Refund and cancellation policy

What this covers

This policy covers Curanto subscriptions: the plans and add-ons a hospital, clinic or laboratory buys to use the Curanto software, sold by Ralyxion Labs Private Limited. It is part of our terms of service. Where a signed agreement or order form (for example an Enterprise plan) says something different, that agreement applies.

How billing works

• Plans are paid in advance for a month or a year, in Indian rupees, plus 18% GST. An administrator pays by UPI, card or netbanking through Razorpay on the Plan & licence page in the product, and a GST tax invoice is issued for every payment.
• Nothing renews automatically. We never store a card or set up an auto-debit: each period is a separate payment that an administrator chooses to make. Renewing the same plan early adds the new period after the current one ends, so no paid days are lost.
• Add-ons bought in the middle of a period are charged only for the days left in it.
• Moving to a different plan starts a fresh period on the day of the payment. Days left on the previous plan are not carried over or refunded, so a plan change is best made near the end of a period.

Cancelling

• An administrator cancels from Plan & licence, Cancel plan, and can tell us why. Cancelling never cuts access early: every module and add-on keeps working until the end of the period already paid for.
• Changed your mind? Keep my plan withdraws the cancellation at any time before the period ends. Paying for a renewal withdraws it too.
• When the period ends, the organisation moves to the base Clinic Solo features: the paid modules and add-ons switch off, but nothing is deleted. Patient records stay readable and the plan can be renewed at any time.
• If a period simply runs out without a renewal, full access continues for 7 more days before the organisation moves to the base features.
• A trial, or a licence with no paid period, has nothing to run out: write to us and we close the account. What happens to the data after an account is closed is set out in the terms of service.

Refunds

• Yearly plans are refunded in full, including the GST charged, if you ask within 30 days of the payment that started the yearly period. After 30 days a yearly plan is not refundable; cancel it to stop it at the end of the period.
• Monthly plans and add-ons are not refundable once paid. Cancelling stops the plan at the end of the month already paid for.
• Our mistakes are always refunded in full: a payment taken twice for the same order, a payment for a plan or add-on that was never applied to your account, or a charge that differs from the amount shown at checkout.
• Curanto credit earned through Refer & earn, and coupon or welcome discounts, are not cash and are never paid out.
• Nothing in this policy takes away a refund the law entitles you to.

How to ask for a refund

1. Write to hello@curanto.in from the organisation's registered email address or an administrator's address.
2. Include the organisation's name, the invoice number, the payment date and amount, and why you are asking.
3. We acknowledge your request within 2 working days and tell you our decision within 7 working days, with the reason if we cannot refund.

How and when the money comes back

• An approved refund is issued within 7 working days of the decision, to the payment method you paid with (the same UPI account, card or bank account), through Razorpay.
• Your bank or card issuer usually takes a further 5 to 7 working days to show it. We send you the refund reference so you can trace it with them.
• A payment made by bank transfer under a signed agreement is refunded by bank transfer to the account it came from. We never refund in cash or to a different account.

Payments to a hospital or clinic

Curanto does not collect or refund the fees patients pay a hospital or clinic for their care, even when the bill was made in Curanto. For those, please ask the hospital or clinic directly.

Contact

Questions about this policy or a payment go to hello@curanto.in.

Company

Ralyxion Labs Private Limited

Email

hello@curanto.in