Refund, Cancellation and Program Extension Policy

ChanRe Care legal and service information.

1. General

ChanRe Care offers healthcare, wellness, diet & nutrition, exercise rehabilitation, Yoga, lifestyle management and/or other programs and services through its platform, as applicable. The refund, cancellation and program extension terms applicable to a user may vary depending on the specific program or service purchased.

The applicable refund, cancellation and validity terms, if any, will be communicated to the user at the time of purchase or before the service is commenced. By purchasing a program or service through ChanRe Care, the user agrees to the terms applicable to that particular program or service.

2. Cancellation by the User

A user may request cancellation of a purchased program or service by contacting ChanRe Care through the official contact details provided on the platform.

Cancellation requests must be made within the applicable cancellation period, where such a period is specified for the relevant program or service.

Cancellation of a program does not automatically entitle the user to a refund. Any refund will be considered in accordance with this policy and the specific terms applicable to the purchased program or service.

3. Circumstances Where a Refund May Be Applicable

Subject to verification and applicable law, ChanRe Care may provide a full or partial refund in the following circumstances:

  • The user has been charged more than once for the same transaction due to a technical or payment processing error.
  • Payment has been successfully deducted from the user's account, but the purchased program or service was not activated or could not be provided due to an error attributable to ChanRe Care or its payment/service systems.
  • ChanRe Care cancels a program or service and is unable to provide an alternative service that is reasonably acceptable to the user.
  • ChanRe Care is unable to deliver a material part of the paid service for reasons attributable to ChanRe Care.
  • A refund is required under applicable law.
  • Any other refund is specifically approved by ChanRe Care based on the circumstances of the case.

Where a refund is approved, the amount of the refund may depend on whether the program or service has commenced and the extent to which the services have already been provided or utilized.

4. Circumstances Where a Refund May Not Be Applicable

Unless otherwise required by applicable law, a refund may not be provided in the following circumstances:

  • The user has substantially utilized or completed the purchased program or service.
  • The user voluntarily stops participating in the program after the program or service has commenced.
  • The user fails to attend scheduled consultations, appointments, sessions or activities without providing the required notice for cancellation or rescheduling.
  • The user does not use the purchased program or service within its stated validity period.
  • The user fails to follow, participate in or complete the program for personal reasons, lack of motivation, change of preference, travel or other reasons not attributable to ChanRe Care.
  • The user provides inaccurate, incomplete or misleading information that affects the delivery of the service.
  • The refund request is made after the applicable refund or cancellation period has expired.
  • The program or service was expressly identified as non-refundable at the time of purchase, provided that such term is permitted under applicable law and was clearly disclosed to the user before purchase.

5. Refunds for Medical or Health-Related Circumstances

If a user becomes medically unable to continue a program, the user may request cancellation, refund or program extension by contacting ChanRe Care.

Such requests may be considered on a case-by-case basis and may require appropriate supporting documentation. Depending on the circumstances, ChanRe Care may, at its discretion and subject to applicable law, offer one of the following:

  • Program extension.
  • Rescheduling of services.
  • Transfer of eligible unused services to a later period.
  • Full or partial refund for eligible unused services.

The availability of a refund or extension will depend on the nature of the program, the extent of services already provided, the remaining validity period and the circumstances of the request.

6. Program Validity and Expiry

Each program or package purchased through ChanRe Care will have a specified validity period, which will be communicated to the user at the time of purchase or activation.

The user is responsible for utilizing the program within the applicable validity period. Unless an extension has been expressly approved by ChanRe Care, unused services may expire upon completion of the validity period.

Expiry of a program due to non-utilization by the user does not automatically entitle the user to a refund.

7. Program Extension

A user may request an extension of the program validity period before the program expires.

An extension may be considered in circumstances including, but not limited to:

  • Hospitalization or a significant medical condition that temporarily prevents participation.
  • A medical procedure or treatment that prevents the user from continuing the program.
  • Other documented health-related circumstances that reasonably prevent participation.
  • Technical problems or service interruptions attributable to ChanRe Care that materially affect the user's ability to access or use the program.
  • ChanRe Care's inability to provide a scheduled service for reasons attributable to ChanRe Care.
  • Other exceptional circumstances approved by ChanRe Care on a case-by-case basis.

Where an extension is approved, ChanRe Care may specify the duration of the extension and any applicable conditions. Unless otherwise approved, extensions will be limited to a reasonable period and may not be granted indefinitely.

  • One month program: no pause or extension.
  • Three months program: one pause (one week only).
  • 6 months and 1 year programs: 2 pauses.

Terms and Conditions shall apply for pause and extension.

8. Circumstances Where Program Extension May Not Be Applicable

An extension may not be granted where:

  • The user simply fails to use the program within the validity period without a reasonable explanation.
  • The user forgets to schedule or attend available appointments or sessions.
  • The user is unable to participate due to routine personal commitments, travel or change in personal plans.
  • The request is made after the program has already expired, unless ChanRe Care determines that exceptional circumstances justify an extension.
  • The maximum extension period applicable to the relevant program has already been exhausted.
  • The specific program or promotional offer was clearly identified as non-extendable at the time of purchase.

9. Missed Appointments and Sessions

Where a program includes consultations, appointments or scheduled sessions, the user is expected to attend at the scheduled time.

A user who is unable to attend should request cancellation or rescheduling within the notice period communicated by ChanRe Care.

Failure to attend a scheduled appointment without adequate prior notice may result in the appointment being treated as utilized or forfeited and may not qualify for a refund or extension.

10. Refund Processing

Where a refund is approved, ChanRe Care will generally process the refund through the original payment method, wherever reasonably possible.

The time required for the refund to reflect in the user's bank account, card or payment account may depend on the relevant bank, card issuer, payment gateway or financial institution.

Any applicable transaction charges, payment gateway charges or other deductions will be handled in accordance with applicable law and the terms disclosed to the user at the time of purchase.

11. How to Request a Refund or Extension

Refund or program extension requests should be submitted through the official ChanRe Care contact details available on the platform.

The request should include the user's name, registered mobile number or email address, program or service purchased, date of purchase and the reason for the request, along with supporting documents where relevant.

ChanRe Care may review each request individually and may request additional information before making a decision.

12. No Waiver of Legal Rights

Nothing in this policy is intended to exclude, restrict or limit any rights or remedies available to a user under applicable law.

ChanRe Care reserves the right to modify this Refund, Cancellation and Program Extension Policy from time to time. The version applicable to a purchase will generally be the version communicated to the user at or before the time of purchase, subject to applicable law.

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