Zaynax Health Limited

Refund Policy

Telemedicine consultation (In House Doctor)

• If any customer wants to cancel or reschedule a pre-scheduled appointment for telemedicine consultation, the customer needs to reschedule or cancel the appointment at least 4 (Four) hours before the scheduled appointment time. In case of cancellation the customer will be entitled to receive 70% (Seventy) of the consultation fees as refund and the refund will be disbursed within 7 (Seven) working days. As for reschedule, a suitable time shall be given by Zaynax Health upon consultation with the customer.

• If any customer fails to appear in the pre scheduled appointment of telemedicine consultation without cancelling or rescheduling the appointment at least 4 (Four) hours before the scheduled appointment time, NO REFUND and/or RESCHEDULE shall be made in respect of that appointment.

• The issuance of full or partial refund shall be the sole discretion of Zaynax Health depending upon the nature and/or reason of cancellation. All refunds will be subject to a transaction/payment gateway charge, which will be deducted while processing the refund.

• Zaynax Health understands that there may exist special and unavoidable circumstances that cause the customer to cancel the pre scheduled appointment with less than 4 (Four) hours’ notice and hence, under special circumstances, Zaynax Health reserves the right to waive any customers’ cancellation fee.

• If any customer fails to contact with Zaynax Health or failed to get access to Zaynax Health platform to receive his expected service due to any technical error on part of Zaynax Health, the customer will be communicated via phone call, email or text message by a customer service representative and within a reasonable practicable time, Zaynax Health will resolve the issue.

• If a customer does not receive his/her prescription for any technical error on part of Zaynax Health, the customer can get the prescription through text message/e-mail or can download the same from Zaynax Health Application/website.

Doctor Consultation (Market Place/Schedule call)

• If any customer wants to cancel or reschedule a pre-scheduled appointment for doctor’s consultation, the customer needs to reschedule or cancel the appointment at least 4 (Four) hours before the scheduled appointment time. In case of cancellation the customer will be entitled to receive 70% (Seventy) of the consultation fees as refund and the refund will be disbursed within 7 (Seven) working days. As for reschedule, a suitable time shall be given by Zaynax Health upon consultation with the customer.

• An option to request the refund shall be available to the customer for a period of 7 (Seven) working days but the issuance of full or partial refund shall be on the sole discretion of Zaynax Health.

• All refunds will be subject to a transaction/payment gateway charge, which will be deducted while processing the refund.

Home Delivery of Products

• Zaynax Health strongly recommend the customers to check all the products at the time of delivery by the delivery agent of Zaynax Health.

• A product can only be eligible for return, if (i) the product does not match the customer order/prescription or (ii) the product is defective or physically damaged, (iii) if the product’s expiry date is over.

• It is the responsibility of a customer to ensure that the contact information, as well as the billing and shipping addresses are correct, so as to prevent inconveniences arising from shipments not arriving on time or being misrouted.

• A customer can reschedule the product delivery time, through Zaynax Health application/website, (i) in case of delivery within Dhaka Metropolitan area, minimum 24 (Twenty four) hours before the estimated delivery time and (ii) in case of delivery outside Dhaka Metropolitan area, 48 (Forty eight) hours before the estimated delivery time.

• An option to request the return & replacement will be available to the customer for a period of 3 (Three) working days. The customer will be required to register the “return & replacement” request by using the Zaynax Health application/website.

• A Customer can contact Zaynax Health customer care by calling customer care hotline number.

• Once a customer has notified Zaynax Health about returning the delivered products, Zaynax Health representatives can ask for supporting evidence (picture or video) from the customer.

• Zaynax Health representative shall contact the customer to provide instructions about the process of returning the products. The options may include shipping by courier, pick up by Zaynax Health delivery agent, or drop off at a designated health care centre or pharmacy.

• Once products are received by Zaynax Health it will be replaced within 7 (Seven) working days.

• All products must be returned in their original condition, with price tags intact and in the original manufacturer’s box/packaging as delivered to the customer.

• Please note that all product return options are not available in all areas and Zaynax Health representative shall make all reasonable efforts to facilitate a convenient option.