Cancellation & Refund Policy

1. Policy Overview & Purpose

At Nurses Near Me, we recognize that patient health conditions and family schedules can evolve unexpectedly. Our Cancellation & Refund Policy is designed to be fair, transparent, and balanced—protecting both patients who require flexibility and independent nursing professionals who reserve their dedicated clinical time and travel across Kolkata and Agartala to provide home care.

All bookings made on nursenearme.in are subject to the specific terms set out below. Where an advance payment has been made, eligible refunds are automatically queued and processed back to the original payment source.

2. Customer-Initiated Cancellation

Customers may cancel a scheduled home nursing visit directly from their customer dashboard or by contacting the operational care desk. The refund amount is determined by the operational status of the booking at the time the cancellation request is registered in the system.

3. Cancellation Before Provider Assignment

If you cancel your booking while the status is “Confirmed / Awaiting Provider Assignment” (before an operational nurse has accepted the assignment):

• Refund Eligibility: 100% Full Refund.
• Deductions: Zero cancellation fee or administrative deduction.
• Processing: Immediate queue for automatic gateway reversal.

4. Cancellation After Assignment (Before Nurse Dispatch)

Once a nurse has been assigned to your booking, you remain eligible for a 100% full refund if you cancel prior to the nurse being dispatched to your address:

• Notice Window: Cancellations made before dispatch are eligible for a 100% complete refund.
• Notification: The assigned nurse is immediately notified and returned to the active availability pool.

5. Cancellation While Nurse Is En Route (Dispatched)

When a cancellation occurs after the nurse has officially commenced travel to the patient’s address:

• Base Service & Consumables Fee: 100% fully refunded.
• Travel & Convenience Allowance: The nominal travel fee (as itemized on your booking breakdown) may be retained to compensate the independent nurse for incurred transit time and localized transportation expenses.

6. Cancellation Once Service Has Started

Once the assigned nurse has arrived at the patient’s residence, verified credentials and prescriptions, and entered “Visit Started” status, the booking is generally non-refundable.

Exception: If the visit is halted due to a verified breach of clinical safety standards or professional misconduct by the attending provider, customer support will conduct an immediate clinical inquiry and issue a full or partial refund based on the findings.

7. Provider-Initiated Cancellation & Unavailability

In unforeseen situations where an assigned nurse cannot fulfill a visit due to acute illness, family emergency, or transit breakdown:

• Immediate Priority Reassignment: Our care team will immediately seek an equivalent credential-verified nurse in your service zone to fulfill the visit with minimal delay.
• Right to Full Refund: If a suitable substitute nurse is unavailable or if the updated arrival window is inconvenient for you, you may decline the reassignment and receive an immediate 100% full refund of all amounts paid.

8. Rescheduling a Scheduled Visit

If you need to change the visit date or time slot:

• Advance Rescheduling (2+ Hours Prior): You may reschedule to a different slot within operational hours (8 AM – 8 PM IST) free of charge, subject to provider availability in your locality.
• Payment Carryover: All prepaid service fees, travel allowances, and selected consumables are automatically transferred to the revised booking slot without penalty.

9. Patient No-Show & Inaccessible Address Situations

A “No-Show” occurs when the nurse arrives at the designated address within the agreed time window, but:

• The patient or family is not present and cannot be reached by telephone after multiple attempts over a 20-minute waiting period; or
• The nurse is denied access to the home or patient room by family members or building security.

In verified No-Show situations, the home travel allowance is retained to compensate the provider, and the booking is closed. The remaining service amount may be credited toward a future rescheduled booking or reviewed on a case-by-case basis by customer care.

10. Failed or Incomplete Visits on Clinical Grounds

Occasionally, a nurse arrives at the residence but cannot safely proceed with the clinical procedure due to medical non-compliance or patient safety concerns:

• Missing Doctor Prescription: For procedures legally requiring a doctor’s order (e.g., IV drip, injectable medications, catheter insertion), if the family cannot produce a valid, authentic prescription from a registered medical doctor, the nurse cannot administer the procedure.
• Incorrect or Expired Medications: If medications purchased by the family do not match the prescription, are expired, or appear compromised.
• Acute Medical Emergency / Clinical Contraindication: If the patient is found to be in severe acute respiratory distress, severe hypotension, cardiac arrhythmia, or shock, the nurse must immediately prioritize emergency stabilization and call 112 rather than conducting elective home procedures.

In these clinical safety cases, the professional procedure fee and unused consumable charges are eligible for refund upon administrative review, while a nominal travel allowance is retained for the nurse’s physical assessment visit.

11. Duplicate, Erroneous & Overpayments

If an error occurs during digital payment processing resulting in duplicate charges for a single booking:

• Duplicate or redundant transactions are flagged and automatically reversed at 100% value.
• If your account was debited twice, please contact our care desk with the transaction IDs for immediate confirmation and priority reconciliation.

12. Summary Matrix of Refund Eligibility

The table below summarizes refund eligibility across typical operational scenarios:

* Except in verified cases of clinical safety non-compliance or provider misconduct investigated by operations.

13. Refund Method & Processing Timelines

When a refund is approved by our system or operations team:

• Original Payment Mode: Refunds are credited directly back to the original method used during checkout (e.g., UPI VPA account, debit/credit card, net-banking account). For security reasons, refunds cannot be paid in cash or redirected to third-party bank accounts.
• Processing Timeline: Once initiated, bank gateways and NPCI/card networks typically reflect the credit within 5 to 7 business days.
• Status Tracking: You can monitor your refund status directly from your booking detail view (status transitions from Refund Pending to Refunded).

14. Treatment of Consumables & Travel Fees

• Sterile Consumables: Consumable items purchased via the booking are 100% refundable if the cancellation occurs before dispatch. For hygiene and infection prevention protocols, opened medical supplies cannot be returned or refunded.
• Travel & Convenience Fees: The travel allowance is fully refunded if cancelled before nurse dispatch. If the nurse is already en route or has arrived, the travel fee is retained to reimburse transit expenses.

15. How to Request a Cancellation or Refund

You can request a cancellation and refund through two simple channels:

Method 1: Self-Service via Customer Dashboard (Fastest)

1. Log in to your account at nursenearme.in/dashboard.
2. Navigate to My Bookings and click on the relevant active booking.
3. Click the “Cancel Booking” button.
4. Select your reason for cancellation and confirm. Your booking is cancelled immediately and the payment status changes to Refund Pending.

Method 2: Operational Care Desk

If you encounter any difficulty cancelling online or require special assistance, contact our care desk with your Booking Reference ID:

• Email: care@nursenearme.in
• Kolkata Care Desk: +91 7005366496 (Phone & WhatsApp)
• Agartala Care Desk: +91 9612557618 (Phone & WhatsApp)

16. Refund Support & Escalation Contacts

If your refund has not reflected in your bank account after 7 business days from approval, please reach out to our accounts desk at care@nursenearme.in with your Booking Reference ID and payment gateway transaction reference. Our accounts team will investigate the banking network trace and provide an update within 24 hours.