Refund and cancellation policy

1. What you are buying

A monthly subscription to an online documentation and record-keeping service. Nothing is shipped. Access is provided online as soon as payment is confirmed.

2. Cancelling a subscription

• An institution administrator can cancel at any time from Billing → Manage billing, or by emailing support@ecmouniverse.com.
• Cancellation takes effect at the end of the current billing month. Access continues until then, and no further charges are made.
• There are no cancellation fees.

3. Refunds

• Fees for a billing month that has already started are not refunded, except as below.
• Charged in error (duplicate payment, wrong plan, or a charge after cancellation): refunded in full.
• Service not delivered (the service was unavailable for more than 72 continuous hours because of a fault on our side): a pro-rata refund or credit for the affected days.
• Ask for a refund within 30 days of the charge. Approved refunds are sent back to the original payment method within 7 working days. Your bank may take a few more days to show it.
• GST charged on a refunded amount is reversed through a credit note.

4. Your records after cancellation

Records are not deleted on cancellation. The institution can export them, and they are kept or deleted as set out in the data processing agreement and medical-records law.

5. Complaints

If you are unhappy with a billing decision, contact our Grievance Officer, Dr. Vishal Sardhara, at grievance@ecmouniverse.com or +91 88660 59532. We acknowledge complaints within 48 hours and resolve them within 30 days.