Refund and cancellation policy

Version 2026-12-11

This policy applies to payments made to improveFX Technologies Private Limited for Nabhaya subscriptions, WhatsApp message credits, storage packs and add-ons. It forms part of the Nabhaya Terms of Service.

1. Free trial

New clinics get a free trial. We never ask for payment details or an automatic-payment approval to start or keep a trial, and a trial never turns into a paid plan by itself: nothing is charged when it ends, and the account stays limited until a plan is bought.

2. Subscriptions

Plans are prepaid for the period shown at checkout (normally 12 months). Prices are shown before payment, with GST shown separately.
We charge you automatically only if you turn on automatic payment (section 2A). Otherwise, when a period ends you renew by paying again, and we remind you before the end date.
Add-ons, extra seats and storage packs end with the paid year they were bought in (one year of a longer prepaid term), whether or not you renew your plan, and keep working for 7 days after, so you can renew them. They renew automatically only if automatic payment is on and you kept them ticked (section 2A); otherwise you buy them again for the new period. Bought during the free trial, they carry on to the first paid year of the plan you activate. Moving to a plan that includes an add-on ends it, and a refunded purchase ends when the refund is made; these end at once, without the 7 days.
Moving to a bigger plan starts a new 12-month term on the day you pay. The unused days of your current term are credited through a GST credit note against your earlier invoice (their value before GST, plus the GST on it), and you pay the difference. Any credit above the new plan's price is added to the new term as extra days; it is not paid out.
A smaller plan can be bought when you renew, from 45 days before your current plan ends. It starts when the current term ends.
You can stop renewing at any time, or ask to close your account, from Account Settings. Stopping renewal or asking to close your account also turns off automatic payment. Your plan stays active until the end of the period you paid for.

2A. Automatic payment (optional)

Off unless you turn it on. Where Nabhaya offers it, a clinic administrator or another user with billing access can turn it on in Settings → Billing, after a plan has been paid for, by approving a mandate with your bank (e-mandate / eNACH), your card or your UPI app. It is never pre-selected and never needed for a trial, a purchase or a coupon.
What we charge. The renewal of the plan you will be on for your next term, for 12 months, at the price on the renewal date plus GST, less a coupon issued to your clinic that is valid for it (for example a referral reward; never a public code). Separately, the add-ons, extra seats and storage packs you kept ticked (all you have, unless you untick them), on the day they end, which is when your new term, or the next year of a longer prepaid term, starts. Each payment is no more than the limit you approved and no more than the amount in our last notice; if a renewal would cost more, we don't charge it and ask you to approve again or pay yourself.
What we never charge automatically: a trial, your first paid plan, an upgrade, message credits, or anything you did not keep ticked.
When. We request the plan renewal between 3 and 10 days before your plan ends (our notices give the exact date), or straight away if you turn automatic payment on later than that; your bank may take up to 3 working days to complete it. Add-ons, seats and storage are requested on the day they end; they keep working for 7 days after, so there is no break while the payment completes. We may pause automatic payment for all clinics, for example if our payment partner has a problem; while it is paused nothing is requested (a payment already sent to your bank may still complete), Settings → Billing says so, and you renew in Billing as usual.
Notice. Before each plan renewal we email your clinic administrators and show a notice in Nabhaya 30 days and 7 days ahead, with the amount, the date, what it pays for, any coupon used, and how to skip it or turn automatic payment off. If you turn automatic payment on less than 7 days ahead, the confirmation we send then gives the amount and date. Add-ons that end during a longer prepaid term get a notice 7 days ahead. Your bank or UPI app may also notify you before each debit. Card and UPI payments above ₹15,000 must be approved by you in your bank or UPI app each time; bank e-mandates need no further approval.
If a payment fails, no money is taken for that attempt, and we tell you. We may try a plan renewal again up to two more times, the last no later than 3 days after your plan ends (bank e-mandates allow a retry only some days after a failure). After that we stop, and you can renew by paying yourself. A failed payment for add-ons, seats or storage is not tried again; buy them again in Billing while they keep working.
Skip a renewal before we request it, or turn automatic payment off, at any time in Settings → Billing with no reason needed, or by cancelling the mandate in your bank or UPI app. A payment already sent to your bank before you turned it off may still complete; if it renews your plan, you can then cancel that renewal as described below. Turning automatic payment off does not end your plan.
Changed your mind after an automatic renewal? Until the renewed term starts, and as long as you have not changed or extended your plan since, cancel it in Settings → Billing. We refund the full amount to the original payment method with a GST credit note and remove the renewed term, so your plan ends on the date it would have ended without it; any coupon value used is restored. Add-ons, seats and storage start on the day they are charged and are not refundable.
Our payment partner (currently Razorpay) processes these payments and holds the mandate. A mandate stays with the partner you approved it with and is never moved to another partner; if we change partner, a new mandate is set up with the new one only if you approve it.

3. Refunds

Subscriptions, message credits, storage packs and add-ons are not refundable once paid. This includes unused time, unused credits and unused storage, and applies when you stop renewing, cancel or close your account, except a plan renewal charged automatically that you cancel before it starts (section 2A).
Apart from that, the only exception is money taken in error: if you were charged twice for the same purchase, charged more than the invoice amount, money left your account but the purchase was not applied, or a renewal was charged automatically after the same renewal was already paid another way. We review each case by hand and refund the duplicate or extra amount in full.
A payment that failed is normally reversed automatically by our payment partner or your bank. If it is not, tell us and we will review it as above.
Where a refund is required by law, we will give it.

4. How to ask

Email [email protected] with the invoice number, the payment reference if you have it, and what happened. We review the request and reply within 2 working days.

5. How refunds are paid

Approved refunds are paid to the original payment method through our payment partner within 7 working days of approval. Your bank may take a further 5 to 7 working days to show it. Money returned for a duplicate or excess payment, or for a purchase that was not applied, comes with a refund voucher; a refund that reduces the value of something you bought (for example one required by law) comes with a GST credit note. A plan renewal you cancel under section 2A needs no request to us: the refund starts when you cancel, and comes with a GST credit note.

Draft pending legal review. The final text may change before launch.

2. Subscriptions

Plans are prepaid for the period shown at checkout (normally 12 months). Prices are shown before payment, with GST shown separately.

We charge you automatically only if you turn on automatic payment (section 2A). Otherwise, when a period ends you renew by paying again, and we remind you before the end date.

Add-ons, extra seats and storage packs end with the paid year they were bought in (one year of a longer prepaid term), whether or not you renew your plan, and keep working for 7 days after, so you can renew them. They renew automatically only if automatic payment is on and you kept them ticked (section 2A); otherwise you buy them again for the new period. Bought during the free trial, they carry on to the first paid year of the plan you activate. Moving to a plan that includes an add-on ends it, and a refunded purchase ends when the refund is made; these end at once, without the 7 days.

Moving to a bigger plan starts a new 12-month term on the day you pay. The unused days of your current term are credited through a GST credit note against your earlier invoice (their value before GST, plus the GST on it), and you pay the difference. Any credit above the new plan's price is added to the new term as extra days; it is not paid out.

A smaller plan can be bought when you renew, from 45 days before your current plan ends. It starts when the current term ends.

You can stop renewing at any time, or ask to close your account, from Account Settings. Stopping renewal or asking to close your account also turns off automatic payment. Your plan stays active until the end of the period you paid for.

2A. Automatic payment (optional)

Off unless you turn it on. Where Nabhaya offers it, a clinic administrator or another user with billing access can turn it on in Settings → Billing, after a plan has been paid for, by approving a mandate with your bank (e-mandate / eNACH), your card or your UPI app. It is never pre-selected and never needed for a trial, a purchase or a coupon.

What we charge. The renewal of the plan you will be on for your next term, for 12 months, at the price on the renewal date plus GST, less a coupon issued to your clinic that is valid for it (for example a referral reward; never a public code). Separately, the add-ons, extra seats and storage packs you kept ticked (all you have, unless you untick them), on the day they end, which is when your new term, or the next year of a longer prepaid term, starts. Each payment is no more than the limit you approved and no more than the amount in our last notice; if a renewal would cost more, we don't charge it and ask you to approve again or pay yourself.

What we never charge automatically: a trial, your first paid plan, an upgrade, message credits, or anything you did not keep ticked.

When. We request the plan renewal between 3 and 10 days before your plan ends (our notices give the exact date), or straight away if you turn automatic payment on later than that; your bank may take up to 3 working days to complete it. Add-ons, seats and storage are requested on the day they end; they keep working for 7 days after, so there is no break while the payment completes. We may pause automatic payment for all clinics, for example if our payment partner has a problem; while it is paused nothing is requested (a payment already sent to your bank may still complete), Settings → Billing says so, and you renew in Billing as usual.

Notice. Before each plan renewal we email your clinic administrators and show a notice in Nabhaya 30 days and 7 days ahead, with the amount, the date, what it pays for, any coupon used, and how to skip it or turn automatic payment off. If you turn automatic payment on less than 7 days ahead, the confirmation we send then gives the amount and date. Add-ons that end during a longer prepaid term get a notice 7 days ahead. Your bank or UPI app may also notify you before each debit. Card and UPI payments above ₹15,000 must be approved by you in your bank or UPI app each time; bank e-mandates need no further approval.

If a payment fails, no money is taken for that attempt, and we tell you. We may try a plan renewal again up to two more times, the last no later than 3 days after your plan ends (bank e-mandates allow a retry only some days after a failure). After that we stop, and you can renew by paying yourself. A failed payment for add-ons, seats or storage is not tried again; buy them again in Billing while they keep working.

Skip a renewal before we request it, or turn automatic payment off, at any time in Settings → Billing with no reason needed, or by cancelling the mandate in your bank or UPI app. A payment already sent to your bank before you turned it off may still complete; if it renews your plan, you can then cancel that renewal as described below. Turning automatic payment off does not end your plan.

Changed your mind after an automatic renewal? Until the renewed term starts, and as long as you have not changed or extended your plan since, cancel it in Settings → Billing. We refund the full amount to the original payment method with a GST credit note and remove the renewed term, so your plan ends on the date it would have ended without it; any coupon value used is restored. Add-ons, seats and storage start on the day they are charged and are not refundable.

Our payment partner (currently Razorpay) processes these payments and holds the mandate. A mandate stays with the partner you approved it with and is never moved to another partner; if we change partner, a new mandate is set up with the new one only if you approve it.

3. Refunds

Subscriptions, message credits, storage packs and add-ons are not refundable once paid. This includes unused time, unused credits and unused storage, and applies when you stop renewing, cancel or close your account, except a plan renewal charged automatically that you cancel before it starts (section 2A).

Apart from that, the only exception is money taken in error: if you were charged twice for the same purchase, charged more than the invoice amount, money left your account but the purchase was not applied, or a renewal was charged automatically after the same renewal was already paid another way. We review each case by hand and refund the duplicate or extra amount in full.

A payment that failed is normally reversed automatically by our payment partner or your bank. If it is not, tell us and we will review it as above.

Where a refund is required by law, we will give it.

5. How refunds are paid

Draft pending legal review. The final text may change before launch.