Refund & Cancellation Policy
Our Approach
YORO Health caregivers are neighbourhood-stationed professionals. Cancellations and late requests affect real people who have planned their schedule around your booking. This policy is designed to be fair to both families and caregivers.
Visit Types Defined
On-Demand Visit: A visit requested with less than 2 hours' notice, typically via WhatsApp with an immediate or same-hour start time. Scheduled Visit: A visit booked with 2 or more hours' advance notice for a specific time slot on the same or a future day. Recurring / Subscription Plan: A weekly or monthly plan with a pre-agreed number of visits and a fixed caregiver assignment (e.g., Weekly Plan, NRI Care Plan).
On-Demand Visit Cancellation
• Cancelled within 5 minutes of booking confirmation, before caregiver departs Charge: No charge · Refund: Full refund if prepaid • Cancelled after caregiver has been dispatched (departed from base) but before arrival Charge: ₹100 dispatch fee · Refund: Remaining amount refunded if prepaid • Caregiver arrives at building gate and entry is refused, or no one answers Charge: 50% of visit cost or ₹200 (whichever is higher) · Refund: No refund — caregiver's time and travel are non-recoverable
Scheduled Visit Cancellation
• Cancelled 4+ hours before scheduled start time Charge: No charge · Refund: Full refund if prepaid; no charge if pay-after model • Cancelled 2–4 hours before scheduled start time Charge: ₹150 late-cancellation fee · Refund: Remaining amount refunded if prepaid • Cancelled less than 2 hours before scheduled start time Charge: 50% of visit cost · Refund: No refund on the cancellation charge; remaining 50% refunded if prepaid • No-show (caregiver arrives, premises inaccessible or unattended) Charge: Full visit cost · Refund: No refund
Nurse/Caregiver Already Dispatched to Tower — No Refund
Once a YORO Health caregiver has been confirmed as dispatched and is en route to your residential tower, the visit is considered committed. Cancellations at this stage will incur the dispatch fee (on-demand) or the late-cancellation charge (scheduled), regardless of the reason for cancellation. This applies even if the stated reason is a change of mind, a family member handling the task themselves, or the senior resident declining the visit at the door.
No Refund After Service Completion
Once a visit is marked as completed by the caregiver and confirmed via post-visit WhatsApp summary, no refund will be issued for the cost of that visit. If you believe the service was not delivered as described, please raise a quality complaint within 24 hours via care@yorohealth.com. Quality complaints are reviewed and may result in a complimentary follow-up visit or partial credit at YORO Health's discretion — not a monetary refund.
Recurring / Subscription Plan Refunds
• Plan cancelled before any visit has been completed Full refund of prepaid plan amount within 5 business days • Plan cancelled after some visits have been completed Pro-rata refund for unused visits at the per-visit rate of the plan, minus a ₹299 plan administration fee • NRI Care Plan cancelled mid-month Pro-rata refund based on remaining calendar days in the billing month, minus any visits already completed at the applicable per-visit rate. Monthly video summary fee (if generated) is non-refundable.
Refund If Our Caregiver Does Not Show
If a YORO Health caregiver fails to arrive without prior notice and the visit cannot be rescheduled within 2 hours, you are entitled to a full refund for that visit or a credit toward a future booking — your choice. To claim, contact us via WhatsApp within 4 hours of the missed appointment.
Service Quality Complaints
Refunds are not issued on the basis of subjective dissatisfaction with the caregiver's personality or communication style after a visit is completed. Quality complaints involving verifiable negligence (e.g., vitals not recorded, wound dressing not performed as booked) will be reviewed by our care coordinator and resolved within 48 hours. Resolution may include a complimentary visit or partial credit; monetary refunds for completed visits are issued only in cases of clear, documented service failure.
How Refunds Are Processed
1. Contact us via WhatsApp (+91 89108 82136) or email (care@yorohealth.com) with your booking ID and reason. 2. Refund requests are reviewed within 24 hours of receipt. 3. Approved refunds are processed to the original payment method within 5–7 business days. 4. UPI refunds typically reflect within 1 business day. Card refunds may take 5–7 business days depending on your bank.
Force Majeure & Exceptional Circumstances
In cases of natural disaster, declared public emergency, or verified medical emergency at the customer's premises (substantiated by a hospital receipt or doctor's note), YORO Health will waive cancellation fees and issue a full refund or credit at its discretion. Such requests must be raised within 48 hours of the cancelled visit.