Return and Refund Policy

1. Overview

At Raksha Kendra, we want you to be completely satisfied with our hospital management system. This Return and Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them. As a SaaS (Software as a Service) provider, our policy differs from traditional product returns. We offer flexible subscription options and a satisfaction guarantee to ensure you can confidently choose Raksha Kendra for your healthcare facility's management needs.

2. Free Trial Period

We offer a 14-day free trial for all new customers. During this period, you can explore all features of your chosen plan without any charges. No credit card is required to start the trial. If you decide our service is not right for you, simply do not activate a paid subscription, and you will not be charged.

3. Subscription Cancellation

You may cancel your subscription at any time through your account settings or by contacting our support team. Upon cancellation:

• Your subscription will remain active until the end of your current billing period
• You will continue to have access to all features until the subscription expires
• No further charges will be made after the current billing period ends
• Your data will be retained for 90 days after cancellation, allowing you to reactivate if needed

4. Refund Eligibility

Refunds may be issued in the following circumstances:

4.1 Service Issues

If our service experiences significant downtime or technical issues that prevent you from using the system for an extended period, you may be eligible for a prorated refund for the affected period.

4.2 Billing Errors

If you were charged incorrectly due to a billing error on our part, we will issue a full refund of the incorrect charge.

4.3 Duplicate Charges

If you were charged multiple times for the same subscription period, we will refund the duplicate charges immediately.

4.4 First Month Satisfaction Guarantee

If you are not satisfied with our service within the first 30 days of your paid subscription (excluding the free trial period), you may request a full refund. This guarantee applies only to your first subscription with us.

5. Non-Refundable Items

The following are not eligible for refunds:

• Subscription fees after the first 30 days (except in cases of service issues or billing errors)
• Add-on services that have been actively used
• Custom development or integration work that has been completed
• Training sessions that have been conducted
• SMS or email credits that have been consumed
• Annual subscriptions after 30 days from the start date

6. Refund Request Process

To request a refund, please follow these steps:

1. Contact our support team at support@healthcarehms.com or call +91 1800 123 4567
2. Provide your account details and subscription information
3. Explain the reason for your refund request
4. Our team will review your request within 2-3 business days
5. If approved, the refund will be processed within 7-10 business days

7. Refund Method

Refunds will be issued to the original payment method used for the purchase. Depending on your bank or payment provider, it may take an additional 5-10 business days for the refund to appear in your account.

8. Partial Refunds

In some cases, we may issue partial refunds:

• Prorated refunds for service downtime exceeding our SLA commitments
• Refunds for unused portions of annual subscriptions (calculated on a prorated basis, minus a 10% administrative fee)
• Refunds for add-on services that were not delivered as promised

9. Downgrade Policy

If you wish to downgrade to a lower-tier plan:

• The downgrade will take effect at the start of your next billing cycle
• You will continue to have access to your current plan features until the billing cycle ends
• No refunds will be issued for the difference in plan pricing for the current billing period
• Your new plan pricing will apply from the next billing cycle

10. Upgrade Policy

If you wish to upgrade to a higher-tier plan:

• The upgrade takes effect immediately
• You will be charged a prorated amount for the remainder of your current billing cycle
• Your next billing cycle will reflect the full price of the new plan

11. Service Level Agreement (SLA)

We guarantee 99.9% uptime for our service. If we fail to meet this commitment:

• 99.0% - 99.9% uptime: 10% credit on next month's subscription
• 95.0% - 98.9% uptime: 25% credit on next month's subscription
• Below 95.0% uptime: 50% credit on next month's subscription

SLA credits must be requested within 30 days of the incident and are issued as account credits, not cash refunds.

12. Data Export

Before canceling your subscription, you may export your data at no additional charge. We provide data export in standard formats (CSV, PDF, JSON) for all your records. After the 90-day retention period, all data will be permanently deleted and cannot be recovered.

13. Exceptions

We reserve the right to refuse refunds in cases of:

• Violation of our Terms and Conditions
• Fraudulent or abusive behavior
• Repeated refund requests that appear to abuse our policy
• Requests made more than 60 days after the charge date (except for billing errors)

14. Changes to This Policy

We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of the service after changes are posted constitutes acceptance of the modified policy.

15. Contact Information

If you have any questions about our Return and Refund Policy, please contact us:

Email: support@rakshakendra.com
Phone: +91 9748543900 / +91 8479894414
Address: 179/1 Dr BC Roy Sarani Rd, New Barrakpur, Kolkata, India - 700131