Refund & Cancellation Policy

Effective date: 1 October 2024  ·  Last updated: 7 September 2026

1. Overview

This policy explains when you can cancel an order placed with Rio Health (operated by Rapidsurge Innovations Private Limited) and how returns, exchanges and refunds are handled. It should be read together with our Terms & Conditions. Orders are placed through WhatsApp and paid for through our payment-gateway partner, Paytm.

2. Cancellation by you

• You may cancel an order free of charge at any time before it has been dispatched for delivery. To cancel, message us on WhatsApp or call +91 98716 32212 as soon as possible.
• Because we aim to deliver within 15 to 30 minutes, orders are dispatched quickly. Once an order has been dispatched, it cannot be cancelled.
• If you have already paid and you cancel before dispatch, you will receive a full refund of the cancelled items under Section 6.

3. Cancellation by Rio Health

We may cancel all or part of an order, and will refund you in full for the cancelled items, if:

• a product is out of stock or unavailable;
• a valid prescription is not provided, is unclear, or cannot be verified for a prescription medicine;
• your delivery address is outside our serviceable area or cannot be reached;
• we reasonably suspect fraud, misuse or a breach of our Terms;
• there has been an obvious pricing or listing error; or
• delivery is prevented by circumstances beyond our reasonable control.

4. No refund – exchange / replacement only

Because we sell medicines and health products, and for reasons of patient safety and regulatory compliance, Rio Health operates a no-refund policy for delivered orders. Once an order has been dispatched or delivered, it is not eligible for a cash / money-back refund, except in the limited situations listed in Section 6.

Instead, for eligible items we offer exchange or replacement within 7 (seven) days of delivery.

Exchange / replacement is not available for:

• insulin and vaccines, and other refrigerated or temperature-sensitive (cold-chain) products;
• items that have been opened, used, partly consumed or tampered with after delivery;
• items where the tamper-evident or manufacturer's seal is broken;
• products requested for exchange more than 7 days after delivery.

To request an exchange, contact us within 7 days of delivery (Section 7) with your order details and reason. Exchanged items must be returned in their original, unopened packaging with the invoice.

5. Damaged, incorrect, expired or defective items

If an item arrives damaged, incorrect, expired, or with a genuine quality issue:

• Report it within 24–48 hours of delivery, via WhatsApp, phone (+91 98716 32212) or email (amitahuja@rioai.in);
• Include clear photographs of the item, its packaging and the batch/expiry details, along with your order information;
• After we verify the issue, we will provide a free replacement of the affected item at no extra cost. If a replacement is not possible, we will issue a refund for that item under Section 6.

This applies even to insulin, vaccines and cold-chain products if they were damaged, defective or expired on delivery. Nothing in this policy affects your rights under the Consumer Protection Act, 2019.

6. When we do issue a refund

Money-back refunds are made only in these cases:

• you cancelled the order (or an item) before dispatch after having paid;
• Rio Health cancelled the order or an item (Section 3);
• the order was not delivered to you;
• you were charged more than once for the same order, or a payment was deducted but the order was not confirmed;
• a damaged, incorrect, expired or defective item (Section 5) cannot be replaced.

Refund method and timeline:

• Refunds are made to the original payment method used for the order, through Paytm.
• We initiate approved refunds within 7 (seven) business days of approving the refund.
• After we initiate the refund, the time for the money to appear in your account depends on your bank or card issuer and is outside our control.
• If a refund to the original method is not possible, we will arrange a bank/UPI transfer to details you provide.

7. How to request a cancellation, exchange or refund

Contact us with your order details and invoice number:

We aim to respond to cancellation, exchange and refund requests within 24–48 hours.

8. Charges

Rio Health does not currently charge a delivery fee, a packaging fee or require a minimum order value. If any such charge is introduced in future, it will be shown to you before you pay.