Cancellation and Refund Policy

1. General Considerations:
   • All Patient transactions including Invoices, Payments, & Refunds must be recorded in the user profile.
   • All Refunds and any Invoices & Payments with altered charges, must have appropriate annotation describing the reason.
   • This Agreement applies to those services made available by Sleepeum on the Website, including but not limited to the following:
   • Any disputes in relation to charges, payments, credits & refunds will be addressed to the company via its email: grievances@sleepeum.app

2. Virtual Consultation (Online) Charges:
   • All Virtual Consultations rendered by the various Healthcare Providers for patients aged 18 years and over will attract a fee payable by the patient. For patients below 18 years old, their parents or legal guardians (with proof) will have to book the appointments and will have to accompany the minor during all consultations.
   • The fee structure of the Online Charges will be based on the fee listed against each healthcare provider.
   • The fee structure of the Online charges will be reviewed and adjusted periodically.
   • Patients requesting Virtual Consultations will have to choose the healthcare provider they wish to consult at the time of requesting an appointment booking.
   • Appointment confirmation will only be done after the Patient has made the online payment for the service that has been requested.
   • During the introductory phase the fee structure will be as follows:
     • 50% reduction in the healthcare provider listed fee for sleep specialists and psychiatrists. This is for the first 25 early bird bookings. All other healthcare providers will charge the full amount.
   • The fees stated in this document relate to a single consultation of 20-30 minutes duration for clinicians and 45 mins for therapists.

3. Cancellations, DNA, Rescheduling:
   • Cancellations:
     • Upon booking and confirmation of an appointment, a patient may choose to cancel the appointment either immediately or at a later stage.
     • The monies refundable to the patient will be dependent on the duration of time between the cancellation of the appointment and the time of the scheduled appointment.
     • A patient can choose to cancel an Appointment immediately up to 2 hours (Cooling off Cancellation) after booking an appointment, and this would not attract any Cancellation fees.
     • If a patient cancels an Appointment more than 24 hours (Planned Cancellation) prior to the scheduled Appointment time, there would be no Cancellation fees applicable.
     • For Appointments cancelled between 12 – 24 hours (Unplanned Cancellation) before the scheduled Appointment a Cancellation fee of 50% of the Consultation fee would be applicable.
     • Cancellations between 0 – 12 hours (Late Cancellations) prior to the scheduled Appointment time will attract a Cancellation fee equivalent to the full Consultation charge that has been paid by the patient.
   • DNA (Did Not Attend):
     • Upon booking and confirmation of an appointment, a patient is expected to connect and be present for the Virtual Appointment session 5 minutes before the scheduled Appointment time.
       • If a patient fails to present for the scheduled Appointment 10 minutes after the commencement of the scheduled Appointment, the patient will have been considered not to have attended and the Appointment will be cancelled as a DNA (Did Not Attend)
       • If a patient fails to present for the scheduled Appointment altogether, the patient will have been considered not to have attended and the Appointment will be cancelled as a DNA (Did Not Attend)
       • All DNAs will attract a Cancellation fee equivalent to the full Consultation charge that has been paid by the patient.
       • Some DNAs which may occur due to emergent circumstances, may qualify for a Credit of the Consultation fee, but would need to be evaluated on a case by case basis. For any emergent situations, the patient will have to write to the Company at support@sleepeum.app within 6 hours of DNA.
       • The evaluation of the refund or the request for rescheduling will solely be at the discretion of the company and its management.
       • Should a patient wish to book a fresh appointment due to their DNA, they can choose to do so, but will have to pay the full consultation fee for the new appointment as applicable.

3. Rescheduling / Re-booking:
   • Upon booking and confirmation of an appointment, a patient may choose to reschedule the appointment either immediately or at a later stage, due to change in circumstances.
     • Rescheduling of an Appointment done immediately upon booking an appointment will not attract any change / cancellation fee, and patient would not be expected to pay any additional fees.
     • Rescheduling of an Appointment done between 0 – 2 hours prior to the scheduled Appointment time will attract a Cancellation fee equivalent to the full Consultation charge that has been paid by the patient.
   • Rescheduling of an Appointment done between 0 –“ 2 hours prior to the scheduled Appointment time will attract a Cancellation fee equivalent to the full Consultation charge that has been paid by the patient.

3. Doctor Unavailable:
   • Sickness, personal emergent circumstances and other unforeseen events can lead to a rostered Doctor not being available for a Scheduled Appointment Session.
   • In the event that a Doctor is unavailable to attend a Scheduled Appointment Session, the Virtual Clinic care coordinator will:
     • Try and ensure the availability of a replacement Doctor to manage that planned session.
     • Contact the various Patients who have scheduled Appointments and inform them of the change in the Doctor with the option to, either be attended to by the replacement Doctor, or to reschedule the Appointment to a different day and time when the original Doctor is next available.
   • If the patient is willing to be attended to by the replacement Doctor, there will be no change to the charges that the patient has already paid.
   • If the patient wishes to reschedule the Appointment to a different day & time to be attended by the original Doctor, the charges paid by the patient will become applicable to the rescheduled Appointment. There will be no additional charges levied.
     If the patient neither wishes to be attended to by the replacement Doctor, nor reschedule the Appointment, the patient can choose to cancel the Appointment, the fees paid by the patient will be fully refunded.

3. Breakdown & Termination of an Appointment:
   • In the event of an IT / connectivity / technical failure during the course of a Virtual Consultation, the Provider or the company care coordinator needs to phone the patient, inform them about the technical issue and offer to reschedule / rebook the Appointment at the next available time at no extra cost to the patient.
     • If the patient does not wish to reschedule / rebook another Appointment, the current appointment will be considered as a “failed” encounter and patient would be refunded the full Consultation fees.
   • If the technical problem is on the side of the patient and not the provider, every effort will be made to reschedule the appointment for another day and time when the original doctor is next available. This will not attract any additional charges. However, if the patient does not wish to be rebooked and has a lingering technical issue for the original appointment, then no refunds will be issued.

3. Credit & Refund:
   • The refunds will be made directly into the patient’s account that was linked to the Online payment gateway using the original payment method within 7-10 working days depending on the banking partners involved. Sleepeum or any of its subsidiaries will not be held accountable for any delay in the transfer of refunds.
   • If the patient has chosen to receive a refund, the refundable amounts will be as follows:
     • “Cooling off Cancellation” – 100% (Full) refund
     • “Planned Cancellation” – 100% (Full) refund
     • “Doctor unavailable” Cancellation – 100% (Full) refund
     • “Failed Encounters” – 100% (Full) refund
     • “Unplanned Cancellation” – 50% refund
     • “Late Rescheduled Appointment” – 50% refund
     • “Last minute Rescheduling of Appointment” – No refund
     • “Late Cancellations” – No refund
     • “DNA” – No refund
     • “Terminated Consultations” – as defined above
   • We are unable to process refunds for bank transfers from bank accounts based outside of India. Patients in India with overseas bank accounts are advised to book appointments using a credit or debit card.
   • For all these refunds, there will be a 2.3% transaction fee applied by the payment gateway (not Sleepeum) which could change at the discretion of our payment gateway provider. The usual processing time for refunds is between 5-7 business days depending on the customers bank and the interbanking system.