Refund Policy

We want you to be able to try OpenORDO with confidence. This policy explains when we give refunds for paid plans and add-ons. It is part of the Terms of Service and should be read with the Billing Terms.

Short version: the Starter plan is free, so there is nothing to refund. Paid plans and add-ons can be refunded within a short window after your first payment, and in specific cases where we made a mistake or the service failed. Otherwise, you can cancel any time to stop future charges.

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1. What this covers

• Paid plans: Practice and Clinic Group (monthly and yearly).
• Add-ons: Video Consultation, E-Prescriptions, Inventory Management and Branded Booking Page (one-time, monthly and yearly).
• Not covered: the free Starter plan; free trials and promotional access (no payment is taken); complimentary add-on grants; and taxes that we have already remitted where the law does not allow us to refund them (we will refund tax where we are able to).

2. Cancelling versus refunding

Cancelling stops future renewals. You keep access until the end of the period you have paid for. Refunding returns money for a period already paid. Cancelling does not automatically create a refund. To avoid being charged again, cancel before your renewal date.

3. When you are eligible for a refund

3.1 First-purchase window

*"Meaningfully used" means, for example, that a Video Consultation add-on has been used for more than a small number of live consultations, or E-Prescriptions has been used to issue prescriptions to patients. We will assess this reasonably and in good faith.

The window applies once per clinic per product. It does not apply to renewals, upgrades after the first period, or a repurchase after a previous refund.

3.2 Service problems

We will refund, on a pro-rata basis for the affected period, if:

• the paid feature you bought was unavailable or materially unusable for an extended period because of a fault on our side and we were unable to fix it after you reported it; or
• we charged you incorrectly (for example a duplicate charge, a charge after a confirmed cancellation made before the renewal date, or an amount different from the price shown at checkout).

3.3 Sub-processor change

If you exercise your right to object to a new sub-processor under the DPA and we cannot resolve it, you may terminate the affected service and receive a pro-rata refund of prepaid fees for the unused period.

3.4 Legal rights

Nothing in this policy limits any refund or cancellation right you have under applicable law (for example under the Consumer Protection Act, 2019 in India, or EU/UK consumer rules where they apply to you).

4. When we do not give refunds

Unless the law requires otherwise, we do not refund:

• renewals that you did not cancel before the renewal date (though please contact us within 72 hours of an unexpected renewal charge and we will consider it in good faith, especially if you have not used the service since renewal);
• partial months or unused time after you cancel or downgrade;
• accounts suspended or terminated for breach of the Terms or the Acceptable Use Policy;
• fees for third-party services (for example bank fees, foreign exchange fees, or Razorpay fees on your card);
• disagreements about clinical results, patient outcomes or business results;
• downgrades: moving to a cheaper plan does not create a refund for the current period.

5. What happens after a refund

• Plans: your Clinic moves to the free Starter plan. Data is kept. If you are above the Starter limits (200 patients, 1 doctor login) you can view existing records but cannot add more until you are within the limits or upgrade.
• Add-ons: access ends and the features revert to the unpurchased state. Data you created (for example prescriptions, inventory items) remains stored and will be available again if you re-purchase; contact us if you need an export.
• The refund also cancels any related recurring subscription.

6. How to request a refund

1. Email support@openordo.com from the Owner's email address, or use the support option in your dashboard.
2. Include your clinic name, username, the plan or add-on, the payment date, and the reason.
3. We reply within 2 business days and, if approved, start the refund immediately.

7. How refunds are paid

• Refunds go to the original payment method through Razorpay, in the original currency. We cannot refund to a different card or account.
• Banks usually take 5 to 10 business days (sometimes longer) to show the refund after we issue it.
• We refund the amount you paid net of any non-refundable taxes; where we can, we also refund the tax and issue a credit note.
• Exchange rate differences between the payment date and refund date are not our responsibility.

8. Chargebacks

Please contact us before filing a chargeback. Refunds through us are faster. If a chargeback is filed for a charge that is valid under this policy, we may contest it, and may suspend the account pending the outcome.

9. Changes

We may update this policy and will post the new version here. Changes apply to purchases made after the update; purchases made earlier keep the policy that applied when they were bought.

10. Contact

Refund requests and questions: support@openordo.com · OpenORDO, Chandigarh, India