Cancellation and Refund Policy

1. Overview

Merina HMS Private Limited ("Company", "we", "us") offers subscription-based software services. This policy outlines the terms for cancellation and refunds applicable to our subscription plans.

2. Free Trial

• New users are eligible for a 14-day free trial of select features
• No payment information is required to start a trial
• Trial automatically expires after 14 days with no charges
• No refunds applicable as no payment is made during trial

3. Subscription Cancellation

3.1 How to Cancel

You may cancel your subscription at any time through:

• Self-Service: Settings → Subscription → Cancel Subscription
• Email: Send cancellation request to billing@merinahms.in
• Support: Contact support@merinahms.in or use in-app chat

3.2 Cancellation Effect

• Cancellation takes effect at the end of the current billing cycle
• You retain access to paid features until the subscription period ends
• Auto-renewal mandate (UPI AutoPay/Card) will be cancelled
• After cancellation, your account converts to a limited free tier (Demo mode)

3.3 Data Retention After Cancellation

• Your data is retained for 30 days after subscription ends
• You may export your data during this period
• After 30 days, data may be permanently deleted
• Legal retention requirements (GST records, etc.) will be honored

4. Refund Policy

4.1 Monthly Subscriptions

4.2 Annual Subscriptions

4.3 Pro-rata Refunds (After Initial Period)

For annual subscriptions cancelled after the initial refund period, we may offer pro-rata refunds at our discretion, calculated as:

Pro-rata refunds are subject to:

• Minimum 3 full months remaining in subscription
• No violations of Terms and Conditions
• Request made in writing with valid reason

5. Non-Refundable Scenarios

Refunds will NOT be provided for:

• Account termination due to violation of Terms and Conditions
• Failure to use the Platform or underutilization of features
• Requests made after the refund eligibility period
• Subscription upgrades (difference is non-refundable)
• Add-on features or one-time purchases
• Circumstances beyond our control (force majeure)

6. Refund Process

6.1 How to Request a Refund

1. Email your refund request to billing@merinahms.in
2. Include: Account email, Transaction ID, Reason for refund
3. Our team will review within 3-5 business days
4. You will receive confirmation or clarification request via email

6.2 Refund Timeline

• Approval: 3-5 business days from request
• Processing: 5-7 business days after approval
• Bank Credit: 5-10 business days (depending on bank)
• Total Time: Up to 15-20 business days

6.3 Refund Method

Refunds will be processed to the original payment method:

• UPI: Credited to linked bank account
• Credit/Debit Card: Credited to the same card
• Net Banking: Credited to the bank account

7. Subscription Downgrades

• You may downgrade to a lower plan at any time
• Downgrade takes effect at the next billing cycle
• No refund for the difference in current period
• Features of higher plan remain until period end

8. Subscription Upgrades

• Upgrades are effective immediately upon payment
• Pro-rata charges apply for the remaining period
• Upgrade payments are non-refundable

9. Failed Payments

• We will attempt to collect failed recurring payments for up to 7 days
• Email notifications will be sent for payment failures
• Service may be suspended after continued payment failure
• No refund for partial periods due to payment failure

10. GST on Refunds

As per GST regulations:

• GST already filed with authorities may not be refundable
• Credit notes will be issued for eligible refunds
• Refund amount may be adjusted for GST compliance

11. Dispute Resolution

If you are not satisfied with our refund decision:

1. Escalate to billing@merinahms.in with "ESCALATION" in subject
2. Our senior team will review within 7 business days
3. Final escalation to legal@merinahms.in if unresolved
4. Consumer forum remedies under Consumer Protection Act, 2019 remain available

12. Contact for Billing Queries