Refund & Cancellation Policy

A trial does not ask for a card and does not turn into a paid subscription by itself. When it ends you either subscribe or the account becomes read-only — nothing is charged without you choosing a plan.

Your data from the trial carries over if you subscribe, and is deleted on the schedule below if you do not.

Sign in as the clinic owner and cancel from Settings → Subscription. You can also write to [email protected] from the email address on the account, and we will do it for you and confirm in writing.

Cancellation stops the next renewal. It does not end your current period: you keep full access until the period you have paid for runs out.

Part-used month or year

Not refunded. You keep access to the end of the period instead.

Charged after you cancelled

Refunded in full. Tell us and we will correct it.

Charged twice for the same period

The duplicate is refunded in full.

A material capability of your plan removed mid-term

Pro-rata refund of the unused period if you choose to cancel because of it, as set out in the Terms.

Extended outage beyond our SLA commitment

Service credits as set out in the SLA.

Add-on message credits already consumed

Not refunded once sent; unused credits are not cash.

We do not refund because a clinic did not use the software it subscribed to. If it is not working for you, tell us early — we would rather fix it or let you go than take money for something unused.

Approved refunds are sent to the original payment method. We initiate within 3 working days of approving, and the money usually appears within 7 to 10 working days depending on your bank or card issuer.

Refunds are made in Indian rupees. Taxes already paid are adjusted or refunded as the law allows.

This one catches people out, so it is worth being precise. When a patient pays your clinic — at the counter or online — that money is your clinic’s revenue, not ours. Whether to refund it is your decision and it is made from your side.

• If you use your own Razorpay or Cashfree account, refund from your gateway dashboard as you already do, and record it against the bill in Sqavio.
• If Sqavio collects on your behalf, ask us to refund a specific payment and we will process it to the patient; the amount is adjusted against your next payout.
• The platform fee on a refunded transaction is returned to you when the gateway returns it to us. Where a gateway keeps its own charge on a refund, we cannot return what we did not receive.

Your own refund terms to patients are yours to set and publish. We do not decide them, and we do not stand between you and your patient.

We keep your clinic’s data for 30 days after the paid period ends so you can export it or change your mind. After that it is deleted from live systems, and backup copies age out within a further 60 days.

Export before that window closes. If you need longer for a genuine reason — a handover, a dispute, a regulator — ask us in writing before the 30 days run out and we will hold it.

Invoices and accounting records are kept for as long as tax law requires, regardless of cancellation. The privacy policy sets out retention in full.

Write to [email protected] with the invoice number before raising a chargeback with your bank. We answer billing questions within 3 working days, and a genuine mistake gets refunded without argument. If we cannot agree, the grievance route is open to you.