info@dhuruvahealth.com+91 93421 99338
DGNH Logo

Cancellation Policy

Last updated: March 2025

Our Commitment to Fair Cancellation Terms

At Dhuruva Global Naturopathy Hospital (DGNH), we recognize that life circumstances change. Appointments may need to be rescheduled, product preferences may shift, or health priorities may evolve. Our cancellation and refund policy has been designed with flexibility in mind — balancing the needs of our patients and customers with the realities of our naturopathic operations, where many of our formulations are customized and freshly prepared for individual health needs.

This policy covers cancellations across three main categories: product orders, online consultations, and treatment packages. Each category has specific timeframes and conditions because different types of services have different lead-time and preparation requirements.

We aim to process refunds promptly and transparently. Our customer care team is available to assist with any cancellation requests or to help you reschedule rather than cancel, should you wish to adjust your appointment or treatment plan rather than forgo it entirely.

1. Overview

At Dhuruva Global Naturopathy Hospital (DGNH), we strive to provide the best naturopathic products, herbal medicines, wellness packages, and consultation services. We understand that plans can change, and we have designed this policy to be fair to both our customers and our operations.

2. Product Orders

  • Orders for naturopathic products, herbal supplements, oils, and Varmam medicines can be cancelled within 24 hours of placing the order, provided the item has not yet been dispatched.
  • To cancel an order, please contact us at info@dhuruvahealth.com or call +91 93421 99338 with your order ID.
  • If the order has already been shipped, it cannot be cancelled. Please refer to our Shipping & Delivery Policy for return procedures.
  • Perishable products (fresh herbal preparations, dietary supplements requiring refrigeration) are non-cancellable once confirmed and prepared.

3. Online Consultation Cancellations

  • Online consultations may be cancelled or rescheduled up to 4 hours before the scheduled appointment time at no charge.
  • Cancellations made less than 4 hours before the appointment will incur a cancellation fee of ₹200 or 20% of the consultation fee, whichever is lower.
  • No-shows (failure to attend without notice) are non-refundable.
  • DGNH reserves the right to reschedule consultations in case of doctor unavailability, with full advance notice and no penalty to the patient.

4. Treatment Packages & Health Programs

  • Treatment packages (e.g., 7-day detox, 14-day rejuvenation) can be cancelled within 48 hours of purchase for a full refund.
  • Cancellations made after 48 hours but before the program starts will receive a 50% refund.
  • Once a program or treatment session has commenced, no refund will be issued for unused sessions unless medically advised otherwise by a DGNH doctor.
  • In cases of medical emergency or documented health complications, DGNH will evaluate refund requests on a case-by-case basis.

5. Refund Processing

  • Approved refunds will be credited to the original payment method within 7–10 business days.
  • For UPI/Net Banking payments, refunds are typically processed within 5 business days.
  • For credit/debit card payments, it may take up to 10 business days depending on your bank.
  • Shipping charges (if any) are non-refundable unless the cancellation is due to a DGNH error.

6. Non-Cancellable & Non-Refundable Items

  • Personalised / custom-formulated herbal medicines or dietary plans
  • Downloadable health guides, e-books, or digital content
  • Gift vouchers and promotional items
  • Products that have been opened, used, or tampered with

7. Special Circumstances & Medical Exceptions

We understand that health situations are unpredictable, and sometimes patients must cancel due to circumstances beyond their control. If you need to cancel your consultation or treatment package due to documented medical emergencies, sudden health complications, hospitalization, or physician-advised reasons to avoid certain treatments, please contact us immediately with medical documentation. DGNH evaluates these requests on a case-by-case basis and may offer full or partial refunds, treatment rescheduling, or service credits depending on the circumstances. We encourage open communication about any health concerns that might affect your consultation or treatment — many situations can be addressed through rescheduling or adjusting your treatment plan rather than full cancellation.

8. Frequently Asked Questions

Can I reschedule my consultation instead of cancelling?

Absolutely! We strongly encourage rescheduling rather than cancellation because it allows you to continue your naturopathic journey without losing your investment. You can reschedule your consultation to a different date and time at no charge as long as the request is made at least 4 hours before your scheduled appointment. Simply contact us at info@dhuruvahealth.com or call with your preferred new date and time, and we'll confirm availability with your practitioner. Rescheduling is quick, simple, and preserves your appointment slot and payment.

What happens if I need to cancel a treatment package due to health reasons?

If you need to cancel your treatment package due to documented health complications, medical emergencies, physician-advised reasons to stop treatment, or hospitalization, DGNH evaluates these requests compassionately on a case-by-case basis. Please provide medical documentation from your healthcare provider explaining why you cannot continue the treatment. Our medical team reviews each request to determine if a full refund, partial refund, treatment credit for future use, or rescheduling option is appropriate. We recognize that health challenges can arise unexpectedly, and we work with patients to find solutions that respect both their wellbeing and our service delivery.

How long does refund processing take?

Approved refunds are credited to your original payment method within 7–10 business days after we approve and process your cancellation request. UPI and Net Banking refunds typically clear within 5 business days because digital payment systems process faster. Credit and Debit card refunds may take up to 10 business days depending on your bank's processing speed and their internal policies. Once DGNH initiates the refund in our system, the remaining processing time depends on your financial institution. You'll receive confirmation of your refund initiation via email, which you can use to follow up with your bank if needed.

Can I cancel a personalized herbal formulation?

Personalized or custom-formulated herbal medicines cannot be cancelled once your order has been confirmed and preparation has begun. These formulations are compounded specifically for your individual health condition, constitution type (dosha), age, and other personal factors. Each custom formulation is fresh, made from natural ingredients, and may contain perishable components. Once preparation commences, the ingredients are committed and cannot be reused for other customers. However, if you'd like to discuss alternatives, adjust the formula, or modify the formulation before it's prepared, contact us immediately upon ordering. We may be able to make changes or substitutions if you reach us before preparation starts.

What's the difference between a cancellation and a return?

A cancellation applies when you request to cancel BEFORE the order is dispatched or immediately after ordering (within 24 hours for products, 4 hours for consultations) and before the item leaves our facility. A return applies after you've received the physical product and subsequently decide you don't want it. Returns have a 7-day window from delivery for unopened, unused items in original packaging. Cancellations result in faster refunds because no reverse logistics or quality inspection is required. Returns involve the courier returning the package to us, our verification that items are unopened and undamaged, and then processing the refund. Cancellations are processed within 3-5 business days; returns take 10-15 business days total.

What if I miss my consultation appointment? Is my payment forfeited?

Yes, no-shows (failing to attend your scheduled consultation without prior notice or cancellation) are non-refundable. However, we understand that emergencies happen. If you miss your appointment due to an unexpected emergency, please contact us immediately. We may consider rescheduling your consultation at the originally paid rate rather than forfeiting your payment entirely, provided you reach out within 24 hours of your missed appointment. We encourage you to provide advance notice if you cannot make your appointment so we can offer your slot to other patients and you can reschedule without penalty.

Can I transfer my treatment package to someone else?

Treatment packages are purchased for your personal health benefit and cannot be transferred to another person. Each package is customized based on your individual health assessment, health goals, and treatment plan. If someone else requires our services, they should purchase their own package tailored to their specific needs. However, you can cancel your package and the recipient can purchase one separately. If you'd like to gift our services to someone, we offer gift certificates that they can use to purchase packages or consultations of their choice.

What if the consultation quality was unsatisfactory? Can I get a refund?

Your satisfaction with our services is important to us. If you feel your consultation did not meet your expectations, please contact us within 7 days with specific feedback about what fell short. We take this seriously and may offer a partial refund, credit toward future services, or a free follow-up consultation to address your concerns. We always strive to provide excellent naturopathic guidance, and we use feedback to continuously improve. Rather than issuing a refund, we often prefer to work with you to ensure you receive the value you expected from your consultation.

Are seasonal or limited-time promotions eligible for cancellation and refund?

Yes, promotional packages and limited-time offers follow the same cancellation policies as regular services. If you purchase during a seasonal promotion or special offer, the cancellation window, refund terms, and conditions remain the same. However, promotional pricing cannot be re-applied if you cancel and later wish to repurchase at regular rates. If you cancel a promotional package, refunds are calculated based on the promotional price you paid, not the regular price.

9. Contact Us

For any cancellation requests or queries, please reach out to our customer care team: