REFUND POLICY

  1. The Helpdesk, App & website shall be only an intermediary connecting you with the Healthcare provider for the services you booked.
  2. This Policy applies to Services, Packages, and Product(s) made available through tanya.care website, tanya.care Helpdesk and My tanya.care application.
  3. In the event you initiate a cancellation for an Appointment, the refund is based on the terms and conditions as below.
  4. If you wish to:
    1. make a cancellation and request for refund due to emergency;
    2. make a cancellation and request for refund due to unavailability of service by Healthcare providers;
    3. reschedule and make modifications of the confirmed services session;
    4. report a dispute;
    5. give a feedback of unsatisfactory service;

you may reach us through:

  • our Helpdesk line number 1300 13 2511, and
  • email: reach.us@tanya.care.

Refund

  1. There is no refund provided after 14 days from the date of purchase for Services, Packages and Products.
  2. There is no refund provided for cancellations made less than 24 hours from the date of the Appointment.
  3. If the Service Professional requests to cancel or modify the Appointment with less than 24 hours’ notice without any valid reason, you will be compensated by the Service Professional with One (1) additional session. (*Standardised for all Healthcare providers).
  4. If the Service Professionals becomes unavailable due to an emergency, an alternative Service Professional to be arranged with best effort.  If no suitable substitute is available for the appointed date and time, your Appointment will be rescheduled and you have the option to request for a Service Professional of your choice.
  5. A refund will be made to you for any cancellations or refund request, subject to the above terms and conditions. The default refund period for a successful refund is 30 days.

Rescheduling and Modification

  1. You may reschedule a booked Service to a different date and time no less than 24 hours from the date of the Appointment.
  2. You may be allowed to modify an Appointment of its mode of activity, location, and Service Professional.

 

Disputes

  1. Any disputes must be reported within 48 hours of the event giving rise to the dispute and to be resolved within the Dispute Period.
  2. Any dispute will be resolved between Healthcare provider and yourself. Healthcare provider will have the final say in all disputes.

Refunds of Damaged, Faulty or Incorrect Items

  1. All items sold are strictly non-exchangeable and non-refundable based on change of mind returns or exchanges.
  2. Kindly contact us as soon as possible if the unopened package is damaged or tampered, and reject the package without signing off the ‘Proof of Delivery’.
  3. Kindly contact us within the Dispute Period with photo evidence and proof of purchase is required if the items are damaged and/or faulty.
  4. Items for refund or exchange must be in its original and unused condition and returned to the Healthcare provider directly.

DEFINITIONS AND INTERPRETATION

  1. Appointment” means a booked Service of in-person treatment or teleconsultation with a confirmed time, location and assigned Service Professional.
  2. Healthcare provider” means our merchant partners who provide the offers of Services, Packages and Products.
  3. Service Professional” means the Service Professional who will be rendering the services to you.
  4. Services” means the available ala-carte (single) services listing which may include consumable products required for use during the services booked.
  5. Packages” means the available services listing that consist of multiple ala-carte services.
  6. Product” means the available bundle of services and package listing.
  7. Dispute Period” means the period of seven (7) working days from the date of filing of the dispute or date of receipt of item.

We reserve the right to modify, update, vary, add and remove any terms of this Policy at any time by placing the updated Policy on the Platform and the Application respectively.

(Updated as of 19 August 2021)

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