Refund & Cancellation Policy

1. Nature of our products

Healvio sells digital services that are delivered instantly:

• Report credits (for example, a single report or a pack of reports) are added to your account immediately on payment and are consumed when you analyse a report.
• Subscriptions (for example, the Family plan) unlock features immediately for the active billing period.

Because these are digital products delivered and used instantly, they are generally non-refundable, except as described below.

2. One-time purchases (report credits)

• One-time report credits are non-refundable once purchased, because the credits are made available to your account immediately.
• Unused credits do not expire unless stated otherwise in the app, so they remain available for future use.

3. Subscriptions

• Cancel anytime. You can cancel a subscription at any time from your profile in the app.
• Access continues until the end of your billing cycle. Cancelling does not end your plan immediately. You keep access to your subscription benefits until the end of the period you have already paid for. After that, the subscription will not renew.
• No partial or pro-rated refunds. We do not provide refunds or pro-rated amounts for the remaining days of a billing period after you cancel.
• Undo a cancellation. If you change your mind before the period ends, you can resume your subscription from your profile.
• UPI AutoPay renewals. For subscriptions paid via UPI AutoPay, your bank or UPI app will send you a pre-debit notification before each renewal charge, as required by RBI guidelines. You can also pause or cancel the UPI mandate directly from your UPI app.
• Failed renewals. If a renewal payment fails, your subscription may be paused or cancelled and the related benefits may stop.

4. When we will issue a refund or restore a credit

a) Duplicate or accidental double charge — refund

If you were charged more than once for the same single transaction (for example, a technical error caused a duplicate payment), we will refund the duplicate amount.

To request this refund, email healvio.support@gmail.com with your registered email address and the payment details (date, amount, and any reference number) within 7 days of the charge.

b) Failed analysis — credit restoration

If a report analysis fails to complete due to a technical error on our side and a credit was consumed, we will restore the credit to your account or re-run the analysis at no extra cost. This remedy is provided as credit restoration, not a cash refund, except where a refund is required by law.

To report a failed analysis, email healvio.support@gmail.com with your registered email address and the approximate date and time of the upload.

5. How refunds are processed

• Approved refunds are processed back to your original payment method through Razorpay.
• Once initiated, the refunded amount typically reaches your account within 5–7 business days, depending on your bank or payment provider. We are not responsible for delays caused by banks or payment providers.

6. How to contact us

For any cancellation or refund query, contact us first at healvio.support@gmail.com. We aim to respond within 3–5 working days.

If you used Razorpay to pay and cannot reach us, Razorpay may help mediate as described in their policies; however, all cancellation and refund decisions for Healvio products are made by us in line with this policy.