Terms & Conditions

These terms may be changed from time to time without further notice, at the discretion of Manipal. Your continued use of the Site after any such changes constitutes your acceptance of the new terms. If you do not agree to abide by these or any future terms, please do not use the Site or download content from it.

The Website and App provide you the ability to pay online through a third-party payment gateway for some of the Services available on the Website or App. If you choose to pay online, you may be directed to a third-party payment gateway to enable processing of the payment. This transaction will be governed by the terms and conditions and privacy policy of the third-party payment gateway. Manipal shall not be liable for any loss or damage arising directly or indirectly out of the usage, decline or acceptance of authorisation for any transaction, for any reason whatsoever.

The cancellation and refund policy is only applicable to all online payments made through the mobile app and website for booking appointments.

In case cancellation is initiated by the user, at the time of cancellation, the amount will be refunded via the same source of payment and will be subject to the payment terms of the source only. The amount will be refunded within 15 working days.

Some of the content, text, data, graphics, images, information, suggestions, guidance, and other material (collectively, "Information") that may be available on the Website (including information provided in direct response to your questions or postings) may be provided by individuals in the medical profession. The provision of such Information does not create a licensed medical professional/patient relationship between Manipal and you and does not constitute an opinion, medical advice, diagnosis or treatment of any particular condition, but is only provided to assist you with locating appropriate medical care from a qualified practitioner. In case of a medical emergency (either on your or another person's behalf), please contact an ambulance service, hospital, doctor or appropriate medical professional directly.

By using this Website and App, you agree that any information shared by you with Manipal or with any other person, medical service provider or anyone else using the Website, App or Services will be subject to our Privacy Policy.

You are solely responsible for the content that you choose to submit for publication on the Website, including any feedback, ratings, or reviews. Manipal disclaims all responsibility concerning the content that you post on the Website, and Manipal shall be entitled to re-publish any content across any of its or its Partners' platforms.

You agree that Manipal may contact you through telephone, email, SMS, or any other electronic means of communication to obtain feedback about its Website, App or services

If a User has any questions concerning the Company, the Website or App, this Agreement, the Services, or anything related to any of the foregoing, please write to us at info@manipalhospitals.com

If the User has any grievance concerning the Website or App, or the Service, including any discrepancies and grievances concerning the processing of information, you can contact our Grievance Officer at grievance@manipalhospitals.com

Any appointment, health checkups, health schemes, diagnostic tests, or medical facility may terminate, change, suspend or discontinue at any time. Manipal may remove, modify or otherwise change any content, including that of third parties, on or from this Site. Manipal may impose limits on certain features and services or restrict your access to parts or the entire Site without notice or liability. Manipal may terminate your use of the Site at any time in its sole discretion.

These terms apply exclusively to your access to and use of the Website, App or services and do not alter the terms or conditions of any other agreement you may have with Manipal or its parents, subsidiaries or affiliates.

Definition of Return Policy

"Return refers to the act of returning the items in an order that was placed in the E-Pharmacy app and fulfilled by Manipal Hospitals E-Pharmacy".

Under the following conditions the return of the product can be done*

• If you received any faulty or flawed item.
• If the ordered item is lost or damaged during the transit.
• If the ordered item has exceeded its expiry date.
• If any item is missing from the ordered item list. In case of the pharmacist or the concerned person from the Manipal team has not explained over the call or message about the stock unavailability.

The returns are contingent on the below conditions*

• Batch number of the product being returned should be identical to the batch number mentioned on the invoice.
• The items(S) being returned should have original manufacturer's packaging, such as original price tags, labels, bar-code & the final Invoice that is being shared during the delivery time.
• Cold-chain storage items & the items that are stored in the refrigerator fall into the category of non-returnable items.
• Partially consumed strips or items are not entitled for returns under the return Policy. Only fully sealed strips or products can be returned.
• If it is mentioned on the product page that the particular product is non-returnable, then the product cannot be returned.
• Any glitch or defect that is not covered under the manufacturer's warranty.
• If the item is damaged due to mishandling after delivery to the customer.
• Items marked as "Non-Returnable" on the product description page or items that are not eligible to be returned for one or more of the reasons mentioned above cannot be returned. If such an item is indeed returned along with another returnable item, refund of such an item or items will be disallowed when the Manipal pharmacist validates & verifies the returned item(s).

Return Policy

The return process has to be initiated within 7 days from the date of delivery. The information regarding the return policy can be found on the product description page. Please check the return policy before placing any order.

Refunds will be initiated only after the successful verification of the items by the e-pharmacy team. After successful verification has been done, it will take 14 business days to credit the refund amount in the respective customer's bank account.

The customer must accept & acknowledge that Manipal e-pharmacy can reserve the right to claim back any refund that has been processed by the Manipal team, due to the result of fraudulent activities such as return of wrong products or wrong quantity of the products.

Process of refund

• The customer has to reach out to the provided customer support number. The customer can call on the provided customer care number or can text on the same number.
• Post verification, the Manipal e-pharmacy team will initiate the process of return.
• The customer will be required to pack the product(s) in the original manufacturer's packaging.
• The reverse pick-up process initiation will occur at the customer's delivery address.

Note*: For the Bangalore location, the return process will get initiated within 48 hours post the verification process, which will be done by our pharmacists. Furthermore, the return pick-up process will be contingent on the Pin code delivery code of the customer.