1. Overview
This Refund Policy explains when and how Aarogya Assist ("we", "us", or "our") issues refunds for paid subscriptions. We aim to be fair, transparent, and consistent — this page is the source of truth, and our support team is bound by it.
By subscribing to any paid plan, you agree to this Refund Policy in conjunction with our Terms of Service.
2. Cooling-off period (7 days)
We offer a 7-day cooling-off period from the date your first paid subscription is activated. During this window, you may request a full refund for any reason, provided:
- The request is submitted within 7 calendar days of the first paid charge for this subscription cycle.
- You have not exceeded fair use during the trial period (see Section 5 below).
- The request is your first refund for this subscription plan. Repeat subscribers to the same plan are outside the cooling-off window after the first cycle.
The cooling-off period does NOT apply to:
- Renewals (auto or manual) — these are covered by the cancellation policy in Section 3.
- Add-on purchases (e.g. additional lab-report analysis credits) that have been wholly or partially used.
3. Cancellation vs. refund
Cancellation stops your subscription from renewing at the end of the current billing cycle. Cancellation does not produce a refund for the current cycle — you continue to have access to paid features until the cycle ends, at which point your account reverts to the free tier.
Refund reverses a charge and immediately terminates paid access. Refunds are processed for:
- The cooling-off period (Section 2 above).
- Service unavailability — if our platform is unavailable for more than 48 consecutive hours within a billing cycle, you are entitled to a prorated refund for the affected days. See our security.txt for downtime reporting channels.
- Billing errors — duplicate charges, incorrect amounts, or charges to a closed account. Refunded in full plus a courtesy credit on the next cycle.
You can cancel anytime from Settings → Subscription → Cancel plan within the app. No support ticket required.
4. How to request a refund
Two paths, both produce the same outcome:
- In-app (recommended): Settings → Subscription → Request refund. The form pre-fills your subscription and charge details and routes directly to our billing team.
- Email: Send your request to support@aarogyaassist.com with: your registered email, the Razorpay payment ID (visible in the receipt email or under Settings → Subscription → Payment history), and the reason for the refund.
5. Processing timeline
We acknowledge every refund request within 1 business day. Approved refunds are processed within 3 business days on our side. The funds then take an additional 5-7 business daysto land in your account — this delay is on Razorpay and your bank's settlement window, not us.
Refund destination: refunds are credited to the original payment method used for the charge. If the original payment method is no longer available (closed card, deactivated UPI VPA), we issue a bank transfer instead — please include your current bank account details in the refund request.
6. What we will NOT refund
- Subscription cycles where you have already cancelled and used the remainder of the cycle through the end date.
- Account suspensions or terminations due to violations of our Terms of Service (e.g. abuse of the AI chat surface, attempts to extract training data, automated scraping).
- Refund requests submitted more than 90 days after the original charge date. Indian banking regulations limit chargeback windows; we follow the same window.
- Charges where you cannot demonstrate ownership of the associated account (we will request reasonable identity verification).
7. Disputes
If your refund request is denied and you wish to dispute the decision, you have three escalation paths:
- Internal escalation: file a grievance via /dpdp-rights or Settings → Grievances. Our Grievance Officer responds within 30 days.
- Razorpay dispute: file directly through your bank or card issuer. Razorpay's dispute process is independent of our internal review.
- Consumer redressal forum: under the Consumer Protection Act, 2019. Jurisdiction: Bhilwara, Rajasthan, where the company is registered.
8. Contact
For refund questions: support@aarogyaassist.com.
For grievances about refund handling (DPDP §10): grievance@aarogyaassist.com or via /dpdp-rights.