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Refund and cancellation

Refund & Cancellation Policy

How evaluation credits, onboarding, prepaid usage, and cancellation work on the Vgentive voice platform for hospital and clinic phone lines in India.

Last updated: September 19, 2026

This policy supplements our Terms and Conditions and pricing page. If your signed order form conflicts with this page, the order form controls.

Section 01

Evaluation credits

We may grant evaluation credits so your team can test enquiry, booking, and emergency flows on your assigned AI phone line after you go live.

  • The current public offer is 50 credits for 7 days with no credit card required and no obligation to purchase a paid plan.
  • Evaluation credits start only after we assign your AI phone number and you go live with call forwarding, not at signup.
  • Evaluation credits have no cash value and are not refundable.
  • They are not a performance guarantee or satisfaction guarantee.
  • Unused evaluation credits do not convert to prepaid balance unless we confirm that in writing.

Section 02

Onboarding and line fees

Paid plans typically include a one-time onboarding charge plus usage-based credits.

  • Starter onboarding is ₹9,999 unless your order form states otherwise.
  • Onboarding covers configuration, Facility Desk access, and go-live support for your facility.
  • Onboarding fees are generally non-refundable once set-up work has started, except where required by applicable law or explicitly stated on your invoice.
  • Vgentive line inclusion: After the included period on your plan, a monthly line fee applies for the Vgentive forwarding target. We confirm the amount on your order form before go-live. Your public number stays yours on the forwarding path you control. Usage credits remain pay-as-you-go with no monthly lock-in.

Section 03

Prepaid credits

Credits are pay-as-you-go. There is no monthly lock-in on credit usage.

  • No monthly lock-in on credits for Starter and Pro.
  • Credits don't expire while your facility is active.
  • Closing your account follows our refund and cancellation policy.
  • Credits are consumed for answered voice time and billable platform actions defined in your CreditPlan.
  • Unused prepaid credits on termination are handled per your signed order form or invoice terms.
  • We do not provide cash refunds for consumed credits or for usage that already occurred on your line.

Section 04

Cancellation

You may stop using the service without a long-term platform lock-in on Starter and Pro credit plans.

  • Contact support in writing to close your account. There is no self-serve cancel button on the Facility Desk today.
  • Your public number stays on a forwarding path you control. Restoring your original destination is a forwarding change on that path, not a number port to Vgentive.
  • Outstanding invoices remain due. Prepaid unused credits follow your order form.
  • Custom and annual agreements follow the notice period in your contract.
  • On termination, you may export account data during an agreed window before deletion from production systems.

Section 05

When refunds may apply

We handle refund requests case by case and in line with your order form and applicable law.

  • Duplicate payments or billing errors verified by our finance team may be reversed or credited.
  • If we suspend service for our material breach and cannot restore service within a reasonable period, unused prepaid credits may be refunded or credited as stated in your order form.
  • Chargebacks initiated without contacting us first may delay account review and data export.
  • Nothing in this policy limits rights that cannot be excluded under applicable Indian consumer or contract law.

Contact

Request cancellation or billing help

Include your facility name, account email, invoice number if applicable, and a short description of the issue. We reply within four business hours on business days.

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