code and invoice.
• Partially consumed strips or products do not qualify for Return; only fully unopened strips or products can be returned.

1. For Return initiation, please visit our website or alternatively call us at 8595607629 (Open 10am to 1pm).
2. Akos customer care team will verify the claim made by the customer within 72 (seventy two) business hours from the time of receipt of complaint.
3. Once the claim is verified as genuine and reasonable, Akos will initiate the collection of product(s) to be returned.
4. The customer will be required to pack the product(s) in original manufacturer’s packaging.
5. Refund will be completed within 10 (ten) days from date of reverse pick up (if required).

In case of medical tests, a Refund request may be raised in the following cases:

1. If the patient has suffered from Haemolysis or any pick related injury.
2. If the reports are lower challenged due to improper performance (i.e. reasonable clarification provided either by Akos or the diagnostic centre has not been provided).
3. Akos is not able to provide the promised services; the amount collected from the user, if any, will be refunded. In case of partial service, i.e. only certain tests done out of a list of tests booked, the amount for the tests not done will be refunded.
4. In an extreme case of problem with the health check-up machine, you will be entitled to cancel the entire order and shall be entitled to a refund in accordance with our refund policy.

In all the above cases, if the claim is found to be valid, Refund will be made as mentioned below:

1. Order placed through online wallet will be credited to the wallet, and
2. Order placed through cash on delivery will be refunded through fund transfer to customer bank account.

In case of online consultation, a customer will be eligible to raise a request for Refund in case the consultation query is not replied within the specified timeline. Customer will not be eligible for any refund if the consultation has already been initiated. The customer is required to raise the Refund request within 24 hours of the scheduled consultation time.

Shipping charges will be applicable as set and mentioned on the Akos order. Any change in the total amount for services will be disclosed at the time of order placement.

The cancellation can be for the below reasons only, in which a refund will be initiated after proper verification. The customer can cancel the order for reasons which are mentioned in the section above, within one day of the order confirmation.

An order can be cancelled in case of the below instances:

• The services were not available.
• The order was not placed by the customer.
• Fraudulent use of account.
• In case of doctor prescribed changes.
• Due to any other technical issue.

If a customer cancels an order for reasons other than those mentioned above, the standard return policy as defined above will apply to such cancellation, and a refund will be provided accordingly, in line with the return policy.