Billing & Subscriptions

Legal Document

Subscription, Billing, Refund & Credits Policy

This policy explains how Medisray plans, billing, payments, cancellations, refunds and credits work — so you always know where you stand on your subscription.

Last Updated

August 25, 2026

Plans, Billing Periods & Included Credits

Medisray provides a Free plan and paid subscription plans. A paid subscription becomes active only after the applicable payment has been successfully confirmed by Medisray through its payment-processing system.

Billing periods

This Policy applies to:

Monthly — active for 30 days from the date it becomes active.
Annual — active for 12 months from the date it becomes active.
Paid subscriptions automatically renew at the end of the applicable billing period unless cancellation has been scheduled before the current billing period ends.
All billing period start dates, end dates, renewal dates and credit-period resets are calculated using Coordinated Universal Time (UTC).
All subscription prices and charges are stated in Indian Rupees (INR) unless otherwise specified.
Plan prices are exclusive of applicable GST unless otherwise stated.

Plan features, limits & included credits

Features, usage allowances, resource limits and included credits are determined by the plan active on the account. Medisray may restrict access to features or resources that are not included in the active plan.

Included plan credits

Credits included with a plan are part of that plan's entitlement and are not a cash balance.
Unused included credits do not carry forward beyond the applicable Credit Period.
Included credits expire when the applicable Credit Period ends or when the associated plan entitlement ends.
Included plan credits are consumed before purchased credit add-ons, as described in Section 06.

Monthly plan credit entitlements

For a monthly plan with a monthly credit entitlement, the full monthly credit entitlement is allocated to the account when the monthly subscription becomes active. The Credit Period for that entitlement is the 30-day billing period then in progress.

The customer may use the available included credits at any time during the monthly Credit Period.
Unused included credits remain available until the monthly Credit Period ends.
On renewal, a new monthly credit entitlement is allocated for the new Credit Period. Unused included credits from the previous Credit Period do not carry forward.
If the monthly subscription ends before the Credit Period would otherwise end, including due to cancellation taking effect or an immediate upgrade, the included-credit entitlement for that Credit Period ends at the same time and any unused included credits are forfeited.

Annual plan credit entitlements

For an annual plan with an annual credit entitlement, the full annual credit entitlement is allocated to the account when the annual subscription becomes active. The Credit Period for that entitlement is the full 12-month annual subscription period.

For example, if an annual plan includes 6,000 WhatsApp credits, all 6,000 credits are made available to the account at the start of the annual subscription period.

The customer may use the available included credits at any time during the annual subscription period.
Unused included credits remain available until the annual subscription period ends.
Included credits do not carry forward after the annual subscription period ends.
Included credits are separate from purchased credit add-ons.
Purchased credit add-ons remain available according to Section 06 and are not affected by the expiry of included annual-plan credits.

Changing Your Plan

Customers may upgrade or downgrade their subscription using the options made available by Medisray.

Upgrade at the next billing cycle

The selected higher plan is scheduled to become active when the current billing period ends.
The new plan's price, features, limits and entitlements — including its included-credit entitlement — apply from the start of the new billing period.
The current plan's included-credit entitlement for the billing period in progress remains unaffected and continues to apply until that billing period ends.

Immediate upgrade

If the customer chooses to activate the higher plan immediately:

The current plan ends immediately.
The applicable full price of the new plan is charged.
The new plan becomes active immediately, together with the new plan's full included-credit entitlement for the new billing period.
A new billing period begins from the date of the immediate upgrade.
No monetary proration or refund is applied to the unused portion of the previous billing period.
Any included plan credits that were unused under the previous plan at the time of the immediate upgrade are forfeited and do not carry forward into the new plan.
Purchased credit add-ons are unaffected by an immediate upgrade and remain available in accordance with Section 06.
Any previously scheduled plan change or cancellation is replaced by the immediate upgrade.

Downgrades

A downgrade becomes effective at the end of the current billing period. The current plan, including its included-credit entitlement, remains active and unaffected until the downgrade becomes effective. When the downgrade becomes effective, the account receives the included-credit entitlement of the new, lower plan for the new billing period; any unused included credits from the previous plan expire and do not carry forward. Purchased credit add-ons remain unaffected.

Over-limit resources on downgrade

If the account exceeds the limits of the lower plan:

Existing resources are not immediately deleted.
Resources exceeding the new plan's limits are frozen.
Medisray does not automatically select which resources should remain active.
The account owner must select the resources that should remain active within the limits of the new plan.
Frozen resources remain stored while the account remains active.

If an account has no activity for 90 consecutive days, Medisray may permanently delete frozen resources and associated data that are no longer available under the account’s active plan. The 90-day period is calculated from the date of the account’s last recorded activity using UTC.

Before permanently deleting frozen resources or associated data under this Section, Medisray will notify the account owner, using the contact details on file, at least 7 days before the scheduled deletion. The account owner may prevent deletion by logging into the account or contacting Medisray Support before the scheduled deletion. Once data has been permanently deleted, it cannot be recovered.

Scheduled plan changes

A scheduled cancellation is not treated as a scheduled plan change for purposes of this section. Where a different paid plan is already scheduled for the next billing period, cancellation of the current plan does not automatically remove that scheduled plan transition, as described in Section 03.

Subscription Cancellation

Customers may request cancellation of a paid Medisray subscription at any time from:

Billing → Manage Subscription → Cancel

Cancellation does not immediately terminate the current paid billing period.

What happens when you cancel

Cancellation stops the next renewal of the current paid subscription.
The current paid plan remains active until the end of the current billing period.
At the end of the current billing period, the account moves to the Free plan unless another paid plan has been scheduled to become active at that time.
There is no cancellation fee.
Cancellation does not automatically result in a refund for the unused portion of the current billing period.

Cancellation of a scheduled plan change

If a plan change has already been scheduled for the next billing cycle, cancellation of the current subscription does not automatically remove the scheduled plan transition. The account owner may explicitly cancel or replace the pending plan transition through the available Medisray subscription-management options. If no different paid plan remains scheduled when the current paid period ends, the account moves to the Free plan.

Cancellation and over-limit resources

When an account moves from a paid plan to the Free plan, existing data is not automatically deleted. Resources that exceed the Free plan’s limits may be frozen, and the account owner must select the resources that should remain active within the Free plan’s limits. The same 90-day inactivity rule, 7-day pre-deletion notice, and deletion-prevention option described in Section 02 apply here.

Reversing a cancellation

A scheduled cancellation can be reversed while the current paid billing period is still active. Customers must contact Medisray Support to request reversal of a scheduled cancellation.

A reversal request is considered timely if it is submitted before the current paid billing period ends.
The timestamp at which Medisray receives the request determines whether the request was submitted on time.
Support processing or confirmation time does not affect the eligibility of a timely request.
An authorised Medisray administrator may revoke the scheduled cancellation.
Medisray does not provide a self-service cancellation-reversal control.

Cancellation notifications

Medisray may send notifications regarding a scheduled cancellation, including information about the remaining time before the current paid plan ends.

Cancellation support: support@medisray.com

Payments, Renewals & Invoices

Payments for Medisray subscriptions and credit add-ons are processed through payment methods made available by Medisray’s payment processor. Medisray uses Razorpay for payment processing.

Payment methods

Customers may use payment methods supported by Razorpay and enabled for their Medisray account. Available payment methods may vary based on the customer, transaction and payment-provider requirements.

Payment confirmation

Medisray does not activate paid-plan entitlements solely on the basis of a browser or client-side payment response. Paid-plan access is activated or changed only after the payment status has been successfully verified by Medisray’s backend.

Initial payment failure

If an initial payment fails or successful payment cannot be confirmed:

Interrupted or uncertain payments

If a payment is interrupted or the payment result is temporarily unavailable, Medisray may display a payment-verification status while the payment is being reconciled. Customers should not make another payment solely because a payment confirmation was delayed or a browser response was not displayed.

Automatic renewal

Paid subscriptions automatically renew at the end of the applicable billing period using the payment method and payment mechanism associated with the subscription. The applicable subscription price, taxes and other charges are presented to the customer in accordance with the applicable plan and billing terms.

Renewal payment failure

Medisray provides a 5-day grace period.
During the grace period, the account retains full and uninterrupted access to the current paid plan and its associated entitlements.
Medisray will send a renewal-failure notification on each day of the grace period, from Day 1 through Day 5.
Razorpay may retry the payment according to its applicable payment-retry mechanism.
If payment is successfully recovered during the grace period, the paid subscription continues.
If payment remains unsuccessful after the grace period, the paid subscription ends and the account moves to the Free plan.

A successful payment recovered during the grace period applies to the renewal that was originally due. The subscription’s existing billing schedule remains in effect.

Duplicate or incorrect payments

If a customer believes they have been charged more than once or has been charged incorrectly, they should contact Medisray Support with the relevant invoice number or payment reference. Medisray will review the payment and determine the appropriate resolution.

Invoices

Medisray generates an invoice for each successfully completed subscription payment and each successfully completed credit add-on purchase. Failed or unsuccessful payment attempts do not constitute successful payments and do not generate a final paid invoice. Applicable GST is calculated based on the customer’s billing and tax details and the applicable tax treatment.

Payment disputes and chargebacks

Customers are encouraged to contact Medisray Support before initiating a chargeback or payment dispute with their bank, card issuer or payment provider so that the matter can be reviewed directly. If a chargeback or payment dispute is filed, Medisray may suspend the affected account’s paid-plan access while the dispute is pending, and may review the disputed payment and associated account activity. Repeated, abusive or fraudulent chargebacks may result in restrictions on future purchases or other appropriate account action.

Billing support: support@medisray.com

Refund Policy

Medisray subscription fees are generally non-refundable once a paid billing period has started. Cancelling a subscription does not automatically result in a refund. The paid plan remains active until the end of the current billing period.

Refunds and billing exceptions

Refunds are not an automatic entitlement. Medisray may review and approve a full refund, partial refund, account credit or service extension in exceptional circumstances, including:

The circumstances listed above are illustrative and not exhaustive. Whether a circumstance qualifies for a refund, credit or service extension is determined by Medisray on a case-by-case basis. No fixed uptime or service-level threshold applies to refund decisions based on service issues.

Refund request window

A refund review must be requested within 14 days of the date the applicable payment was charged. The 14-day period is a request window and does not guarantee that a refund will be approved. Requests received after this period will generally not be considered, except where Medisray determines that exceptional circumstances apply.

Credit add-ons

Purchased credit add-ons are separate purchases from subscription plans and are non-refundable. No refund is provided for unused or partially used purchased credits. The full terms applicable to purchased credit add-ons are provided in Section 06.

Payment charged but payment status not confirmed

If a customer’s payment method has been charged but Medisray has not yet confirmed successful payment, Medisray will first reconcile the payment with the payment provider. A refund will not be initiated solely because the browser or client application did not display a successful payment response.

Refund processing

Where a refund is approved, Medisray will initiate the refund through the original payment method or applicable payment provider. Where GST was charged and collected on the original transaction, any applicable GST adjustment will be processed in accordance with applicable tax law and Medisray’s invoicing and tax procedures. The time required for the refunded amount to appear in the customer’s account depends on the payment method, bank and payment network.

Requesting a refund review

Medisray will review the request and communicate the outcome.

Refund support: support@medisray.com

Usage, Credits & Add-ons

Medisray distinguishes between two categories of credits: included plan credits, which form part of a subscription plan’s entitlement and are governed by Section 01; and purchased credit add-ons, which are purchased separately from the subscription plan and are governed below.

Purchased credit add-ons

Credit add-ons are separate purchases from subscription plans.
Credit add-ons are available to eligible customers on the Free plan and paid plans.
Purchased credits are not part of the subscription's included credit allowance.
Purchased credits remain available if a customer downgrades to the Free plan.
Purchased credits remain available when a paid subscription ends and the account moves to the Free plan.
Purchased credits expire 12 months from the date of purchase.
Purchased credit add-ons are non-refundable.
Purchased credits are not transferable to another account.
Once purchased credits expire, they cannot be restored or reused.

Credit consumption order

Where an account has both included plan credits and purchased credits, credits are consumed in the following order:

Applicable included plan credits are consumed first.
Purchased credit add-ons are consumed after the applicable included plan credits for the relevant Credit Period are exhausted.

This consumption order applies consistently across subscription plans and credit add-ons.

Credit exhaustion

When available credits for a channel are exhausted, the corresponding credit-based functionality may be restricted until additional eligible credits are available, or the customer changes to a plan that provides the required credit entitlement. Purchased credits that remain available are not removed solely because the account’s paid subscription ends or the account moves to the Free plan.

Definitions

For purposes of this policy:

TERM	DEFINITION
Account	The Medisray customer account under which subscriptions, users, clinics and associated resources are managed.
Plan	A Medisray subscription offering that defines features, limits, usage allowances and entitlements.
Free Plan	The Medisray plan available without a paid subscription fee and subject to its applicable features and limits.
Paid Plan	A Medisray subscription plan that requires payment for access to its applicable features, limits and entitlements.
Subscription	A paid plan arrangement associated with an account for a defined billing period and subscription lifecycle.
Billing Period	The period during which a subscription's plan entitlements are active.
Renewal Date	The date on which the current billing period ends and the next billing period is scheduled to begin.
Included Credits	Credits provided as part of a plan's entitlement.
Purchased Credits	Credits purchased separately from a subscription plan.
Credit Period	The period during which a given allocation of included plan credits is available for use before it expires. For a monthly plan, the Credit Period is the 30-day billing period in progress. For an annual plan, the Credit Period is the full 12-month annual subscription period, unless the associated plan entitlement ends earlier.
Grace Period	The five-day period following an unsuccessful renewal payment during which the account retains access to its current paid plan while payment recovery is attempted.
Scheduled Plan Change	A plan upgrade or downgrade that has been selected to take effect at a future billing period.
Frozen Resources	Resources or data that exceed the limits of an account's current plan following a downgrade or move to the Free plan and are retained but rendered inactive or inaccessible until the account owner brings usage within the applicable plan's limits.
Account Activity	Activity recorded by Medisray that indicates active use of the account. The 90-day inactive-account period is measured from the date of the account's last recorded activity using UTC.

Support & Contact Information

For subscription, billing, payment or refund-related queries, customers may contact:

Support	Medisray Support
Email	support@medisray.com

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