Akos RETURN POLICY, REFUND, CANCELLATION AND SHIPPING CHARGES POLICY
Akos MD Healthcare Private Limited (“Akos”) team facilitates processing correct medicines as per order and prescription and strives to service the medicines and products in right conditions without any damage every time a consumer places an order. We also strongly recommend the items are checked at the time of delivery.

1. DEFINITION


'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:
1.1 Product(s) delivered do not match your order;
1.2 Product(s) delivered were damaged in transit (do not to accept any product which has a tampered seal):
1.3 Service(s) are not received by the consumer.
Note: If the product that you have received is damaged, then do not accept the delivery of that product. If after opening the package you discover that the product is damaged, the same may be returned for a refund. Please note that we cannot promise a replacement for all products as it will depend on the availability of the particular product, in such cases we will offer a refund.
In the aforesaid unlikely situations, if there is something wrong with the order, we'd be happy to assist and resolve your concern. You may raise a Return request with our customer care within 01 (one) day from the delivery of the product. Akos reserves the right to cancel the Return request, if the customer reaches out to Akos after one day of delivery.
There is no cancellation of orders placed under the urgent Delivery category.
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 vendor concerned in respect of the contents of the product relating to that refund.
In the event of frivolous and unjustified complaints regarding the quality and content of the products, Akos reserves the right to pursue necessary legal actions against you and you will be solely liable for all costs incurred by Akos in this regard.
The returns are subject to the below conditions:-
1. Any wrong ordering of product doesn’t qualify for Return;
2. Batch number of the product being returned should match as mentioned on the invoice;
3. Return requests arising due to change in prescription do not qualify for Return;
4. Product being returned should only be in their original manufacturer's packaging i.e. with original price tags, labels, bar-code and invoice; and
5. Partially consumed strips or products do not qualify for Return, only fully unopened strips or products can be returned.


2. RETURN PROCESS:


2.1 For Return intimation, please visit on the web or alternatively call us at 8595461929 (Open 10am to 6pm).
2.2 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.
2.3 Once the claim is verified as genuine and reasonable, Akos will initiate the collection of product(s) to be returned.
2.4 The customer will be required to pack the product(s) in original manufacturer’s packaging.
2.5 Refund will be completed within 10 (ten) days from date of reverse pick up (if required).

3. LAB TEST:


In case of medical tests, a Refund request may be raised in the following cases:
3.1 If the patient has suffered from Haematoma or any prick related injury;
3.2 If the report has been challenged and no proper justification (i.e. reasonable clarification provided either by Akos or the diagnostic centre) has been provided;
3.3 Akos is not able to provide the promised services, the amount collected from the user, if any, will be refunded. In case of partial services, e.g. only certain tests done out of a list of tests booked, the amount for the tests not done will be refunded.
3.4 In an unlike 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.

4. REFUND PROCESS:


In all the above cases, if the claim is found to be valid, Refund will be made as mentioned below:
4.1 Order placed through online wallet will be credited to the wallet; and
4.2 Order placed through cash on delivery will be refunded through fund transfer to customer bank account.

5. ONLINE CONSULTATION:


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 specified timeline.
A customer will be eligible to raise a request for Refund in case the consultation marked as pending by doctor or by patient and don’t want to resume the consultation.
Customer will not be entitled for any refunds in cases where, the Practitioner is unable to meet the User at the exact time of the scheduled appointment time and the User is required to wait, irrespective of the fact whether the User is required to wait or choose to not obtain the medical services from the said Practitioner.
The customer is required to raise the Refund request with Akos customer care within 24 (twenty four) hours from the time of submission of query or receiving of response. The request for the Refund will be validated by Akos customer care team.
In case of valid Refund, the same will be done by crediting the bank account of the customer. Refund process shall be completed within 5 (five) working days from the date of submission of the request for Refund.

6. SHIPPING CHARGES


A shipping charge will be applicable and will intimate at the time of order.
For any further Refund related information, please write to support@akosmd.in.

7. CANCELLATION POLICY


Customer cancellation:
The customer can cancel the order for the product till Akos ship it. Orders once shipped cannot be cancelled.
The customer can cancel the order for medical test till 12hours of the scheduled time. We reserve the sole right to cancel/refuse to provide/continue services in the following circumstance:
• In the event of physical tampering with the achine;
• Not complying with the check-up procedure/requirements
• Using abusive/inappropriate language during consultation
• Unavailability of the health check-ups or required doctors
Akos cancellation:
There may be certain orders that Akos partners are unable to accept and service and these may need to be cancelled. Some situations that may result in your order being cancelled include, non-availability of the product or quantities ordered by you or inaccuracies or errors in pricing information specified by our partners.
Akos also reserves the right to cancel any orders that classify as ‘Bulk Order’ as determined by Akos as per certain criteria. An order can be classified as ‘Bulk Order’ if it meets with the below mentioned criteria, which may not be exhaustive, viz:
i. Products ordered are not for self-consumption but for commercial resale;
ii. Multiple orders placed for same product at the same address;
iii. Bulk quantity of the same product ordered;
iv. Invalid address given in order details;
v. Any malpractice used to place the order.

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Akos MD Healthcare Pvt. Ltd.

SmartWork Corporate Park, Maple Towers,
Sector-125, Noida, Pin-201303