Refund Policy

1. Scope of This Refund Policy

This policy may apply to payments made for SmartMed.ai services such as:

• monthly, quarterly or annual software subscriptions;
• hospital or clinic onboarding;
• implementation and configuration services;
• data setup or migration services;
• customisation or integration work;
• training and professional services;
• additional modules, features or user licences;
• other SmartMed.ai services purchased from ITBlanket.

2. Subscription Fees

Subscription fees provide access to SmartMed.ai for the applicable subscription period. Unless otherwise stated in the applicable commercial agreement, fees for a subscription period that has already started are generally non-refundable once the service has been activated and made available for use.

Customers may request cancellation of future subscription renewals in accordance with their applicable plan or agreement. Cancellation normally prevents future renewal charges but does not automatically create a refund entitlement for the current billing period.

3. Cancellation Before Service Activation

If a customer requests cancellation before the SmartMed.ai subscription or service has been activated, configured or materially commenced, ITBlanket may review the request for a full or partial refund.

Any costs already incurred for onboarding, third-party services, configuration, implementation, custom development, payment processing or other committed work may be deducted from the amount eligible for refund.

4. Onboarding, Implementation and Configuration Fees

Fees charged for onboarding, implementation, installation, configuration, training, data preparation, migration or similar professional services are generally associated with work performed specifically for the customer.

Once such work has started, these fees may be non-refundable in whole or in part. If a project is cancelled before completion, any refund or credit will depend on the work already performed, resources committed and costs incurred.

5. Custom Development and Integration Work

Payments for customer-specific development, integrations, customisation, reports, workflows, templates or other specially commissioned work may be non-refundable once development or implementation has commenced.

Where work is performed under a separate proposal, statement of work or project agreement, the payment, milestone, cancellation and refund terms in that document will apply.

6. Third-Party Charges

SmartMed.ai may integrate with or rely on third-party services such as communication platforms, messaging providers, video-conferencing services, payment services, cloud infrastructure or other external providers.

Charges paid or committed to third parties on behalf of a customer may not be refundable by ITBlanket where those charges are non-refundable or have already been incurred.

7. Usage-Based and Communication Charges

Certain SmartMed.ai features may involve usage-based charges, such as messaging, communication, virtual consultation, storage, integration or transaction-related costs.

Charges relating to usage that has already occurred are generally non-refundable because the underlying service has already been consumed or a corresponding third-party charge may already have been incurred.

8. Duplicate or Incorrect Payments

If you believe that you have been charged more than once for the same transaction, charged an incorrect amount or charged due to an identifiable billing error, please contact SmartMed.ai Support.

Where a duplicate or erroneous charge is verified, ITBlanket may correct the billing record and, where appropriate, issue a refund or account credit.

9. Failed or Incomplete Transactions

In some cases, a payment may appear to have been debited even though the transaction was not successfully completed. Such situations may be caused by banks, payment gateways, card networks or other payment service providers.

Where ITBlanket has not successfully received the payment, any reversal may be handled directly by the relevant bank or payment provider according to its own processing timelines.

10. Service Issues

If a customer experiences a material service issue, the customer should first contact SmartMed.ai Support so that the issue can be investigated and, where possible, resolved.

Temporary interruptions, scheduled maintenance, internet connectivity issues, customer-side configuration problems or failures of independent third-party services do not automatically entitle a customer to a refund.

Where a service credit, refund or other remedy is specifically provided under a customer agreement or service-level commitment, that agreement will govern.

11. Free Trials and Demonstration Access

Free trials, demonstrations, sandbox accounts or evaluation access provided without charge do not qualify for monetary refunds.

If a trial automatically converts into a paid plan, any cancellation or refund rights will depend on the terms presented when the paid subscription was initiated.

12. Cancellation by the Customer

Customers wishing to cancel a SmartMed.ai subscription or service should submit the request through the designated support or account-management channel.

A cancellation request does not automatically invalidate fees that have already become payable. Outstanding invoices, committed charges or work already performed may remain due.

13. Suspension or Termination for Misuse

If access to SmartMed.ai is suspended or terminated because of fraud, abuse, unlawful use, material breach of the Terms of Service, non-payment or another serious violation, payments already made may be non-refundable to the extent permitted by applicable law and the relevant agreement.

14. Refund Request Process

To request a refund or billing review, please contact SmartMed.ai Support and provide sufficient information for us to identify and review the transaction.

Useful information may include:

• customer or organisation name;
• registered email address or contact number;
• invoice or transaction reference;
• payment date and amount;
• service or subscription involved;
• reason for requesting the refund;
• any supporting information relevant to the request.

Submission of a refund request does not guarantee approval. Each request may be reviewed based on this policy, the applicable customer agreement, payment status, work performed and relevant circumstances.

15. Approved Refunds

If a refund is approved, it may be returned using the original payment method where reasonably possible or by another mutually agreed method.

The time required for the refunded amount to appear may depend on the customer's bank, payment provider, card network or other financial institution. ITBlanket cannot control processing delays occurring after an approved refund has been submitted to the relevant payment provider.

16. Refunds, Credits and Adjustments

Depending on the circumstances and applicable agreement, ITBlanket may offer a refund, partial refund, service credit, billing adjustment or extension of service instead of a full monetary refund.

Any such remedy will be determined based on the relevant service, payment, issue and contractual arrangement.

17. Taxes and Statutory Charges

Where taxes, duties or other statutory charges apply to a transaction, any adjustment or refund of those amounts will be handled in accordance with applicable tax laws, invoicing requirements and accounting rules.

18. Changes to This Refund Policy

ITBlanket may update this Refund Policy from time to time to reflect changes in SmartMed.ai services, pricing models, payment processes, business practices or legal requirements.

The updated policy will be published on this page and the effective date will be revised where appropriate.

19. Contact Us

For billing questions, cancellation requests or refund enquiries relating to SmartMed.ai, please contact our support team.