1. General Refund Policy

OHA offers refunds in accordance with this policy and applicable consumer protection laws. Refund eligibility depends on the type of service purchased, the timing of the refund request, and the specific circumstances of the purchase.

All refund requests must be submitted through our official channels and will be processed within 7-14 business days after approval. Refunds will be issued to the original payment method used for the purchase.

2. Subscription Services

2.1 Monthly Subscriptions

For monthly subscription plans:

• 7-Day Money-Back Guarantee: If you cancel your monthly subscription within 7 days of the initial purchase or renewal, you are eligible for a full refund of that month's payment.
• After 7 Days: After the 7-day period, monthly subscriptions are non-refundable. However, you may cancel your subscription at any time to prevent future charges.
• Partial Refunds: No partial refunds are provided for unused portions of a monthly subscription period after the 7-day window.

2.2 Annual Subscriptions

For annual subscription plans:

• 30-Day Money-Back Guarantee: If you cancel your annual subscription within 30 days of purchase, you are eligible for a full refund.
• After 30 Days: After the 30-day period, refunds are calculated on a pro-rata basis, minus a 10% administrative fee, if cancellation occurs within the first 6 months.
• After 6 Months: Annual subscriptions cancelled after 6 months are non-refundable, but you may cancel to prevent renewal.
• Pro-Rata Calculation: Pro-rata refunds are based on the number of unused months remaining in your subscription period.

3. One-Time Purchases

For one-time purchases of products or services:

• 14-Day Refund Window: You may request a refund within 14 days of purchase, provided the service has not been substantially utilized.
• Service Utilization: If the purchased service has been substantially used (e.g., consultation completed, setup services delivered), refunds may be denied or prorated.
• Digital Products: Digital products that have been downloaded or accessed are generally non-refundable unless defective or not as described.

4. Consultation Fees

For consultation fees and telemedicine services:

• Cancellation Before Appointment: Full refund if cancelled at least 24 hours before the scheduled appointment time.
• Cancellation Within 24 Hours: 50% refund if cancelled between 24 hours and 2 hours before the appointment.
• No-Show or Late Cancellation: No refund for cancellations less than 2 hours before the appointment or for no-shows.
• Provider Cancellation: Full refund if the healthcare provider cancels the appointment.
• Technical Issues: Full refund if the consultation cannot be completed due to technical issues on our platform.

5. Setup and Onboarding Services

For setup, onboarding, and training services:

• Before Service Commencement: Full refund if cancelled before the service has begun.
• After Service Commencement: Refunds are prorated based on the percentage of work completed, minus a 15% administrative fee.
• Completed Services: No refund for services that have been fully completed.

6. Billing Errors and Duplicate Charges

If you believe you have been charged incorrectly:

• Billing Errors: We will promptly investigate and correct any verified billing errors. Full refunds will be issued for confirmed billing mistakes.
• Duplicate Charges: If you are charged multiple times for the same service, we will refund all duplicate charges immediately upon verification.
• Unauthorized Charges: If you notice unauthorized charges on your account, contact us immediately. We will investigate and issue refunds for verified unauthorized transactions.
• Processing Time: Billing error refunds are typically processed within 3-5 business days after verification.

7. Service Interruptions and Technical Issues

In the event of service interruptions or technical problems:

• Extended Outages: If our service is unavailable for more than 48 consecutive hours due to our technical issues, we will provide service credits or pro-rata refunds for the affected period.
• Service Level Agreement: Refunds or credits for service interruptions are provided in accordance with our Service Level Agreement (SLA).
• User-Side Issues: Technical issues on the user's end (e.g., internet connectivity, device problems) do not qualify for refunds.
• Planned Maintenance: No refunds are provided for planned maintenance windows, which are communicated in advance.

8. Non-Refundable Items

The following items are generally non-refundable:

• Services that have been fully completed or delivered
• Consultations that have been conducted
• Customized or personalized services that have been initiated
• Third-party fees or charges (e.g., payment processing fees, bank charges)
• Gift cards or promotional credits
• Services terminated due to violation of Terms & Conditions

9. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer support team at [email protected] or through your account dashboard
2. Provide your account information, order number, or transaction ID
3. Clearly state the reason for your refund request
4. Include any relevant documentation or evidence supporting your request
5. Our team will review your request and respond within 5-7 business days

Refund requests must be submitted within the applicable refund window for your purchase type. Late requests may be denied at our discretion.

10. Refund Processing

Once your refund request is approved:

• Processing Time: Refunds are typically processed within 7-14 business days after approval.
• Payment Method: Refunds are issued to the original payment method used for the purchase.
• Bank Processing: Depending on your bank or payment provider, it may take an additional 3-10 business days for the refund to appear in your account.
• Refund Confirmation: You will receive an email confirmation once the refund has been processed.
• Failed Refunds: If a refund cannot be processed to the original payment method, we will contact you to arrange an alternative method.

11. Cancellation Policy

You may cancel your subscription or service at any time:

• Subscription Cancellation: Cancelling your subscription will prevent future charges but does not automatically entitle you to a refund for the current billing period (unless within the refund window).
• Service Access: After cancellation, you will retain access to paid services until the end of your current billing period.
• Immediate Cancellation: If you wish to cancel immediately and are within the refund window, you may be eligible for a refund as outlined in this policy.
• Cancellation Method: Cancellations can be made through your account settings or by contacting customer support.

12. Chargebacks and Disputes

If you initiate a chargeback or dispute with your payment provider:

• We encourage you to contact us first to resolve any issues before initiating a chargeback.
• Chargebacks may result in immediate account suspension or termination.
• We will provide documentation to payment processors to support our position.
• If a chargeback is resolved in your favor, your account may be permanently closed.

13. Special Circumstances

We understand that special circumstances may arise. We may consider refund requests outside the standard policy in cases such as:

• Medical emergencies preventing service use
• Death of the account holder
• Service discontinuation by OHA
• Significant service failures or breaches of our Terms & Conditions

Such requests will be evaluated on a case-by-case basis at our sole discretion. Please contact our customer support team with detailed information about your circumstances.

14. Legal Compliance

This refund policy is designed to comply with applicable consumer protection laws, including:

• Consumer Protection Act, 2019 (India)
• Digital Personal Data Protection Act, 2023 (India)
• Information Technology Act, 2000 and related rules (India)
• Other applicable local and international consumer protection regulations

In jurisdictions where local laws provide greater consumer protection rights, those laws will take precedence over this policy to the extent required by law.

15. Policy Updates

OHA reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Material changes will be communicated to users via email or prominent notice on our platform.

Continued use of our services after policy changes constitutes acceptance of the updated policy. If you do not agree with any changes, you may cancel your subscription in accordance with the cancellation terms.

16. Contact Information

For refund requests, questions about this policy, or assistance with billing matters, please contact us:

17. Grievance Redressal

If you are not satisfied with our refund decision, you may:

• Request a review by our management team
• File a complaint with our customer support department
• Contact the relevant consumer protection authority in your jurisdiction
• Seek resolution through alternative dispute resolution mechanisms

We are committed to resolving all refund disputes fairly and promptly.