Payments, Charges and Billing Administration

This Payments, Subscriptions & Billing Policy explains the payment, billing, invoicing, subscription and transaction terms applicable to services provided or facilitated by Prajeeva Healthcare Private Limited, operating under the brand name Prajeeva Healthcare Private Limited.

This Policy may apply to consultations, diagnostic services, preventive healthcare programmes, wellness services, therapies, assessments, packages, subscriptions where offered, corporate programmes, products and other paid Prajeeva Healthcare Private Limited services.

Payment terms may differ according to the service selected. Where a quotation, invoice, programme agreement, corporate agreement or service-specific document contains additional payment conditions, those conditions will apply together with this Policy.

This Policy should be read with the Terms & Conditions and Refund & Cancellation Policy.

The price payable for a Prajeeva Healthcare Private Limited service will be communicated through the applicable website page, booking process, quotation, invoice, payment request, programme document or other authorised communication.

Charges may vary according to:

• Type of consultation or service.
• Programme duration.
• Diagnostic requirements.
• Laboratory or third-party services.
• Therapies or treatment sessions.
• Number of sessions.
• Personalised programme components.
• Products or consumables.
• Corporate or institutional arrangements.
• Applicable taxes and statutory charges.

A price displayed or communicated for one service should not be assumed to apply to a different service, programme or future booking.

Prajeeva Healthcare Private Limited may require full or partial payment before confirming an appointment, programme, diagnostic service, therapy, assessment or other paid service.

Submission of a booking request without successful payment does not necessarily create a confirmed appointment.

Where advance payment is required, the booking may remain provisional until the required amount has been successfully received and the appointment or service has been confirmed by Prajeeva Healthcare Private Limited.

Payment for a healthcare service does not guarantee that the individual is medically eligible to receive a particular therapy, procedure, diagnostic assessment or programme component.

Clinical eligibility may depend on medical history, current health status, contraindications, diagnostic information, medications, professional assessment and other relevant circumstances.

Where a requested service is considered clinically unsuitable, Prajeeva Healthcare Private Limited may recommend an alternative, reschedule the service, apply an eligible amount towards another service or address the payment according to the Refund & Cancellation Policy and applicable law.

Clinical safety and professional judgement take priority over completion of a service solely because payment has been made.

Prajeeva Healthcare Private Limited may make one or more payment methods available depending on the transaction, service and payment infrastructure in use.

Available methods will be those displayed or communicated through the relevant payment interface, invoice or authorised Prajeeva Healthcare Private Limited payment request.

These may be processed through banks, card networks, UPI systems, payment gateways or other authorised payment service providers where applicable.

Users should make payments only through payment channels officially provided or confirmed by Prajeeva Healthcare Private Limited.

Online payments may be processed through independent banks, payment gateways, payment aggregators, UPI applications, card issuers or other authorised payment service providers.

Payment systems in India operate within the regulatory framework established under the Payment and Settlement Systems Act, 2007, which designates the Reserve Bank of India as the authority for regulation and supervision of payment systems.

A payment provider may apply its own terms, authentication requirements, security procedures, transaction limits and dispute processes.

Prajeeva Healthcare Private Limited is not a bank, card issuer or payment system operator merely because it accepts payment through an authorised payment service.

A payment may require authentication through the user's bank, card issuer, UPI application, payment provider or other financial institution.

The user is responsible for completing the authentication process required by the relevant provider.

Prajeeva Healthcare Private Limited cannot bypass authentication controls imposed by a bank, issuer or payment system.

A transaction that has been initiated but not successfully authenticated or authorised should not be treated as completed merely because a booking request was submitted.

A payment is considered successfully received when the transaction is confirmed through Prajeeva Healthcare Private Limited's applicable financial or payment records.

A screenshot, payment initiation message or debit notification alone may not establish final settlement where the transaction remains pending, reversed or unsuccessful.

Prajeeva Healthcare Private Limited may request a transaction reference number, payment receipt or other reasonable information where payment status requires verification.

Service confirmation may be withheld until the payment is successfully verified.

Users should retain transaction confirmations, invoices and payment references relating to Prajeeva Healthcare Private Limited services.

Where a payment enquiry is submitted, Prajeeva Healthcare Private Limited may request:

• Name of the payer.
• Registered mobile number or email address.
• Date of payment.
• Amount paid.
• Transaction reference.
• Invoice or booking number.
• Payment method.
• Relevant bank or payment confirmation.

Users should not send card PINs, passwords, OTPs or other authentication credentials to Prajeeva Healthcare Private Limited when raising a payment query.

A transaction may fail because of circumstances involving the user's bank, card issuer, UPI system, payment gateway, insufficient funds, authentication failure, technical interruption, transaction limits or other payment-system conditions.

Where Prajeeva Healthcare Private Limited does not receive the amount, the service will ordinarily remain unpaid even if a temporary debit appears in the user's account.

RBI maintains a framework for turnaround times and customer compensation for failed transactions conducted through authorised payment systems. Applicable reversal or compensation obligations may therefore rest with the relevant bank or payment system participant according to the nature of the failed transaction.

Prajeeva Healthcare Private Limited will reasonably assist in verifying whether a corresponding payment was received by it.

Where the user's account shows a debit but Prajeeva Healthcare Private Limited has not received confirmation of successful payment, the user should not make repeated payments without first checking the transaction status where practicable.

The user may contact Prajeeva Healthcare Private Limited with the relevant transaction details.

If Prajeeva Healthcare Private Limited confirms that the amount was not received, reversal or reconciliation may depend on the bank, payment gateway or payment system involved.

If the amount is subsequently credited to Prajeeva Healthcare Private Limited after another payment has already been successfully made, the transaction will be reviewed as a possible duplicate payment.

Where Prajeeva Healthcare Private Limited verifies that a user has unintentionally paid the same charge more than once for the same service, the duplicate amount may be refunded or adjusted after reconciliation.

The underlying valid payment and booking will remain unaffected.

Prajeeva Healthcare Private Limited may require transaction references and reasonable verification before processing a duplicate-payment correction.

Any refund processing period may depend partly on the bank, card network, payment gateway or other provider involved.

If a user pays less than the required amount, the booking or service may remain unconfirmed until the outstanding balance is received.

If Prajeeva Healthcare Private Limited confirms that an amount greater than the amount properly payable was collected because of a billing or processing error, the excess amount may be refunded or adjusted.

A payment made against the wrong invoice or booking should be reported promptly so that Prajeeva Healthcare Private Limited can assess whether the amount can be correctly allocated.

Prajeeva Healthcare Private Limited may issue invoices, receipts, payment acknowledgements, credit notes or other billing documents as applicable to the transaction.

Invoices may include information reasonably required to identify:

• Prajeeva Healthcare Private Limited.
• The customer or recipient where required.
• The service or programme.
• Invoice date.
• Invoice or reference number.
• Amount charged.
• Applicable taxes.
• Adjustments or credits where relevant.
• Payment status.

Indian GST rules prescribe requirements for tax invoices, credit notes and debit notes where the relevant GST provisions apply.

Prajeeva Healthcare Private Limited will apply applicable tax and invoicing requirements according to its legal obligations and the nature of the transaction.

Prices may be subject to taxes or other statutory charges where legally applicable.

Where taxes are applicable, the amount may be included in the quoted price or shown separately on the relevant invoice or payment document.

Tax treatment can depend on the nature of the service or supply and the applicable tax rules at the time of the transaction.

Prajeeva Healthcare Private Limited will not display or use a GST registration number unless an applicable and valid registration number has been confirmed for the relevant legal entity.

Certain services or programmes may require an advance payment or deposit.

An advance payment may be used to:

• Reserve appointment capacity.
• Confirm programme enrolment.
• Allocate healthcare personnel.
• Schedule equipment.
• Order diagnostics.
• Procure or reserve consumables.
• Coordinate third-party services.
• Begin personalised programme preparation.

Advance payments are subject to the applicable Refund & Cancellation Policy.

A payment described as an advance should not be assumed to be refundable unless Prajeeva Healthcare Private Limited expressly states that it is refundable or a refund is required by law.

Where a programme or service permits partial payment, the remaining balance must be paid according to the schedule communicated by Prajeeva Healthcare Private Limited.

Failure to pay an amount when due may result in:

• Suspension of future appointments.
• Suspension of unused programme components.
• Delay in further non-urgent services.
• Cancellation of future bookings.
• Requirement for full payment before further services.
• Lawful recovery of outstanding amounts.

Prajeeva Healthcare Private Limited will not withhold emergency medical assistance that it is legally or professionally required to provide merely as a debt collection measure.

Where Prajeeva Healthcare Private Limited expressly permits payment in instalments, the instalment arrangement applies only to the particular programme or transaction for which it was approved.

An instalment plan does not reduce the total contractual price unless expressly stated.

The user remains responsible for payments according to the agreed schedule.

Failure to make an instalment may result in suspension of future programme components until the account is brought up to date.

Prajeeva Healthcare Private Limited may offer subscription-based services where specifically identified as subscriptions.

A subscription may provide access to defined services, digital features, consultations, monitoring, programme components or other benefits during the applicable subscription period.

Before a subscription is purchased, the applicable commercial information should identify:

• Subscription price.
• Billing frequency.
• Subscription period.
• Included services.
• Material usage limitations.
• Whether renewal is automatic or manual.
• Applicable cancellation conditions.
• Any minimum commitment period.
• Taxes where applicable.

A healthcare programme should not be treated as a recurring subscription unless Prajeeva Healthcare Private Limited expressly describes and bills it as one.

Where Prajeeva Healthcare Private Limited offers recurring billing, recurring charges will be initiated only through an appropriate payment arrangement authorised by the user.

India's RBI framework permits e-mandates for recurring transactions through eligible payment methods and provides requirements concerning registration, modification, revocation and transaction controls.

The user's bank, card issuer, UPI provider or other payment institution may apply authentication, notification, transaction-limit or mandate-management requirements.

Prajeeva Healthcare Private Limited does not control independent authentication or mandate restrictions imposed by the relevant financial institution.

Where an automatic recurring payment facility is offered, activation requires the user's appropriate authorisation through the relevant payment process.

Prajeeva Healthcare Private Limited will not interpret a one-time payment as authority to create an unrelated recurring payment mandate.

The user should review the:

• Amount or method of determining the amount.
• Billing frequency.
• Subscription or service concerned.
• Mandate conditions.
• Cancellation process.

A recurring mandate does not provide Prajeeva Healthcare Private Limited with unrestricted authority to charge amounts unrelated to the service for which the mandate was established.

Where a subscription is configured for automatic renewal, renewal will occur according to the billing frequency and conditions disclosed for that subscription.

Where a subscription is not configured for automatic renewal, continued access after the subscription period may require a new payment.

Prajeeva Healthcare Private Limited may change future subscription prices by providing appropriate notice where required. A price change will not retrospectively alter charges already validly incurred.

Automatic renewal does not guarantee continued availability of a medical service where clinical eligibility remains necessary.

Where a subscription is available, users may request cancellation according to the cancellation mechanism communicated for that subscription.

Cancellation of future renewal does not ordinarily reverse:

• Charges already validly processed.
• Services already delivered.
• Appointment capacity already used.
• Diagnostic costs already incurred.
• Programme components already commenced.

Where an e-mandate is used, the applicable financial institution may also provide facilities for modification or revocation of the mandate. RBI's recurring payment framework provides for customer opt-out or revocation mechanisms through applicable issuers.

Cancellation of a payment mandate does not eliminate an outstanding contractual amount already due for services received or validly committed.

When a subscription expires, access to subscription-specific benefits may end according to the applicable subscription terms.

Unused benefits do not automatically convert into cash or become refundable.

Where a clinical programme is linked to a subscription, any continuing medical requirement will be assessed separately from the commercial subscription status.

Users should not delay medically necessary treatment because a subscription has ended.

A recurring payment may fail because of:

• Insufficient account balance.
• Expired or replaced payment instrument.
• Revoked mandate.
• Bank restrictions.
• Authentication requirements.
• Payment-system interruption.
• Transaction limits.
• Technical failure.

Where payment fails, Prajeeva Healthcare Private Limited may suspend subscription benefits or future non-urgent services until payment is successfully completed.

Prajeeva Healthcare Private Limited may request an alternative payment method.

A failed recurring payment does not automatically terminate an amount already contractually due.

A prepaid healthcare programme or package is not necessarily a subscription.

Packages may contain a defined number of consultations, assessments, therapies, diagnostics or other services to be used within a specified period.

Package pricing may take into account bundled services, clinical planning, administrative resources, reserved capacity and programme coordination.

Unused services within a package do not automatically have a separately refundable cash value.

Refund and cancellation treatment is governed by the Refund & Cancellation Policy.

Payment terms for missed or delayed appointments are governed by Prajeeva Healthcare Private Limited's Refund & Cancellation Policy.

Where a confirmed appointment is missed, the applicable fee may be treated as utilised.

Where a user arrives too late for the service to be safely or appropriately provided, the booked amount may remain payable and non-refundable.

A new appointment may require a new payment.

Diagnostic services may involve costs incurred before a result is issued.

Charges may become committed when:

• A diagnostic order is placed.
• A kit is allocated.
• A third-party laboratory is instructed.
• A sample is collected.
• A specimen is dispatched.
• Laboratory processing begins.
• Specialist analysis is initiated.

Cancellation after these stages may not remove the underlying diagnostic charge.

Further terms are contained in the Diagnostic & Third-Party Healthcare Services Policy and Refund & Cancellation Policy.

Certain therapies may require dedicated equipment, clinician time, medicines, supplements, infusion materials, disposable items or other consumables.

Once personalised or non-reusable materials have been prepared, opened or allocated, the relevant cost may remain payable even if the user subsequently decides not to proceed.

Where an intervention is stopped for a clinical safety reason, the financial treatment will depend on the service completed, resources consumed, remaining programme components and applicable law.

A Prajeeva Healthcare Private Limited service may include or facilitate services supplied by an independent laboratory, diagnostic provider, healthcare professional or other third party.

Third-party charges may:

• Be included within a Prajeeva Healthcare Private Limited programme.
• Be shown separately.
• Be payable directly to the third party.
• Become non-recoverable once the provider has been instructed.

The applicable payment arrangement should be communicated for the relevant service.

Prajeeva Healthcare Private Limited will not represent an amount as its own service charge where the user is required to contract and pay independently with another provider.

Corporate wellness, executive health and institutional programmes may be subject to separately negotiated commercial terms.

These may address:

• Programme price.
• Number of participants.
• Invoicing schedule.
• Payment milestones.
• Taxes.
• Cancellation.
• Participant substitution.
• Additional services.
• Diagnostic costs.
• Credit terms.
• Late payment.
• Reporting arrangements.

Where a signed corporate agreement conflicts with this general Policy on a commercial matter, the specific agreement will apply to that relationship, subject to mandatory law.

A service may, where accepted by Prajeeva Healthcare Private Limited, be paid for by a family member, employer or another person on behalf of the individual receiving the service.

Payment by another person does not automatically give the payer:

• Access to medical records.
• Access to diagnostic reports.
• Authority to make healthcare decisions.
• Control over the user's privacy rights.
• Authority to receive confidential health information.

Payment rights and health information rights are treated separately.

Promotional, introductory, package or discounted prices may be subject to specific eligibility periods and conditions.

A discount cannot ordinarily be:

• Converted into cash.
• Applied retrospectively to a previous transaction.
• Combined with another promotion unless permitted.
• Transferred to another person unless expressly allowed.

Where a discounted package is partially cancelled, any eligible financial adjustment may take account of the commercial terms under which the discounted package was originally sold.

Where Prajeeva Healthcare Private Limited issues a service credit, the credit may be subject to:

• A validity period.
• Named-user restrictions.
• Eligible-service restrictions.
• Clinical eligibility.
• Advance booking requirements.
• Non-transferability.
• Non-convertibility into cash.

A service credit is not equivalent to a cash refund unless Prajeeva Healthcare Private Limited expressly states otherwise.

Payments made to Prajeeva Healthcare Private Limited are governed by the Refund & Cancellation Policy.

Prajeeva Healthcare Private Limited generally operates a no-refund framework once appointments, services, programmes, diagnostics, therapies or associated resources have been booked, commenced, allocated or committed, subject to the specific circumstances described in that Policy.

Limited circumstances in which an adjustment or refund may be considered include verified duplicate payments, confirmed excess billing, a service that Prajeeva Healthcare Private Limited definitively cannot provide, or another situation where a remedy is required under applicable law.

Nothing in this Policy excludes any mandatory consumer remedy.

Users should contact Prajeeva Healthcare Private Limited promptly where they believe a transaction is incorrect or unauthorised.

Where a user initiates a chargeback or payment dispute, Prajeeva Healthcare Private Limited may provide the relevant bank, card issuer, payment gateway or dispute-resolution provider with lawful transaction evidence such as:

• Booking confirmation.
• Invoice.
• Payment records.
• Service records.
• Cancellation terms.
• Attendance information.
• Relevant communications.

Personal or health information will not be disclosed beyond what is reasonably necessary and legally appropriate for the payment dispute.

A chargeback does not automatically establish that a valid debt or service charge was incorrect.

Users who believe that their bank account, card, UPI account or other payment instrument has been used without authorisation should contact the relevant bank, issuer or payment provider promptly.

Prajeeva Healthcare Private Limited may assist with information concerning transactions received by it, subject to reasonable identity verification and privacy requirements.

The bank, issuer or relevant payment system participant remains responsible for handling matters falling within its regulated payment relationship with the user.

RBI payment frameworks establish mechanisms for complaints and resolution of eligible digital payment disputes.

Prajeeva Healthcare Private Limited seeks to use appropriate payment channels and service providers for financial transactions.

Users should never send or disclose:

• Card PINs.
• UPI PINs.
• Banking passwords.
• OTPs.
• Complete authentication credentials.

Prajeeva Healthcare Private Limited personnel should not require a user's confidential payment authentication credential to confirm a legitimate payment.

Users should immediately report communications that appear to impersonate Prajeeva Healthcare Private Limited or request confidential banking credentials.

Payment-related personal information is handled in accordance with Prajeeva Healthcare Private Limited's Privacy Policy and applicable data protection requirements.

Certain financial information may be processed directly by banks, payment gateways or other payment service providers rather than by Prajeeva Healthcare Private Limited.

Those providers may apply their own privacy and security terms.

Prajeeva Healthcare Private Limited should receive and retain only the transaction information reasonably necessary for payment reconciliation, billing, accounting, service administration, legal compliance and dispute management.

Prajeeva Healthcare Private Limited does not require users to disclose card PINs, UPI PINs or OTPs to its staff.

Where card details are entered into an external payment gateway or bank interface, processing of those credentials is subject to that provider's technical and regulatory framework.

RBI recognises tokenisation arrangements for card transactions and provides customers with choices concerning tokenisation and transaction controls.

Prajeeva Healthcare Private Limited will not represent that it directly stores complete card credentials unless its actual technical payment architecture confirms such storage and applicable compliance requirements are satisfied.

A bank, card issuer, payment gateway or other financial service provider may impose charges independently of Prajeeva Healthcare Private Limited.

Such third-party charges may be governed by the user's agreement with that provider.

Prajeeva Healthcare Private Limited is not responsible for an independently imposed banking or payment-provider charge unless the charge was collected by Prajeeva Healthcare Private Limited or responsibility otherwise arises under applicable law.

Where Prajeeva Healthcare Private Limited itself imposes a transaction-related charge, that charge should be disclosed before payment where required.

Unless expressly stated otherwise for a particular transaction, charges for Prajeeva Healthcare Private Limited's India operations may be quoted and collected in Indian Rupees.

Where another currency or international payment arrangement is expressly offered, exchange rates, conversion charges, card charges or banking charges may be determined by the relevant financial provider.

The final amount debited to a user's account may therefore differ from the displayed base price where currency conversion is involved.

Where Prajeeva Healthcare Private Limited accepts an international payment, acceptance remains subject to the availability of an authorised payment channel and applicable banking, foreign exchange, tax and regulatory requirements.

A user should not make an international transfer to an account or recipient that has not been officially confirmed by Prajeeva Healthcare Private Limited.

Additional bank, intermediary or foreign exchange charges may apply independently.

International payment acceptance does not change the clinical eligibility requirements applicable to the underlying healthcare service.

Prajeeva Healthcare Private Limited may suspend or reject a transaction where there is a reasonable basis to suspect:

• Fraud.
• Unauthorised payment use.
• Identity misuse.
• Manipulated payment confirmation.
• Payment instrument misuse.
• Repeated abusive chargebacks.
• Other unlawful financial activity.

Prajeeva Healthcare Private Limited may request reasonable verification before confirming a transaction.

Where legally required, relevant matters may be referred to the appropriate payment provider or authority.

Where a genuine billing error is identified, Prajeeva Healthcare Private Limited may issue a corrected invoice, adjustment or credit note as appropriate.

Indian GST rules provide for tax invoices, credit notes and debit notes where applicable to a taxable supply.

A correction to an invoice does not necessarily mean that the underlying service is refundable.

Any refund or credit remains subject to the applicable commercial terms and mandatory legal requirements.

This Policy is intended to operate consistently with applicable Indian consumer law.

The Consumer Protection Act, 2019 provides a statutory framework for protection of consumer interests and administration and settlement of consumer disputes.

Nothing in this Policy is intended to exclude or restrict a consumer right, remedy or protection that cannot lawfully be excluded.

Where a provision of this Policy conflicts with a mandatory statutory requirement, the mandatory requirement will prevail.

Electronic payment systems used for transactions in India operate within applicable Indian financial regulation.

The Payment and Settlement Systems Act, 2007 establishes the statutory framework for regulation and supervision of payment systems in India and designates the Reserve Bank of India as the relevant authority.

Prajeeva Healthcare Private Limited's role is ordinarily that of a merchant or service provider receiving payment for its services, rather than the financial institution operating the underlying payment system.

Users should raise billing concerns as soon as reasonably possible after identifying an apparent discrepancy.

A billing enquiry should include sufficient information for Prajeeva Healthcare Private Limited to locate the relevant transaction.

Prajeeva Healthcare Private Limited may review:

• Invoice records.
• Payment gateway records.
• Bank settlement information.
• Booking details.
• Service utilisation.
• Programme records.
• Applicable discounts.
• Taxes.
• Credits.
• Previous adjustments.

Submission of a billing enquiry does not suspend a valid outstanding amount unless Prajeeva Healthcare Private Limited agrees otherwise or applicable law requires it.

Where a complaint concerns a Prajeeva Healthcare Private Limited charge, users may first contact Prajeeva Healthcare Private Limited for review.

Where the issue relates to a bank, card issuer, UPI provider or payment system participant, the user may also need to follow that provider's complaint process.

RBI has established frameworks addressing failed transactions and digital payment dispute resolution for authorised payment systems.

Nothing in Prajeeva Healthcare Private Limited's internal complaint procedure limits a consumer's right to approach a competent statutory authority or forum where legally available.

Prajeeva Healthcare Private Limited may revise prices, subscription rates, programme fees or billing arrangements for future transactions.

A revised price does not retrospectively alter a completed transaction unless an adjustment is legally required or expressly agreed.

Where a material price change affects an automatically renewing subscription, appropriate notice and payment authorisation requirements will be followed where applicable.

The price applicable to a confirmed booking will ordinarily be the price agreed for that booking, subject to any clearly disclosed variable or third-party charges.

Prajeeva Healthcare Private Limited may update this Payments, Subscriptions & Billing Policy to reflect changes in its services, payment systems, subscription arrangements, billing practices, tax requirements or applicable law.

The current version will be published on the Prajeeva Healthcare Private Limited website.

Changes will not retrospectively remove a statutory or contractual right that has already accrued.

Where additional consent or payment authorisation is legally required, an updated policy alone will not substitute for that required authorisation.

This Policy should be read together with:

• Terms & Conditions
• Refund & Cancellation Policy
• Preventive Healthcare & Wellness Services Policy
• Diagnostic & Third-Party Healthcare Services Policy
• Privacy Policy
• Personal & Health Data Protection Policy
• Platform Access & User Account Policy

For payments, invoices, subscriptions, billing or transaction-related enquiries:

Prajeeva Healthcare Private Limited

Email: enquiries@prajeeva.com
Phone: +91-95913-21052
Website: https://prajeeva.com
Office: Prajeeva Healthcare Private Limited, Units B-403 & B-404, 4th Floor, Garden of Eden by UKN, Pattandur Agrahara, Whitefield, Bengaluru – 560066, India.

If you have questions about this page or how your information is handled, reach out to our team directly.