Refund & Cancellation Policy

1. Overview & Operating Entity

This Refund, Return, and Cancellation Policy applies to all commercial transactions, digital software subscriptions, and oncology consultation services conducted through the OncoCare platform (available at www.oncocare.tech), operated and owned by:

We are dedicated to providing ethical, transparent, and patient-first oncology software and clinical services. If you are not satisfied with our services or experience technical disruptions, we offer fair and prompt refund procedures in accordance with applicable Indian consumer protection laws and Reserve Bank of India (RBI) payment guidelines.

2. Cancellation & Refund Rules by Service Category

A. Oncologist Clinic EMR Subscriptions (₹4,999 / month)

• 7-Day Money-Back Guarantee: Newly registered oncology clinics subscribing to the Clinic EMR plan may request a full, unconditional 100% refund within seven (7) calendar days of their initial subscription activation if the software does not satisfy their clinical requirements.
• Monthly Plan Cancellation: Clinicians may cancel recurring monthly subscriptions at any time via their account cockpit or by emailing support. Cancellations take effect at the end of the current paid billing cycle, with no further auto-debits.
• Annual Subscriptions: For upfront annual subscriptions, if cancelled after the 7-day initial window, a pro-rata refund will be issued for the remaining unused full calendar months, minus standard gateway processing fees.

B. Second Opinion / Tumor Board Consultations (₹2,500 / review)

• Cancellation Prior to Board Review: If you cancel a scheduled second opinion or tumor board case review at least two (2) hours prior to the convened panel session, you are eligible for a 100% full refund.
• Clinician or Specialist Unavailability: If OncoCare or the assigned oncology specialists are unable to convene or review the case within the agreed turnaround timeframe (maximum 72 business hours), the user will be offered an expedited reschedule or an immediate 100% refund.
• Completed Consultations: Once the multidisciplinary tumor board review has convened and the formal written clinical consensus report has been issued and made available in the patient portal, the service fee is non-refundable.

C. Patient Chemo Care Companion Services

• Where patient monitoring modules are billed directly (or in partnership with hospitals), cancellations requested prior to the commencement of the chemotherapy administration cycle are eligible for a full refund.
• If technical issues prevent the patient from accessing CTCAE toxicity triage or symptom logging, our technical team will resolve the issue within 24 hours or process a pro-rata refund for the affected period.

3. Refund Processing Timeline & Payment Mode

All commercial transactions on OncoCare are processed via our authorized payment aggregator, Zoho Payments, adhering to strict PCI-DSS Level 1 compliance.

• Mode of Refund: Approved refunds will be credited directly back to the original payment method utilized during the initial transaction (e.g., source Credit Card, Debit Card, Net Banking account, or UPI VPA). No cash refunds or third-party transfers are permitted under RBI anti-money laundering regulations.
• Processing Timeline: Once approved by our billing desk, refunds are initiated within 24 to 48 business hours. Depending on the issuing bank, the credited funds will reflect in your account within 5 to 7 business days.
• Refund Confirmation: A system-generated refund receipt with a unique Zoho Payments transaction reference ID (ARN / RRN) will be sent to your registered email address.

4. Non-Refundable Scenarios

Refunds cannot be issued under the following circumstances:

• Cases where clinical consultation services or tumor board opinions have already been rendered in full.
• Accounts suspended or terminated due to violation of our Terms of Service (e.g., fraudulent identity, abuse of clinical staff, or unauthorized reverse-engineering).
• Delays resulting from user failure to upload mandatory clinical data, biopsy reports, or DICOM scans required for oncology review.

5. How to Request a Cancellation or Refund

To initiate a cancellation or refund request, please provide your details using any of the following channels:

• Email: Send an email to support@toshikohealth.com with the subject line Refund Request - [Your Transaction / Invoice ID].
• Customer Support Hotline: Call our support desk at +91 22 31846644 (Monday to Saturday, 9:00 AM – 6:00 PM IST).
• Information Required: Full Name, Registered Mobile Number, Invoice Number, Date of Transaction, and Reason for Request.

6. Grievance Redressal & Regulatory Inquiries

If your refund inquiry is not resolved within 5 business days, you may escalate directly to our Nodal Grievance Officer: