Refund & Cancellation Policy

MyHealthX ("we", "our", "us") operates the website myhealthx.co.in, the MyHealthX mobile application when available, and related digital services (collectively, the "Platform"). This Refund & Cancellation Policy explains the terms under which refunds, cancellations, and replacements are handled for purchases made on our Platform.

MyHealthX provides a digital emergency health profile access service, which may be paired with a physical Emergency Health Access Card or other supported access methods. By making a purchase on our Platform, you agree to the terms described in this policy.

MyHealthX is primarily a digital service. Upon successful payment, your Emergency QR Health Profile is created and activated on our Platform. The physical Emergency Health Access Card is an additional access method that is personalised, printed, and shipped to you. NFC access is available as an add-on where supported.

Once the Emergency QR profile is created, activated, or made accessible to the user, the digital service fee is generally non-refundable, subject to applicable law and this Policy.

Refunds may be requested within 7 calendar days of payment, provided that the Emergency QR code has not been scanned by anyone and the physical card has not entered production. This rule applies to all plans, including Care, Care Plus, Care Pro, and Care Forever.

Beyond this 7-day window, refunds may still be considered in limited cases such as:

(a) Duplicate payment — where the same order is charged more than once.
(b) Payment deducted but QR service not activated — where payment was successfully processed but the Emergency QR profile was not created or made accessible.
(c) Failed transaction — where the payment was deducted but the transaction was not completed on our end.
(d) MyHealthX-side technical or operational error — where an error on our part prevented the service from being delivered as promised.
(e) Cancellation before QR activation or card processing — where the customer requests cancellation before the digital service is activated and before the physical card enters production.
(f) Where required by applicable law.

Each refund request is reviewed on a case-by-case basis. MyHealthX may approve or reject refund requests based on this Policy, order status, available evidence, payment status, service activation status, production status, and applicable law.

Refunds are generally not available in the following cases:

(a) After the Emergency QR code has been scanned or used by anyone (the service is considered delivered upon first scan).
(b) After the physical card has been personalised, printed, or dispatched.
(c) If the customer simply changes their mind after the QR has been scanned, the card has been personalised, or the card has entered production.
(d) If the customer provides incorrect personal or medical information.
(e) If the customer provides an incorrect delivery address (re-shipping charges apply as per our Shipping & Delivery Policy).

Exceptions may apply in cases of duplicate payment, failed activation, MyHealthX-side error, receipt of a wrong or damaged product, or where required by applicable law.

If a refund is approved, the following charges may be deducted from the refund amount, where permitted by applicable law and payment provider rules:

(a) Payment gateway processing fees charged by the payment provider.
(b) Card production and personalization costs (if the card has entered production).
(c) Printing and packaging costs.
(d) Courier and shipping charges (if the card has been dispatched).
(e) Any other applicable third-party charges incurred in fulfilling the order.

If the physical card has not been dispatched, delivery charges will be refunded in full.

The final refund amount will be communicated to the customer before the refund is processed.

Approved refunds will be initiated by MyHealthX within 7–10 business days from the date of approval. The actual credit to the customer's original payment method may depend on the payment gateway, bank, card network, UPI provider, and applicable regulatory timelines.

Refunds will be credited to the same payment method used for the original transaction. MyHealthX does not process refunds via cash, cheque, or alternative payment methods.

Customers may request cancellation of their subscription at any time. However, cancellation of an active subscription does not automatically create refund eligibility for the current active subscription period. Annual subscription plans (Care, Care Plus, Care Pro) are billed annually and do not auto-renew. Lifetime plans (such as Care Forever) are one-time payments.

The Emergency QR profile and card remain active until the end of the current paid subscription period. No partial or pro-rated refunds are provided for unused portions of the subscription.

Damaged, defective, wrong, or misprinted cards: Replacement is available for cards reported within 7 days of delivery with photo or video proof.

To request a replacement, contact our support team with your order ID, registered phone number, and clear photo/video evidence of the issue. Upon verification, a replacement card will be produced and shipped at no additional cost.

Lost in transit: If the physical card is not delivered within 21 days of dispatch, or the courier confirms the package as lost or undeliverable (whichever is earlier), MyHealthX will produce and dispatch a replacement at no additional cost, or refund the order at the customer's option.

If a replacement is not possible due to operational reasons, a refund may be considered at MyHealthX's discretion.

To submit a refund request, please contact us through:

Email: support@myhealthx.co.in
Support: Through the official support channel or WhatsApp number listed on our website at myhealthx.co.in.

Please include the following information in your request:

(a) Your registered phone number.
(b) Order ID or transaction reference number.
(c) Reason for the refund request.
(d) Any supporting evidence (screenshots, transaction receipts, photos/videos if applicable).

Incomplete requests may result in delays. Our support team will acknowledge your request and provide an initial response within 3–5 business days. Final resolution timelines depend on the complexity of the case, payment provider timelines, and applicable regulatory processes.

If you raise a payment dispute, chargeback, or bank complaint for a transaction, the refund or cancellation request may be handled through the relevant payment gateway, bank, card network, UPI provider, or regulatory process. MyHealthX may request supporting documents to verify the transaction and order status.

Refund rejection does not affect the user's right to deactivate the QR profile, withdraw consent, or request deletion or restriction of personal data as per our Privacy Policy and applicable law.

For data-related requests, please refer to our Privacy Policy or contact us at support@myhealthx.co.in.

For any unresolved refund grievances, you may contact:

Designation: Grievance Officer
Company: MyHealthX Private Limited
Email: support@myhealthx.co.in
Address: Hyderabad, Telangana, India

We will acknowledge grievances within the time required under applicable law and aim to resolve them within 30 days. If unresolved, customers may escalate through applicable consumer protection mechanisms under the Consumer Protection Act, 2019, or other competent forums.

We reserve the right to update this Refund & Cancellation Policy at any time. Any changes will be reflected on this page with an updated "Last updated" date. We encourage you to review this policy periodically.