KISLAY ICONIC HEALTH CARE PVT. LTD.

Website: https://www.kiconichealthcare.com
Email: kiconichealthcare@gmail.com

Effective Date: 1 November 2025

KISLAY ICONIC HEALTH CARE PVT. LTD. is committed to delivering reliable, transparent and patient-centric healthcare services across India.

We understand that medical emergencies, changes in patient conditions, travel arrangements and unforeseen circumstances may require patients or their authorised representatives to cancel, postpone or modify a confirmed service.

This Refund, Cancellation and Service Termination Policy establishes the terms and conditions governing payments, cancellations, refunds, service modifications and related financial matters for services booked through KISLAY ICONIC HEALTH CARE PVT. LTD.

This policy applies to all customers, patients, attendants, representatives and other individuals making payments for services provided or arranged by the company.

This policy applies to all services offered, facilitated, coordinated or arranged by KISLAY ICONIC HEALTH CARE PVT. LTD., including but not limited to:

1. Train Ambulance Services.
2. Road Ambulance Services.
3. Air Ambulance Services.
4. Domestic and Interstate Medical Transportation.
5. International Medical Evacuation and Patient Transportation, where offered.
6. Home Nursing and Attendant Services.
7. Home Healthcare Services.
8. Home Sample Collection for Laboratory Tests.
9. Diagnostic and Laboratory Services.
10. Medical Consultation and Healthcare Coordination.
11. Hospital Admission and Medical Assistance Services.
12. Other healthcare, medical transportation and allied services offered by the company.

Different services may have different cancellation and refund conditions depending on the operational arrangements, third-party commitments and expenses involved.

Patients or their authorised representatives may request cancellation of a confirmed booking by contacting the company through its official communication channels.

The following general conditions apply:

• Customers are encouraged to communicate cancellation requests as early as possible.
• For regular service bookings, cancellation requests should be communicated within two hours of booking or at least 48 hours before the scheduled service, as applicable.
• Cancellation requests received after operational arrangements have commenced may attract applicable charges.
• Any expenses already incurred towards service arrangements, staff deployment, transportation, tickets, medical equipment or third-party services may be deducted from the eligible refund.
• Cancellation requests will be considered only after verification of the booking and payment details.

For emergency medical transportation, cancellations may be subject to additional operational conditions.

Train Ambulance services involve advance arrangements, including railway reservations, medical team allocation, medical equipment, ambulance arrangements, patient coordination and other logistical commitments.

Accordingly, the following conditions apply:

a. Cancellation Before Operational Arrangements

If a customer cancels the booking before any significant operational arrangements or third-party commitments have been made, the eligible amount may be refunded after deducting any applicable administrative or payment processing charges disclosed at the time of booking.

b. Cancellation After Railway Ticket Booking

If railway tickets have already been booked, the applicable railway cancellation charges and other non-refundable expenses will be deducted from the refund amount.

c. Cancellation After Medical Team Deployment

If medical personnel, nursing staff, ambulance vehicles or other resources have already been allocated or deployed, the associated expenses may be deducted from the amount paid.

d. Cancellation After Service Commencement

Once the patient transportation process has commenced, including ambulance mobilisation, patient pickup or commencement of the train journey, the amount paid will generally be non-refundable to the extent of services delivered and costs incurred.

e. Patient's Medical Condition Changes

If a patient's medical condition changes and the attending doctor advises against transportation, the company may review the refund request based on the stage of service execution and expenses already incurred.

For Road Ambulance services:

• Cancellation requests received before vehicle dispatch may qualify for a full or partial refund, subject to any disclosed booking charges.
• If the ambulance has already been dispatched, reasonable mobilisation and operational charges may be deducted.
• If the ambulance reaches the pickup location and the patient or attendant refuses the service, applicable no-show and deployment charges may apply.
• Once transportation has commenced, charges for the service delivered will generally not be refundable.
• If the company is unable to provide the confirmed ambulance service, the eligible amount will be refunded or an alternative arrangement may be offered with the customer's consent.

Air Ambulance services require substantial advance coordination, including aircraft arrangements, aviation permissions, medical crew allocation, ground ambulances and other logistical arrangements.

Therefore:

• Cancellation before aircraft or third-party confirmation may qualify for a refund after deduction of expenses already incurred.
• Cancellation after aircraft booking or confirmation will be subject to applicable aviation operator cancellation charges.
• Charges for medical team deployment, aircraft positioning, ground transportation and other non-recoverable expenses may be deducted.
• Once the aircraft has been mobilised or the service has commenced, refunds will generally be limited to any unused and recoverable portion of the payment, where applicable.
• If the service is cancelled due to operational or aviation-related restrictions, the company will review the refund based on actual costs incurred and amounts recoverable from third-party providers.

For Home Nursing and Attendant Services:

• Customers should provide at least 48 hours' notice for cancellation or rescheduling of a confirmed service, wherever practicable.
• If cancellation is requested before the nursing professional or attendant has been assigned or deployed, the eligible amount may be refunded.
• If the professional has already been assigned, scheduled or dispatched, reasonable administrative and deployment charges may apply.
• For ongoing nursing arrangements, refunds will be calculated based on the unused service period, applicable contractual terms and expenses already incurred.
• Fees for completed services will not be refundable.
• Any advance payment for future services may be refunded after deducting applicable charges and expenses.

For diagnostic tests and home sample collection:

• Cancellation before sample collection may qualify for a refund, subject to applicable booking and processing charges.
• If a sample collection professional has already been dispatched, reasonable collection or deployment charges may apply.
• Once the sample has been collected and processed by the laboratory, the payment will generally be non-refundable.
• If a test cannot be performed due to laboratory-related issues, sample rejection or other reasons attributable to the company or its service provider, a repeat test or eligible refund may be offered.
• Duplicate payments and verified billing errors will be refunded after verification.

For consultation, hospital coordination and other healthcare assistance services:

• Cancellation requests must be submitted before the scheduled appointment or commencement of the service.
• Consultation fees for completed consultations are non-refundable.
• Where a consultation or coordination service is cancelled by the company or the concerned service provider, an eligible refund or rescheduling option may be offered.
• Third-party hospital, doctor or professional charges will be governed by the applicable cancellation conditions communicated at the time of booking.

Refunds may be considered under the following circumstances:

a. Cancellation Within the Permitted Period

Customers cancelling within the applicable cancellation period may qualify for a full or partial refund, depending on the service booked and the operational expenses incurred.

b. Service Not Provided

If KISLAY ICONIC HEALTH CARE PVT. LTD. is unable to provide a confirmed service for reasons attributable to the company, the eligible amount will be refunded after accounting for any portion of the service already delivered.

c. Duplicate or Excess Payments

If a customer makes a duplicate payment or pays an amount exceeding the actual invoice value, the excess amount will be refunded after verification.

d. Billing Errors

Verified billing discrepancies or incorrect charges will be corrected, and the excess amount will be refunded.

e. Unsatisfactory Service

Customers who are dissatisfied with the service provided may submit a written complaint and refund request. Each request will be investigated individually, considering the nature of the complaint, service delivered and supporting evidence.

f. Partial Service Delivery

Where only a portion of the booked service has been completed, any eligible refund will be calculated after accounting for the completed service, resources utilised and non-recoverable expenses.

The following expenses may be non-refundable where they have actually been incurred or become contractually payable:

1. Railway and airline ticket charges and cancellation penalties.
2. Aircraft booking, positioning and mobilisation expenses.
3. Ambulance vehicle mobilisation and deployment charges.
4. Medical team, nursing staff and healthcare professional deployment charges.
5. Hospital, laboratory and third-party service provider charges.
6. Medical equipment and consumables procured specifically for the patient.
7. Administrative and coordination expenses disclosed before booking.
8. Payment gateway or banking charges, where legally permissible and disclosed.
9. Other verified and non-recoverable expenses directly associated with the booked service.

The company will not impose arbitrary deductions. Applicable deductions will be based on the nature of the booking, disclosed terms and expenses actually incurred or contractually committed.

A no-show occurs when the patient or authorised representative fails to be available at the agreed time and location without providing prior cancellation or rescheduling notice.

In such cases:

• The company may levy reasonable charges for resources reserved or deployed.
• Ambulance dispatch and waiting charges may be applicable.
• Medical team deployment charges may be deducted where applicable.
• For Train Ambulance and Air Ambulance bookings, applicable third-party and non-recoverable expenses may be deducted.
• Refund eligibility will be assessed based on the specific circumstances.

The company reserves the right to cancel, postpone or modify a confirmed service in circumstances including:

• Unavailability of the required ambulance or medical personnel.
• Unforeseen operational difficulties.
• Safety concerns relating to the patient or transportation.
• Natural disasters, severe weather or other force majeure events.
• Railway, airline or other transportation disruptions.
• Regulatory restrictions or government directives.
• Third-party service provider failure.
• Other circumstances beyond the reasonable control of the company.

Where the company cancels a service before delivery for reasons attributable to the company, the customer will be entitled to an eligible refund of the undelivered service amount.

Where a third-party provider is involved, the refund will be assessed after considering recoverable payments, non-recoverable commitments and the services already delivered.

The company may also offer an alternative service or rescheduling option, subject to customer consent.

All refund requests must be submitted in writing to the company's official email address:

Email: kiconichealthcare@gmail.com

The request must contain the following information:

1. Patient's full name.
2. Name of the person who made the booking.
3. Booking or service reference number.
4. Date of booking.
5. Scheduled service date.
6. Amount paid.
7. Payment transaction ID or reference number.
8. Reason for requesting the refund.
9. Supporting documents, if applicable.

The company may request additional information or documents to verify the refund claim.

Incomplete refund requests may require additional verification before processing.

• All refund requests will be reviewed by the company's authorised representatives.
• Refund eligibility and the refundable amount will be determined after reviewing the booking, payment records, service status and applicable cancellation terms.
• Once approved, eligible refunds will generally be initiated within 30 business days.
• The actual time taken for the amount to appear in the customer's account may depend on the bank, payment gateway or financial institution.
• Refunds will ordinarily be made through the original payment method wherever feasible.
• Customers will be informed if additional verification is required or if the processing timeline is affected by circumstances beyond the company's control.

KISLAY ICONIC HEALTH CARE PVT. LTD. may coordinate certain services through external ambulance operators, railway services, airlines, hospitals, laboratories, medical professionals and other service providers.

Where payments or arrangements involve third parties:

• The applicable third-party cancellation and refund conditions may apply.
• The company will communicate relevant third-party deductions to the customer.
• Refunds dependent on third-party reimbursement may take additional time.
• The company will make reasonable efforts to coordinate the refund process and communicate its status to the customer.

All payments made through the company's authorised payment channels are subject to the applicable payment gateway and banking terms.

In cases of failed transactions, duplicate debits or payment discrepancies:

• Customers should share the transaction reference number and payment confirmation.
• The company will verify the transaction with the relevant payment service provider.
• Confirmed duplicate or excess payments will be refunded.
• Failed transactions where the amount has been debited but not credited to the company will be handled in coordination with the relevant bank or payment gateway.

Customers are encouraged to contact the company before initiating a payment dispute or chargeback so that the matter can be investigated and resolved.

The company shall not be held responsible for delays, interruptions or inability to provide services caused by events beyond its reasonable control, including natural disasters, epidemics, pandemics, war, civil unrest, government restrictions, transportation disruptions, severe weather conditions and other force majeure events.

Refunds in such circumstances will be evaluated based on the services already delivered, recoverable third-party payments and actual non-recoverable expenses.

Nothing in this clause shall exclude any refund or other remedy required under applicable law.

By making a payment, confirming a booking or availing services from KISLAY ICONIC HEALTH CARE PVT. LTD., the customer or their authorised representative acknowledges that they have read and understood this Refund, Cancellation and Service Termination Policy.

The applicable service-specific terms and cancellation conditions communicated before payment shall form part of the booking agreement.

In the event of any inconsistency between this general policy and specific written booking terms accepted by the customer, the specific booking terms shall apply to the extent legally permissible.

Nothing in this policy is intended to restrict any consumer rights or statutory remedies available under applicable Indian law.

KISLAY ICONIC HEALTH CARE PVT. LTD. reserves the right to modify, amend or update this policy from time to time.

Any changes will be published on the company's official website and will become effective from the date of publication.

Changes will not retrospectively remove rights or refund entitlements already accrued under an existing confirmed booking.

Customers are encouraged to review this policy periodically.

For refund-related queries, cancellation requests, service complaints or grievances, customers may contact:

KISLAY ICONIC HEALTH CARE PVT. LTD.

Website: https://www.kiconichealthcare.com

Email: kiconichealthcare@gmail.com

Our customer support team will review the grievance and endeavour to provide an appropriate response within a reasonable timeframe.

OUR COMMITMENT

At KISLAY ICONIC HEALTH CARE PVT. LTD., we believe that patient trust, transparency and accountability are essential to healthcare service delivery.

We endeavour to ensure that every payment, cancellation and refund is handled fairly, responsibly and in accordance with applicable laws and the terms communicated to our customers.

KISLAY ICONIC HEALTH CARE PVT. LTD.
Committed to transforming healthcare through reliable and accessible medical assistance across India.