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REFUND & CANCELLATION POLICY

At Velora Recovery Centre, we aim to maintain a clear and transparent fee and cancellation policy so that residents and their families understand the financial terms before admission.

Please read this policy carefully before making any payment or confirming admission.

1. THREE-MONTH PROGRAMME PAYMENT

Velora Recovery Centre’s residential/recovery programme is structured as a minimum three-month programme, unless otherwise agreed in writing.

The applicable programme fee for the selected package is payable in advance for three months at the time of admission.

Important:

The three-month programme fee is not treated as a monthly subscription.

Once admission has been completed and services have commenced, cancellation or early discharge will be governed by the refund provisions mentioned below.

2. WHAT IS INCLUDED IN THE PROGRAMME FEE

The programme fee covers only the services specifically included in the selected package.

Depending on the package, this may include:

  • Residential accommodation
  • Basic meals
  • Routine recovery support
  • Counselling
  • Group sessions
  • Structured activities
  • Basic rehabilitation services
  • Routine centre support.

The exact inclusions shall depend on the package selected at the time of admission.

3. SERVICES NOT INCLUDED IN THE PROGRAMME FEE

Certain medical, diagnostic or specialised services may not be included in the standard three-month programme fee.

Additional charges may apply for services such as:

  • Blood tests
  • Laboratory investigations
  • Medical consultations outside the included package
  • Medicines
  • Diagnostic investigations
  • Ultrasound
  • X-Ray
  • MRI
  • CT Scan
  • Other imaging procedures
  • Specialist consultations
  • Hospital treatment
  • Ambulance/medical transportation
  • Emergency treatment
  • Other medically necessary procedures.

These charges shall be payable separately by the resident/family.

4. BLOOD TEST / INITIAL INVESTIGATION ADVANCE

Where blood testing or laboratory investigation is required at the time of admission, the applicable amount must be deposited in advance.

Initial Investigation Advance

₹5,000

This amount may be used towards:

  • Blood tests
  • Laboratory investigations
  • Diagnostic tests
  • Other tests recommended as part of the initial assessment.

If the actual investigation cost is higher than the advance amount, the additional amount shall be payable by the resident/family.

If the actual cost is lower, the applicable balance may be adjusted or settled according to the centre’s billing procedure.

5. ADDITIONAL MEDICAL INVESTIGATIONS

During the resident’s stay, a doctor or qualified healthcare professional may recommend additional investigations based on the resident’s condition.

These may include:

Laboratory Tests

  • Blood tests
  • Urine tests
  • Other laboratory investigations

Diagnostic Procedures

  • Ultrasound
  • X-Ray
  • CT Scan
  • MRI
  • ECG
  • Other medically indicated investigations.

Such investigations are not included in the standard programme fee unless specifically mentioned in the selected package.

The cost of these services shall be payable separately.

6. MEDICINES & MEDICAL EXPENSES

Medicines and medical expenses required for an individual resident are generally charged separately unless specifically included in the selected package.

The family/resident may be required to pay for:

  • Prescription medicines
  • Emergency medicines
  • Special medicines
  • Psychiatric medicines
  • Medical supplies
  • Diagnostic tests
  • Specialist consultations
  • Hospital charges.

7. HOSPITAL / EMERGENCY EXPENSES

If a resident requires treatment at an external hospital or medical facility, the associated expenses shall be payable separately by the resident/family.

This may include:

  • Hospital admission
  • Doctor consultation
  • Emergency treatment
  • Diagnostic investigations
  • Medicines
  • ICU treatment
  • Ambulance
  • Surgery/procedures
  • Specialist treatment
  • Other hospital-related expenses.

These expenses are not included in the standard Velora Recovery Centre programme fee unless expressly stated in writing.

8. THREE-MONTH PROGRAMME CANCELLATION

Because the programme requires advance planning, accommodation allocation, staffing, meals, counselling arrangements and other resources, the three-month programme is structured as a committed residential programme.

If the resident/family decides to discontinue the programme after admission, the refund will be processed according to this policy.

9. CANCELLATION WITHIN 7 DAYS

A cancellation/refund request may be submitted within 7 calendar days from the date of admission/payment, subject to the applicable deductions described below.

The refund amount will be calculated after deducting applicable:

  • Used residential/service charges
  • Admission/registration charges, if applicable
  • Medical expenses
  • Medicines
  • Diagnostic tests
  • Blood tests
  • Consultation charges
  • Investigation charges
  • Food/accommodation already provided
  • Other services already utilised
  • Non-recoverable third-party expenses.

Important:

The refund will not automatically equal the full amount paid.

Only the eligible balance remaining after applicable deductions will be considered for refund.

10. CANCELLATION AFTER 7 DAYS

If the resident/family requests cancellation or discontinuation after 7 calendar days from admission, the three-month programme payment will generally be treated as committed towards the programme.

Therefore:

No refund of the unused portion of the three-month programme fee will ordinarily be payable after the 7-day cancellation period, subject to applicable law and the specific circumstances of the case.

However, any separately identifiable amount that is legally refundable may be considered according to applicable law and the centre’s final settlement process.

11. EARLY DISCHARGE BEFORE COMPLETION OF THREE MONTHS

If a resident chooses to leave the programme before completing the three-month period:

  • The unused portion of the programme fee is not automatically refundable.
  • The applicable refund, if any, will be calculated according to this policy.
  • Medical expenses already incurred will be deducted.
  • Medicines already purchased/used will be deducted.
  • Diagnostic expenses will be deducted.
  • Other services already provided will be deducted.
  • Non-recoverable third-party expenses will be deducted.

The final eligible amount, if any, will be determined after completion of the settlement process.

12. MEDICAL TESTS & INVESTIGATIONS ARE NON-REFUNDABLE

Amounts already spent on medical investigations or services are non-refundable once the service has been performed or the expense has been incurred.

This may include:

  • Blood tests
  • Laboratory tests
  • Ultrasound
  • X-Ray
  • MRI
  • CT Scan
  • ECG
  • Medical consultations
  • Specialist consultations
  • Hospital services
  • Ambulance services
  • Medicines
  • Other diagnostic procedures.

Where a third-party diagnostic centre, hospital, laboratory or medical provider has already charged the amount, that amount will not be refundable by Velora Recovery Centre.

13. MEDICINE CHARGES

Medicine charges are based on actual usage/purchase.

Once medicines have been:

  • Purchased
  • Dispensed
  • Used
  • Opened where applicable
  • Specifically procured for the resident

the corresponding cost will not ordinarily be refundable.

14. PACKAGE CANCELLATION & USED SERVICES

If a resident cancels the programme, the centre may calculate the final settlement after considering services already utilised.

This may include:

Accommodation + Food + Counselling/Programme Services + Medical Expenses + Medicines + Diagnostics + Other Actual Expenses

The applicable balance, if any, will then be determined.

15. ABSENCE FROM THE CENTRE

If a resident temporarily leaves the centre, is absent without authorisation, visits family, or does not participate in the programme for any period during the committed programme term, the programme fee will not automatically be reduced for those days.

The programme resources remain allocated to the resident unless the admission is formally cancelled/discharged.

16. TRANSFER TO HOSPITAL

If a resident is transferred to a hospital because of a medical or psychiatric emergency:

  • External hospital expenses are payable separately.
  • Ambulance/transport charges may apply.
  • Diagnostic expenses are payable separately.
  • Medicines are payable separately.
  • Hospital treatment expenses are not included unless specifically stated in writing.

The centre will make reasonable efforts to coordinate appropriate referral/transfer where necessary.

17. DEATH / SERIOUS MEDICAL EVENT

In the unfortunate event of a resident’s death or serious medical event, the financial settlement will be calculated according to:

  • Services already utilised
  • Medical expenses
  • Medicines
  • Diagnostic expenses
  • Hospital/ambulance expenses
  • Other actual expenses
  • Applicable contractual and legal requirements.

Any eligible balance, if applicable, will be processed to the legally entitled person after required documentation and verification.

18. DISCHARGE DUE TO RULE VIOLATION

If a resident is discharged because of serious violation of centre rules, including:

  • Violence
  • Physical assault
  • Bringing prohibited substances
  • Drug/alcohol use within the premises
  • Serious threats
  • Sexual misconduct
  • Serious property damage
  • Repeated serious misconduct

the applicable refund, if any, shall be determined after deducting all applicable charges and expenses already incurred.

No refund shall be guaranteed merely because discharge occurs before completion of the programme.

Any action will remain subject to applicable law.

19. DISCHARGE FOR MEDICAL REASONS

If the centre determines, based on appropriate medical/clinical advice, that the resident requires a higher level of care or transfer to another facility, the financial settlement may be calculated after considering:

  • Services already utilised
  • Medical expenses
  • Medicines
  • Investigations
  • Accommodation/food
  • Other actual expenses.

Any eligible balance will be processed according to the applicable refund terms and law.

20. NON-REFUNDABLE EXPENSES

The following expenses will generally be treated as non-refundable once incurred:

  • Blood tests already performed
  • Laboratory investigations already performed
  • Ultrasound already performed
  • X-Ray already performed
  • CT Scan already performed
  • MRI already performed
  • ECG already performed
  • Medical consultation already provided
  • Medicines already purchased/dispensed
  • Hospital expenses
  • Ambulance charges
  • Specialist consultation charges
  • Third-party service charges
  • Other services already consumed.

21. NO CASH REFUND

Refunds, where applicable, will normally be processed through the original/verified payment method or another documented banking method.

Cash refunds will not ordinarily be provided.

22. REFUND PROCESSING TIME

Once a valid refund request and required documents have been received and the final account has been settled, eligible refunds will ordinarily be processed within a reasonable administrative period.

The actual processing time may depend upon:

  • Verification
  • Outstanding bills
  • Medical expenses
  • Third-party invoices
  • Payment reconciliation
  • Bank/payment gateway processing.

23. DOCUMENTS REQUIRED FOR REFUND

The centre may require:

  • Resident’s identification
  • Admission receipt
  • Payment receipt
  • Refund request
  • Bank account details
  • Proof of relationship/authorisation where applicable
  • Discharge documentation
  • Other documents reasonably required for verification.

24. WHO CAN REQUEST A REFUND

A refund may generally be requested by:

  • The resident, where legally competent and entitled; or
  • The person who made the payment; or
  • A legally authorised representative.

Where the person requesting the refund is different from the person who made the payment, appropriate verification may be required.

25. REFUND CALCULATION

Where a refund is applicable, the final amount may be calculated broadly as:

Amount Paid

Less:

  • Services already utilised
  • Accommodation/food utilised
  • Medical expenses
  • Blood/laboratory investigations
  • Diagnostic procedures
  • Medicines
  • Hospital/ambulance expenses
  • Applicable administrative/non-recoverable charges
  • Other actual expenses incurred.

= Eligible Refund Amount, if any

This calculation will be based on the applicable package, actual services and expenses and the terms communicated at admission.

26. IMPORTANT EXAMPLE

Suppose a family pays the complete three-month programme fee at admission.

During the resident’s stay, the centre incurs expenses for:

  • Blood tests
  • Medicines
  • Doctor consultation
  • Accommodation
  • Food
  • Counselling/programme services
  • Other medical investigations.

If the family later requests cancellation, the centre will first calculate the expenses/services already utilised.

The amount remaining after applicable deductions, if eligible for refund, will be processed according to this policy.

Therefore, the refund should not be assumed to be the unused monthly fee multiplied by the remaining months.

27. NO REFUND FOR UNUSED DAYS

The programme is not a daily hotel-style service.

The fee covers a structured rehabilitation programme involving:

  • Bed allocation
  • Staff availability
  • Programme planning
  • Counselling
  • Food
  • Accommodation
  • Administrative resources
  • Recovery support.

Therefore, leaving the centre early does not automatically create a right to a pro-rata daily refund.

28. PAYMENT DISPUTES

If there is a concern regarding a payment, the resident/family should first contact the centre’s accounts/administration department.

The centre will review:

  • Payment records
  • Receipts
  • Admission documents
  • Services used
  • Medical expenses
  • Applicable refund terms.

29. FALSE OR FRAUDULENT REFUND CLAIMS

The centre reserves the right to verify refund requests.

False, fraudulent or misleading claims may be rejected and may be dealt with according to applicable law.

30. CHANGES TO FEES & POLICY

Velora Recovery Centre may revise its fees, packages or refund policy from time to time.

However, the applicable commercial terms communicated and accepted at the time of admission will be considered for that admission, subject to applicable law.

31. IMPORTANT LEGAL PROVISION

Nothing in this Refund & Cancellation Policy is intended to remove or restrict any right or remedy that cannot legally be excluded or restricted under applicable Indian law.

Where any provision of this policy conflicts with a mandatory legal requirement, the applicable law will prevail.

32. ACKNOWLEDGEMENT AT ADMISSION

Before admission, the resident and/or authorised representative should carefully review:

  • Programme fee
  • Three-month commitment
  • Included services
  • Additional medical expenses
  • Investigation charges
  • Medicine charges
  • Refund conditions
  • Cancellation period
  • Discharge conditions.

By signing the admission/fee agreement, the resident and/or authorised representative acknowledges that these financial terms have been explained and understood.

33. CONTACT FOR REFUND & CANCELLATION

For refund, cancellation or payment-related queries:

Velora Recovery Centre

Accounts / Administration Department

Phone: ______________________________

Email: ______________________________

Address: ______________________________

Working Hours: ______________________________

IMPORTANT NOTE

Please review the complete fee structure and refund terms before admission.

Velora Recovery Centre encourages residents and families to ask questions about programme fees, medical expenses, additional investigations and cancellation terms before making payment.

All refunds, deductions and settlements shall remain subject to applicable law and the specific admission agreement/package applicable to the resident.

VELORA RECOVERY CENTRE

Recovery with Care. Transparency with Responsibility.

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