Praba's Vcare Health Clinic in Banjara Hills asked to pay customer Rs. 50k for failed hair treatment

Hyderabad: District Consumer Disputes Redressal Commission has directed Praba's Vcare Health Clinic, a hair clinic in Banjara Hills, to pay Rs. 50,000 as compensation to a consumer after the clinic failed to deliver results in BioCell treatment (hair growth treatment).

Syed Akram Pasha was bald due to which he was facing problems finding a suitable marriage partner. He saw an advertisement for Praba's Vcare Health Clinic in March 2019 and approached them for BioCell (hair growth) treatment. BioCell treatment is the penetration and nourishment of stem cells in the hair matrix, thus enhancing hair growth.

The clinic promised results in six sittings. Mr. Pasha believed their words and proceeded with the treatment. He paid Rs. 60,330 for the treatment and medicines. The treatment started in March 2019 and ended in June 2019. "But there was not even 1% improvement," said Mr. Pasha.

When he approached the clinic in July 2019, they advised the complainant to write a letter that would be forwarded to the Chennai office. "They promised that the full amount will be refunded," he said.

Later, when the complainant contacted the clinic, they said the letter was not forwarded to the Chennai office and they threatened him. Mr. Pasha then wrote a letter to the Chennai clinic with details of the treatment. After receiving the letter, the Chennai clinic advised him to visit V-Care Health Clinic Private Limited at Malakpet. Dr. Subhashini talked with the complainant on a video call and suggested he get treatment again for three sittings. But even after this, there was no result.

When Mr. Pasha tried to contact Dr. Subhashini over the phone, he came to know that she had gone to the Chennai head office. The complainant tried several times to contact the doctor but there was no reply. The complainant requested the clinic to refund the amount he had paid but was denied.

The clinic, meanwhile, said they had suggested the complainant take Biocel treatment for six sittings to get good results but had never promised guaranteed results. The complainant paid Rs. 60,330 for treatment and medicines but he did not take the medication. "Timely sleep and proper diet are needed for best results. It was stated that simply undergoing the treatment without following the advice of the consultant doctor will not get results," said the clinic.

The clinic also said they cannot refund the amount because it was clearly mentioned in its invoices that "amount once paid shall not be refunded under any circumstances".

The complainant appeared in person and exhibited the actual condition before the commission on the day of the hearing. "We could see that there was no hair growth and he was bald. This clearly shows the deficiency of service and unfair trade practices of the clinic. The complainant is entitled to refund of the fee and punitive damages," said the commission.

It asked the clinic to refund the complainant an amount of Rs. 60,330 and pay a sum of Rs. 50,000 for causing mental agony and trauma. The clinic was also asked to pay Rs. 10,000 towards litigation cost.