Refund Policy

1. Scope of Services

"Sevalink is a technology platform that facilitates connections between users and independent ambulance drivers, medical transport providers, and healthcare service partners. Sevalink does not own, operate, or control any ambulance services or medical personnel and is not a healthcare or emergency medical service provider. Any medical assistance, treatment, or procedures carried out during transport are the sole responsibility of the respective service provider. Sevalink shall not be liable for the quality, outcome, or execution of any medical or transport services provided."

2. Cancellation Policy

2.1 Before Driver Assignment

Cancellation of a booking is permitted without penalty prior to the assignment of an ambulance driver. Any payment made shall be eligible for a refund, subject to deduction of applicable payment gateway fees, transaction charges, or processing costs.

2.2 After Driver Assignment

Once an ambulance driver has been assigned to the booking, the advance amount and/or booking amount shall become strictly non-refundable.

This non-refundability applies in all cases where cancellation is initiated by the user for reasons including, but not limited to, change of plans, alternative arrangements, delay or unavailability of the patient, or any other reasons not attributable to Sevalink or the service provider.

3. Service Fees & Charges

3.1 Platform Commission

Sevalink charges a platform service commission ranging between 10% to 15% of the total booking value for facilitating ambulance and medical transport services.

3.2 Fee Applicability

This commission is deemed earned and becomes non-refundable once an ambulance driver has been successfully assigned and the booking is confirmed/reserved on the platform.

4. Partial Refund Eligibility

4.1 Refund Calculation

In cases where the total amount paid by the user exceeds Sevalink's applicable service fee, a partial refund may be processed in accordance with the following formula:

Refundable Amount = Total Amount Paid - (Service Fee + Driver Charges + Transaction Charges + Third-Party Fees)

4.2 Non-Refundable Charges

All payment gateway charges, banking fees, convenience fees, and any third-party expenses incurred during the booking process shall be strictly non-refundable under all circumstances.

5. Non-Refundable Cases

Refunds shall not be applicable under the following circumstances:

5.1 Post-Assignment Cancellation

Cancellation initiated after an ambulance driver has been assigned, for any personal or non-service-related reasons.

5.2 Mid-Journey Termination

If the journey or service is voluntarily stopped, cancelled, or discontinued by the user after commencement.

5.3 Misuse of Services

In cases involving false, misleading, fraudulent, or non-genuine emergency bookings, or any misuse of the platform or services.

5.4 Repeated Cancellations

Where repeated cancellations by the user result in unnecessary blocking, wastage, or unavailability of ambulance resources.

6. Refund Processing Time

6.1 Processing Timeline

All approved refunds shall be processed within 5-7 working days from the date of approval.

6.2 Credit of Refund

The refunded amount shall be credited to the original payment method used at the time of booking. The actual credit timeline may vary depending on the policies of the respective bank, payment gateway, or financial institution.

7. Unforeseeable Circumstances/ Force Majeure

7.1 Limitation of Liability

Sevalink shall not be held liable for any delays, service interruptions, cancellations, or failure to perform its obligations arising from events beyond its reasonable control.

7.2 Covered Events

Such events include, but are not limited to, natural disasters, acts of God, traffic conditions or restrictions, governmental actions or orders, strikes, lockouts, accidents, public disturbances, technical failures, or unforeseen medical emergencies.

8. Limitation of Liability

8.1 Liability Cap

To the maximum extent permitted under applicable law, Sevalink's total and aggregate liability arising out of or in connection with any booking or use of the platform shall be strictly limited to the service fee actually received by Sevalink for the respective booking.

8.2 Exclusion of Damages

Sevalink shall not be liable for any direct, indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of life, personal injury, delay, loss of opportunity, loss of data, or financial loss arising from the use of the platform or services.

8.3 Third-Party Services Disclaimer

All ambulance and medical transport services are provided by independent third-party service providers. Sevalink does not control, supervise, or guarantee the quality, safety, timeliness, legality, or suitability of such services and shall not be held liable for any acts, omissions, negligence, or misconduct of such providers.

8.4 User Responsibility

Users acknowledge that they are availing services at their own risk and discretion. Sevalink shall not be responsible for any decisions made by users before, during, or after the use of the platform.

9. User Accountability

9.1 User Indemnity Obligation

Users agree to indemnify, defend, and hold harmless Sevalink, its founders, directors, employees, affiliates, and partners from and against any and all claims, demands, liabilities, damages, losses, costs, or expenses (including legal fees) arising out of or in connection with their use or misuse of the platform.

9.2 Scope of Indemnity

This includes, but is not limited to, claims arising from false or misleading emergency requests, fraudulent activity, misuse of services, violation of applicable laws, or breach of these terms and conditions.

9.3 Continuing Obligation

This indemnification obligation shall survive the termination, suspension, or expiration of the user's access to the platform.

10. Governing Law & Jurisdiction

10.1 Governing Law

These terms and any disputes arising out of or in connection with the use of Sevalink's platform shall be governed by and construed in accordance with the laws of India.

10.2 Jurisdiction

All disputes shall be subject to the exclusive jurisdiction of the competent courts located in the city where Sevalink is registered.

11. Contact Support

11.1 Support Requests

For any refund-related queries, concerns, or review requests, users must contact Sevalink support through the in-app Help section or other officially designated support channels.

11.2 Case Evaluation

All requests shall be assessed on a case-by-case basis at the sole discretion of Sevalink. The decision made by Sevalink in such matters shall be final, binding, and not subject to further dispute.

12. Additional Terms & Legal Protection

12.1 No Warranty

Sevalink provides its platform and services on an "as is" and "as available" basis without any warranties of any kind, whether express or implied, including but not limited to availability, accuracy, reliability, or fitness for a particular purpose.

12.2 Service Availability

Sevalink does not guarantee uninterrupted or error-free operation of the platform and may suspend, modify, or discontinue services at any time without prior notice.

12.3 User Responsibility & Risk Acknowledgment

Users acknowledge and agree that they are availing services at their own risk and discretion. Sevalink shall not be responsible for any consequences arising from user decisions before, during, or after the use of the platform.

12.4 Account Suspension or Termination

Sevalink reserves the right to suspend or terminate user access to the platform at its sole discretion in cases of misuse, fraudulent activity, or violation of these terms, without prior notice or liability.

12.5 Modification of Policy

Sevalink reserves the right to update, modify, or revise this policy at any time. Continued use of the platform after such changes constitutes acceptance of the revised terms.