Refund Policy
Last Updated: March 01, 2025 · Aartas Care Private Limited
At HiGalen, we strive to provide exceptional service to every healthcare professional using our platform. We understand that situations may arise where a refund is necessary. This policy outlines the conditions under which refunds will be processed.
1. Eligible Refund Cases
We will issue a full refund in the following specific circumstances:
1.1 Extended Technical Outage
If the HiGalen platform experiences a verified technical outage lasting 72 hours or more continuously within your billing period, you are entitled to a pro-rata refund for the affected period. The outage must be confirmed by our technical team and logged in our incident records.
1.2 Duplicate Payment
If you are inadvertently charged more than once for the same billing period (duplicate transaction), you are entitled to a full refund of the duplicate charge. Please provide proof of the duplicate transaction when contacting us.
1.3 Unauthorised Payment
If a payment was made without your authorisation and you report it within 7 days of the transaction date, we will review and process a full refund upon verification. You may also need to contact your bank to initiate a chargeback in parallel.
2. Non-Refundable Cases
Refunds will not be provided in the following circumstances:
- Change of preference: Cancelling because you changed your mind, found an alternative, or no longer need the service
- Partial month cancellation: Cancelling a subscription partway through a billing cycle — the remainder of the period is non-refundable
- Non-use: Not using the platform during a billing period does not qualify for a refund
- Downgrade: Downgrading to a lower plan mid-cycle — the difference is not refunded for the current period
- Termination for breach: If your account is terminated due to a violation of our Terms & Conditions, no refund will be issued
3. How to Request a Refund
To request a refund, please send an email to info@higalen.com with the following information:
- Your registered email address
- The date(s) and amount(s) of the transaction(s)
- A brief description of the reason for the refund request
- Any supporting documentation (e.g., transaction screenshots, incident reference numbers)
Our team will review your request and respond within 3 business days. Approved refunds will be processed within 5–7 business days to the original payment method.
4. Cancellation Policy
You may cancel your HiGalen subscription at any time from your account settings or by contacting us. Cancellation takes effect at the end of the current billing period — you will continue to have access to the platform until the end of the period for which you have paid.
For annual subscriptions cancelled before the end of the 12-month term: unless you are cancelling due to an eligible reason listed in Section 1, no partial refund will be issued for the remaining months.
5. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website. We encourage you to review this policy periodically. Continued use of HiGalen after changes constitutes acceptance of the updated policy.
6. Contact Us
For refund requests or questions about this policy, contact us:
HiGalen Billing Support
Aartas Care Private Limited
18A Ring Road, Lajpat Nagar 4, New Delhi — 110024, India