Scope
This Policy governs cancellations and refunds in respect of Subscription Fees paid by Doctor users for the following HealthCircles Plans (or such other Plans as Arivara may introduce from time to time):
- Monthly Plan — INR 1,500 per month (exclusive of applicable taxes);
- Founder Doctor 10-Year Access — INR 30,000 one-time (exclusive of applicable taxes).
By subscribing to any Plan, you agree to this Policy.
7-Day Cooling-Off Refund
The Cooling-Off Window:
- Applies only to the first payment made by a Doctor on the Platform. Renewals, subsequent months of the Monthly Plan, and repeat purchases are not eligible for cooling-off refunds;
- Applies to both the Monthly Plan and the Founder Doctor 10-Year Access;
- Requires that the request for refund be delivered by email to the Grievance Officer within the seven-day period. The date of receipt of a properly-addressed email at healthcircles.care@gmail.com shall be treated as the date of request;
- Is not available after the Cooling-Off Window has expired, in whole or in part, for any reason whatsoever.
Non-Refundable Items
Notwithstanding anything else in this Policy, the following items are non-refundable:
- Any AI credits, video-consultation credits, storage credits, or other usage-based credits that have already been consumed or partially consumed;
- Any add-on top-ups purchased in addition to the Subscription (top-ups are considered consumed on activation);
- Any payment-gateway processing fees, bank charges, or foreign-exchange conversion charges retained by the payment gateway or bank;
- Applicable Goods and Services Tax (GST) and other statutory levies, to the extent already remitted to the concerned authority in accordance with law (GST refund, where available, shall follow applicable tax procedures);
- Fees paid for one-off professional services rendered by the Platform (for example, one-time onboarding, priority setup, custom template creation) once such service has commenced;
- Any Plan renewal, if the Cooling-Off Window has expired.
Cancellation of Subscription
Monthly Plan. A Doctor may cancel the Monthly Plan at any time. Cancellation will take effect at the end of the then-current billing month. No further Fees will be charged from the immediately succeeding billing cycle. No pro-rata refund is provided for the balance of the current month, save under the Cooling-Off Window.
Founder Doctor 10-Year Access. The Founder Doctor Plan is a one-time, ten-year access grant designed to give early participants long-term value at Founder pricing. Cancellation of the Founder Doctor Plan is not possible after the expiry of the Cooling-Off Window, and no refund (in whole or in part) shall be payable thereafter, irrespective of usage.
Termination by Arivara. Where Arivara terminates a Doctor’s access on account of the Doctor’s breach of the Terms & Conditions, non-payment, professional misconduct, or violation of applicable law, no refund shall be payable. Where Arivara terminates without cause, Arivara shall refund the unused, unaccrued portion of prepaid Fees on a pro-rata basis.
How to Request a Refund
To request a refund under this Policy, please send an email to the Grievance Officer at healthcircles.care@gmail.com with the subject line “Refund Request – [Your Registered Name] – [Plan]” and include the following:
- Full name and mobile telephone number registered with the account;
- Registered email address;
- Plan subscribed to and date of payment;
- Payment reference or transaction ID;
- Reason for the refund request; and
- Preferred refund method (subject to Section 6).
Incomplete requests may be delayed pending receipt of the required details.
Refund Timelines & Method
- A refund request will be acknowledged within two (2) business days of receipt at the Grievance Officer’s email;
- Eligibility for refund will be determined within seven (7) business days of receipt of a complete request;
- Approved refunds will be initiated within seven (7) business days of approval;
- Refunds will be credited within a further seven (7) to fourteen (14) business days, depending on the payment gateway and banking channel;
- Refunds shall be issued to the same payment method used for the original transaction. Where this is not technically feasible, an alternative refund method may be agreed in writing;
- Refund amounts are net of the non-refundable items described in Section 3.
Chargebacks
Before initiating a chargeback with your card-issuer, bank, or payment provider, we request that you first raise your concern directly with our Grievance Officer so that we may resolve it in good faith. Chargebacks initiated without prior good-faith engagement may result in immediate suspension of your account pending investigation, and Arivara reserves the right to contest chargebacks that are inconsistent with the Terms or this Policy.
Modification of Fees
Arivara reserves the right to modify Subscription Fees prospectively. Any change in Fees will be notified to you in advance through the Platform or by email. Existing paid subscriptions will continue on the terms applicable at the time of payment for the balance of the paid period. On renewal, the revised Fees shall apply.
Grievance Redressal
If you are dissatisfied with the manner in which your refund request has been handled, you may escalate your grievance to the Grievance Officer, who shall endeavour to resolve it within fifteen (15) days of receipt of the escalation.
Nothing in this Policy limits any statutory rights available to you under the Consumer Protection Act, 2019 and the rules made thereunder.