Return and Refund Policy

12. Refund and Cancellation Policy

All online payments made through the App or Website for booking appointments are subject to our Cancellation and Refund Policy.

Vaccine Panda offers a 100% refund* (excluding any convenience fees/transaction charges, home visit charges, and applied discounts) on all transactions made through the Vaccine Panda Website or App. Refunds will be processed within 10 business days of the transaction, provided the refund request is initiated on or before the final call made by customer care on the day of the service appointment.

If Vaccine Panda and the User are engaged in multiple dialogues regarding a refund, the resolution time frame may extend beyond the standard 10 business days. This cancellation policy applies uniformly to all types of bookings, whether for routine days (Monday–Thursday), weekends (Friday–Saturday), Sundays, public holidays, or bookings involving needle-free injections.

On the day of vaccination, our customer care team will contact you to confirm the vaccination, check if the child is fit (no fever or illness), and ensure there are no last-minute requests for cancellation, rescheduling, or vaccine changes.

A. Pre-Dispatch Refund and Cancellation Policy

Free Cancellations:

Cancellations are allowed free of charge until the morning of the scheduled vaccination, provided customer care is informed before the team departs for the day’s appointments.
In cases where a booking is cancelled, Vaccine Panda cannot guarantee that the same vaccine will be available at the same price for future bookings due to fluctuating inventory and batch prices.
Refunds (excluding convenience fees/transaction charges) will be processed within 10 working days.
Billing and Account Review: A ticket will be generated for the Billing and Accounts Department, and all refunds will be held until proof of the original payment is verified.

Combo Vaccine Policy:

For combo bookings, customers requesting a change during the confirmation call will have their booking rescheduled free of charge. Only one free rescheduling is allowed per booking; subsequent requests will result in cancellation and forfeiture of the advance.

Refund Eligibility:

If a refund request is initiated before or during the confirmation call made by customer care on the day of the service appointment, a 100% refund will be issued (excluding convenience fees/transaction charges, home visit charges, and applied discounts).

Booking Advance and Prepayment Requirements:

A fully refundable booking advance of ₹200 is mandatory for every booking.
If no cancellation request is made, the advance is valid for up to 30 days from the payment date. Beyond this period, the advance will be refunded and a new booking must be initiated.

Individual/Package Vaccination Refund:

Refunds are limited to the cost of the vaccination(s) within the package.
Home visit charges, applied discounts, and convenience/transaction fees charged by third-party payment gateways are non-refundable.

B. Post-Dispatch / On-Site Refund and Cancellation Policy (with penalty)

Cancellations After Team Dispatch:

If a cancellation is requested after the staff has been dispatched, the ₹200 booking advance will be forfeited.
The remaining amount (if any) will be refunded within 10 working days.

On-Site Refusal:

If the customer refuses service on-site after the team arrives, the ₹200 advance will be forfeited.
For combo vaccine bookings, refusal to take all vaccines in the combo will result in cancellation of the entire booking and forfeiture of the advance.
If the customer requests a change in vaccine selection during the morning courtesy call from customer care, the booking will be rescheduled at no additional charge. Only one rescheduling is allowed per booking; further rescheduling will result in cancellation.

On-Site Cancellations (After Vaccine Box Opening):

If the vaccine box is opened and the customer refuses service, the full bill amount will be forfeited. No refund will be issued.

Delayed or Changed Appointments:

If delays are caused by the customer (e.g., child unavailable or lack of cooperation), the team will wait for up to 20 additional minutes at no charge. Thereafter, a waiting fee of ₹100 will apply.
Location changes at the last moment will incur: ₹100 for distances under 1 km; ₹200 for distances between 1–5 km.
In all such scenarios, if the customer does not agree to the additional charges or if the new location is not feasible, the booking will be cancelled and the ₹200 advance will be forfeited.

Refusal to Pre-Pay Balance Amount On-Site:

As per SOP, full pre-payment of the balance amount must be made by the customer once the team arrives at the premises and before the vaccine box is opened. Refusal will be treated as a cancellation and the booking advance will be forfeited.

Policy on Non-Response at Scheduled Service Time:

It is imperative for the customer to provide a working mobile number of the guardian or responsible person who will be present at the scheduled location during the service.
The phone numbers of the vaccination team assigned to the service will be shared with the customer via SMS before the scheduled visit.
Upon arrival at the location (verified by GPS), the service team will attempt to contact the customer via a direct phone call and a WhatsApp message to the registered number.
If the customer or guardian does not respond, the situation will be escalated to our customer care team, who will call the registered mobile number, send an email to the registered email address, and send a follow-up WhatsApp message.
If there is no response within a reasonable timeframe after all contact attempts, the booking will be treated as cancelled and the booking advance will be forfeited to compensate for the service team’s time and travel expenses.
Customers may contact customer care to reschedule the appointment (subject to availability). A fresh booking advance may be required for the rescheduled service.

Emergency Cancellations and Exceptions:

For emergency cancellations, please contact customer care immediately at 9999109040 or 9999771577. Exceptions may be considered at Vaccine Panda’s sole discretion.
Cancellation requests made after the team is dispatched will result in forfeiture of the ₹200 advance.
By proceeding with a booking, the customer agrees to these terms. This policy ensures timely and efficient service delivery for all customers.

C. Refund Policy

Standard Refund Timelines:

Refunds are typically processed within 10 business days unless delays occur due to extended dialogues between Vaccine Panda and the customer.

Duplicate Payments:

If duplicate payments are identified, the extra amount will be refunded within 10 working days upon verification.

Damaged/Tampered/Expired Vaccines:

If a damaged, tampered, or expired vaccine is provided by Vaccine Panda, a full refund (including transaction charges) will be issued.

Barcode/Serial Number Mismatches — Billing Errors or Disputes:

If the barcode or serial number on the vaccine does not match the GST invoice, but the vaccine matches the one that had been booked and is of valid expiry, cancellations or rescheduling on this ground will not be allowed. The booking will stand confirmed and Vaccine Panda will issue a corrected invoice reflecting the accurate batch details after the service is completed. The booking advance will not be refunded on this ground.