Refund Policy

1. Overview

This Refund Policy explains the circumstances under which Diagnoze may provide refunds for subscription fees and outlines the process for requesting refunds. We are committed to providing excellent service and customer satisfaction.

2. Subscription Plans

2.1 Available Plans

• Free Plan: ₹0/month - No charges, no refunds applicable
• Pro Plan: ₹49/month - Monthly subscription with specific usage limits
• Family Plan: ₹99/month - Monthly subscription for multiple family members

2.2 Billing Cycle

• All subscriptions are billed monthly in advance
• Billing occurs on the same date each month as your initial subscription
• Payments are processed through Razorpay payment gateway

3. Refund Eligibility

3.1 Eligible Scenarios

Refunds may be provided in the following circumstances:

3.1.1 Technical Issues

• Service Unavailability: If our service is unavailable for more than 48 consecutive hours due to technical issues on our end
• Critical Bugs: Major functionality failures that prevent normal use of paid features
• Data Loss: Accidental loss of user data due to our system failures

3.1.2 Billing Errors

• Duplicate Charges: Accidental multiple charges for the same subscription period
• Incorrect Plan Charges: Being charged for a different plan than selected
• Unauthorized Charges: Charges made without user authorization

3.1.3 Service Dissatisfaction

• First-Time Subscribers: 7-day money-back guarantee for new Pro or Family plan subscribers
• Service Quality Issues: Significant degradation in service quality that affects core functionality

3.2 Non-Eligible Scenarios

Refunds will NOT be provided in the following cases:

3.2.1 User-Related Issues

• Change of Mind: Simple change of mind after subscription purchase
• Unused Service: Not using the service during the subscription period
• Device Compatibility: Issues arising from device incompatibility (check requirements before purchase)
• User Error: Mistakes in plan selection or account management

3.2.2 External Factors

• Internet Connectivity: Issues arising from user's internet connection
• Third-Party Services: Problems with integrated third-party services beyond our control
• Force Majeure: Service interruptions due to natural disasters, government actions, or other uncontrollable events

3.2.3 Policy Violations

• Terms Violation: Account termination due to violation of Terms of Service
• Fraudulent Activity: Suspected fraudulent use of the service
• Abuse of Service: Misuse of features or attempting to circumvent usage limits

4. Refund Process

4.1 How to Request a Refund

1. Contact Support: Email us at support@diagnoze.io with your refund request
2. Provide Information: Include your account details, subscription information, and reason for refund
3. Documentation: Provide any relevant screenshots or documentation supporting your request
4. Response Time: We will respond to your request within 2-3 business days

4.2 Required Information

When requesting a refund, please provide:

• Account Email: The email address associated with your Diagnoze account
• Transaction ID: Payment transaction ID from Razorpay
• Subscription Details: Plan type and billing period
• Reason for Refund: Detailed explanation of why you're requesting a refund
• Supporting Evidence: Screenshots, error messages, or other relevant documentation

4.3 Review Process

1. Initial Review: Our support team will review your request within 2-3 business days
2. Investigation: We may investigate technical issues or verify billing problems
3. Decision: You will be notified of our decision via email
4. Processing: If approved, refunds will be processed within 5-7 business days

5. Refund Methods and Timeline

5.1 Refund Methods

• Original Payment Method: Refunds will be credited to the original payment method used
• Bank Transfer: In some cases, refunds may be processed via bank transfer
• Razorpay Credits: Refunds are processed through Razorpay's system

5.2 Processing Timeline

• Approval: Refund approval notification within 2-3 business days
• Processing: Refund processing within 5-7 business days after approval
• Bank Credit: Additional 3-5 business days for the amount to reflect in your account
• Total Timeline: Complete refund process may take up to 10-12 business days

6. Partial Refunds

6.1 Pro-Rated Refunds

In certain circumstances, we may offer pro-rated refunds:

• Mid-Cycle Cancellation: If you cancel due to service issues, you may receive a pro-rated refund for unused days
• Plan Downgrade: When downgrading from Family to Pro plan mid-cycle
• Service Interruption: Compensation for extended service outages

6.2 Calculation Method

Pro-rated refunds are calculated as:

7. Cancellation vs. Refund

7.1 Subscription Cancellation

• Immediate Effect: Cancellation stops future billing but doesn't provide refunds for current period
• Service Access: You retain access to paid features until the end of current billing period
• No Refund: Regular cancellation does not automatically qualify for refunds

7.2 Refund with Cancellation

• Service Termination: Refunds typically include immediate termination of service access
• Account Status: Your account may be downgraded to Free plan after refund processing

8. Special Circumstances

8.1 Medical Emergencies

In case of medical emergencies or health-related issues that prevent service use, we may consider refunds on a case-by-case basis with appropriate documentation.

8.2 Technical Difficulties

If you experience persistent technical difficulties that our support team cannot resolve, you may be eligible for a refund.

8.3 Service Changes

If we make significant changes to service features that substantially affect your subscription value, you may request a refund within 30 days of the change notification.

9. Dispute Resolution

9.1 Internal Resolution

• First Step: Contact our support team for refund requests
• Escalation: If unsatisfied with initial response, request escalation to management
• Final Review: Management will provide final decision on refund requests

9.2 External Dispute Resolution

• Payment Gateway: You may also dispute charges through Razorpay's dispute resolution process
• Bank Chargeback: As a last resort, you may initiate a chargeback through your bank
• Legal Action: Disputes may be resolved through appropriate legal channels

10. Contact Information

For refund requests or questions about this policy:

11. Policy Updates

11.1 Changes to Policy

• We may update this Refund Policy from time to time
• Changes will be communicated via email and app notifications
• Continued use of service after changes constitutes acceptance

11.2 Grandfathering

• Existing subscriptions will be subject to the refund policy in effect at the time of purchase
• New policy terms apply to future subscriptions

12. Legal Compliance

This Refund Policy complies with:

• Consumer Protection Act, 2019 (India)
• Information Technology Act, 2000 (India)
• Reserve Bank of India (RBI) guidelines for digital payments
• Razorpay's refund and dispute resolution policies

13. Fair Usage

13.1 Abuse Prevention

• We reserve the right to deny refunds for suspected abuse of this policy
• Multiple refund requests may be subject to additional scrutiny
• Fraudulent refund requests may result in account termination

13.2 Good Faith

• All refund requests should be made in good faith
• We expect honest and accurate information in refund requests
• Misrepresentation may void eligibility for future refunds