This policy explains how cancellations, rescheduling, duplicate payments and refunds are handled for Diagnex services paid to Carehorizon Health Private Limited.
Clear steps when plans change.
Read the detailed guidanceRefund assessment considers whether services were delivered or costs were already reasonably committed.
Rescheduling may be considered alongside cancellation, subject to service availability.
The stated policy ordinarily initiates approved refunds within 7 working days; bank credit may take longer.
This policy applies to payments made directly to Carehorizon Health Private Limited for Diagnex services. Where a service has a written service-specific cancellation term agreed before payment, that specific term applies in addition to this policy.
If you cancel before the service has started, Diagnex will review the cancellation against resources already committed. Amounts relating to services not delivered and costs not yet incurred are ordinarily eligible for refund.
For simple appointments where no material resource has been committed, Diagnex may offer rescheduling or refund of the unused amount.
Some healthcare services require advance mobilisation of qualified staff, reserved clinical time, equipment, logistics or patient-specific consumables. If those costs have already been reasonably and irreversibly incurred before cancellation, the corresponding amount may be deducted from the refund. Diagnex will not retain amounts for costs that were not actually incurred or services that were not delivered.
Arrangements such as Home Hemodialysis equipment deposits, Home ICU rental equipment and recurring nursing plans can involve different costs or return conditions. The applicable written quotation or service-specific document should explain these before payment or commitment. This page does not introduce a new blanket deduction or cancellation fee.
For services involving returned equipment, a deposit adjustment, if any, should be explained by reference to the relevant agreement and documented inspection or outstanding dues.
Amounts for services already delivered are generally not refundable merely because the customer later chooses not to continue. Any unused prepaid balance for future undelivered services will be reviewed separately. This does not limit rights relating to duplicate billing, incorrect charges, deficient service or other remedies available under applicable law.
If Diagnex cancels a paid service before it is delivered and does not provide an accepted rescheduled or alternative arrangement, the undelivered amount will be eligible for refund. If only part of a prepaid service has been delivered, the unused portion will be reviewed for refund after adjusting only applicable delivered or committed amounts.
If the same payment is captured more than once, or an excess amount is successfully received, the duplicate/excess amount will be refunded after transaction verification. If your account is debited but Diagnex has not received a successful payment confirmation, the transaction may be automatically reversed by your bank/payment provider; if it is not, contact us with the transaction reference so the status can be reconciled.
Taxes and invoice adjustments will be handled as applicable to the relevant transaction and law.
Please contact Diagnex before initiating a payment dispute where possible so we can reconcile the transaction and service record. Nothing in this policy prevents you from using rights available through your bank, card issuer, consumer forum or applicable law.
Use Email Diagnex or Call Diagnex. Include the invoice number, payment reference, date and a short description of the request. Never send CVV, PIN or OTP.
The same request can have different outcomes depending on whether a service was merely enquired about, formally confirmed, partly delivered or supported by equipment and staffing arrangements. The examples below describe how a request is reviewed; they are not new fixed cancellation charges.
| Situation | What Diagnex reviews | Information to keep |
|---|---|---|
| Enquiry submitted but no booking or payment | Whether any service was actually confirmed or paid for. | Any acknowledgement or callback reference. |
| Paid service cancelled before commencement | Undelivered value and reasonably incurred, documented commitments. | Invoice, agreed schedule and cancellation request time. |
| Recurring nursing plan partly completed | Visits already delivered, unused future visits and applicable plan terms. | Visit log or attendance details and the written plan. |
| Home ICU or dialysis equipment mobilised | Delivery, installation, rental duration, pickup and relevant deposit or inspection terms. | Equipment handover records, photographs if appropriate and quotation. |
| Diagnex cannot deliver an agreed paid service | Whether an alternative was accepted and what paid portion remains undelivered. | Payment receipt and communication about the change. |
| Same payment taken twice | Whether both transactions succeeded and reached the merchant. | Amount, dates and transaction IDs, without sharing banking credentials. |
It helps to separate four elements rather than treating a full advance payment as a single undifferentiated amount:
Consider a family that paid for a planned period of care and then requests to stop after some visits. The service already delivered is considered separately from future undelivered visits. The calculation depends on the written plan and actual records, not a blanket percentage invented on this page.
Home ICU devices, dialysis equipment and other rental items may involve an equipment handover, installation visit, refundable security deposit or final inspection. If your service includes a deposit, ask for the exact conditions in your written arrangement.
The published Home Hemodialysis service page contains its own equipment deposit information. This policy does not replace those specific terms or promise that every rental item is eligible for the same arrangement.
A useful refund communication should tell you whether the payment was verified, what service stage was considered, whether additional information is needed and how you can follow up. If a request is disputed, ask for the reasons in relation to the relevant invoice and agreed service scope.
Provide service and payment references, the change requested and any relevant dates.
The team checks payments, visits, equipment and the written terms.
Approved refunds are ordinarily initiated within 7 working days, with additional bank processing time possible.
If the credit has not appeared after an initiation confirmation, contact Diagnex with the refund or transaction reference and check with the relevant payment provider. Do not share your CVV, PIN or OTP.
If a patient cannot receive a planned visit, a reschedule may be more useful than cancellation. However, the ability to move a visit depends on staff, equipment, location, patient readiness and the agreed service scope. A request for a different time does not automatically amend the confirmed booking.
Ask whether the revised service can be fulfilled, whether pricing or logistics change, and whether any existing commitments remain relevant. Keep the written confirmation of the new schedule so that you and the care team have the same expectations.
If the change cannot be accommodated, the cancellation and refund review process above applies. For questions or disputed deductions, use the Grievance & Escalation page.
Short answers to help you find the relevant policy detail. The full terms and applicable service agreement remain important.
