Refund & Cancellation Policy
Last Updated: June 2026
RayNova Care ElderPod Pvt. Ltd. (“RayNova”, “Company”, “we”, “our”, or “us”) is committed to providing reliable elder care and healthcare support services across West Bengal. This Refund & Cancellation Policy outlines the terms governing cancellations, refunds, service modifications, and payment-related matters for services booked through our website, mobile platforms, customer support channels, or authorized representatives.
By booking or availing any service from RayNova, you agree to the terms set forth in this Policy.
1. Scope of Services
This Policy applies to all elder care and support services provided by RayNova, including but not limited to:
Elder Care Assistance
Caregiver Services
Nursing Assistance
Physiotherapy Support
Doctor Consultation Coordination
Ambulance Assistance
Medicine Support Services
Home Care Services
Companion Care
Other healthcare and elder support services offered by the Company
All services are subject to availability, serviceability, operational feasibility, and Company confirmation.
2. Service Booking
Customers may request and book services through:
Official Website
Customer Support Helpline
Email Communication
WhatsApp
Authorized Company Representatives
Submission of a booking request does not guarantee service confirmation. Services shall be considered confirmed only upon acceptance by RayNova and receipt of applicable payment, where required.
3. Cancellation Before Service Commencement
Customers may cancel a confirmed booking before the deployment of personnel or commencement of service.
3.1 Cancellation Request Process
Cancellation requests must be submitted through:
Email: raycareelderpod2@gmail.com
Customer Support: +91 8697122512
The Company may request verification of booking details before processing cancellation requests.
3.2 Refund Eligibility
If a cancellation request is approved before service commencement, the customer may be eligible for a refund after deduction of:
Payment Gateway Charges
Banking Charges
Administrative Costs
Processing Fees, if applicable
The final refundable amount shall be determined by the Company based on actual charges incurred.
4. No Refund After Service Commencement
Once a caregiver, attendant, nurse, physiotherapist, healthcare professional, or any assigned service personnel has been deployed and service delivery has commenced, no refund shall be available.
The customer acknowledges that manpower deployment involves staffing, scheduling, operational planning, logistics, and administrative costs that become non-recoverable after service initiation.
5. Customer-Initiated Early Termination
If a customer chooses to discontinue, suspend, or terminate the service after commencement:
No refund shall be payable.
Any pending dues or outstanding payments shall remain payable.
The Company reserves the right to recover unpaid service charges in accordance with applicable laws.
6. Company-Initiated Cancellation
In exceptional situations where RayNova is unable to provide the booked service due to circumstances beyond its reasonable control, the Company may, at its sole discretion:
Reschedule the service;
Arrange a replacement caregiver or service provider;
Offer an alternative service arrangement; or
Refund the unused portion of the service, where applicable.
The decision regarding the appropriate remedy shall rest solely with the Company.
7. Refund Processing Timeline
Approved refunds shall generally be processed within 7 to 10 business days from the date of approval.
Refunds will be issued to the original payment method used during booking wherever possible.
Actual credit timelines may vary depending upon:
Banking Institutions
Payment Gateway Providers
Credit Card Issuers
Financial Processing Systems
RayNova shall not be responsible for delays caused by third-party financial institutions or payment processors.
8. Non-Refundable Circumstances
Refund requests shall not be entertained in the following situations:
Service has already commenced.
Caregiver or service personnel has been deployed.
Customer refuses service after deployment.
Customer changes personal plans after service initiation.
Incorrect, incomplete, or misleading information was provided during booking.
Dissatisfaction arising from circumstances beyond the Company’s reasonable control.
Customer fails to cooperate during service delivery.
Force majeure events affecting service execution.
9. Force Majeure
RayNova shall not be liable for delays, interruptions, modifications, or cancellations resulting from events beyond its reasonable control, including but not limited to:
Natural Disasters
Floods
Earthquakes
Epidemics or Pandemics
Government Restrictions
Public Emergencies
Strikes or Labor Disputes
Transportation Failures
Telecommunication Disruptions
Refunds in such situations shall be considered solely at the Company’s discretion and subject to operational circumstances.
10. Dispute Resolution
In the event of any dispute relating to cancellations, refunds, payments, or service charges, the parties shall first attempt to resolve the matter amicably through customer support and internal grievance mechanisms.
If a resolution cannot be reached, the dispute shall be governed by the laws of India and subject to the exclusive jurisdiction of the courts located in Kolkata, West Bengal.
11. Policy Amendments
RayNova Care ElderPod Pvt. Ltd. reserves the right to modify, revise, update, or replace this Refund & Cancellation Policy at any time without prior notice.
Any changes shall become effective immediately upon publication on the Company’s website or official communication channels.
Customers are encouraged to review this Policy periodically for updates.
Contact Information
RayNova Care ElderPod Pvt. Ltd.
📍 Registered Office:
99/75, Bapuji Colony, Dumdum,
Kolkata – 700028, West Bengal, India
📧 Email: raycareelderpod2@gmail.com
📞 Customer Support: +91 8697122512
🌐 Website: https://raycare-elderpod.com
By booking or using any RayNova Care services, you acknowledge that you have read, understood, and agreed to this Refund & Cancellation Policy.