Cancellation and Refund Policy

01

The short version

• Cancelling stops the next renewal. It does not end the period you already paid for — you keep your plan until that period ends.
• A subscription bought in the Android app is refunded by Google under Google's policy, not by us.
• A subscription bought on the web is refunded by us through Razorpay.
• Practice Tokens are a usage unit, not money. Tokens you have already spent on successful analyses are not refunded as cash.
• Tokens reserved for an analysis that failed are returned to your balance automatically, every time.

02

What can be refunded

A payment you did not make

If your card or account was charged without your authorisation, tell us immediately and we will refund it in full and help you with your bank or Google.

A duplicate charge

If you were billed twice for the same period, the duplicate is refunded in full.

A subscription you could not use

If a fault on our side stopped you using the plan you paid for and we could not fix it, we refund the unused part of that period.

A recent purchase you regret

We will refund a subscription within 7 days of the payment if you have not used more than a trivial amount of Practice Tokens in that period (or if a fault on our side prevented use). After that window, unused time is handled under the other refund rows above.

A plan we ended

If we close your account for a reason that is not your fault, the unused part of the paid period is refunded.

Yearly plans and clinic rewards

If a clinic linked to your account earned points on your yearly plan and you are refunded within 7 days, those points are voided. This does not change what you get back.

03

What cannot be refunded

• The part of a subscription period you have already used.
• Practice Tokens that were spent on analyses that ran successfully and gave you a result.
• Monthly token allocations that expired unused at a period reset. Tokens do not roll over — that is stated up front, on the terms page and in the app.
• A subscription cancelled because the account broke our acceptable-use rules.
• Sponsorship seat purchases by NGOs or organisations follow the agreement on the invoice for that order. Learner redemptions of sponsorship codes are not learner payments and are not refunded as subscriptions.
• A plan a clinic gave you with its reward points. It was not paid for by you, so there is nothing to refund; the clinic cannot get its points back either.

04

When an analysis fails, you are not charged

This is built into how the service works, not into a support process. Here is the actual mechanism:

• Before your recording is analysed, the token cost is reserved — taken out of your balance and written to the ledger.
• If the analysis returns a result, the reservation is confirmed and the tokens stay spent.
• If anything goes wrong — the AI service times out, our server errors, or your connection drops mid-upload — the reservation is released and the exact same number of tokens is credited straight back.
• You may briefly see your balance go down and come back up. That is honest about what happened, and both movements are visible in your token ledger.
• The same applies to your monthly plan allowance: an analysis that failed does not count against it.
• A request that is refused before any work starts — because you are out of allowance, out of tokens, rate limited, or the upload was too large — never reserves anything in the first place.

If you ever see tokens disappear without a result, send us the date and time. The ledger is append-only, so we can reconstruct exactly what happened and correct it.

05

Refunds for purchases made in the Android app

• Google offers a self-service refund for a purchase made within the last 48 hours, from your Google Play order history.
• After that, request a refund through Google Play support. Google decides.
• You can also write to us. We can ask Google to refund the order on your behalf, but we cannot force the outcome and we cannot refund a Google payment ourselves — the money never reached our account.
• When Google refunds or voids an order, Google notifies us and we end the entitlement on our side automatically.
• Cancelling the subscription in Google Play is separate from asking for a refund. Cancelling stops future charges; it does not return the current period.

06

Refunds for purchases made on the web

• Write to devesh@vinxign.com from the email address on your account, with the subject "Refund request".
• Tell us the date of the payment, the amount, and what went wrong. If you have the Razorpay payment id from your receipt, include it — it makes this much faster.
• We check the payment against Razorpay directly before deciding.
• Approved refunds are issued through Razorpay to the original payment method. We cannot send a refund anywhere else.
• We aim to decide within 7 working days of receiving your request.
• Once we issue the refund, the time it takes to appear depends on your bank or card issuer (commonly 5–7 working days after we instruct Razorpay or Google Play).

07

How to cancel

Android app subscription

Play Store → Payments and subscriptions → Subscriptions → Sign & Talk → Cancel subscription. This is the only way to stop Google billing you.

Web subscription

Cancel in the app. Your access continues to the end of the period you paid for. If you set up a recurring mandate, also cancel it with Razorpay or your bank.

Cancelling does not delete your account or your data. If you want that too, use the account deletion page.

08

Asking us

Write to devesh@vinxign.com. Include the account email address, the approximate date of the payment, and what happened. A person reads these.

This policy does not take away any right you have under the Consumer Protection Act, 2019 or any other Indian law.