Refund & Cancellation Policy

1. Our Commitment

We want you to be satisfied with every product and service from Oronzo. If something isn't right, write to us first at hello@oronzo.io — most issues are resolved quickly without the need for a refund. Where a refund is appropriate under this Policy, we will process it transparently and within the timelines below.

2. Subscription Services

2.1 Free Trials

• No charges are made during a free trial.
• You may cancel before the trial ends to avoid being billed for the first paid period.
• Once a trial converts into a paid plan, the rules for monthly or annual subscriptions (whichever you have selected) apply.

2.2 Monthly Subscriptions

• You may cancel at any time from your account settings; cancellation takes effect at the end of the current billing cycle.
• No prorated refunds are issued for unused days within a paid month, as is standard practice for SaaS services.
• Charges resulting from auto-renewal can be refunded only if a written cancellation request is received within 72 hours of the renewal charge and the service has not been substantively used in that period.

2.3 Annual Subscriptions

• Full refund if cancelled within 14 calendar days of the initial purchase, provided no abuse of service has occurred.
• After 14 days, a prorated refund may be considered for the unused full months remaining, less any discount you received for committing to an annual term and less any setup or onboarding fees.
• Annual auto-renewals can be refunded if a cancellation request is received within 7 calendar days of the renewal charge and the service has not been substantively used in that period.

3. One-Time Purchases

• Refund requests for one-time purchases must be submitted within 7 calendar days of the purchase date.
• Refunds are granted only where (a) the deliverable was materially defective, (b) the service was not delivered as described, or (c) a verifiable technical failure on our side prevented you from accessing the service.
• Where a purchase has already been fully delivered, downloaded, accessed, or consumed, refunds are not available unless required by Applicable Law.

4. Non-Refundable Items

The following are not eligible for refunds under this Policy:

• Setup, onboarding, configuration, training, and migration fees;
• Custom development, consulting, and professional-services fees once delivered;
• Add-ons or premium features that have been activated, downloaded, or substantively used;
• Charges arising from your breach of our Terms & Conditions or Applicable Law;
• Charges for periods that fall outside the eligible refund window;
• Convenience fees, payment-gateway charges, or third-party processing fees retained by payment partners and not by Oronzo;
• Goods & Services Tax (GST), wherever not eligible for refund under Applicable Law.

5. Product-Specific Rules

5.1 Curex24 — Telemedicine

• Consultation fees are non-refundableonce the consultation has been initiated with the Registered Medical Practitioner (RMP), as the RMP's time has been consumed.
• If a scheduled consultation cannot proceed due to a fault on the RMP / platform side (e.g., RMP unavailability, prolonged technical failure), you may at your option choose a free reschedule or a full refund.
• Cancellation by the User more than 30 minutes before the scheduled slot: eligible for full refund.
• Cancellation by the User within 30 minutes of the scheduled slot or no-show: non-refundable.
• Pharmacy & diagnostic orders are subject to the cancellation and refund policy of the relevant partner pharmacy or laboratory; Oronzo will facilitate the request but is not the merchant of record for such orders.

5.2 Curex24 Clinic — Clinic SaaS

• Subscription fees follow Section 2 (monthly / annual rules).
• Implementation, data-migration, and customisation fees are non-refundable once work has commenced.

5.3 F-Cube — Financial Infrastructure

• Subscription fees follow Section 2.
• Per-transaction processing fees retained by underlying banks, payment aggregators, NBFCs, or networks are non-refundable.
• Where a transaction fails but is debited from the customer's bank account, the amount is automatically reversed by the bank within 5–10 business days as per RBI Turn-Around-Time (TAT) circulars.

5.4 Oronzo Desk & Retro Board

• Standard subscription rules in Section 2 apply.
• Enterprise contracts (negotiated, signed Master Service Agreements) are governed by the cancellation and refund terms set out in the relevant Order Form or MSA, which prevail over this Policy.

6. How to Request a Refund

1. Email us at hello@oronzo.io with the subject line "Refund Request — [Product Name] — [Order/Invoice No.]".
2. Include your registered name, registered email address / phone number, order or invoice number, date of payment, mode of payment, and a clear description of the reason for refund.
3. Attach supporting evidence where applicable (e.g., screenshots, error logs, bank statement excerpts).
4. Do not initiate a chargeback before contacting us; see Section 10.

7. Acknowledgement & Resolution Timelines

In compliance with Rule 4(2) and Rule 5(3) of the Consumer Protection (E-Commerce) Rules 2020:

• Acknowledgement: within forty-eight (48) hours of receipt of your request.
• Decision: communicated within five (5) business days.
• Final resolution: within one (1) month from receipt of the complaint.

8. Mode of Refund

• Approved refunds are credited back to the original payment instrument used for the transaction.
• If the original payment method is no longer active (e.g., expired card, closed account), the refund will be issued via NEFT/UPI to a verified bank account in your registered name.
• Processing time after approval is typically 7–14 business days. The actual time taken for the amount to reflect in your account depends on your bank or card network.

9. Taxes (GST)

Goods and Services Tax (GST) charged on the original invoice is refundable only where Applicable Law permits, and will be processed in accordance with the CGST/SGST/ IGST rules. For business customers who have claimed input tax credit, the customer shall reverse the credit and provide a written confirmation before the GST component can be refunded.

10. Chargebacks

We strongly recommend contacting us before initiating a chargeback with your card issuer or bank. Chargebacks raised without first giving us a reasonable opportunity to resolve the issue may result in (a) suspension of your account, (b) recovery of the disputed amount together with associated bank fees, and (c) reporting of the event to fraud-detection networks. We will always work in good faith to resolve genuine complaints.

11. Failed or Duplicate Transactions

If money is debited from your account but the transaction is reported as failed, or if you are charged twice for the same order, the duplicate / failed amount is automatically reversed by the bank or payment gateway within 5 to 10 business days, in line with the RBI's Harmonisation of Turn-Around-Time circular. If the reversal does not appear within that period, write to hello@oronzo.io with the transaction reference and bank statement excerpt and we will pursue it on your behalf.

12. Grievance Redressal

If you are not satisfied with the resolution provided, you may escalate to our Grievance Officer (designated under Rule 4(1) of the Consumer Protection (E-Commerce) Rules 2020 and Rule 3(2) of the IT Rules 2021):

You may also approach the National Consumer Helpline by dialing 1915 or visiting consumerhelpline.gov.in or file a complaint at e-Daakhil before the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

13. Changes to this Policy

Oronzo may update this Policy from time to time. Changes take effect on the effective date shown above. Purchases made before a change takes effect are governed by the version of the Policy in force at the time of purchase.

14. Contact Us

For refund requests, billing questions, or feedback on this Policy: