Order Processing, Shipping, Delivery, Return, Refund Policy

Curebay TakeCare — Order Processing, Shipping, Delivery, Return, Refund Policy

This Order Processing, Shipping, Delivery, Return, Refund Policy (the "Policy") applies to CureBay TakeCare ("TakeCare Device"), a comprehensive medication management and healthcare engagement ecosystem comprising a smart medication dispensing device, connected mobile applications, cloud-based software platforms, artificial intelligence systems, machine learning algorithms, remote monitoring infrastructure, telehealth services and healthcare coordination tools. The system enables medication scheduling, adherence monitoring, dose reminders, medication inventory management, caregiver notifications, emergency alerts, pharmacy refill management, diagnostic service booking, teleconsultation support, patient engagement and healthcare service orchestration.

This Policy governs the processing, packaging, dispatch, shipping and delivery of the TakeCare Device offered by the Company ("Product" or "Order"), ordered or purchased by the customer (the "Customer", "Subscriber", "You" or "Your") through the Platform. The "Platform" means CureBay's domain together with its applications for mobile, tablet and other smart devices and its application programming interfaces (APIs), if any, owned by CureBay Technologies Private Limited and operated by its wholly owned subsidiary Curebay Clinics Private Limited, a private limited company duly incorporated under the Companies Act, 2013 (hereinafter referred to as "CureBay", "CureBay TakeCare", "Curebay", "We", "Our", "Us" or the "Company"). By placing an order for, enrolling in, subscribing to and/or purchasing the Product/s, You acknowledge that You have read, understood and irrevocably agreed to be bound by this Policy, as amended from time to time.

Part A — Order Processing & Shipping

Order Processing & Confirmation

All Orders placed on the Platform shall be processed within one to two (1–2) business days, excluding Sundays and public holidays.
You shall receive an Order confirmation by email, SMS and/or WhatsApp immediately upon completion of Your purchase, followed by a dispatch notification containing tracking details once Your Order has been shipped.
In certain cases, processing may be delayed owing to high demand, stock availability or address verification. You shall be notified promptly by email or SMS in the event of any such delay.

Dispatch & Estimated Delivery Time

The standard delivery time is three to five (3–5) business days from the date of dispatch.
Remote or semi-urban PIN codes may require an additional one to two (1–2) business days for delivery.
Deliveries are effected Monday through Saturday, excluding national and regional holidays.

Delivery Partners & Tracking

CureBay ships through trusted, third-party logistics providers engaged by CureBay from time to time.
Upon dispatch of Your Order, You shall receive an email, SMS and/or WhatsApp containing a tracking number and a real-time tracking link.
Tracking updates may take up to twenty-four (24) hours to reflect after the courier has collected the package.

Delivery Attempts

Our courier partners shall attempt delivery up to three (3) times. If delivery remains unsuccessful after three (3) attempts, the package shall be returned to Our fulfilment centre.
You shall be notified by email, SMS and/or WhatsApp in the event that delivery is unsuccessful.
Re-delivery shall be arranged upon Your request and may attract additional shipping charges.
If We are unable to reach You within seven (7) days of the final delivery attempt, Your Order may be cancelled and refunded, with the original shipping charges deducted where applicable.

Packaging & Safe Handling

The Product is packed securely to prevent physical damage during transit.

Receipt & Inspection of Order

Upon delivery, You are requested to inspect the package before accepting it. If the package appears to have been tampered with, opened or damaged:

You may refuse to accept the delivery;
You may contact Us immediately at support@curebay.com or through our helpline contact number at Helpline: +91-8335000999, together with photographs of the damaged package;
If you accept a parcel that is visibly damaged, any claim for missing or damaged items will be reviewed by our quality control team before it can be processed.

Address Accuracy & Customer Responsibility

You are requested to ensure that Your shipping address, contact number and PIN code are accurate and complete at the time of placing an Order. Orders bearing incomplete or incorrect addresses may be delayed, returned or cancelled. CureBay shall not be responsible for non-delivery arising out of inaccurate or incomplete information provided by the Customer.

Returns Due to Failed Delivery

If Your package is returned to Us on account of non-delivery (including no response, an unreachable telephone number or an incorrect address), You may:

Request re-shipment, subject to additional shipping charges; or
Request a full refund, with the original shipping charges deducted where applicable.

In the case of prescription medicines that have already been dispensed, returns shall be subject to applicable pharmacy regulations.

Delays & Force Majeure

While We endeavour to meet all delivery timelines, unforeseen events such as natural calamities, riot, political or local unrest in the territory, strikes, public-health restrictions or courier disruptions may affect deliveries. CureBay shall not be liable for delays caused by circumstances beyond its reasonable control. In the event of extended delays, Our team shall proactively notify You and offer an appropriate resolution, including re-dispatch, refund or alternative sourcing.

Part B — Delivery, Return, Refund & Warranty

Terms of Delivery

Standard Delivery Time: We generally deliver orders within 24-48 hours, but could take up to 7 days depending on your geographical location and the availability of the Product ordered. You are advised to check the estimated delivery date displayed at the time of placing your order.
Pricing Information: We undertake all reasonable efforts to provide accurate Product and pricing information, yet we do not guarantee the pricing until an order has been placed. You are advised to check the final price displayed while placing an order.
Cancellation by CureBay: There may be certain circumstances where we are unable to accept an order and must cancel the same. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. Such circumstances that may result in your order being cancelled may include but are not limited to inadequate quantities available for purchase, inaccuracies or errors in pricing information, or problems identified by our payment gateway. If your Order is cancelled after your Order has been placed successfully and money has been debited from your account, the said amount will be reversed back to your original source of payment.
Cancellations by the Customer: In case we receive a notification for cancellation and the order has not been shipped by us, we shall cancel the order and refund the entire amount. The details of the return/cancellation and refund are provided under the Return and Refund Policy below.
Information by Customer: We may also require additional verifications or information before accepting any order. You understand and agree that CureBay may contact you to gather further information about your order before confirming your order.

Return Policy

We strive to deliver the correct Product in the right/undamaged condition every time the customer places an order. We strongly recommend that you check the condition of the delivered products at the time of delivery and get back to us if there are any discrepancy.

We provide high-precision Curebay TakeCare devices. Due to the clinical and hygiene-sensitive nature of these products, our return policy is strictly governed by the following terms:

If your order is eligible for a return, you can raise a return request within 10 days from the time of delivery, subject to review and verification by the CureBay team.
Subject to certain conditions, returns are accepted within 10 days of delivery only under the following conditions:
- Physical Damage: The product arrived damaged. The Customer must provide all such supporting information as may be required by CureBay to qualify for return owing to physical damage.
- Incorrect Item: The Product delivered does not match the order placed by the customer.
- Dead on Arrival (DOA): The Product fails to power on or has a functional manufacturing defect upon first use.

Note: DOA/Functional defects must be reported within 48 hours of delivery to qualify for priority replacement.

Mandatory Anti-Fraud Requirements

To protect against fraudulent claims, all returns are subject to the following:

Unboxing Video (Mandatory): Customers must provide a continuous, unedited unboxing video. The video must show the shipping label, the intact outer seal, and the physical condition of the Product as it is removed from the box. Claims without a valid unboxing video will be rejected.
Serial Number Verification: The serial number (SN) or IMEI on the returned Product must match the serial number recorded in the CureBay outbound shipment database. Returns of old, used, or substituted Product will result in a permanent ban from the platform.

Refund Policy

Refunds are only issued if a replacement for a defective/incorrect Product is unavailable.

Inspection: Refunds are processed only after the Product reaches our warehouse and passes a technical inspection.
Timeline: 7–10 working days after the return is approved.
Mode of Refund: Credited to the original payment method.
Deductions: CureBay reserves the right to deduct the cost of any missing products, accessories, or damaged products which are identified subsequent to the quality check process from the applicable refund amount.

How to Raise a Claim

Step 1 — Contact Support: Within the eligible window, contact us via Helpline: +91-8335000999 or Email: support@curebay.com.

Step 2 — Submit Evidence: You must provide your Order ID, the Mandatory Unboxing Video, and clear photos of the Serial Number/Defect.

Step 3 — Verification (48 Business Hours): Our team will review the data. For functional defects, we may perform a remote video-call troubleshooting session.

Step 4 — Resolution: Once approved, we will arrange a reverse pickup. If the product passes the physical inspection at our facility, a replacement or refund will be initiated within 3–5 business days.

Part C — Common Provisions

Grievance Redressal Mechanism

Any grievance, complaint or claim concerning the processing, shipping or delivery of an Order shall be raised and processed in accordance with the following procedure:

Step 1 — Contact Support: Within the eligible window applicable to Your claim, You may contact Us through: (i) Helpline: +91-8335000999; or (ii) Email: support@curebay.com.

Step 2 — Verification (48 Business Hours): Our team shall review the information submitted within forty-eight (48) business hours of receipt. We may require You to provide supporting details, such as photographs of the package or the Order reference number, as a condition of further processing.

Step 3 — Resolution: Upon approval of the claim, a re-dispatch or refund, as applicable, shall be initiated within three to five (3–5) business days, subject to applicable regulations in the case of dispensed prescription medicines.

Step 4 — Escalation: If any dispute, controversy or claim remains unresolved through the above process, it shall first be attempted to be resolved through mutual discussion between the parties. Failing resolution within thirty (30) days, it shall be referred to and finally settled by arbitration under the Arbitration and Conciliation Act, 1996, before a sole arbitrator. The seat and venue of arbitration shall be Bhubaneswar, Odisha, and the proceedings shall be conducted in the English language.

Abuse of Policy

CureBay reserves the right to reject return requests or blacklist accounts that exhibit a pattern of high-frequency returns, "wardrobing," or submission of fraudulent evidence. All disputes are subject to the jurisdiction of the courts in Bhubaneswar, Odisha.

The order, shipping and delivery arrangements set out in this Policy, including re-delivery, refund and re-shipment entitlements, are extended to You in good faith. Any misuse or attempted abuse of this Policy shall constitute a material breach, including but not limited to: (a) providing false or misleading delivery information; (b) falsely claiming non-delivery, damage or missing items; (c) repeatedly refusing or failing to accept delivery so as to obtain an undue benefit; or (d) initiating unwarranted chargebacks in respect of validly fulfilled Orders. In such event, CureBay reserves the right, without prejudice to any other remedy, to decline future Orders, withhold refunds or re-shipment, recover any costs incurred, and initiate appropriate proceedings. CureBay's determination as to whether any conduct constitutes abuse shall be final and binding, subject to Your rights under applicable law.