Return / Refund Policy

AIWO Return / Refund Policy is applicable but not limited to for the following scenarios:
  • In case where the User does not show-up at the concerned Practitioner’s clinic (patient no-show):
    • User’s account will be temporarily disabled from booking further online appointments on the website for next four (4) months, in case of, three (3) Valid PNS, as per the Patient-No-Show Policy. However, the User can continue to call the clinic via the website to get an appointment.
    • Patient- No-Show (P.N.S) for the purposes of these Terms and Conditions, is defined as, any instance where a User, who booked an appointment on the Website using the Book Appointment facility , has not turned up for the appointment without cancelling, rescheduling, or informing the Practitioner in advance about the same. When Practitioner informs AIWO of the incident or marks a particular appointment as P.N.S. using the AIWO Ray software or AIWO Pro App within five (5) days of the scheduled appointment, an email and SMS (“PNS Communication”) will be sent to the User to confirm on the incident with reasons. Where the User is not able to establish that the User had a legitimate reason as per Clause 5 mentioned below, for not showing up, AIWO shall be entitled to take actions as under Clause mentioned below. However Users understand that, actions such as ones mentioned in these Clause are included as a deterrent to stop Users from misusing the Website, and the loss of business hours incurred by the Practitioner.
    • Following instances, solely at the discretion of AIWO, would be construed as valid cases of PNS (“Valid PNS”), in which case the User shall be penalized:
      • User does not reply within seven (7) days, with reasons to PNS Communication, from the date of receipt of such PNS Communication;
      • In case User responds to the PNS Communication with below reasons:
        • Forgot the appointment
        • Chose to visit another Practitioner/consulted online;
        • Busy with other work; or such other reasons (which Aiwo at its discretion decides to be a valid reason to not show up).
      • Where the User has booked a paid appointment and is unable to visit the Practitioner, due to such genuine reasons of sickness etc. at the sole discretion of Aiwo, pursuant to conducting of investigation, the User shall be provided with a refund of such payment made by User, at the time of booking. However, where cancellation charges have been levied, you would not be entitled to complete refund.
      • Aiwo reserves the right to make the final decision in case of a conflict. The total aggregate liability of Aiwo with respect to any claims made herein shall be INR 200.
  • Cancellation and Refund Policy
    • In the event that, the Practitioner with whom User has booked a paid appointment via the Website, has not been able to meet the User, User will need to write to us at info@aiwo.com within five (5) days from the occurrence of such event; in which case, the entire consultation amount as mentioned on the Website will be refunded to the User within the next five (5) to six (6) business days in the original mode of payment done by the User while booking. In case where the User, does not show up for the appointment booked with a Practitioner, without cancelling the appointment beforehand, the amount will not be refunded, and treated as under Clause 3.4.6. However, where cancellation charges have been levied (as charged by the Practitioner/Practice), you would not be entitled to complete refund even if you have cancelled beforehand.
    • Users 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
  • Cancellation by the User: In case of requests for order cancellations, Aiwo, at its sole discretion, reserves the right to accept or reject requests for order cancellations for any reason whatsoever, without assigning any reason to the User. As part of usual business practice, if Aiwo receives a cancellation notice and the order has not been processed/ approved by Aiwo, Aiwo shall cancel the order and refund the entire amount to User within a reasonable period of time;
  • Aiwo reserves the right to cancel any orders that classify as 'Bulk Order' as determined by Aiwo as per certain criteria. Aiwo Reward Point or Promo Code used for placing the 'Bulk Order' will not be refunded as per this cancellation policy. An order can be classified as 'Bulk Order' if it meets with the below mentioned criteria, which may not be exhaustive, viz:
    • Products ordered are not for self-consumption but for commercial resale;
    • Multiple orders placed for same product at the same address;
    • Bulk quantity of the same product ordered;
    • Invalid address given in order details;
    • Any malpractice used to place the order.