Refund & Cancellation Policy

Careitwell (AshaCareWell) is a cloud-based SaaS Hospital Management System offered on a subscription basis. This policy explains how cancellations, refunds, and plan modifications are handled. This policy is governed by the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 of India.

• We may offer a free trial period for new Subscribers to evaluate the Platform.
• No payment information is required during the trial period.
• The trial may be cancelled at any time without any charges.
• At the end of the trial, you may choose to subscribe to a paid plan or your account will be deactivated.

• Monthly Plans: You may cancel your monthly subscription at any time. Your access will continue until the end of the current billing cycle. No further charges will be applied.
• Annual Plans: You may cancel your annual subscription at any time. Your access will continue until the end of the current annual billing cycle.
• How to Cancel: Contact our support team at info@ashacareitwell.com or through your hospital's Super Admin dashboard.
• Data After Cancellation: Your data will be available for export for 30 days after cancellation. After 30 days, data will be permanently deleted as outlined in our Privacy Policy.

4.1 Eligible for Refund

• 7-Day Cooling-Off Period: If you are a new Subscriber and are not satisfied with the Platform, you may request a full refund within 7 days of your first payment.
• Service Unavailability: If the Platform experiences continuous downtime exceeding 72 hours due to reasons within our control, you are eligible for a pro-rata refund or service credit for the affected period.
• Billing Errors: If you were charged incorrectly (duplicate charge, wrong amount), we will issue a full refund for the erroneous amount within 7 business days.

4.2 Not Eligible for Refund

• Cancellation after the 7-day cooling-off period for monthly plans.
• Partial-month usage (subscriptions are billed for the full period).
• Accounts terminated due to violation of our Terms of Service.
• Downtime caused by factors beyond our control (internet issues, third-party service outages, force majeure).
• Custom development, setup fees, or one-time onboarding charges.

4.3 Annual Plan Refunds

For annual plans cancelled after the 7-day cooling-off period, we do not offer monetary refunds. However, your access will continue for the remainder of the paid annual period. In exceptional circumstances, pro-rata refunds may be considered at our discretion.

To request a refund, please contact us with the following details:

• Hospital name and account email
• Date of payment and transaction ID
• Reason for the refund request

• Approved refunds will be processed within 7–10 business days.
• Refunds will be credited to the original payment method used for the transaction.
• Bank processing times may vary and are outside our control.

• Upgrades: Plan upgrades take effect immediately. You will be charged a pro-rata amount for the remainder of the current billing cycle.
• Downgrades: Plan downgrades take effect at the start of the next billing cycle. No refund is issued for the difference.

If you are not satisfied with our refund decision, you may escalate the matter to our Grievance Officer at grievance@ashacarewell.com. We will review and respond within 15 business days. You also have the right to approach the appropriate Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019.