SOLIS HEALTH CANCER SUPPORT CENTER
Cancellation and Modification Policy
Last updated on [30/05/2024]
- Payments and Refunds
- 1.1. Members shall pay Subscription fees (for themselves and their dependents, as permitted under these T&Cs) to the Company on a period specified at the time of registration, based on the type and duration on the plan chosen. Upon expiry, the Members will be required to renew the Subscription at their discretion, in accordance with these T&Cs, and there shall be no automatic renewal via recurring payments.
- 1.2. Members may raise a refund request with the Company at cancersupport@solis.health and submit valid documentation (including proof of deficiency or spuriousness of the Company’s Services and medical reports, as applicable) to substantiate such refund requests/claims. Based on the Company’s review of such documentation, if the claim is found to be valid, then a refund of the relevant amount of the Subscription fee will be processed into the Member’s wallet, card or bank account on a pro-rata basis. Such processing will further depend on (i) the manner in which the Subscription order was placed; (ii) the terms and policies of our third-party payment gateway providers; and (iii) the Services under the Subscription utilized by the Members until the period of the refund request. For clarification, this refund process would only be in relation to any deficiency or spuriousness in Services by the Company. As mentioned below, the Company will not be liable for the services availed from third party service providers such as registered healthcare providers or registered medical practitioners.
- 1.3. The refund and the period within which one can apply for cancellation will depend on the
package taken. - 1.4. Subject to clause 1.2, Members who have availed any of the Services as part of the Subscription shall not be eligible for any refunds from the Company, except in cases where the Services offered by the Company were proven to be deficient or spurious in the manner mentioned in clause 1.2 above.
- 1.5. The refund process shall be completed within 7-10 business days from the date of submission of the request for refund.
- 1.6. Notwithstanding anything in this clause, a Member shall not be eligible for any refunds from the Company if such Member is in breach of these T&Cs, Privacy Policy or any other policy of
the Company, or applicable laws. - 1.7. Payments toward accepted refund requests shall be effected as prescribed by the Reserve Bank of India or any other competent authority under any law for the time being in force, within
a reasonable period of time, or as prescribed under applicable laws. - 1.8. In the unfortunate event of death of a Member, the Member’s family members are requested to write to cancersupport@solis.health and share a copy of the registered death certificate by
government authority for the Member who is deceased in order to process the refund in line with the process mentioned in this document. - 1.9. In the event that a Member has opted to change their name, they can write to cancersupport@solis.health with proof of their new Aadhar card with their new name and a
copy of the gazette name change.
Notice of Cancellation and Modification Policy
When can it be initiated?
The cancellation can be initiated at any time within the validity period, and the refund will be processed on a pro-rata basis.
What is the procedure to initiate cancellation?
You can initiate the cancellation by writing an email stating the reason to cancersupport@soils.health or through your member portal.
What documents are required for cancellation and refund?
Written request with the reason mentioned.
● Death certificate (in case of death).
● Account details for the refund transfer, which must be the member or registered caregiver’s account.
How many days does it take to process the cancellation?
It takes 3 working days to receive confirmation on approval and the refund amount. The amount will be credited to the account within 5-7 banking days.
Are there any charges for cancellation?
Cancellation fees will apply as per the policy.
In case of death, can a refund be requested or can the service be extended to the immediate family?
Yes, in case of death, a refund can be requested, or the service can be extended to the immediate family without any cancellation fee.
What is the refund policy for bundles of 5 sessions?
If no assessment has been taken, a cancellation fee of Rs.250/- will be deducted if initiated within 45 days; otherwise, a cancellation fee of Rs.500 will be deducted. Refunds are applicable within specific time frames.
What is the refund policy for cancellations of the bundles of 5 packages?
Within 30 days: Eligible for a refund for 3 sessions - Rs.1400/-
● Within 31-60 days: Eligible for a refund for 2 sessions - Rs.900/-
● Within 61-90 days: Eligible for a refund for 1 session - Rs.400/-
What is the cancellation fee for packages with 1 or 2 months' validity?
Cancellation fees of Rs.100 apply.
Is there a refund for Care kit cancellations?
No, there are no refunds for Care kit cancellations.
Can services be transferred to other departments?
No, services cannot be transferred to other departments. Refund and repurchase are the only options.
Can services be transferred to family members?
Yes, services can be transferred to family members only in case of deaths.
After Cancellation what happens to Member ID?
The member will have access to the portal and can view all the data only for a period of 3 months from the date of cancellation.
What is the cancellation fee for annual packages?
Cancellation of annual packages can only be done within 6 months of availing the package. A refund fee of Rs. 200 will be deducted and the refund will be done on a pro rata basis.
