ClaimFriendy Private Limited · CIN: U74999DL2021PTC389488 · Last updated: August 2026 · Effective Date: 5 August 2026
1. Scope and Applicability
This Refund Policy governs all fees paid to ClaimFriendy Private Limited (“ClaimFriendy”, “we”, “us”) for the Insurance Eligibility Verification Service (the “Service”), under which a hospital, clinic, diagnostic centre or other healthcare provider (the “Customer”, “you”) submits a patient’s insurance particulars through our software platform (the “Platform”) and receives an Insurance Eligibility Report (the “Report”) setting out whether, and to what extent, the proposed treatment appears to be covered under the applicable policy.
This Policy applies to every Report purchased through the Platform, whether paid for individually, through a prepaid balance, or under an invoiced monthly arrangement. It must be read together with our Terms & Conditions and Privacy Policy. By making payment for the Service, you confirm that you have read, understood and accepted this Policy.
This Policy does not apply to loan facilitation, financing or claim support services offered by ClaimFriendy as a Loan Service Provider. Those services are governed separately by our Terms & Conditions and by the terms of the relevant RBI-registered lending partner.
2. What You Are Paying For
The fee is charged for the verification work performed and for the delivery of a completed Report. It is a fee for a professional service, not a purchase of any particular outcome. A Report that concludes the patient is not covered, is covered only in part, or is subject to waiting periods, sub-limits, co-pay or exclusions, is a fully delivered Report and represents the Service working exactly as intended. An unfavourable finding is a valid result and is not a ground for refund.
A Report reflects the position as disclosed by the insurer, third party administrator or policy documentation available at the time of verification, based on the particulars you supply. It is informational and does not constitute a pre-authorisation, a guarantee of admission, a guarantee of settlement, or an assurance that the insurer will finally approve any claim. The insurer’s own decision at the time of pre-authorisation or claim settlement prevails in all cases.
3. Fees
- Standard fee: ₹1,499 (Rupees One Thousand Four Hundred and Ninety-Nine only) per Report.
- Taxes: Goods and Services Tax and any other statutory levies are charged in addition at the prevailing rates and are shown before you confirm payment.
- Per patient, per verification: One fee covers one verification for one patient against one policy. A fresh verification requested for the same patient at a later date, or against a different policy, is a new Report and attracts a fresh fee.
- Negotiated rates: Where a written agreement between you and ClaimFriendy records a different rate, volume commitment or billing cycle, that agreement prevails on pricing. This Policy continues to govern refunds.
4. When a Report Is Treated as Delivered
A Report is treated as delivered once it has been generated and made available to you on the Platform, or sent to the registered email address or other channel nominated by you, whichever occurs first. Delivery is recorded with a timestamp against your account and that record is the primary evidence of delivery for the purposes of this Policy.
Once a Report has been delivered, the fee for that Report is treated as earned, subject only to the specific circumstances set out in Section 6 below.
5. 100% Refund Guarantee on Undelivered Reports
If you have paid for a Report and our software does not deliver it, you receive a full 100% refund of the amount paid, including taxes. No proportionate deduction, processing charge or administrative fee is applied. This guarantee is unconditional within its scope and applies in each of the following situations:
- Generation failure: The Platform is unable to generate the Report at all, or returns an error, a blank output or an incomplete output in place of a Report.
- Verification could not be completed: The verification could not be concluded because the insurer or third party administrator was unreachable, unresponsive, or unable to confirm the policy position, and no substantive finding could be issued to you.
- Non-delivery within the committed time: The Report is not delivered within the turnaround time stated on the Platform at the time of your request, and you elect not to wait further.
- Technical or system failure: Payment is debited but the request fails to register, is lost, or is terminated by a fault, outage or defect in the Platform or in a system operated on our behalf.
- Duplicate or repeated charge: You are charged more than once for the same verification request.
- Incorrect amount charged: You are charged an amount higher than the applicable fee. In this case the excess amount is refunded in full.
Where a payment is debited from your account but never reaches us, or is rejected by the payment gateway, the amount is normally reversed automatically by your bank or payment provider. If the reversal has not reached you within seven (7) working days, contact us and we will pursue it with the payment partner on your behalf.
6. Other Circumstances in Which a Refund Is Issued
- Cancellation before processing: You may cancel a request and receive a full refund at any time before verification has commenced. Once verification has commenced with the insurer or third party administrator, the request can no longer be cancelled.
- Demonstrable error on our part: Where a delivered Report is materially wrong because of a demonstrable error by ClaimFriendy or the Platform, for example a Report issued against a patient or policy other than the one you submitted, we will re-run the verification at no charge or, at your option, refund the fee in full.
- Service discontinued: Where we discontinue the Service, or are unable to continue serving your account, any unused prepaid balance is refunded in full.
7. Circumstances in Which a Refund Is Not Issued
So that expectations are clear at the outset, refunds are not available in the following circumstances:
- An unfavourable finding: The Report was delivered but records that the patient is not covered, is covered only in part, or is subject to exclusions, waiting periods, sub-limits or co-pay. The Service has been performed in full.
- A later change of position by the insurer: The insurer or third party administrator subsequently takes a different view, revises the policy position, or declines the claim at pre-authorisation or settlement stage. A Report states the position as confirmed at the time of verification and cannot bind the insurer.
- Incorrect particulars supplied: The Report is inaccurate or unusable because the policy number, member details, insurer name, diagnosis, procedure or other particulars you supplied were incorrect, incomplete or outdated. On request we will re-run such a verification at a reduced rate wherever we reasonably can.
- The Report was not used: The patient did not proceed with treatment, chose another hospital, or the admission was cancelled or postponed after the Report was delivered.
- Change of mind: The Report was delivered as requested and you no longer require it.
- Time-barred requests: The refund request is raised more than thirty (30) days after the date of the transaction, except where a longer period is required by law.
8. How to Request a Refund
Raise your request in writing to info@claimfriendy.com with the subject line “Refund Request”, or through the support channel available within your Platform account. To allow us to act quickly, please include:
- The registered name of the hospital or facility and your account or client identifier.
- The transaction reference or order number, and the date and amount of the payment.
- The reference number of the request or Report concerned, where one was issued.
- The reason for the refund request, with a screenshot or error message where relevant.
We acknowledge every refund request within two (2) working days. Requests must be raised within thirty (30) days of the transaction date.
9. Assessment, Processing and Timelines
- Assessment: Requests are assessed against the delivery record held on the Platform and, where relevant, the verification trail with the insurer or third party administrator. Assessment is completed within five (5) working days of receiving all required information.
- Approval and initiation: Approved refunds are initiated within seven (7) working days of approval. Where a system failure on our side is evident from our own logs, the refund is approved and initiated without requiring further evidence from you.
- Credit to your account: Funds are normally credited within five (5) to ten (10) working days of initiation. The exact time depends on your bank, card issuer or payment provider and is outside our control.
- Refund method: Refunds are made to the original payment method and to the same account from which payment was received. Refunds are not made in cash, to a third party account, or to any instrument other than the one used for the original payment, except where the original method is no longer operative and alternative bank details are verified in writing.
- Currency and charges: Refunds are issued in Indian Rupees. Any bank charges, foreign exchange differences or intermediary fees levied by your own bank are borne by you.
- Confirmation: We confirm each completed refund in writing, along with the corresponding transaction reference.
10. Service Credits as an Alternative
Where a refund is due, you may instead elect to receive an equivalent service credit against future Reports. Service credits are issued at full value, are applied automatically to your next requests, and remain valid for twelve (12) months from the date of issue. Electing a service credit is entirely at your option and never a precondition to receiving a refund in money.
11. Taxes
Where a refund is issued in full, the Goods and Services Tax component collected on that transaction is refunded together with the fee. Where a refund is partial, tax is refunded proportionately. Credit notes are issued in accordance with applicable GST law, and any input tax credit already availed by you on the original invoice must be reversed by you as required under that law.
12. Payment Disputes and Chargebacks
If you believe a charge is incorrect, please contact us before raising a chargeback with your bank or card issuer. Nearly every dispute can be resolved faster directly with us than through the chargeback process. Where a chargeback is raised while the same matter is already under assessment by us, we may place the related refund request on hold until the bank concludes its process, so that the same amount is not returned twice.
13. Grievance Redressal
If you are dissatisfied with the outcome of a refund request, you may escalate the matter to our Grievance Officer, who will review it independently of the team that made the original decision:
- Grievance Officer, ClaimFriendy Private Limited
- Mr. Gurpreet Singh
- Email: grievance@claimfriendy.com
- Phone: 9455457471
- Registered Office: Unit No 1106, Pearls Omaxe Tower, NSP, New Delhi – 110034
Escalations are acknowledged within two (2) working days and resolved within fifteen (15) working days of receipt.
14. Governing Law and Jurisdiction
This Policy is governed by the laws of India. Any dispute arising out of or in connection with it is subject to the exclusive jurisdiction of the courts at New Delhi. Nothing in this Policy limits any right available to you under the Consumer Protection Act, 2019 or any other law that cannot be excluded by agreement.
15. Changes to This Policy
We may update this Policy from time to time. The version in force at the time of your transaction is the version that governs it. Material changes are notified on this page with a revised effective date, and where the change materially affects existing customers, by written notice to the email address registered against your account.
16. Contact
For any question about this Policy, about a specific transaction, or about the Service generally, write to info@claimfriendy.com or call +91 11 4990 1356. You may also reach us through our contact page.