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GeneKonnect

Return, Refund & Cancellation Policy

Last Updated: 01-Jun-2026

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1. Overview

This Return & Refund Policy applies to all services provided by Genekonnect.com (“Genekonnect”, “we”, “us”), including:

  • Genetic counselling consultations

  • Medical genetics teleconsultations

  • Interpretation of genetic and genomic test results

  • Care coordination and related healthcare services

By booking or purchasing any Service, you agree to this Return, Refund & Cancellation Policy.

 

2. Nature of Services (No Physical Goods)

Genekonnect provides digital healthcare and telemedicine-based medical services only. Accordingly:

  • Services once delivered are not returnable

  • Refunds are applicable only under the conditions defined in this policy

 

3. Appointment Cancellation & Rescheduling

3.1 Patient-Initiated Cancellation

  • More than 48 hours before appointment:
    Full refund or free rescheduling

  • Between 48 and 12 hours before appointment:
    One-time rescheduling only (no refund)

  • Less than 12 hours / No-show:
    No refund or rescheduling

 

3.2 Rescheduling

  • One-time rescheduling is permitted free of charge if requested at least 12 hours in advance

  • Additional rescheduling requests may incur administrative charges

 

3.3 Provider-Initiated Cancellation

If Genekonnect cancels an appointment due to clinical, technical, or operational reasons, the patient is eligible for:

  • 100% refund, or

  • Free rescheduling at patient’s choice

 

4. Refund Eligibility

Refunds may be issued only under the following circumstances:

  • Payment made but appointment not confirmed

  • Duplicate payment transactions

  • Technical failure preventing consultation from occurring

  • Cancellation by Genekonnect

Once a consultation has started or medical advice has been provided, the service is considered fully delivered and non-refundable.

 

5. Genetic Reports / Interpretation Services

For services involving genetic analysis or interpretation: Refunds are not available once clinical review, interpretation, or report preparation has commenced, as these involve professional medical services and clinical time.

 

6. Refund Mode & Processing Timeline

Approved Refunds will be issued only using the original payment method, including:

  • Credit/Debit Card → refunded to same card

  • UPI → refunded to originating UPI ID

  • Net Banking → refunded to original account

  • Wallets (if used) → refunded to wallet

We do not issue refunds in cash.

 

Approved refunds will be processed as follows:

  • Initiation: within 5 business days of approval

  • Bank processing time: 1–10 business days (depending on payment method and bank)

Total expected refund completion time: 5–15 business days

Delays due to banks or payment gateways are outside Genekonnect’s control.

 

7. Non-Refundable Services

The following are strictly non-refundable:

  • Completed consultations

  • Partially or fully delivered medical opinions

  • Genetic counselling sessions already conducted

  • Diagnostic interpretation services already initiated or completed

  • Administrative or convenience charges (if applicable)

 

8. Technical Failures

If a consultation cannot be completed due to:

  • Platform failure

  • Network disruption from Genekonnect’s side

  • Provider-side technical issues

The patient may choose:

  • Full refund, or

  • Rescheduled consultation at no additional cost

If the failure is due to patient-side connectivity issues, rescheduling may be offered but refunds are not guaranteed.

 

9. Disputes & Review

All refund-related disputes will be reviewed by Genekonnect’s support team.

We may request:

  • Payment proof

  • Appointment confirmation details

  • Communication records

Final decision regarding refunds rests with Genekonnect, subject to applicable law.

 

10. Fraudulent Prevention

Genekonnect reserves the right to deny refunds in cases of:

  • Fraudulent transactions

  • Chargeback abuse

  • Misuse of services

  • False claims of non-delivery

 

11. Contact for Refund Requests

All refund requests must be submitted to:

Email: contact@genekonnect.com
Subject Line: “Refund Request – [Booking ID]”

 

12. Policy Updates

Genekonnect may update this Refund Policy from time to time. The latest version will always be available on our website. Continued use of Services implies acceptance of updated terms.

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