Skip to Content

Refund Policy

Last Updated: June 2026
Effective date: June 2026

This Refund Policy applies to all subscriptions to Sanjeevani Healthcare ERP, a product of Candidroot Solutions Private Limited, Ahmedabad, India.


We want you to be confident when you subscribe. If Sanjeevani does not work for your clinic or hospital, we will make it right.

30-Day Money-Back Guarantee

If you are a new subscriber and are not satisfied with Sanjeevani for any reason, you may request a full refund within 30 days of your first payment.

Conditions:

  • The request must be made within 30 calendar days of the first subscription payment
  • Applies to first-time subscribers only (not renewals or plan upgrades)
  • The refund covers the subscription fee paid - GST paid is not refundable (as it has been remitted to the government)
  • No reason is required - we will process the refund without questions

How to request:

Email us at refund@candidroot.com with:

  • Your registered clinic/hospital name
  • Your registered email address
  • Your payment reference number or GST invoice number
  • Subject line: Refund Request - [Your Clinic Name]

We will acknowledge within 1 business day and process within 7 business days.

Refunds for Monthly Subscriptions (After 30 Days)

After the 30-day money-back window, monthly subscriptions are non-refundable for the current billing cycle.

  • If you cancel mid-month, your access continues until the end of the paid billing cycle
  • No pro-rata refund is issued for unused days in the current cycle
  • You will not be charged for the next cycle once you cancel

Refunds for Annual Subscriptions

Annual subscriptions (10 months paid, 12 months access) are eligible for a pro-rata refund under the following conditions:

Situation

Refund

Cancellation within 30 days of annual payment

Full refund (minus GST)

Cancellation between Day 31 and Month 3

Pro-rata refund for remaining complete months, minus one month's fee as processing charge

Cancellation after Month 3

No refund. Access continues until the end of the annual period.

Example: If you pay for an annual plan and cancel after 5 months, no refund is issued and you retain access for the remaining 7 months.

Situations Where No Refund Is Issued

Refunds will not be issued in the following cases:

  • Requests made after the 30-day money-back window (for monthly plans)
  • Requests made after Month 3 of an annual subscription
  • Suspension or termination due to violation of our Terms of Use
  • Failure to use the Platform - non-usage does not qualify for a refund
  • Dissatisfaction with features that were accurately described in the plan before purchase
  • Issues caused by your own hardware, internet connectivity, or third-party integrations
  • Delays in onboarding caused by you (e.g. not completing staff training, not providing required data)

One-Time Service Fees

The following one-time services are non-refundable once work has commenced:

  • ABDM / HFR onboarding
  • Data migration from old software
  • Staff training sessions (on-site or remote)
  • Custom domain setup and CNAME configuration
  • WhatsApp Business API setup
  • Branding and design services (logo, prescription template, etc.)
  • Website development for your clinic

If work has not yet started on a one-time service, you may cancel and receive a full refund by notifying us within 48 hours of payment.

Refund Processing

  • Refunds are processed to the original payment method used at the time of purchase
  • Processing time after approval: 5-7 business days (bank processing times may vary)
  • For UPI and net banking payments, refunds are typically received faster than card payments
  • GST paid is not refunded as it has been remitted to the Government of India under applicable tax law
  • A credit note will be issued to you for the refunded amount

Downgrade (Not a Refund)

If you wish to move from a higher plan to a lower plan (e.g. Professional → Starter):

  • The downgrade takes effect from the next billing cycle
  • No refund is issued for the price difference in the current cycle
  • Contact us at support@candidroot.com to arrange a downgrade

Technical Issues & Service Credits

If Sanjeevani experiences downtime beyond our 99% uptime commitment in any given month, you are eligible for a service credit (not a cash refund):

Monthly downtime

Credit

99%-99.9% uptime achieved

No credit

95%-98.9% uptime achieved

10% credit on that month's invoice

Below 95% uptime

25% credit on that month's invoice

Credits are applied to the next invoice. To claim, email support@candidroot.com with the dates and times of the downtime experienced.


Scheduled maintenance windows communicated with 24 hours' notice do not count toward downtime calculations.

Contact Us

refund@candidroot.com
+91 88490 36209 (WhatsApp or call, Mon-Sat, 9 AM-6 PM IST)

Candidroot Solutions Private Limited
Ahmedabad, Gujarat, India

We aim to resolve all refund requests within 7 business days. If you are not satisfied with how your request was handled, you may escalate to our Grievance Officer at grievance@candidroot.com.