Refund & Cancellation Policy

Effective Date: 29 April 2026  ·  Last Updated: 29 April 2026  ·  Version 1.0

This Policy explains the limited circumstances under which ORALZY ("we", "us", "our") will or will not refund subscription fees paid by you ("Customer", "you") for the ORALZY service ("Service"), and how you may cancel your subscription. By signing up for a paid plan, you expressly accept the no-refund terms set out below.

1. Quick Summary

2. 14-Day Free Trial

Every new clinic receives a 14-day free trial from the date of account creation. The trial is the Customer's opportunity to evaluate the Service in full before committing to a paid plan.

• No payment, credit card, or debit instrument is required to start the trial.
• You can use all production features applicable to your selected plan tier during the trial.
• You may cancel at any time during the 14 days at zero cost — no charge will ever be raised against you for the trial.
• If you do not actively subscribe before the trial ends, your account moves to read-only mode; no automatic charge is applied without an explicit, separate subscription action by you.

3. No-Refund Policy on Paid Subscriptions

All subscription fees and one-time charges paid to ORALZY are final and non-refundable. This includes, without limitation:

• Monthly subscription fees;
• Annual / multi-year subscription fees, in whole or pro-rata;
• Per-branch, per-user, or per-doctor seat fees;
• Add-on module fees (e.g. WhatsApp Business API integration, AI X-ray module, Veeransh AI usage, lab portal, patient portal, pharmacy module);
• SMS, WhatsApp, email, voice, or other communication credits, whether consumed or unconsumed;
• One-time onboarding, training, data-migration, or implementation fees;
• Custom development, integration, or professional-services charges;
• Fees for premium support tiers;
• Applicable taxes (including GST) charged on any of the above.

The no-refund position applies regardless of:

• whether you have used the Service in the relevant billing period;
• whether you accidentally renewed, forgot to cancel, or were charged on an auto-renewal you intended to disable;
• whether your clinic closed, relocated, downsized, or stopped operations;
• whether a particular staff member or doctor has left the clinic;
• whether you decided to migrate to a competitor or in-house solution.

4. Cancellation

4.1 How to cancel

You can cancel your paid subscription at any time from Settings → Billing → Cancel Subscription inside your ORALZY account, or by emailing [email protected] from the registered admin email. Cancellation requests sent from non-admin email addresses will not be processed for security reasons.

4.2 Effect of cancellation

• Auto-renewal is stopped immediately upon cancellation.
• Your subscription remains active, and you retain full access to the Service, until the end of the billing period you have already paid for.
• No refund — full or pro-rata — is issued for the unused portion of the period.
• After the paid period expires, the account moves to read-only mode for ninety (90) days to allow you to export your data (see §8).
• After the 90-day export window, ORALZY may permanently delete clinic data in line with the Privacy Policy and applicable retention obligations.

4.3 Downgrades

You may downgrade to a lower-tier plan at the start of the next billing cycle. Downgrades within an active billing period do not generate a refund or pro-rata credit for the difference.

5. Statutory & Limited Exceptions

Notwithstanding §3, ORALZY will issue a refund in the following narrowly-defined cases, where required by Indian law or by the relevant payment-processor rules:

5.1 Duplicate charge / technical billing error

If you are charged twice for the same billing cycle, or if a clear billing error attributable to ORALZY or our payment processor results in an over-charge, the duplicate or excess amount will be refunded to the original payment instrument within 7–14 working days of confirmation, after deducting any non-recoverable payment-gateway fees where permissible.

5.2 Total non-delivery of service

If you have paid for a subscription period and the Service was wholly inaccessible to you for the entirety of that paid period due to a fault solely attributable to ORALZY (and not to your network, device, account suspension, or breach of the Terms), you may apply within thirty (30) days of the period end for a refund of that paid period. Partial outages, planned maintenance, performance degradations, and third-party-platform outages (e.g. Meta WhatsApp, Razorpay, Google, AWS, Cloudflare) are not a basis for refund and are governed instead by §6 (Service Credits).

5.3 Unauthorised payment

If your card or UPI was charged without authorisation due to a fraud event, you must report it within seven (7) days of the charge date, and pursue the dispute first with your issuing bank in line with RBI guidelines. ORALZY will cooperate with the investigation and reverse the relevant charge if your bank confirms the fraud.

5.4 Refund not available for

• Change of mind or dissatisfaction after the trial.
• Failure to cancel before auto-renewal.
• Loss or corruption of data caused by the Customer or its users.
• Account suspension or termination resulting from your breach of the Terms of Service or Acceptable Use Policy.
• Inability to use the Service because of inadequate hardware, internet connectivity, browser, or operating-system on the Customer's side.
• Fees paid to third-party providers (Meta, Razorpay, OpenAI, Anthropic, Google, etc.) and passed through by ORALZY.

6. Service Outages & Service Credits

ORALZY targets 99.9% monthly uptime for the production Service, measured by ORALZY's monitoring systems and excluding scheduled maintenance and force-majeure events. Where uptime in a calendar month falls below 99.9% due to a fault solely attributable to ORALZY, you may, on written request submitted within thirty (30) days of the affected month, receive a service credit as follows:

7. Chargebacks & Disputes

If you have a billing concern, please contact [email protected] first. We commit to acknowledging your query within two (2) business days and resolving it within fifteen (15) business days.

Initiating a chargeback or payment-dispute with your bank or card network without first contacting ORALZY may result in:

• Immediate suspension of your account pending dispute resolution;
• Recovery from you of any chargeback fees and processor penalties incurred by ORALZY;
• Forfeiture of any service credits or unused balance on your account;
• If the chargeback is found to be illegitimate, restoration of the disputed amount as a debt payable to ORALZY.

8. Data Export After Cancellation

Independent of refund rights, ORALZY guarantees the following data-portability rights to every paying or formerly-paying clinic:

• You may export patient records, treatment notes, billing data, and uploaded files at any time during an active subscription via the in-app export tools.
• For a period of ninety (90) days after cancellation, expiry, or non-renewal, your account remains in read-only mode so that you can complete any final exports.
• On written request from the registered admin email, ORALZY will provide one (1) free full data export in CSV/JSON format during the 90-day window.
• After the 90-day window, ORALZY may permanently delete clinic data in accordance with the Privacy Policy, the DPDP Act 2023, and applicable record-retention obligations.

9. Taxes & GST

All subscription fees are quoted in Indian Rupees (INR) and are exclusive of taxes unless stated otherwise. Goods and Services Tax (GST), at the applicable rate, will be added to invoices for Indian customers. Where a refund is issued under §5, the refund amount will include the corresponding GST proportionate to the refunded amount, in accordance with applicable GST law and any credit-note requirements.

10. Changes to This Policy

ORALZY may update this Refund & Cancellation Policy from time to time. Material changes will be communicated by email to the registered admin contact and/or by an in-app notice at least fifteen (15) days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the revised Policy. The version applicable to a particular subscription cycle is the version in force when that cycle's payment is taken.

11. Grievance & Contact

Any dispute arising out of or in connection with this Policy shall be governed by the laws of the Republic of India and shall be subject to the exclusive jurisdiction of the competent courts located in the registered city of operation of ORALZY, without prejudice to any non-derogable consumer-protection rights you may have under applicable law.