Refund Policy

Defines eligible and non-refundable items, subscription handling, trial activation fee treatment and processing timelines.

Status: Draft for professional legal review — not yet in force. Version: 1.0-draft · Effective date: [To be set at publication]

1. Purpose

This Refund Policy explains when refunds are available for payments made on the CareStep platform ("Platform"). It forms part of the Terms & Conditions.

2. Definitions

Capitalised terms used in this document (Activation Fee, Subscription, Trial, Customer, Business Network Member) have the meanings given in the Terms & Conditions, Clause 2, and the Trial Terms.

3. Scope

This Refund Policy applies to payments made directly to CareStep through the Platform (the Activation Fee and Subscription fees). It does not govern payments between Customers and Business Network Members made outside the Platform.

4. General principle

CareStep provides technology services, not the underlying goods or services exchanged between Customers and Business Network Members. Refunds for work, services or goods provided by a Member are governed by the agreement between the Customer and that Member, not by this Policy. See the Customer Terms and the Disclaimer.

5. Trial activation fee

• The ₹399 Activation Fee is a one-time Business Activation & Verification Fee and is non-refundable, except:
  • Where required by applicable law; or
  • Where CareStep determines, in its discretion, that the Trial was activated erroneously (for example, duplicate or fraudulent activation).
• See the Trial Terms.

6. Subscriptions

• Cooling-off: you may request a refund of a Subscription payment within [7 — to be confirmed] days of purchase if the Subscription has not been materially used. [Legal review note: confirm the cooling-off window and any statutory rights under consumer-protection law.]
• No partial refunds for partially used billing periods, unless required by law.
• Downgrades do not generate refunds for the current period (see the Subscription Terms).
• Cancellation of renewal stops future charges; it does not refund the current period (see the Cancellation Policy).

7. Non-refundable items

• The Activation Fee (except as provided in Clause 3).
• Fees for services already rendered or access already provided.
• Any amounts paid by a Customer directly to a Member.
• Any fees charged by third-party payment gateways.

8. Processing timelines

• Refund requests are processed within [7–15 — to be confirmed] business days of approval.
• Approved refunds are returned through the original payment method where possible; the gateway's processing time may add to the timeline.
• CareStep will notify you by email once the refund is initiated.

9. How to request a refund

Submit a request through the Grievance Policy process with your account details, payment reference and reason.

10. Fraud & abuse

Refunds may be refused where the request is fraudulent, abusive or an attempt to circumvent the Acceptable Use Policy.

11. Contact

For questions about this Policy, contact us as set out in the Grievance Policy.

12. Revision & version control

• Version: 1.0-draft
• Last reviewed: [To be confirmed]
• Effective date: [To be set at publication]
• This is a draft for professional legal review. Do not publish or rely on it in production until reviewed and issued.
• Contact: see the Grievance Policy.