Cancellation & Refund Policy

Every clinic starts with a 7-day free trial and no card is required to begin it. The trial is the intended way to judge whether Sateline ClinicOS suits your practice — it is a complete working clinic, not a restricted demonstration, so nothing is held back for you to discover after paying.

Sign in as the clinic owner and go to Settings → Subscription → Cancel subscription. You will be asked why you are leaving; the answer is optional and does not change what happens.

Cancellation takes effect immediately in the sense that no further payment is taken — your UPI Autopay mandate stops. You do not need to email us, and we will not try to talk you out of it before processing it.

• You keep full access until the end of the cycle you have paid for. Cancelling on the 3rd of a month you have already paid for does not cut you off on the 3rd.
• When that cycle ends, the clinic becomes read-only for 90 days. Everything is still there and still openable — you simply cannot create new patients, appointments, invoices or prescriptions.
• A visit already underway when access ends can still be completed and billed. We do not strand a patient mid-consultation.
• You are emailed three times across the 90 days, reminding you to take your data.
• After that window, the owner may ask us to erase the clinic. Erasure is carried out by a person at our end, never automatically. Invoices are retained with patient details stripped out, because Indian tax law requires numbered invoices to be kept; clinical records are destroyed.

The privacy policy describes retention and erasure in full.

We do not refund subscription payments for a cycle that has already begun. When you cancel, you keep the service you paid for until that cycle runs out, and no further payment is taken. We do not offer partial or pro-rata refunds for unused days.

The 7-day free trial exists so that no clinic has to pay to find out whether the software suits it.

We will refund, in full and without argument:

• a payment taken twice for the same billing cycle;
• a payment taken after you cancelled;
• a payment taken at the wrong amount, to the extent of the excess; and
• any payment taken through a billing error on our side, whoever spots it first.

Write to support@example.com with the clinic name and the payment date. We aim to confirm within 3 working days, and an approved refund is returned to the original payment method — typically 5 to 7 working daysfor it to appear, which is the payment processor’s timeline rather than ours.

At any time — while subscribed, during the read-only window, and without asking us — the clinic owner can download a complete copy of everything the clinic holds from Settings → Export: every table as a spreadsheet file, and every stored file, in a single archive.

This is deliberately not something you have to cancel to obtain, and not something we have to approve. An export available only on the way out is not a right.

The one-time ₹499WhatsApp setup charge pays for work done once, by hand, on your clinic’s behalf: registering your number, getting your business verified with Meta, and submitting your message templates for approval.

It is not refundable once that work has been carried out, including where Meta subsequently declines a template or your verification. If you have paid it and we have not yet begun, it is refunded in full. It is charged once and never recurs, and the per-message cost is billed to you by Meta directly rather than by us.

Money your patients pay you does not pass through us — it settles into your own payment account directly. A refund to a patient is therefore between you and them, issued from your account. We can show you what was recorded against an invoice, but we cannot reverse a payment we never held.

Anything about a charge, a cancellation or an export: support@example.com, Monday to Saturday, 9:00 am to 7:00 pm IST. Postal address and phone number are on the contact page.