Refund Policy

Niro is operated by Xtramile Consultancy Services (Pvt) Ltd of Town Mosque Road, Akkaraipattu 02, 32400, Sri Lanka ("we", "us", "our"). The heart of Niro — your health record, appointments, video consultations and home care — is free to use. The only payments Niro collects are for Niro Premium, for paid video consultations, for home care visits, for the channelling booking fee and for the institution subscription (the channelling plan paid by clinics, channelling centres and hospitals), and this Refund Policy explains cancellations and refunds for them. It forms part of, and should be read with, our Terms of Service.

Last updated: 1 October 2026

Small amounts — the channelling booking fee and a video consultation — are returned as Niro credit, straight away, which you can spend on your next booking or consultation. Everything larger — a home care visit, Niro Premium, an institution plan — is refunded to the original payment method: a card payment to the same card, a bank transfer to the same bank account; processed within 7 business days, and a few days more to reach your account. You can always ask for money back on your card instead of credit — write to support@niro.lk and we will do that.

Niro Premium

Niro Premium is an optional digital subscription — LKR 1,999 per year paid by bank transfer, or LKR 199 per month paid by card. Its features (reading documents with AI, keeping photos of your reports, and creating and managing your family's records) are delivered to your account immediately.

• Cancelling. You may cancel Premium at any time. A monthly card plan simply stops renewing, and you keep Premium until the end of the period already paid for. A cancellation never affects a period you have already paid for.
• Refunds. Because Premium is a digital service delivered at once, a subscription period that has already begun is generally non-refundable, except where the law requires. We will, however, review a refund request and refund it where fair — for example a duplicate or accidental charge, or a payment that succeeded but did not activate Premium.

Video consultations

A video consultation is paid for at the time you request it. If the doctor declines, the request expires, or you cancel before the consultation takes place, the amount comes back to you as Niro credit, usually within seconds, and is recorded in your payment history.

Channelling booking fee

When you reserve a queue number for a clinic visit through Niro, a small booking fee may be payable online at the time of reserving — the amount is shown in the app before you pay. It is Niro's own charge for the reservation; the doctor's consultation fee is not collected by Niro and is paid at the clinic as usual.

While you pay, your number is held for a few minutes. If you stop before paying, nothing is charged and the number is simply released.

The booking fee comes back in full, as Niro credit, where the fault is not yours: the payment succeeded but the reservation could not be completed, the clinic or the doctor cancels the session, or the session does not take place. It is not refunded when you cancel the booking or do not attend — it is what makes a reserved number a commitment.

Home care visits

A home care visit is paid for through Niro, whether the provider is an independent companion or an institution's home care staff. When the carer — or the institution's desk — accepts your booking we place a hold on your card for the visit amount, where your card supports it, and take the money only once the visit is complete. Where a hold is not possible — a mobile wallet or bank app such as eZ Cash or mCash — the amount is charged when the booking is accepted. For an institution booking the institution is the provider and is paid; the same rules below apply to it.

• Cancelled before the carer sets off, cancelled by the provider, or a no-show (never checked in by 24 hours after the booked end, or an institution visit never assigned): nothing is owed. A hold is released; a charge is refunded in full.
• Cancelled after the carer has set off, or the carer is turned away at the door: a call-out fee of 30% of the visit amount (minimum LKR 500, never more than the visit amount) may be kept and paid to the carer or the institution; the rest is released or refunded.
• Extra hours requested by the carer and approved by you in the app are charged at the same hourly rate, as part of the same visit, and follow the same rules.
• Repeating visits are a series of separate bookings, each created six days ahead. Each visit is refunded on its own under these rules; ending the series stops future visits from being created and costs nothing.
• Closed automatically (checked in but never checked out): reviewed by Niro before anything is charged.
• Disputes: either side may report a problem in the app within 48 hours of the visit ending or being cancelled. We review the recorded timeline — including how the carer checked in and any incident reports — and both accounts, and decide on a full refund, a partial refund, the charge standing, or a call-out fee. The decision is recorded on the visit, and a refund follows the timing below.

Institution subscription (channelling plan)

The channelling plan is paid by the institution — a clinic, channelling centre or hospital — not by its staff or its patients. It is priced by the size of the practice, as shown in the institution portal before you pay: a solo practice (one doctor or dentist, with or without a dispensary) LKR 2,000 a month; a group practice of general practitioners or dentists LKR 3,000; a channelling centre or hospital LKR 5,000 with up to five doctors, or LKR 10,000 with six or more. The first month is free when the plan is started. Pharmacies, laboratories, radiology centres and allied health portals are free and are not part of the plan.

• Paying. The plan is paid monthly in advance by bank transfer, using the reference shown in the portal, with a photograph or PDF of the receipt uploaded there. Any whole number of months may be paid at once at the price shown at that time. The plan is extended on a provisional basis while we confirm the transfer, and confirmed once it is matched against our bank records. It does not renew automatically; you renew by paying again, and months paid are added to the end of the current period.
• Refunds. A month that has already begun is not refundable, except where the law requires. We will refund where fair — a duplicate or mistaken transfer, or a payment that was confirmed but did not extend the plan — to the same bank account within 7 business days.
• When the plan ends. After the paid period there is a 7-day grace period during which the desk stays open. After that the channelling desk closes — no new bookings by your desk or by patients, and the dashboard is locked — until you renew. Nothing is deleted: your doctors, sessions and bookings are kept, and a PDF of upcoming bookings can be downloaded from the portal at any time. Unused days of a lapsed plan are not refunded.
• Price changes. The tier is fixed at the time each payment is made and is what the paid period stands at. If the practice grows during a paid period — a doctor added, a department such as a laboratory or home care switched on — the portal shows the difference for the rest of that period, pro-rated by the days remaining, and gives seven days to pay it; until then nothing changes, and after those seven days the consultations desk pauses, as at the end of a plan, until the top-up is paid or the plan is renewed. A top-up, once paid, is not refundable. If the practice becomes smaller, nothing is owed and nothing is refunded; the next renewal is priced at the new size. Pharmacy, laboratory, radiology and other free portals are never paused.

How refunds are made

• A channelling booking fee or a video consultation comes back as Niro credit, straight away, and is recorded in your in-app payment history. You may ask for it on your card instead — write to support@niro.lk.
• Everything else — a home care visit, Niro Premium, an institution plan — is refunded to the original payment method used for the payment, the same card or the same bank account, in Sri Lankan Rupees (LKR).
• Where a refund is owed, we will usually mark it in your in-app payment history rather than wait to be asked.

How to request a refund

• Email support@niro.lk with your account phone number and the payment reference.
• Approved refunds are processed within 7 business days. It may take additional time for the refund to appear in your account, depending on your bank or card provider.

Not refundable

• A subscription period that has already elapsed.
• The free parts of the Service — there is nothing charged, and so nothing to refund.
• A call-out fee for a home care visit, once Niro has reviewed the visit and confirmed it.
• The channelling booking fee, when you cancelled the booking or did not attend.

Contact

• Support: support@niro.lk
• Disputes: legal@niro.lk
• Postal: Xtramile Consultancy Services (Pvt) Ltd, Town Mosque Road, Akkaraipattu 02, 32400, Sri Lanka.