This Refunds & Cancellation Policy (“Policy”) governs the terms applicable to refunds, cancellations, and rescheduling of all appointments, consultations, procedures, packages, and related services booked through Pluro’s digital and offline channels, including its website, mobile application, call centres, and physical clinics across India (collectively, “Platforms”).

This Policy forms an integral part of Pluro’s Terms & Conditions and Privacy Policy and shall be read in conjunction therewith. By confirming a booking, you acknowledge that you have read, understood, and agreed to this Policy.

Clinic‑Initiated Cancellations or Rescheduling

• If Pluro (organizer/clinic) cancels any confirmed booking, appointment or procedure due to clinician unavailability, equipment issues, or operational exigencies, the patient will receive a 100% refund of the consultation or procedure fee.
• If Pluro reschedules a booking, the original booking is deemed cancelled, the patient will receive a 100% refund, and the patient may rebook any new available slot at their convenience.
• Pluro shall not be liable for indirect losses (including travel, lodging, or incidental expenses) arising from such cancellations or rescheduling.

Patient-Initiated Cancellations

• More than 24 hours before the scheduled appointment:
• • Patients are eligible for an 80% refund of the booking or consultation fee.
  • A 20% deduction is applied to cover administrative and platform or processing costs.
• Within 24 hours of the appointment OR No-Show:
• • No refund will be issued
  • Patients are encouraged to reschedule (where available) well in advance to avoid forfeiture.

Procedure / IVF Package Bookings

• IVF cycles, procedure packages, and ART treatments involve significant resource allocation (clinician time, lab planning, medications).
• Cancellations after commencement of treatment/workup initiation may not be eligible for a refund and where permitted, Pluro may, at its sole discretion, apply a proportionate deduction to account for actual costs incurred (such as medication, diagnostics, or specialist fees).
• For bundled or package-based services, the applicable refund or deduction structure (if any) shall be clearly communicated at the time of consent or booking.

Refund Timelines & Method

• Refunds will always be processed through the original mode of payment (credit card, UPI, net banking, etc.) used for the transaction.
• Depending on the payment gateway or bank processing timelines, refunds may take 7–10 working days to reflect in the patient’s account.
• For security and audit purposes, we do not provide cash refunds for online or card based transactions.

Non-Refundable Components

• Third-party services (diagnostics, pathology tests, scans, pharmacy items, donor gamete procurement, genetic testing, or other partnered ancillary services) are governed by the refund and cancellation policies of the respective providers and may be nonrefundable.
• Medicines and consumables purchased once issued cannot be returned or refunded due to regulatory, contamination and safety requirements.

Exceptions and Special Considerations

• In cases of medical emergencies, government restrictions, natural disasters, or other force majeure events, refund/rescheduling requests will be reviewed on a case-by-case basis at the discretion of Pluro’s management.
• Supporting documentation (e.g., hospital discharge summary in case of emergency) may be requested to process such exceptions.
• Pluro’s decision in such cases shall be final and binding.

Contact for Cancellations & Refunds

For any cancellation or refund request, please contact:

Refunds & Grievance Desk
Email: contact@pluro.in
Phone: 7666 727272, 022 3522 6216
Postal Address: 501 Phase-III, Parekh Mkt, Ghatkopar East, Rajawadi, Mumbai, Mumbai, Mumbai, Maharashtra, India, 400077
Email: contact@pluro.in

We aim to acknowledge refund/cancellation requests within 48 hours and process eligible refunds strictly within legal timelines under the Consumer Protection (ECommerce) Rules, 2020.

Changes or Updates to Policy

We may revise this Policy periodically to reflect operational, legal, or regulatory requirements; the “Effective date” will be revised, and material changes will be communicated on our website.