Current payment status
CareV does not currently collect payments through its website or apps. Pricing for care is shared directly by the CareV team based on your needs, and any amounts are arranged and settled with the team outside the platform. There is no in-app checkout, no stored card data, and no online payment gateway in operation at this time.
Because no online payment is taken by the platform, no online refund is processed by the platform today. The sections below describe cancellation handling now, and the refund framework that will apply when online payments are introduced.
- Integrate a payment gateway (e.g. Razorpay) and define charge timing and invoicing.
- Implement refund logic end-to-end (full, partial, failed-payment reversal, duplicate-payment refund). No refund logic currently exists in the codebase.
- Replace the “framework” language below with the concrete, implemented rules, fees, and timelines.
- Have this policy reviewed by legal counsel and confirm it satisfies the payment gateway’s onboarding requirements.
Customer cancellation
You can cancel a booking from the app before a provider has accepted it. Once cancelled, the booking is closed and you are notified. As no payment is collected online today, cancelling does not trigger any charge or online refund.
Provider cancellation or decline
If an assigned provider declines or is unable to attend, CareV works to re-assign your request to another verified provider. If we are unable to fulfil a booking, it is cancelled at no cost to you.
Refunds — framework for when online payments launch
When CareV begins collecting payments online, the following framework is intended to apply. Final, binding terms will be published here at that time.
- Full refund: for bookings cancelled before service begins, or where CareV/the provider cannot fulfil the booking.
- Partial refund: where a service is started but cannot be completed for reasons attributable to CareV or the provider, prorated to the care actually delivered.
- No refund: for services delivered as agreed, or for cancellations made after a defined cut-off close to the appointment (cut-off to be defined at launch).
Failed payments
When online payments launch: if a payment fails or is declined by the gateway, no booking charge is completed and no amount is captured. If an amount is debited but the booking does not confirm, the gateway typically auto-reverses it; otherwise contact support and we will assist in reconciling and refunding the amount.
Duplicate payments
When online payments launch: if you are charged more than once for the same booking, the duplicate amount will be refunded in full to the original payment method once verified.
Refund timelines
When online payments launch: approved refunds are initiated to your original payment method, and the time for the amount to reflect depends on your bank or payment provider (commonly 5–7 business days).
How to request support
For any cancellation, billing, or refund question, email info@carev.co.in with your booking reference. Our team will respond and help resolve the issue.