At Pure Physio, we understand that plans can change. Our refund and cancellation policy is designed to keep the process simple and fair for both patients and therapists.

 

1. Session Cancellation & Rescheduling

• Patients must inform Pure Physio at least 12 hours before the scheduled session if they wish to cancel or reschedule.

• Cancellations made less than 12 hours before the scheduled session may be treated as a completed/chargeable session.

• If the therapist has already reached the patient's location, the session will be considered chargeable.

• Rescheduling is subject to therapist availability.

• Appointment Scheduling and Timing Policy

  Appointment timings are subject to the availability and schedule of the assigned physiotherapist/doctor. While Pure Physio will make every reasonable effort to accommodate patients’ preferred timings, appointments and rescheduling requests cannot be guaranteed solely on the basis of patient preference. All changes in appointment timings will be confirmed based on the treating professional’s availability.

 

2. Package Cancellation & Refund

• Patients may request cancellation of an ongoing package at any time.

• For a package refund, the regular per-session price will be deducted for all sessions already completed.

• Any applicable cancellation charges will be communicated clearly before the refund is processed.

• The remaining eligible amount will be refunded to the patient.

Example

If a patient purchases a 10-session package and completes 4 sessions:

Refundable Amount = Package Amount − Charges for 4 Completed Sessions − Applicable Cancellation Charges

 

3. Therapist Change

If a patient is not satisfied with the assigned therapist:

• Please contact Pure Physio and share your concern.

• We will make reasonable efforts to resolve the concern and, where possible, arrange a different therapist.

• If the patient remains dissatisfied after the therapist change, they may request cancellation of the remaining sessions.

• The refund will be calculated after deducting the regular per-session charges for sessions already completed.

 

4. Refund Processing

• Approved refunds will generally be processed within 5–7 business days.

• Refunds will be made through the original payment method, wherever possible.

• Actual credit time may vary depending on the bank or payment provider.

 

5. Important Points

• Refunds apply only to the unused portion of an eligible package.

• Promotional discounts, special offers, or customized packages may have different refund conditions. Any such conditions will be communicated at the time of purchase.

• Sessions that have already been completed are non-refundable.

• A session cancelled with less than 12 hours' notice may be treated as completed and deducted from the package.

• Pure Physio reserves the right to review exceptional refund requests on a case-by-case basis.

 

6. How to Request a Refund

To request a cancellation or refund, please contact Pure Physio and provide:

• Patient's name

• Registered mobile number

• Package/session details

• Reason for cancellation

Our team will review the request and confirm the applicable refund amount before processing it.

For any questions regarding cancellations or refunds, please contact Pure Physio.

Pure Physio

Professional Physiotherapy, At Your Home.