Refund & Cancellation Policy
Last updated 1 September 2026 · all amounts in INR
What this policy covers
This is our refund policy for Rappel Health subscription fees — what a clinic pays us for the software. It does not cover payments a patient makes to a clinic through the platform (booking deposits, consultation fees, procedure charges and the like); that money goes directly to the clinic and is never ours to confirm, refund or cancel. See Terms of Service, Part B, §18 for the full position on those payments — in short, raise it with the clinic, not with us.
Fourteen days free, before any subscription
Every clinic starts on a 14-day trial with the full product — queue, dictation, prescriptions, follow-ups. No card, no setup fee and no subscription is created during the trial, so there is nothing to refund if you walk away. Onboarding help during the trial is free and is never clawed back.
Monthly plans are not refundable
Monthly subscriptions can be cancelled any time from Settings → Billing and access continues to the end of the month you have paid for. Part-months and unused seats are not refunded, because the trial exists to answer that question before you pay.
Annual plans — pro-rata at the monthly rate
Cancel an annual plan and we refund the unused part of the year, charging the months you used at the equivalent monthly price of the same plan rather than the discounted annual rate.
A worked example
Say the annual price is ₹1,000 and the same plan costs ₹100 a month. You cancel on day 45 — that is two started months, charged at ₹100 each, so ₹200 is retained and ₹800 is refunded. Part-months count as whole months, and the calculation is shown to you in writing before the refund is raised.
One-time charges
Data migration, on-site training and custom template work are quoted separately and are non-refundable once delivered. Credit top-ups — messaging, dictation, AI and video minutes — are non-refundable and expire one year from the day each top-up is added. Each top-up carries its own clock: 10 credits added in January expire the following December even though 10 added in July are still good until the July after. Your remaining balance and its expiry are shown in Settings → Billing.
How to request
Mail billing@rappel.health from a registered admin address with your organisation name and invoice number. We confirm within 3 business days; approved refunds reach the original payment method in 7–10 business days.
Data on cancellation
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