Payments, Cancellation & Refund Policy
1. Purpose and scope
This Policy sets out the terms on which fees paid to Swivo Technologies Pvt Ltd ("Swivo", "we", "us") for Swivo MediNotes and related services (the "Services") may be cancelled and refunded. It forms part of, and should be read together with, our Terms and Conditions. Where there is any conflict, this Policy prevails on matters of cancellation and refund. This Policy is published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000, and nothing in it limits any right you have under applicable law that cannot be waived.
2. Who this Policy applies to
This Policy applies to (a) healthcare providers and organisations that subscribe to the Services ("Customers"); and (b) any other person who pays Swivo directly for a Service. It does not apply to payments made by patients to Customers through the MediNotes booking and payment facility — see Section 10.
3. Fees, billing and auto-renewal
3.1 Subscription fees are payable in advance for each billing period (monthly or annual) in the currency shown on your plan, exclusive of GST and any other applicable taxes. A tax invoice will be issued for every payment.
3.2 Subscriptions renew automatically at the end of each billing period unless cancelled in accordance with Section 5.
3.3 Where a recurring payment mandate (e-mandate) is registered on an Indian card or account, we will, in line with the Reserve Bank of India's framework for recurring transactions, send a pre-debit notification at least 24 hours before each charge, and you may modify or withdraw the mandate at any time through the link provided in that notification or by contacting us.
3.4 Payments are processed by Stripe. Swivo does not store card or bank details.
4. Delivery Policy — Access to the Services
4.1 Swivo MediNotes is a cloud-hosted software service. Nothing is physically shipped; "delivery" means activation of your access to the platform.
4.2 Self-service subscriptions. When you subscribe online and your payment is confirmed by Stripe, your account is activated immediately and automatically. You will receive a confirmation email at your registered address containing your login link, a tax invoice, and instructions for setting your password. In the rare case of a delay, access will be provisioned no later than 24 hours after payment confirmation.
4.3 Subscriptions with onboarding. Where your plan includes data migration, configuration or training, platform access is activated within 24 hours of payment confirmation, and the onboarding services are scheduled with you separately at a mutually agreed date. Your subscription period begins on the date of access activation, not on completion of onboarding.
4.4 How you access the Services. The platform is accessed through a web browser at medinotes.swivo.io and, where available, our mobile applications. The account holder receives administrator credentials and can create additional user logins for staff from within the platform. Login credentials are sent only to the email address registered at the time of subscription; we never send passwords by SMS or WhatsApp.
4.5 Renewals and plan changes. On successful renewal, access continues without interruption. Upgrades are applied to your account immediately after payment.
4.6 If you do not receive access. If your account has not been activated within 24 hours of a successful payment, or the confirmation email has not arrived (please check your spam folder first), contact customercare@swivo.io with your payment reference. We will resolve the issue within one business day or, if we are unable to provide access, refund the payment in full under Section 7.1(f).
4.7 Suspension of access. Access may be suspended for non-payment after a grace period of 7 days from the invoice due date, for a breach of our Terms and Conditions, or for scheduled maintenance notified in advance. Suspension for non-payment is lifted automatically once the outstanding amount is settled.
5. Cancellation by the Customer
5.1 You may cancel your subscription at any time from your account settings or by emailing customercare@swivo.io from your registered email address.
5.2 Cancellation takes effect at the end of the current billing period. You will retain access to the Services until then, and no further charges will be made.
5.3 We do not charge any fee for cancellation. Fees already paid for the current billing period are not refunded on a pro-rata basis, except as set out in Section 7.
5.4 Cancellation requests received less than 24 hours before a scheduled renewal may not prevent that renewal from being processed; if a charge goes through in these circumstances, notify us within 7 days and we will refund it in full.
6. Free trials and plan changes
6.1 If your plan includes a free trial, you will not be charged unless you provide a payment method and do not cancel before the trial ends. We will notify you by email before the trial converts to a paid subscription.
6.2 Upgrades take effect immediately and are charged pro-rata for the remainder of the billing period. Downgrades take effect at the next renewal; no refund or credit is given for the difference.
7. Refund eligibility
7.1 Subscription fees are non-refundable once the billing period has started, except in the following cases, where you are entitled to a refund:
(a) Erroneous or duplicate charge — you were charged more than once for the same period, or charged an amount different from the agreed fee;
(b) Service unavailability — the Services were unavailable to you for a continuous period of more than 72 hours due to causes within Swivo's reasonable control, in which case we will refund a pro-rata amount for the period of unavailability or, at your option, credit it against the next billing period;
(c) Cancellation by Swivo without cause — if we discontinue the Services or terminate your subscription for reasons other than your breach or non-payment, we will refund the unused portion of any prepaid fees on a pro-rata basis;
(d) Charge processed after timely cancellation — as described in Section 5.4;
(e) Statutory right — a refund is required under the Consumer Protection Act, 2019 or any other applicable law; or
(f) Non-delivery of access — we are unable to activate your access within the timeframe set out in Section 4.6, in which case the payment will be refunded in full.
7.2 One-time fees for onboarding, data migration, training, integrations or custom development are non-refundable once the relevant work has commenced. Where we have not started the work and you cancel in writing, the fee will be refunded in full.
7.3 No refund is payable where your subscription is suspended or terminated because of non-payment, a breach of our Terms and Conditions, or unlawful use of the Services.
7.4 We do not refund amounts that are attributable to currency conversion, bank or card issuer charges, or exchange rate movements between the date of payment and the date of refund.
8. How to request a refund
8.1 Send your request to customercare@swivo.io within 14 days of the charge you are querying, stating your registered account email, the invoice number or Stripe payment reference, the amount, and the reason.
8.2 We will acknowledge your request within 48 hours and communicate our decision within 7 business days. We may ask for additional information where reasonably required.
8.3 Approved refunds are made only to the original payment method through Stripe, in the currency of the original transaction, in accordance with RBI's guidelines on payment aggregators. We are unable to refund to a different card, account or wallet.
8.4 Refunds are initiated within 7 business days of approval. Depending on your bank or card issuer, the amount may take a further 5–10 business days to appear in your account.
8.5 Where GST was charged on the original invoice, a credit note will be issued under Section 34 of the CGST Act, 2017 and the refund will include the tax component.
9. Chargebacks
We ask that you contact us before raising a dispute with your bank or card issuer, as most issues can be resolved directly and faster. If a chargeback is raised on a charge that was validly incurred under our Terms, we may suspend the account until the matter is resolved and recover any dispute fees levied by the payment processor.
10. Bookings and payments made to healthcare providers
10.1 MediNotes enables Customers to accept appointment bookings and payments from their own patients. When a patient books or pays a Customer through MediNotes, the contract is between the patient and that Customer. Swivo is a technology service provider only; it is not the seller of the healthcare service, is not a party to the transaction, and does not hold the payment for its own account (other than any platform or processing fee).
10.2 Each Customer is responsible for setting, displaying and honouring its own cancellation, no-show and refund policy for its patients, and for complying with the Consumer Protection Act, 2019 and any applicable medical council or regulatory requirements in doing so.
10.3 Patients must direct all requests for cancellation, rescheduling or refund of bookings to the relevant Customer. Swivo does not issue, process, guarantee or adjudicate refunds on behalf of Customers and accepts no liability for any dispute between a patient and a Customer. Where a Customer instructs Swivo to process a refund through the platform, Swivo does so solely as the Customer's technical agent.
11. Grievance redressal
In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we have appointed a Grievance Officer:
Name: Ramnath Chobhe
Email: ramnath.chobhe@swivo.io
Address: T No. 8, Central Excise Housing Society, N-9, CIDCO, M-2, Chhatrapati Sambhajinagar (Aurangabad), Maharashtra 431001, India
Complaints will be acknowledged within 48 hours and resolved within 30 days of receipt. If you are a consumer under the Consumer Protection Act, 2019 and remain dissatisfied, you may approach the National Consumer Helpline (1915 / consumerhelpline.gov.in) or the consumer commission having jurisdiction.
12. Governing law
This Policy is governed by the laws of India. Subject to Section 11 and to any non-excludable rights under the law of your place of residence, the courts at Mumbai, Maharashtra have exclusive jurisdiction.
13. Changes to this Policy
We may update this Policy from time to time. Material changes will be notified to Customers by email or in-app at least 15 days before they take effect. The version in force at the time of a payment governs that payment.
14. Contact
Questions about this Policy: contact@swivo.io