Refund & Cancellation Policy
Version 1 · Effective 2026-10-01
- Purpose and scope — This Refund & Cancellation Policy explains how subscription cancellation, payment verification, refund requests and billing disputes are handled for DoconDuty, operated by [confirm full legal name of operator]. It applies to paid DoconDuty subscriptions and other fees charged directly by the operator, unless a separate written agreement expressly provides different terms. Fees charged independently by a clinic, doctor, laboratory, pharmacy or another third party are governed by that provider's applicable terms and are not automatically refundable by DoconDuty. Nothing in this Policy removes a right or remedy that cannot lawfully be excluded under applicable Indian law.
- Subscription and payment model — DoconDuty subscriptions may be purchased or renewed through payment methods communicated by the operator, including bank transfer, cash or other expressly accepted manual methods. Unless a particular plan expressly states otherwise, a subscription is not automatically renewed merely because a customer previously purchased it. The customer should review the invoice, quotation or subscription confirmation for the plan duration, fee, activation date and expiry date. A payment is treated as received only after the operator has reasonably verified it. Customers should retain payment receipts and transaction references and provide them when requesting verification.
- Cancellation of a subscription — A customer may request cancellation by contacting [insert verified support email] from the registered account email or through another cancellation channel expressly provided by DoconDuty. The request should include the account or clinic name, registered email, subscription or invoice reference and requested cancellation date. Do not include patient medical records unless specifically required and securely requested. We will acknowledge the request and communicate the effective cancellation date. Where the subscription has a fixed paid term, cancellation will ordinarily prevent a subsequent renewal or extension; it does not automatically create a refund for the unused portion of the existing term. If the applicable plan or written agreement provides a different cancellation right, that specific term will apply subject to mandatory law.
- Refund eligibility — A refund request will be assessed on its facts and the applicable contract and law. Circumstances that may justify a refund or adjustment include: A duplicate payment for the same subscription or invoice. A verified payment made in error or an incorrect amount charged by the operator. A payment received where the purchased subscription was not activated and the failure was attributable to the operator. A material failure to provide a paid service, where a refund or other remedy is appropriate under the contract or applicable law. Another circumstance in which a refund is required by applicable law or expressly promised in a written agreement. We may request reasonable supporting information to verify the payment and circumstances. We will assess the request fairly and communicate the outcome and any applicable remedy.
- Circumstances where a refund may not be available — Subject to mandatory law and the terms of the relevant contract, a refund may not be available solely because: A customer changes their mind after the paid service has been activated and supplied. The customer does not use the service during the subscription period. The customer cancels partway through a fixed subscription term where no pro-rata refund was promised. The customer loses access due to their own unauthorised credential sharing or material breach of the applicable terms, to the extent lawful. A third-party product or service was purchased independently and DoconDuty did not receive the relevant payment. These examples do not override consumer rights, remedies for an undelivered service, protection against an incorrect charge or any refund obligation imposed by law.
- Duplicate, failed and unverified payments — If you believe you have paid twice or that a payment has been incorrectly recorded, contact [insert verified support email] with the invoice number, payment date, amount and transaction reference. Do not send full bank-card details, passwords, PINs or one-time passwords. Where a payment is pending, delayed or not traceable, we may ask for a transaction reference or reasonable proof of payment. We will verify the transaction before issuing a refund or making a billing adjustment. A failed or unverified payment will not be represented as successfully completed. If a payment is later confirmed, we will correct the account or billing record as appropriate.
- How to request a refund — Submit a request to: Email: info@shvettechnologies.in Subject: Refund Request — DoconDuty Information to include: Account or clinic name, registered email, invoice or subscription reference, payment date, amount, transaction reference and reason for the request. We may request additional information reasonably necessary to confirm the account, payment and eligibility. We will not request unnecessary patient health information for a subscription refund. For security, refunds should normally be made to the original payer or original payment source where feasible and lawful. Any alternative method may require verification to prevent fraud or payment diversion.
- Review and processing timelines — We aim to acknowledge refund requests within [insert operationally achievable acknowledgement period] and communicate a decision within [insert review period] after receiving the information reasonably needed to assess the request. Where a refund is approved, we aim to initiate it within [insert approved processing period]. The time for the funds to appear depends on the bank or payment provider and may vary. These periods must reflect the operator's actual staffing, accounting process and payment arrangements. Any shorter deadline imposed by applicable law or a binding contract will take precedence. If additional investigation is necessary, we will communicate the reason for the delay and the next expected update where practicable.
- Refund method and confirmation — Approved refunds will ordinarily be returned through the original payment method or to the verified payer, where feasible and lawful. For manual payments, the operator may need to coordinate a bank transfer or another verified method. The customer may be asked for the minimum information necessary to complete that transfer securely. We will communicate the approved amount, refund method and initiation status. A refund is considered initiated only after the relevant payment instruction has actually been submitted; an acknowledgement of the request is not confirmation that the refund has been processed.
- Cancellation due to service issues — If a customer believes a material service issue prevented them from using a paid feature, they should contact support with the relevant dates, affected feature and a description of the issue. We may investigate service logs and other relevant information. Depending on the circumstances, the available remedy may include troubleshooting, restoration of access, an extension, a billing adjustment or a refund where appropriate. No remedy under this section limits a customer's mandatory legal rights. We will not promise a particular remedy before the issue has been reviewed.
- Subscription expiry and data access — A cancellation or expiry may result in loss of access to paid functionality according to the applicable plan and agreement. Customers should export or request any records they are lawfully entitled to retain before access ends. The availability, format and timing of data export depend on the features actually provided and applicable legal obligations. Expiry or cancellation does not authorise the destruction of clinical records that must be retained under applicable law. Conversely, it does not guarantee indefinite access to the platform or continued storage beyond the periods lawfully and contractually required.
- Third-party charges — This Policy covers amounts charged by DoconDuty itself. If a clinic, doctor, laboratory, pharmacy, bank or other third party charged you independently, contact that provider or payment institution regarding its charge. Where DoconDuty has collected money as an authorised intermediary under a written arrangement, the applicable contract and law will determine which party is responsible for the refund.
- Complaints and escalation — If you disagree with a refund decision or believe a payment has not been handled correctly, contact: Billing/support email: info@shvettechnologies.in Grievance contact: +91-7486904838 Postal address: 401-The Ikon Building, Shadhuvasvani road, rajkot -5 Website: https://doconduty.net Include the original request reference, invoice or transaction reference and a concise explanation of the issue. We will review the complaint and respond within the period required by applicable law. Nothing in this Policy prevents a customer from approaching an appropriate consumer forum, regulator, bank or other competent authority where legally entitled to do so.
- Changes to this Policy — We may update this Policy to reflect changes to our subscription model, payment methods, service features or applicable law. The updated version will be published with its effective date. Where a change materially affects an existing paid subscription, we will handle it in accordance with the applicable contract and law. A revised Policy will not retrospectively remove a refund right that has already accrued where doing so is prohibited by law.
- Applicable law — This Policy is governed by applicable laws of India, including relevant consumer-protection and contract legislation, subject to mandatory statutory rights and remedies.