Subscription Refund Policy for Clinics

We look at the following, in this order. The first one that covers your situation is the one that applies:

1. Your signed agreement, proposal or statement of work — if you have one, its refund, term and cancellation clauses override everything below.
2. Your order confirmation, payment link or invoice — the plan name, price, term, minimum commitment and any guarantee recorded there, plus anything confirmed to you in writing by our team on WhatsApp or email.
3. The 30-day guarantee, where your plan carries it — the AI Clinic Automation Suite comes with a 30-day money-back guarantee: tell us within 30 days that it is not working for your clinic and we refund the balance of your subscription. It returns unused time only — the time you have used and the one-time setup fee are not refunded. It is specific to the Suite and does not apply to other plans, add-ons or one-time products.
4. This policy — the general rules in section 3, for anything the above do not cover.

If you are not sure which plan or terms you are on, ask us and we will send you the recorded terms for your account before you decide.

Two clinics can be owed different things for the same rupee amount, because these vary by plan:

• Minimum commitment — most subscriptions run for a minimum of 3 months. Some add-ons have no minimum. Annual plans run for the full year in exchange for the discount.
• Notice period — subscriptions are cancellable with 30 days notice once the minimum commitment is complete.
• Setup fee — a one-time onboarding fee applies to new clinics and is treated separately from the subscription.
• Bundles — buying a bundle at a bundle price means components are not separately refundable at their individual list prices. A partial refund, where given, is calculated against what you actually paid.
• The 30-day guarantee — included with the AI Clinic Automation Suite, not with other plans, add-ons or one-time products. Even where it applies, it refunds the unused balance, not everything you paid.

These apply where your agreement, order or a product-specific guarantee does not say otherwise.

The rules above assume the service worked. Separately from them, if we do not deliver what you paid for — a module never activated, a deliverable not produced within the timeline we committed to, or an outage long enough to make the service unusable — tell us and we will fix it first. If we cannot, you are entitled to a service credit or a refund of the affected portion of your fee. We would rather resolve it than argue the clause.

• Time already served on a subscription.
• The one-time onboarding / setup fee.
• Work already delivered, and custom work already completed.
• Money already spent on your behalf with a third party, including ad spend and messaging charges.
• Results. We commit to delivering the service, not to a specific number of patients, leads, reviews, calls or rankings, unless a signed agreement says so in writing.
• Charges where the service became unusable for reasons on your side — for example a WhatsApp number or Google listing suspended for content you published, access you revoked, or credentials you did not provide.

• Write to hello@connectai.care or message your account contact on WhatsApp, or use the contact form.
• Include your clinic name, the registered mobile number or email on the account, the invoice or payment reference, and what you want refunded and why.
• We acknowledge within 3 working days and give you a decision, with reasons and the clause we relied on, within 7 working days.
• Approved refunds are processed within 7–10 working days to the original payment method. How quickly it reaches you after that depends on your bank or card issuer.
• Refunds are made in Indian Rupees for the amount received. Bank charges, payment gateway fees and currency conversion losses are not reimbursed.

You can cancel a subscription without asking for a refund. Give notice as set out in your plan; the service continues until the end of the paid period, and you can export your data before it closes. See the Clinic, Lab & Hospital Privacy Notice for what happens to your data afterwards.

Please raise the issue with us before disputing a charge with your bank or card issuer — it is faster, and we will usually resolve it. Where a chargeback is raised on a legitimately delivered service, we may suspend the account until it is resolved and recover the amount, along with any fee the gateway charges us, as a debt.

We may decline a refund where a request is dishonest or abusive — for example repeated buy-and-refund cycles, or claiming non-delivery of work we can show was delivered. We will always tell you the reason. We may also make an exception in your favour in a genuine hardship or special case; doing so once does not change this policy for anyone else.

If you are a patient and you paid a consultation, appointment or test fee to a clinic, laboratory or hospital that uses ConnectAI, that money went to them, not to us. Their cancellation and refund terms apply, and you should contact them directly. We can only refund amounts you paid to ConnectAI itself.

We may update this policy. The version that applies to a purchase is the one published when you paid, together with your order and agreement. The date at the top shows the current version.

ZODIX HEALTH Pvt. Ltd.
J-101 SDS NRI Residency Omega-2,
Greater Noida, UP, India
PIN - 201310
hello@connectai.care