Last Updated: 16 Oct 2025
This Refund & Cancellation Policy (“Policy”) governs cancellations, refunds,
credits, and service reversals for services offered by
Second Insight / V-Healthcare Solutions (“Platform”, “we”, “our”, “us”).
This Policy must be read together with the
Terms of Service and Privacy Policy.
1. Foundational Principles
- Services are time-bound and coordination-based, not outcome-based.
- Refund eligibility depends on service stage, not satisfaction.
- Once professional time or third-party resources are engaged, reversibility is limited.
- Medical opinions, diagnoses, or treatment outcomes are never grounds for refunds.
2. Definitions
- Case: A service request initiated after consent capture.
- Service Start: Assignment or engagement of a doctor, diagnostic partner, or Health Assist resource.
- User-Initiated Cancellation: Cancellation requested by the patient or caregiver.
- Platform-Initiated Cancellation: Cancellation due to safety, scope, or operational reasons.
- SLA Breach: Failure to meet stated timelines without proactive communication.
3. General Cancellation Rules
- Cancellations must be requested through official Platform channels.
- Refund eligibility depends on the case stage at the time of cancellation.
- Informal or verbal requests are not considered valid.
4. Second Opinion / Consultation Services
4.1 Before Doctor Assignment
If cancellation occurs before a doctor is assigned, a full refund
may be issued, subject to payment gateway deductions.
4.2 After Doctor Assignment, Before Consultation
If a doctor has been assigned but consultation has not occurred:
- A partial refund may be issued at the Platform’s discretion
- Doctor blocking or coordination fees may be deducted
4.3 After Consultation or Opinion Delivery
No refunds are issued once:
- A consultation has taken place, or
- A written, audio, or video medical opinion has been delivered
5. Diagnostic Services
5.1 Before Sample Collection or Test Execution
A full refund may be issued if cancellation occurs before sample collection
or test execution, subject to processing deductions.
5.2 After Sample Collection or Test Execution
No refunds once samples are collected or tests have begun.
5.3 Report Delays
Delays may result in service credits rather than cash refunds,
unless otherwise required by law.
6. Health Assist Services
6.1 Before Health Assist Setup Completion
If cancellation occurs before provider engagement, a partial or full refund
may be issued depending on work already completed.
6.2 After Provider Engagement
Once doctors, hospitals, or insurers are engaged:
- No refunds for consumed coordination fees
- Third-party charges follow partner policies
6.3 Change of Patient Decision
Changes in treatment choice or provider selection do not qualify for refunds
once coordination work has started.
7. Platform-Initiated Cancellations
The Platform may cancel services due to safety, scope, regulatory, or operational reasons.
In such cases, unused portions of fees may be refunded or credited.
No compensation beyond this is payable.
8. SLA Breaches & Recovery
- SLA breaches do not automatically entitle refunds
- Primary remedy is recovery (reassignment, prioritization, or credits)
- Refunds are discretionary unless legally mandated
9. Mode of Refund
- Approved refunds are processed to the original payment method
- Timelines depend on payment gateways and banks
- The Platform is not responsible for banking delays
10. Non-Refundable Scenarios
- Dissatisfaction with medical advice
- Conflicting opinions
- No-shows or patient non-compliance
- Delays caused by incomplete or incorrect user information
- Force majeure events
11. Credits in Lieu of Refunds
- Credits are non-transferable
- Credits have limited validity
- Credits are not redeemable for cash
12. Disputes & Chargebacks
Refund disputes must be raised through official channels.
Unauthorized chargebacks may result in account suspension.
13. Policy Updates
This Policy may be updated periodically.
Continued use of the Platform constitutes acceptance.
14. Contact Information
Email: info@secondinsight.in
Phone:+91-9640050600
Platform: Second Insight / V-Healthcare Solutions
Final Principle:
Refunds are governed by service state, not outcomes.
Once professional effort or third-party execution begins,
reversibility is limited by design.
