Refund and cancellation policy

Paid services are sold by JeevanPatra (legal name to be published after company registration details are confirmed) to hospitals and clinics using the HMS portal: per-doctor HMS subscriptions and one-time AI credit packs. Payments are collected by our payment provider, Razorpay. We never see or store card numbers, CVV, UPI PINs or bank login details.

Patients are not charged by JeevanPatra. Consultation, test and medicine fees are agreed with and paid to the doctor, hospital, lab or pharmacy, and any refund of those fees is given by them.

• GST treatment is being confirmed. The exact tax and total are shown before you pay.
• Onboarding and implementation are quoted in writing before you sign and are not charged in online checkout. The standard fee has not yet been published.
• Subscriptions renew automatically every month or every year, depending on the cycle chosen, until cancelled. Before you pay, the checkout screen shows the price, GST, total per cycle, renewal cadence, the number of charges the payment mandate allows, and how to cancel, and asks you to confirm.
• Your bank or the payment provider sends a notice before each recurring charge.

1. The hospital administrator signs in to the HMS portal and opens Billing.
2. Choose Cancel subscription and confirm. You can add a reason if you wish.
3. No further charges are taken. Paid features stay available until the end of the period already paid for, then stop.
4. The cancellation is recorded with the date and the administrator who requested it, and is shown on the Billing page.

Cancelling does not delete the hospital's records. How long records are kept is explained in the data retention page.

Changing plan or seat count: the new plan starts after its payment is confirmed, and the previous plan is cancelled at that point.

Refunds go back to the original payment method through Razorpay. To ask for a refund, write to billing support with your invoice number. Refunds are started by our billing team; when the payment provider confirms a refund, or reports that it failed, the Billing page shows an alert to the hospital administrator.

Time for the money to reach your account after a refund is processed: to be decided by the company and confirmed in legal review (it depends on the bank and payment method).

• If a payment fails, no service is activated and no AI credits are added. A pending invoice for that attempt is marked failed, and the administrator sees an alert on the Billing page.
• If your bank shows a debit for a failed payment, it is reversed by the bank or the payment provider under the Reserve Bank of India turnaround rules for failed transactions.
• If recurring payments keep failing, the payment provider puts the subscription on hold and the administrator is alerted. Contact billing support to restore renewal.

Every confirmed payment has an invoice on the Billing page with a consecutive invoice number. Invoices show the supplier's legal name, registered address, CIN and GSTIN, the hospital's details and GST state, the service code and the GST breakup once these are configured. Hospitals can add their legal name, address and GSTIN on the Billing page.

Treatment of refunds on tax invoices (for example, credit notes): to be decided by the company and confirmed in legal review with the company's chartered accountant.

Billing support: contact to be published. Please quote your invoice number. Do not send card or bank details.

Questions about personal data go to our privacy contact through the grievance page. Registered office: to be published after company registration details are confirmed.