Overview
This Cancellation & Refund Policy ("Policy") sets out the terms under which You may cancel Your subscription or service agreement with Aikenist Technologies Private Limited ("Aikenist"), and the circumstances under which refunds may be issued.
This Policy applies to all subscription plans, one-time purchases, implementation services, and hardware or device agreements with Aikenist. It is incorporated into and should be read alongside the Universal Terms & Conditions and the Payment Terms & Conditions.
Aikenist's products are medical-grade software tools used in clinical environments. Due to the nature of these services, refund eligibility is assessed on a case-by-case basis in accordance with the terms below.
1. Cancellation Process
To cancel Your Aikenist subscription or service, You must submit a written cancellation request via one of the following methods:
- Email to contact@aikenist.com with the subject line: "Cancellation Request — [Your Account Name]"
- Written notice delivered to Aikenist's registered business address: 7th Floor, Oberoi Commerz-II, International Business Park, Goregaon East, Mumbai, Maharashtra 400063, India
Cancellation requests made by phone, chat, or any informal means will not be accepted and will not be treated as a valid cancellation notice.
Upon receipt of a valid cancellation request, Aikenist will send a written acknowledgement within two (2) business days confirming the cancellation and specifying the effective date.
2. Notice Period
A minimum notice period of thirty (30) calendar days is required for all cancellations, unless a different notice period is specified in Your executed service agreement.
This notice period applies regardless of the billing cycle (monthly or annual). The purpose of the notice period is to allow Aikenist sufficient time to prepare for service wind-down, including data export, device retrieval, and account closure procedures.
Cancellations submitted with less than thirty (30) days' notice will still be processed, but service fees for the notice period will remain payable regardless of whether You continue to use the Services during that time.
3. Effective Date of Cancellation
The cancellation effective date is the later of:
- Thirty (30) calendar days from Aikenist's receipt of a valid written cancellation notice; or
- The end of the current billing cycle, if the billing cycle ends after the 30-day notice period.
You will continue to have access to the Services and remain liable for all applicable fees until the cancellation effective date. No service credits will be issued for access during the notice period.
4. Subscription Refunds
Monthly Subscriptions
Monthly subscription fees are charged in advance at the beginning of each billing cycle. No refunds are issued for partial months. If You cancel a monthly subscription mid-cycle, You will retain access to the Services until the end of the paid billing cycle, after which the subscription will not renew.
Free Trial Periods
Where Aikenist has offered a free trial, no charges will be made during the trial period. If You cancel before the trial period ends, no payment is due. If You do not cancel before the trial ends, the subscription will convert to a paid plan and billing will commence as per the chosen plan.
| Scenario | Refund Eligibility |
|---|---|
| Cancel before trial ends | No charge; no refund needed |
| Cancel within first 7 days of paid plan | Full refund of first month's fee (first-time subscribers only) |
| Cancel after 7 days (monthly plan) | No refund; access until end of billing cycle |
| Cancel mid-cycle (monthly plan) | No refund for remaining days |
5. Annual Plan Cancellations
Annual subscriptions are billed upfront for a full twelve (12) month term. The following refund schedule applies:
| Time Since Annual Plan Start | Refund |
|---|---|
| Within 7 days | Full refund of annual fee |
| 8 – 30 days | Pro-rated refund for remaining unused full months |
| 31 – 90 days | Pro-rated refund for remaining unused full months, less a 10% early cancellation fee |
| Beyond 90 days | No refund; access continues until end of annual term |
Pro-rated refunds are calculated based on full unused calendar months remaining in the subscription term. Partial months are not refunded.
Annual plans that were purchased at a discounted rate compared to the monthly equivalent are subject to an adjustment: the refund will be calculated based on the equivalent monthly rate for the months already used, and the balance refunded from the annual amount paid.
6. Non-Refundable Items
The following fees and charges are non-refundable under all circumstances:
- One-time setup and implementation fees — fees charged for onboarding, PACS/RIS integration, site configuration, or custom workflow setup;
- Training and onboarding fees — fees paid for user training, administrator training, or clinical education sessions;
- Custom development and integration fees — fees for bespoke software development, API integrations, or customisation work completed or in progress;
- Regulatory submission support fees — fees paid in connection with local regulatory filings or submissions;
- Already-consumed scan volume or usage credits — any usage charges for scans or analyses already processed;
- Shipping and logistics fees — costs incurred for device delivery, installation, or collection;
- Subscription fees for elapsed billing cycles — any fees already invoiced and paid for completed billing periods.
7. Hardware & Device Returns
Where Aikenist has supplied hardware or proprietary devices (e.g., workstations, edge compute units, or other equipment) under a service agreement, the following return conditions apply upon cancellation:
Return Obligation
You are obligated to return all Aikenist-owned devices within thirty (30) calendar days of the cancellation effective date. Devices must be returned in good working condition, fair wear and tear excepted.
Condition Assessment
Upon return, Aikenist will inspect the devices and assess their condition. The following charges may apply:
- Damage beyond fair wear and tear: repair cost or replacement cost, whichever is lower;
- Missing accessories, cables, or components: replacement cost;
- Failure to return within 30 days: a daily retention fee as specified in Your service agreement, plus full replacement cost if the device is not returned within 60 days.
Device Refund
Where You have paid a refundable deposit for a device, the deposit (less any assessed damage charges) will be refunded within thirty (30) business days of Aikenist's receipt and inspection of the returned device.
You are responsible for all shipping costs associated with device return. Aikenist recommends using a tracked and insured courier service. Aikenist is not liable for devices lost or damaged in transit during return.
8. Refund Processing Timeline
Approved refunds will be processed within the following timelines from the date of refund approval:
| Refund Method | Processing Time |
|---|---|
| Original bank account (NEFT/RTGS) | 7 – 15 business days |
| International wire transfer (SWIFT) | 15 – 30 business days |
| Original payment gateway / online method | 5 – 10 business days (subject to gateway timelines) |
| Demand draft / cheque | 15 – 20 business days |
Refunds will be issued using the same payment method and currency as the original payment, unless Aikenist and You mutually agree otherwise in writing. Aikenist is not responsible for delays caused by banking systems, correspondent banks, or incorrect bank details provided by You.
You will receive a written confirmation from Aikenist when a refund has been initiated.
9. Exceptions & Special Cases
Service Outages
If Aikenist experiences a platform outage or service interruption lasting more than seventy-two (72) consecutive hours, You may be eligible for a pro-rated service credit for the affected period. Service credits are the sole remedy for service outages and do not constitute a basis for a cash refund.
Termination by Aikenist
If Aikenist terminates Your agreement for reasons other than Your breach of contract, You will receive a pro-rated refund for any prepaid, unused portion of Your subscription. If termination is due to Your breach of the Universal Terms, Payment Terms, or any executed agreement, no refund will be issued.
Discretionary Refunds
Aikenist may, at its sole discretion, approve refund requests that fall outside the scope of this Policy in exceptional circumstances. Such discretionary refund decisions do not set a precedent for future requests.
Government or Regulatory Restrictions
Where Your use of the Services is restricted or prohibited by applicable law or regulatory authority in Your jurisdiction through no fault of Your own, Aikenist will review refund requests on a case-by-case basis.
10. Data After Cancellation
Data Export
Before the cancellation effective date, You may request an export of Your data in a standard machine-readable format. Data export requests must be submitted at least fourteen (14) days before the cancellation effective date to allow sufficient processing time.
Data Retention Period
Following the cancellation effective date, Aikenist will retain Your account data (excluding any patient or clinical data, which is not stored by Aikenist) for a period of thirty (30) calendar days. During this window, You may contact Aikenist to request reinstatement of Your account.
Data Deletion
After the thirty (30) day retention period, all Your account data will be securely and permanently deleted from Aikenist's systems in accordance with applicable data protection laws and Aikenist's data retention policy. Aikenist will provide written confirmation of deletion upon request.
Aikenist does not retain patient imaging data (DICOM files, PHI) on its servers post-processing — this data is transmitted back to Your PACS and is not subject to the above retention period. Please consult your institutional data retention policy for patient data obligations.
11. How to Cancel / Contact
To initiate a cancellation or refund request, or for any queries regarding this Policy, please contact Aikenist's billing team:
- Email: contact@aikenist.com
- Phone: +91 7560898983
- Business Hours: Monday – Friday, 9:00 AM – 6:00 PM IST (excluding public holidays)
- Mailing Address: Aikenist Technologies Pvt. Ltd., 7th Floor, Oberoi Commerz-II, International Business Park, Goregaon East, Mumbai, Maharashtra 400063, India
Please include the following information in your cancellation or refund request:
- Account / Organisation name
- Registered email address
- Subscription plan and billing cycle
- Reason for cancellation (optional but appreciated)
- Any relevant invoice numbers
Last updated: May 2025