Refund Policy

This Refund Policy outlines the terms and conditions for subscription cancellations, refund requests, and refund processing on the Dhanvantri Hospital Management System (HMS) platform ("Platform"). By purchasing a subscription on the Platform, you acknowledge that you have read, understood, and agree to the terms of this Refund Policy.

This Refund Policy forms part of and should be read together with our Terms & Conditions. In the event of any conflict between this Refund Policy and the Terms & Conditions, the Terms & Conditions shall prevail.

1. Scope

This Refund Policy applies exclusively to:

• Subscription plan purchases made by hospital administrators ("Admins") on the Dhanvantri Platform.
• Payments processed through our authorized payment gateways (Razorpay and/or Stripe).

This policy does not apply to patient billing transactions or any payments processed between hospitals and their patients through the Platform. Hospital-to-patient payment disputes are the sole responsibility of the respective hospital.

2. Free Trial

• New hospital registrations may receive a free trial period (typically 30 days) with limited features and capabilities.
• No payment is required during the free trial period. Since no charge is made, no refund is applicable.
• At the end of the trial, you may choose to subscribe to a paid plan or allow the trial to expire. There is no obligation to purchase a subscription.
• Free trial availability, duration, and terms are subject to change at our discretion without prior notice.

3. Subscription Payments

• All subscription payments are processed securely through Razorpay and/or other authorized payment gateways in compliance with PCI-DSS standards.
• Subscriptions are billed upfront for the entire selected duration (e.g., 30 days, 90 days, 180 days, or 365 days).
• Payment confirmation, including transaction details and invoice, is sent via email and is also available in the admin portal under Subscription History.
• All prices are displayed in Indian Rupees (INR) unless otherwise explicitly stated. Any applicable taxes (including GST) will be shown separately at the time of purchase.
• It is your responsibility to ensure that your payment information is accurate and that sufficient funds are available at the time of purchase.

4. Refund Eligibility

4.1 Eligible for Refund

You may be eligible for a full or partial refund in the following circumstances:

• Within 7 days of purchase: If you are not satisfied with the Platform, you may request a full refund within 7 calendar days of your subscription purchase date, provided you have not extensively used premium features (defined as creating more than 10 patient records, 20 appointments, or significant use of gated modules such as lab reports and pharmacy).
• Payment errors: If you were charged incorrectly due to a technical error (e.g., duplicate charges, incorrect amount debited, or charges for a plan different from what you selected), you are eligible for a refund of the excess or incorrect amount.
• Service unavailability: If the Platform experiences extended, continuous downtime of more than 72 hours due to issues solely attributable to us (not caused by third-party services, internet infrastructure, or force majeure events), you may request a pro-rata refund for the affected period.
• Failed activation: If your subscription payment was successfully processed but the subscription was not activated within 24 hours due to a technical error on our end, you are eligible for a full refund.

4.2 Not Eligible for Refund

Refunds will NOT be issued in the following circumstances:

• Requests made after 7 calendar days from the date of purchase.
• If the hospital has actively and extensively used premium features, modules, or entered substantial data beyond what would constitute reasonable trial usage.
• Dissatisfaction with features or functionality that was clearly described and demonstrated on the Platform before purchase.
• Account suspension or termination resulting from your violation of our Terms & Conditions, Acceptable Use Policy, or any applicable law.
• Downtime, service interruptions, or performance issues caused by factors outside our reasonable control, including but not limited to: internet connectivity issues, third-party service outages, force majeure events, your device or browser issues, or scheduled maintenance (which will be notified in advance).
• Failure to use the Platform or underutilization of subscribed features. Non-usage does not constitute grounds for a refund.
• Changes in your business needs, hospital operations, or decision to switch to a competitor platform.
• Dissatisfaction arising from data entered incorrectly by hospital staff. Data accuracy is the responsibility of the hospital.
• Price changes announced after your purchase — the price paid at the time of purchase is the applicable price for that subscription period.

5. Plan Upgrades & Downgrades

5.1 Upgrades

• When you upgrade to a higher plan during an active subscription, the remaining unused value of your current plan is calculated on a pro-rata daily basis and credited towards the new plan.
• You pay only the difference between the new plan price and the credited amount.
• The upgrade takes effect immediately upon successful payment. Your new subscription period starts from the date of upgrade.
• Pro-rata credits are non-refundable and can only be applied towards the upgrade payment.

5.2 Downgrades

• Downgrades take effect at the end of your current billing period. You will retain access to all features of your current plan until the billing period ends.
• No partial refund is issued for the remaining period of the higher plan when downgrading.
• Features and modules not included in the lower plan will become inaccessible after the downgrade takes effect.
• Your data will be retained but certain features may be restricted until you upgrade again.

6. Cancellation

• You may cancel your subscription at any time through the admin portal or by contacting our support team.
• Upon cancellation, you will retain access to all paid features until the end of your current billing period. No further charges will be applied.
• After the billing period ends, your account will revert to limited/free access. Premium modules and features will become inaccessible.
• Your data will be retained for a period of 90 days after the end of the billing period to allow potential reactivation. After this retention period, your data may be permanently deleted after prior notice.
• Cancellation does not automatically entitle you to a refund. Refund eligibility is determined by the criteria outlined in Section 4 above.

7. How to Request a Refund

7.1 Through the Admin Portal

You can submit a refund request directly through your admin portal by navigating to Subscription > Request Refund. You will be asked to provide a detailed reason for your refund request (minimum 10 characters).

7.2 Via Email

Alternatively, you may email us at support@dhanvantritech.com with the following details:

• Registered hospital name and admin email address.
• Razorpay/Stripe payment or transaction ID.
• Date of purchase.
• Plan name and subscription period.
• Detailed reason for the refund request.
• Any supporting documentation (e.g., screenshots of payment errors, duplicate charge proof).

7.3 Review Process

• All refund requests are reviewed on a case-by-case basis by our team.
• We will acknowledge receipt of your refund request within 48 hours.
• Our team will review your request and respond with a decision within 5-7 business days of acknowledgment.
• We may request additional information or clarification during the review process.
• Our decision on refund eligibility is made at our reasonable discretion based on the criteria outlined in this policy.

8. Refund Processing

• Approved refunds are processed via the original payment method through the same payment gateway (Razorpay/Stripe) used for the original transaction.
• We do not issue refunds via cash, cheque, or alternate payment methods.
• Refunds typically reflect in your account within 5-10 business days after approval, depending on your bank, card issuer, or payment provider. Processing times may vary and are not within our control.
• We will notify you via email once the refund has been initiated, including the refund amount and estimated processing time.
• If the refund does not appear in your account within 15 business days of the refund initiation notification, please contact your bank or payment provider first. If unresolved, contact us with the refund reference details.
• Refund amounts will be in the same currency as the original transaction (typically INR). Any exchange rate differences or bank fees are not our responsibility.

9. Partial Refunds

In certain circumstances, we may issue a partial refund at our discretion:

• If you have used the Platform for a portion of the subscription period before requesting a refund within the 7-day window.
• For service unavailability periods exceeding 72 continuous hours, calculated pro-rata based on the number of affected days.
• Where a duplicate charge has occurred but partial services have been rendered.

Partial refund calculations are based on the daily rate of your plan (plan price ÷ total plan duration in days) multiplied by the eligible days.

10. Chargebacks & Disputes

• We strongly encourage you to contact us directly at support@dhanvantritech.com before initiating a chargeback with your bank or payment provider.
• Filing a chargeback or payment dispute without first contacting us may result in immediate suspension of your account and all associated services pending resolution.
• Fraudulent chargebacks (i.e., chargebacks filed despite having received and used the services) may result in permanent account termination and may be reported to relevant authorities.
• We reserve the right to contest any chargeback that we believe is unjustified and to provide evidence of service delivery to the payment provider.

11. Account Deletion & Refunds

• If you request account deletion while having an active subscription, your active subscription will be cancelled, but no refund will be issued for the remaining period unless you separately meet the refund eligibility criteria in Section 4.
• Account deletion is irreversible. All hospital data, patient records, staff records, and operational data will be permanently deleted.
• We recommend submitting a refund request (if eligible) before requesting account deletion.

12. Non-Refundable Items

The following are explicitly non-refundable under all circumstances:

• Free trial periods (no payment is made).
• Data migration, onboarding, or setup assistance costs (if applicable).
• Custom development, integration, or consulting services (if any).
• Pro-rata credits applied during plan upgrades.
• Bank or payment gateway processing fees incurred during the original transaction.

13. Taxes

Refund amounts will include any applicable taxes (including GST) that were charged as part of the original transaction. Tax treatment of refunds will be in accordance with applicable Indian tax laws. Refund invoices or credit notes will be provided for your records.

14. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices, legal requirements, or business operations. Changes will be posted on this page with an updated "Last updated" date. The Refund Policy in effect at the time of your purchase applies to that specific transaction.For material changes, we will provide notice to active subscribers via email or in-platform notification at least 15 days before the changes take effect.

15. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of India. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the competent courts in Ahmedabad, Gujarat, India, as further described in our Terms & Conditions.

16. Contact Us

For refund-related queries, concerns, or requests, reach out to us at:

• Email: support@dhanvantritech.com
• Address: SG Highway, Ahmedabad, Gujarat 380015, India
• Response Time: We will acknowledge refund queries within 48 hours during business days.