This policy explains how subscription charges, cancellations and refunds work for DocKit Care (Sole Proprietorship), the clinic and hospital management software. It applies to every plan purchased on this website or inside the DocKit Care applications.
1. What you are paying for
DocKit Care is sold as a software subscription (SaaS). You are paying for access to the platform for a billing period, not for a physical product. Nothing is shipped, so no delivery or shipping charges apply to any plan.
- Plans are billed monthly or annually, in advance, in Indian Rupees (INR).
- All prices shown on the pricing page are inclusive of applicable taxes unless the page states otherwise. A GST invoice is issued for every successful payment.
- Optional add-on modules and extra user seats are billed on the same cycle as your base plan.
2. Free trial
Paid plans may be preceded by a free trial. No payment instrument is charged during the trial. If you do not upgrade before the trial ends, the workspace simply moves to a read-only state — you are never auto-charged for a trial you did not convert.
3. Cancelling your subscription
You can cancel at any time from Settings → Billing inside your DocKit Care workspace, or by emailing support@dockit.care. Cancellation requests are acted on within 2 working days.
- Cancelling stops the next renewal. Your workspace stays fully usable until the end of the period you have already paid for.
- Cancelling partway through a period does not, by itself, create a refund for the unused part of that period — see section 4 for when a refund does apply.
- There is no cancellation fee and no lock-in beyond the period you have paid for.
4. When you get a refund
Beyond that first-purchase window, refunds are issued in these cases:
- Duplicate payment: you were charged more than once for the same billing period. The extra charge is refunded in full.
- Incorrect amount: you were charged an amount other than the plan price you selected. The difference is refunded in full.
- Failed activation: your payment succeeded but the workspace or module was not activated, and we could not fix it within 7 working days of you reporting it.
- Extended outage: a continuous, verified platform outage of more than 72 hours that is attributable to us. We refund that billing period on a pro-rata basis.
5. When a refund does not apply
- Annual plans cancelled partway through the year, outside the 14-day first-purchase window. Access continues until the end of the paid term instead.
- Periods during which the workspace was available to you and used, where the complaint is that the software was not adopted internally.
- Downtime caused by your own internet connection, device, local network, or by a third party you asked us to integrate with.
- Accounts suspended or terminated for breach of the Terms of Service, including misuse of patient data.
- Custom development, data migration or onboarding work that has already been delivered.
6. How refunds are processed
- Refunds are approved or declined within 5 working days of us receiving the request, and you are told the outcome in writing either way.
- Approved refunds are initiated within 3 working days of approval, to the original payment method only. We cannot redirect a refund to a different card, UPI ID or bank account.
- After we initiate it, your bank or card issuer typically credits the amount within 5 to 10 working days. This last leg is controlled by the bank and the payment gateway, not by us.
- Refunds are made in INR for the amount charged. We do not reimburse separate bank charges or currency-conversion losses applied by your own bank.
7. Failed and pending payments
If an amount is debited but the subscription does not activate, the payment has usually failed at the gateway and is auto-reversed by your bank within 5 to 7 working days without any action from you. If it has been longer than that, email us the transaction reference and we will trace it with the gateway.
8. How to raise a refund request
- Email support@dockit.care from the email address registered on the account.
- Include the payment date, amount, and the transaction or order reference from your receipt.
- Tell us briefly which of the situations in section 4 applies.
We acknowledge every request within 1 working day.
9. Grievance redressal
If a refund request is not resolved to your satisfaction, escalate it to our Grievance Officer, who responds within 15 days as required under Indian consumer protection and IT rules.
- Email: grievance@dockit.care
- Phone: +91 78000 38366 (Mon–Sat, 9:00–18:00 IST)
- Address: Vaishali Nagar, Jaipur 302021, Rajasthan, India
10. Contact
DocKit Care (Sole Proprietorship).
Vaishali Nagar, Jaipur 302021, Rajasthan, India
Billing queries: support@dockit.care · +91 78000 38366