CANCELLATION AND REFUND POLICY

This Cancellation and Refund Policy ("Policy") is published in compliance with the provisions of the Information Technology Act, 2000, the Consumer Protection Act, 2019, the Arbitration and Conciliation Act, 1996, together with all allied rules, regulations and amendments thereto, as applicable and in force in India.

This Policy shall be read in conjunction with the Terms of Use of NEXTBIG HEALTHCARE PRIVATE LIMITED, a company incorporated under the Companies Act, 2013, having its registered office at Gopala Complex, 1st Floor, No. 45/3, Residency Road, Bangalore - 560025, Karnataka, India, operating under the brand name "inticure" and marketed as "India's First Medical Center for Relationship Health" (hereinafter referred to as the "Company").

By booking or availing any consultation, package, or related service ("Service") through the Company's platform ("Platform"), You (the "User" or "Patient") hereby expressly acknowledge, agree, and undertake to be bound by the terms and conditions of this Policy.

1. APPLICABILITY TO ALL BOOKING METHODS

1.1. Comprehensive Application

This Cancellation and Refund Policy applies to all consultations, packages, and services provided by NEXTBIG HEALTHCARE PRIVATE LIMITED ("inticure"), regardless of the method through which the booking was made, including but not limited to:

• (a) Bookings made through our website (www.inticure.com)
• (b) Bookings made through our mobile application
• (c) Bookings made via direct communication channels: • Email • WhatsApp • Telephone calls • SMS • Any other direct communication method
• (d) Bookings made through referrals or any other channel

1.2. Acceptance via Direct Booking Channels

BY CLICKING THE GOOGLE MEET (OR OTHER VIDEO CONFERENCING) LINK AND JOINING THE CONSULTATION, OR BY PARTICIPATING IN THE CONSULTATION BY ANY MEANS, YOU CONFIRM YOUR ACCEPTANCE OF THIS CANCELLATION AND REFUND POLICY with the same legal effect as if You had clicked "I Accept" on our Platform.

You will have received this Policy either:

• As a link in Your booking confirmation email/WhatsApp/SMS
• Through the general Terms of Use and Telehealth Consent
• Via our website (www.inticure.com/cancellation-policy)

1.3. Binding Nature

This Policy is binding on all Users regardless of booking method. Your participation in any Consultation or purchase of any Package constitutes Your complete and unconditional acceptance of this Policy.

2. GENERAL PRINCIPLES

2.1. Prepaid Services Only

All Consultations facilitated through the Platform are strictly prepaid and chargeable. The Company does not, under any circumstances, provide free Consultations. Any previous offers for free consultations have been permanently discontinued.

2.2. Exclusive Remedies

All cancellations, refunds, reschedules, and credits shall be exclusively governed by the provisions of this Policy. No User shall be entitled to claim, demand, or receive any benefit, refund, or reschedule outside the scope expressly set out herein.

This Policy provides the sole and exclusive remedies for all payment-related disputes, grievances, or claims.

2.3. Service Types Covered

This Policy applies to:

• Individual Consultations with RMPs, AYUSH Practitioners, and Non-RMP Practitioners
• Prepaid Packages (3, 6, 9, or 12 session bundles)
• Wellness Services (Tarot, Astrology, Coaching)
• Any other paid services offered on the Platform

3. CANCELLATION BY PATIENTS

3.1. Cancellation Timeline and Refund Eligibility

If a Patient cancels a scheduled Consultation, the following refund rules shall apply based on timing of cancellation:

(a) Cancellation More Than 72 Hours Prior to Scheduled Consultation:

• Refund: 100% of the Consultation Fee
• Processing: Refund initiated within 7-10 business days of cancellation

(b) Cancellation Between 24 and 72 Hours Prior to Scheduled Consultation:

• Refund: 50% of the Consultation Fee
• Forfeited: 50% of the Consultation Fee (retained by Company to compensate for Practitioner scheduling and opportunity costs)
• Processing: Refund initiated within 7-10 business days of cancellation

(c) Cancellation Within 24 Hours Prior to Scheduled Consultation:

• Refund: 0% (No refund)
• Reason: Late cancellation prevents Practitioner from filling the time slot; full fee is forfeited
• Note: For package-based services, the session counts as utilized/consumed

(d) Cancellation After Scheduled Consultation Time (Late Cancellation):

• Refund: 0% (No refund)
• Treatment: Equivalent to No-Show (see Section 4)

3.2. Rescheduling

(a) Rescheduling Window:

A Consultation may be rescheduled up to 6 hours prior to the scheduled appointment time, subject to Practitioner availability.

(b) Rescheduling Limit:

Each Consultation may be rescheduled only once. After the first reschedule, no further rescheduling is permitted.

(c) Rescheduling Process:

Users may reschedule through:

• Platform interface (if available)
• Email to wecare@inticure.com with consultation details
• Contacting customer support

(d) Confirmation:

Rescheduling must be confirmed by the Company. Users should not assume rescheduling is complete until receiving confirmation email.

3.3. No Refund After Rescheduling

Once a Consultation has been rescheduled, it shall NOT be eligible for cancellation or refund under any circumstances.

If the User subsequently cannot attend the rescheduled Consultation:

• No refund will be provided
• The session is treated as completed/utilized
• For package-based services, the session count is deducted

Rationale: Rescheduling already imposes costs on Practitioners and Company. Allowing cancellation after rescheduling would create operational inefficiencies and unfair burden on Practitioners.

4. CANCELLATION OR NO-SHOW BY PRACTITIONERS

4.1. Practitioner Cancellation

If a Practitioner cancels a Consultation for any reason (illness, emergency, scheduling conflict, technical issues), the Patient shall be entitled to one of the following remedies, at Patient's choice:

(a) Rescheduling with Same Practitioner:

• Consultation rescheduled at mutually convenient time
• No additional cost to Patient
• Priority scheduling given to affected Patient

(b) Alternative Practitioner:

• Consultation with another Practitioner of equivalent expertise and specialization
• No additional cost to Patient
• Patient may review alternative Practitioner profile before confirming

(c) Full Refund (Exception):

• Generally NOT available (as per Telemedicine Guidelines encouraging continuity of care)
• Exception: If no suitable alternative Practitioner is available within reasonable timeframe (14 days), Patient may request full refund
• Refund processed within 7-10 business days

4.2. Practitioner No-Show

If a Practitioner fails to join the Consultation within 15 minutes of the scheduled appointment time:

(a) Automatic Remedies:

The Patient shall be entitled to:

• Rescheduled Consultation with the same Practitioner or alternative Practitioner of equivalent expertise, at no additional cost, OR
• Full Refund if Patient does not wish to reschedule (processed within 7-10 business days)

(b) Patient Choice:

Patient may choose between rescheduling or refund by contacting wecare@inticure.com within 24 hours of the no-show incident.

4.3. No Monetary Compensation

For the avoidance of doubt, Patients shall NOT be entitled to:

• Additional monetary compensation beyond refund or free reschedule
• Damages for inconvenience, lost time, or emotional distress
• Credits beyond the consultation fee
• Free additional sessions or services

The Company's liability is strictly limited to refund or rescheduling as set forth above.

4.4. Technical Failures Attributable to Practitioner

If a Consultation cannot be completed due to technical or connectivity issues clearly attributable to the Practitioner (poor internet, device failure, software issues on Practitioner's end):

• Consultation shall be rescheduled at no additional cost to Patient
• Alternative Practitioner may be offered if original Practitioner has recurring technical issues
• Refund may be provided if Patient prefers not to reschedule

5. NO-SHOW BY PATIENTS

5.1. Definition of No-Show

A Patient is deemed to have committed a "No-Show" when:

• (a) Patient fails to join the Consultation within 15 minutes of the scheduled appointment time, OR
• (b) Patient joins late (after 15 minutes) but Practitioner has already left/is no longer available, OR
• (c) Patient does not respond to joining link, meeting invitation, or communication attempts by Company/Practitioner

5.2. No-Show Consequences

In the event of a No-Show:

• No Refund: 0% refund provided. Full Consultation Fee is forfeited.
• No Reschedule: No rescheduling permitted. Patient must book and pay for new Consultation if they wish to receive service.
• Consultation Deemed Completed: Consultation is treated as completed/utilized. For package-based services, the session is counted as one (1) utilized session (see Section 5.4.3).

5.3. Rationale for No-Show Policy

This strict policy is necessary because:

• Practitioners reserve dedicated time and cannot fill last-minute cancellations
• No-shows deprive other Patients of appointment opportunities
• Practitioners incur opportunity costs and lost revenue
• Company incurs administrative and operational costs

5.4. Technical Issues - Patient Responsibility

If Patient experiences technical difficulties (poor internet, device issues, software problems):

(a) Patient Responsibility:

Patients are responsible for ensuring technical readiness before Consultation. Testing connection, device, and software in advance is Patient's obligation. No-Show rules apply even if technical issues prevent Patient from joining.

(b) Limited Exceptions:

The Company may, in its sole and absolute discretion, offer rescheduling (not refund) if:

• Technical failure is clearly beyond Patient's control (ISP-wide outage, platform-wide technical failure)
• Patient promptly notifies Company (within 15 minutes of scheduled time) with evidence of technical issue
• Practitioner confirms Patient attempted to join but could not connect

However, the Company has NO OBLIGATION to provide such accommodations, and decision is entirely discretionary.

6. PACKAGES

6.1. Package Options

Users may purchase prepaid Packages consisting of:

• 3 sessions: Valid for 3 months
• 6 sessions: Valid for 6 months
• 9 sessions: Valid for 9 months
• 12 sessions: Valid for 12 months

Packages may be purchased:

• Individually: For single User's exclusive use
• For Couples: For use by two specified individuals (both partners)

The Company reserves the right to introduce additional package configurations in the future.

6.2. Package Validity Periods

Packages have fixed, non-extendable validity periods:

Validity cannot be extended or paused for any reason, including:

• Patient illness, travel, or personal circumstances
• Practitioner unavailability
• Technical issues or Platform downtime
• Force majeure events

Any unused sessions shall automatically and irrevocably lapse upon expiry of the validity period and shall not be:

• Carried forward beyond validity period
• Refunded (fully or partially)
• Transferred to another User or Package
• Extended or renewed

6.3. Non-Refundability and Rationale

Packages are strictly non-refundable under all circumstances, subject only to the limited exception in Section 5.4.

Rationale for Non-Refund Policy:

(a) Therapeutic Adherence:

Packages are designed to encourage commitment to treatment plans. Continuity of care is critical for clinical outcomes, especially in sexual health, mental wellness, and relationship therapy. Non-refundable policy promotes completion of recommended treatment course.

(b) Cost Structure:

Packages are offered at discounted rates (compared to individual sessions). Discount reflects upfront commitment and certainty for Practitioners. Administrative and scheduling costs are incurred by Company and Practitioners at time of purchase.

(c) Practitioner Planning:

Practitioners allocate time and resources based on package commitments. Refunding packages disrupts Practitioner scheduling and revenue planning.

6.4. Good Faith Discretion - Limited Exception

Notwithstanding the strict non-refund policy, the Company may, in its sole and absolute discretion, consider granting a partial refund, credit, or reschedule in exceptional, verifiable circumstances.

(a) Qualifying Circumstances (Examples Only, Not Exhaustive):

• Medical Emergency: Documented serious illness or hospitalization preventing User from continuing sessions (requires medical certificate from recognized hospital)
• Death or Terminal Illness: Death of User or terminal diagnosis preventing completion (requires death certificate or medical documentation)
• Relocation for Work: Unexpected relocation to location with severe time zone incompatibility (requires employment documentation)
• Other Genuine Hardship: Circumstances beyond User's control making completion genuinely impossible

(b) Non-Qualifying Circumstances:

• Change of mind, dissatisfaction with service, or preference changes
• Non-emergency medical conditions or minor illnesses
• Travel, vacation, or personal commitments
• Financial difficulties or inability to continue paying
• Relationship breakup (for couples packages)
• Discomfort or lack of rapport with Practitioner (solution: request alternative Practitioner)

(c) Evaluation Process:

To request exception:

1. Email wecare@inticure.com with subject "PACKAGE EXCEPTION REQUEST"
2. Include:
   • Explanation of exceptional circumstance
   • Supporting documentation (medical certificates, official documents, etc.)
   • Proof that circumstance is beyond User's control and prevents completion
3. Company will evaluate request within 15 business days
4. Decision is final and not subject to appeal

(d) Discretion and No Right:

Users acknowledge that:

• This discretion is entirely at Company's sole judgment
• No User has any right, entitlement, or guarantee to exception
• Granting exception to one User does NOT create precedent or obligation for other cases
• Company may deny requests even if circumstances appear sympathetic
• Decision cannot be challenged through arbitration, courts, or other forums

(e) Partial Refund Calculation (If Granted):

If Company exercises discretion to grant refund:

• Used sessions are charged at Standard Individual Consultation Rate (not discounted package rate)

6.5. Practitioner Assignment and Substitution

(a) The Company reserves the right, in its sole and absolute discretion, to assign or reassign any Practitioner to any session forming part of a Package.

(b) If the originally selected Practitioner becomes unavailable (leave, resignation, scheduling conflict), the Company may:

• Substitute an alternative Practitioner of equivalent expertise and specialization
• Offer Patient option to wait for original Practitioner (if available within reasonable time)
• Provide information about alternative Practitioner for Patient's review

(c) Practitioner substitution does NOT entitle Patient to:

• Refund or credit
• Additional free sessions
• Discount or compensation
• Cancellation of Package

(d) Patients acknowledge that:

• Continuity of care is important but may not always be possible
• Alternative Practitioners are carefully selected to maintain quality of care
• Medical records and consultation history are transferred to new Practitioner
• Patients may request specific Practitioners but Company cannot guarantee availability

7. INTERRUPTIONS AND FORCE MAJEURE

7.1. Disruptions Attributable to Practitioner

If a Consultation is disrupted or cannot be completed due to technical or power failure clearly attributable to the Practitioner:

• (a) Remedy: Consultation shall be rescheduled for the Patient at no additional cost
• (b) Timeline: Rescheduling should occur within 7 days of disruption
• (c) Alternative: If rescheduling is not feasible, Patient may request alternative Practitioner

7.2. Disruptions Attributable to Patient

If a Consultation is disrupted or cannot be completed due to technical or power failure attributable to the Patient (poor internet, device failure, software issues on Patient's end):

• (a) Company Discretion: The Company may, at its sole and absolute discretion, offer to reschedule such Consultation
• (b) No Obligation: The Company shall be under NO obligation to reschedule
• (c) Likely Outcome: In most cases, the session will be treated as completed/utilized, and no refund or reschedule will be provided
• (d) Patient Responsibility: Patients are responsible for ensuring technical readiness and bear the risk of technical failures on their end

7.3. Disruptions Due to External Factors (Force Majeure)

(a) Examples of Force Majeure:

• Natural disasters (earthquakes, floods, storms)
• Widespread internet or telecommunications outages affecting large geographic area
• Power grid failures impacting entire regions
• Government-imposed internet shutdowns or restrictions
• Platform-wide technical failures affecting all Users
• Pandemics or public health emergencies restricting telemedicine operations
• Acts of war, terrorism, or civil unrest
• Cyber attacks or data breaches affecting Platform infrastructure

(b) Company's Sole Discretion:

The Company shall have sole and absolute discretion to determine:

• Whether the event qualifies as force majeure
• Whether the Consultation should be rescheduled
• Timeline for rescheduling
• Whether refund should be offered (in extraordinary cases)

(c) Company's Determination is Final:

The Company's determination regarding force majeure events and appropriate remedies shall be:

• Final and binding
• Conclusive on all Parties
• Not subject to challenge or appeal

(d) No Guaranteed Remedy:

Users acknowledge that:

• Force majeure events may result in service disruption without remedy
• Company may decide NOT to reschedule or refund if event impacts large number of Users and operational constraints prevent accommodation
• Company is not liable for force majeure events beyond its control

8. PROCEDURE FOR REFUNDS

8.1. Processing Timeline

Refunds, where expressly permitted under this Policy, shall be processed within:

• 7 to 10 business days from the date of approval by the Company
• Business days exclude weekends and public holidays
• Timeline begins after Company approves the refund request (not from initial request date)

8.2. Refund Method

(a) Original Payment Method:

Refunds shall be remitted only to the original mode of payment used for the transaction.

Examples:

• Credit card payment → Refund to same credit card
• Debit card payment → Refund to same debit card
• UPI payment → Refund to same UPI account
• Bank transfer → Refund to source bank account

(b) No Alternative Refund Methods:

The Company will NOT provide refunds via:

• Cash
• Different payment method than originally used
• Third-party accounts
• Gift cards, vouchers, or credits (unless specifically agreed)

8.3. Refund Deductions

Refunds shall be processed net of:

(a) Transaction Charges:

• Payment gateway fees (typically 2-3% for credit cards, 1-2% for UPI, etc.)
• Bank charges or intermediary fees

(b) Currency Conversion Costs:

• For international transactions, currency conversion fees
• Exchange rate fluctuations between transaction date and refund date

(c) Other Applicable Costs:

• GST or taxes (where applicable and non-refundable)
• Any other legitimate deductions permitted by payment gateway or banking regulations

(d) Example:

Users acknowledge and accept that:

• Refunded amount may be less than originally paid due to legitimate deductions
• Company is not responsible for third-party fees or charges
• Refund amounts are final and not subject to negotiation

8.4. Refund Request Submission

(a) How to Request:

Refund requests must be submitted by the Patient via email to: wecare@inticure.com

(b) Required Information:

Include the following in the email:

• Subject Line: REFUND REQUEST: [Booking ID or Name]
• Full Name: As registered on Platform
• Email Address: Registered email
• Mobile Number: Registered mobile/WhatsApp number
• Booking/Transaction ID: Found in confirmation email
• Date of Consultation: Scheduled date/time
• Reason for Refund: Clear explanation (e.g., "Cancellation 5 days before appointment," "Practitioner no-show," etc.)
• Supporting Documentation: If claiming exception (medical certificate, etc.)

(c) Incomplete Requests:

Refund requests containing incomplete, inaccurate, or fraudulent details shall be liable to summary rejection at the sole discretion of the Company.

(d) Response Timeline:

• Acknowledgment: Within 48 hours of email receipt
• Decision: Within 5-7 business days
• Processing: If approved, refund initiated within 7-10 business days

8.5. Refund Tracking

Once refund is initiated by Company:

• Users will receive confirmation email with refund reference number
• Users should allow 7-10 business days for funds to appear in account (may take longer for international transactions)
• For refund status inquiries, contact wecare@inticure.com with refund reference number

9. PROHIBITION ON CHARGEBACKS

9.1. Exclusive Remedies Under This Policy

The User expressly acknowledges and irrevocably agrees that:

• (a) All refunds, reschedules, credits, and payment disputes are governed exclusively by this Cancellation and Refund Policy
• (b) This Policy provides the sole and exclusive remedies for any payment-related grievances, disputes, or claims
• (c) No other refund mechanism, dispute resolution process, chargeback procedure, or payment recovery method shall be available outside this Policy

9.2. Waiver of Chargeback Rights

The User hereby irrevocably and unconditionally waives any and all rights to initiate, request, pursue, or otherwise process any:

• Chargeback through credit card issuers, banks, or financial institutions
• Payment reversal or dispute through debit card providers
• Transaction dispute through payment gateways (Stripe, Razorpay, etc.)
• Refund claim through financial institutions outside this Policy
• Section 75 claims (UK), Fair Credit Billing Act claims (USA), or similar consumer protection mechanisms
• Any similar payment recovery mechanism

EXCEPT strictly in accordance with the terms, conditions, timelines, and procedures set forth in this Cancellation and Refund Policy.

9.3. Material Breach and Severe Consequences

Any attempt by the User to initiate or process a chargeback, payment dispute, or reversal inconsistent with or in violation of this Policy shall constitute a MATERIAL and FUNDAMENTAL BREACH of the Terms of Use.

Upon such breach, the Company is entitled to, without prejudice to its other rights and remedies:

(a) Immediate Account Suspension:

• Suspend or permanently terminate User's account without notice
• Block access to Platform and all Services
• Cancel all scheduled Consultations and unused Package sessions (without refund)

(b) Fee Recovery and Financial Penalties:

• Recover Principal Amount: Collect any amounts improperly refunded through chargeback
• Interest: Charge interest at 18% per annum from date of chargeback until full recovery
• Liquidated Damages: Claim 30% of disputed amount as liquidated damages for administrative costs, legal expenses, and opportunity costs
• Legal Fees: Recover actual attorney fees, court costs, and collection agency fees
• Collection Costs: Recover all expenses incurred in reversing the chargeback and collecting debts

(c) Legal Action:

• Initiate civil proceedings for breach of contract, fraud, and unjust enrichment
• File criminal complaints for cheating and fraud under Sections 415, 420 of Indian Penal Code, 1860 (where applicable)
• Report to credit bureaus and payment fraud databases
• Seek injunctive relief to prevent further fraudulent activity

(d) Reputational Consequences:

• Permanent ban from Platform and associated services
• Blacklisting of email, phone number, payment methods, and IP address
• Reporting to fraud prevention databases shared across healthcare platforms

9.4. Good Faith Disputes - Exception

This prohibition does NOT prevent legitimate chargebacks for:

(a) Unauthorized Transactions:

• Credit card theft or identity theft
• Fraudulent charges without User's knowledge or consent
• Account takeover by unauthorized third party

(b) Technical Errors:

• Duplicate charges (same transaction charged twice due to technical glitch)
• Incorrect amount charged (significantly different from displayed price)
• Payment gateway errors resulting in overcharging

(c) Non-Delivery of Service:

• User paid but Company never provided access to Platform
• Systemic failure where User cannot access Services despite payment

(d) Mandatory Pre-Notification:

Users MUST notify the Company via wecare@inticure.com BEFORE initiating any chargeback to allow the Company opportunity to:

• Investigate the issue
• Verify the claim
• Resolve the dispute amicably
• Process refund directly (faster than chargeback process)

(e) Notification Requirements:

Email must include:

• Subject: PAYMENT DISPUTE NOTIFICATION: [Transaction ID]
• Description: Detailed explanation of issue (unauthorized charge, technical error, etc.)
• Evidence: Supporting documentation (bank statement, fraud report, police complaint, etc.)
• Attempted Resolution: Prior attempts to resolve with Company

Company will investigate within 5-7 business days and:

• Resolve issue directly if legitimate
• Provide explanation if charge was valid
• Request additional evidence if needed

Only if Company fails to respond or refuses to resolve legitimate issue may User proceed with chargeback.

9.5. Chargeback Defense

If User initiates chargeback without following proper procedure:

• (a) Company will vigorously contest the chargeback with payment processors
• (b) Company will provide evidence including:
  • Terms of Use and Cancellation Policy with User's acceptance
  • Consultation confirmation and attendance records
  • Communication logs showing User was informed of policies
  • Proof of service delivery
  • User's acknowledgment of non-refund terms (for Packages)
• (c) If chargeback is reversed in Company's favor:
  • User remains liable for all amounts plus fees, interest, and penalties as per Section 8.3
  • User may also face legal action for fraudulent chargeback attempt

10. WELLNESS SERVICES - SPECIAL REFUND POLICY

10.1. Applicability

This section applies to non-medical wellness services including:

• Tarot readings
• Astrology consultations
• Numerology sessions
• "Vibe Check" or "Relationship Health Score" consultations
• Life coaching or relationship coaching
• Any other services labeled as "for entertainment and spiritual guidance purposes only"

10.2. No Refunds for Subjective Dissatisfaction

For Wellness Services, refunds are strictly NOT provided on the grounds that:

(a) Subjective Dissatisfaction:

• User was dissatisfied with the advice, prediction, or insights provided
• User did not like the "vibe," energy, or communication style of the Practitioner
• Predictions or readings did not align with User's expectations or desires
• User did not receive the outcome or answers they hoped for

(b) Disagreement with Content:

• User disagrees with Practitioner's interpretations
• Readings were perceived as negative, pessimistic, or unwanted
• User feels the reading was inaccurate or not applicable

(c) Change of Mind:

• User changed mind about wanting the service after completion
• User regrets booking the service
• User decided they don't believe in such services

10.3. Rationale for No Subjective Refunds

Wellness Services are inherently subjective and depend on:

• Personal interpretation and spiritual beliefs
• Individual resonance with Practitioner's style
• Unpredictable outcomes of divination practices
• Entertainment and exploration rather than guaranteed results

Allowing refunds based on dissatisfaction would:

• Incentivize Users to claim dissatisfaction to get free services
• Make such services commercially unviable
• Be unfair to Practitioners who provided the service in good faith

10.4. Valid Grounds for Wellness Service Refunds

Refunds for Wellness Services ARE provided ONLY for:

(a) Technical Failures:

• Session did not start due to Platform technical issues
• Session was cut off mid-way due to Platform failure (not User's or Practitioner's internet)
• User could not access the session despite multiple attempts

(b) Non-Delivery of Service:

• Practitioner did not join the session (no-show)
• Practitioner joined but did not provide any reading or consultation
• Session was significantly shorter than purchased duration (e.g., 10 minutes instead of 30 minutes)

(c) Practitioner Misconduct:

• Practitioner engaged in harassment, abuse, or inappropriate behavior
• Practitioner made prohibited statements (medical diagnoses, harmful predictions - see Terms of Use Section 4.6)
• Practitioner solicited payment outside Platform

For any of these valid grounds:

• Email wecare@inticure.com with subject "WELLNESS SERVICE REFUND REQUEST"
• Provide evidence (screenshots, session recordings if available, detailed description)
• Company will investigate and process refund if claim is substantiated

10.5. User Acknowledgment

By booking Wellness Services, Users explicitly acknowledge and accept that:

• Services are for entertainment and spiritual guidance only
• Results are subjective and not guaranteed
• Refunds based on dissatisfaction or disagreement with content are not available
• The non-medical nature of services means outcomes cannot be objectively evaluated

11. LIMITED LIABILITY

11.1. Nature of Company

The Company is a technology facilitator only and does not, in any manner whatsoever:

• Provide medical consultation or healthcare services
• Employ Practitioners or control their professional judgment
• Guarantee medical outcomes or treatment efficacy
• Assume liability for Practitioner acts or omissions

11.2. Disclaimer of Consequential Damages

Under no circumstances shall the Company be liable for:

• (a) Direct, Indirect, or Consequential Damages:
  • Loss of profits, revenue, or business opportunities
  • Loss of goodwill or reputation
  • Loss of data or information
  • Medical complications or adverse health outcomes
  • Emotional distress, mental anguish, or psychological harm
  • Any damages exceeding consultation fees paid
• (b) Damages Related to Cancellations or Refunds:
  • Inconvenience of rescheduling
  • Lost time or opportunity costs
  • Travel expenses for intended follow-up care
  • Any other incidental or consequential losses

11.3. Maximum Aggregate Liability Cap

Notwithstanding anything contained herein, the aggregate liability of the Company shall, in all cases, be limited to and shall NOT exceed:

The Consultation Fee actually collected by the Company from the Patient for the specific disputed Consultation.

11.4. Waiver of Larger Claims

Users expressly waive and release any and all claims against the Company exceeding the liability cap stated in Section 10.3.

12. DISPUTE RESOLUTION AND ARBITRATION

12.1. Good Faith Negotiation

Before initiating arbitration or litigation, the Parties shall first attempt to resolve any dispute, controversy, or claim arising out of or in connection with this Policy (each a "Dispute") amicably through good faith negotiations within fifteen (15) days of written notice.

12.2. Mandatory Arbitration

If the Dispute remains unresolved after fifteen (15) days, it shall be referred to and finally resolved by arbitration in accordance with the following framework:

(a) Arbitration Rules:

Arbitration shall be conducted in accordance with the Mumbai Centre for International Arbitration (MCIA) Arbitration Rules, including the Expedited Procedure where applicable.

(b) Sole Arbitrator:

The arbitration shall be conducted by a sole arbitrator appointed in accordance with the MCIA Rules.

(c) Seat and Venue:

The seat, venue, and place of arbitration shall be Bangalore, Karnataka, India.

(d) Language:

The language of arbitration proceedings shall be English.

(e) Arbitration Costs:

The costs of arbitration (arbitrator fees, administrative fees, legal costs) shall initially be borne by the Party initiating the Dispute, subject to final reallocation in the arbitral award at the arbitrator's discretion.

12.3. Class Action Waiver

The Parties irrevocably waive any right to:

• Participate in or bring class action claims
• Consolidate claims with those of other persons
• Participate in representative actions or collective proceedings
• Join claims with other arbitrations or court proceedings

Each Dispute must be arbitrated on an individual basis only.

12.4. Finality and Enforceability

The arbitral award shall be:

• Final and binding on both Parties
• Conclusive determination of all matters submitted
• Not subject to appeal (except as permitted under Arbitration and Conciliation Act, 1996)
• Enforceable in any court of competent jurisdiction

12.5. Conflict Resolution

This arbitration clause shall be severable from all other provisions. If any portion is deemed unenforceable, the remainder shall remain valid to the maximum extent permitted by law.

12.6. International Enforceability

This arbitration agreement is governed by and enforceable under:

• The Arbitration and Conciliation Act, 1996 (India)
• The New York Convention on Recognition and Enforcement of Foreign Arbitral Awards, 1958

International Users agree that:

• Arbitration awards from Bangalore are enforceable in their local jurisdiction
• They will not contest enforceability based on nationality or location

12.7. Severability

This arbitration clause shall be severable from all other provisions. If any portion is deemed unenforceable, the remainder shall remain valid to the maximum extent permitted by law.

13. GOVERNING LAW AND JURISDICTION

13.1. Governing Law

This Policy shall be governed by, and construed in accordance with, the laws of India, including:

• Consumer Protection Act, 2019
• Indian Contract Act, 1872
• Information Technology Act, 2000
• All other applicable Indian laws and regulations

13.2. Exclusive Jurisdiction

Subject to mandatory arbitration (Section 11), the courts at Bangalore, Karnataka, India shall have exclusive jurisdiction over any dispute, controversy, or claim arising hereunder.

International Users irrevocably submit to Bangalore jurisdiction and waive any objection based on inconvenient forum or lack of personal jurisdiction.

14. AMENDMENTS

14.1. Right to Modify

The Company reserves the right to unilaterally modify or amend this Policy at any time, at its sole and absolute discretion.

14.2. Notification

Material changes (affecting refund eligibility, timelines, or User rights) shall be notified via email to registered email address, prominent notice on Platform, at least fifteen (15) days advance notice before changes take effect. Non-material changes (clarifications, formatting) are effective immediately upon publication.

14.3. Continued Use

Continued use of the Platform after Policy updates constitutes acceptance of the amended Policy.

14.4. Master Provision

In case of any conflict, the amendments clause in the Terms of Use 1.3 shall prevail as the master agreement.