This policy explains how cancellations, rescheduling, duplicate payments and refunds are handled for Diagnex services paid to Carehorizon Health Private Limited.
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.
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.
