Refund & Cancellation Policy

1. What you pay for

• Subscription. Hospitals pay in blocks of ₹2,000. The first payment activates a 12-month subscription and credits the full amount to the hospital's referral credit balance.
• Recharges. Later payments add referral credit (and re-activate an expired subscription for 12 months).
• Referral credits. ₹200 is deducted when the hospital confirms a referred patient's arrival, at most once per referral.

2. No refunds

Credit deducted for a confirmed patient arrival is not reversed. If you believe an arrival was confirmed by mistake, contact us (see below) and a platform admin will review the referral; any correction is made as a credit adjustment, not a payment refund.

Referring doctors are not charged for using the Platform.

3. Exceptions: failed, duplicate or erroneous charges

We refund the amount to the original payment method if, after verification:

• Failed transaction — your account was debited but the payment did not complete and no credit was added to the hospital;
• Duplicate charge — you were charged more than once for the same order; or
• Erroneous charge — the amount charged differs from the amount shown at checkout, or a technical error on our side caused a charge you did not authorise.

Approved refunds are initiated within 5–7 working days after verification. The time for the money to reach your account then depends on your bank or card issuer.

4. How to raise a request

Email [Contact Email] as soon as you notice the problem with:

1. the hospital name and the admin account email;
2. the payment date and amount;
3. the gateway order or payment ID (from your billing page or the gateway's receipt), or your bank reference number; and
4. what went wrong (failed, duplicate or erroneous) and any screenshots.

We acknowledge your request, check it against the payment records and the gateway, and tell you the outcome. Unresolved concerns can be escalated to our Grievance Officer.

5. Payment gateways

Online payments are processed by Razorpay or Cashfree (whichever is active). Your card, UPI or bank details are entered with the gateway and are never received or stored by us. Refunds are issued through the same gateway to the original payment method. Payments recorded manually by a platform admin (for example bank transfers) are refunded, where this policy allows, to the account they came from.

6. Chargebacks

Please contact us before raising a chargeback or dispute with your bank — most issues are resolved faster directly. If a chargeback is raised, we will provide the payment and usage records to the gateway and bank. Where a chargeback is reversed in your favour, the corresponding credit is removed from the hospital's balance. A chargeback found to be unjustified may lead to suspension under the Terms of Service.

7. Cancellation

There is no automatic renewal: the subscription simply lapses at the end of its 12-month period unless you pay again. You can stop using the Platform at any time; this does not entitle you to a refund of credit or subscription already paid.

8. Contact

Grievance Officer

[Grievance Officer Name]

Email

[Grievance Officer Email]

Phone

[Grievance Officer Phone]

Data protection contact

[DPO/Data Protection contact]

Postal address

[Company Name], [Registered Address]