Refund Policy
Please read these refund terms carefully before using the Live Doctors platform.
Effective Date: 01/01/20025 (01 January 2025)
This Refund Policy outlines the terms governing refunds related to the use of the Live Doctors platform (“Platform”), a subscription-based SaaS product offered by Prgenix Consultants LLP, a company incorporated under the laws of India and having its registered office at Noida, Uttar Pradesh ("Company").
By subscribing to or using the Platform, the user ("Doctor" or "User") agrees to abide by this Refund Policy, which forms an integral part of the Terms of Service of the Platform.
1. No Refund Policy
All subscription fees paid towards monthly, quarterly, or annual plans of the Platform are non-refundable. Once a payment has been successfully processed, no refund (full or partial) will be issued under any circumstance, including but not limited to:
- Voluntary cancellation by the User before the end of the billing period
- Non-usage, low usage, or perceived underperformance of the Platform
- Change in medical practice, employment, or clinic closure
- Technical incompatibility due to local hardware/software issues
- Termination of account for breach of Terms of Service or law
The Platform is a digital service delivered on-demand and not a physical product. As such, the User acknowledges that fees are paid in exchange for access and license to use the service, irrespective of the level of usage.
2. Free Trial & Satisfaction Window
To ensure that the User has adequate opportunity to evaluate the Platform, Live Doctors offers a free trial of 7 to 15 days (subject to plan eligibility and activation). Users are encouraged to fully explore the platform during this trial period before opting for a paid subscription.
In case of an accidental or unintentional payment during the trial period, a 24-hour cancellation window is available. If a refund request is raised within this window and approved by the Company, the amount will be refunded to the User’s original payment source within 5 business days.
- No refund will be issued after this 24-hour window.
3. Auto-Renewals and Cancellation Responsibility
Subscriptions may be set to auto-renew by default. It is the sole responsibility of the User to:
- Disable auto-renewal before the renewal date, and
- Cancel their subscription through the dashboard or written request before the next billing cycle starts
- Refunds will not be entertained for automatic renewals that occurred due to the User’s oversight or delay.
4. Chargebacks, Disputes, and Account Actions
Initiating a chargeback or payment dispute through a payment gateway or bank without contacting the Company first constitutes a breach of this Refund Policy.
In such cases, the Company reserves the right to:
- Suspend or permanently terminate the User's access to the Platform
- Recover legal fees or platform losses resulting from false chargebacks
- Engage relevant authorities or initiate legal proceedings under applicable Indian laws
5. Exceptions in Compliance
The Company reserves the right, in its sole discretion, to consider a refund or partial credit in extraordinary cases, such as:
- Duplicate charges verified by payment gateway logs
- Transaction failure with payment deducted
- Service disruption lasting more than 48 consecutive hours without resolution
- Any such exception will be granted without precedent and does not create any obligation for future refunds.
7. Contact Information
If you have any questions about these Terms of Use, please contact us through our contact page.