Rubrisense is a Software-as-a-Service (SaaS) platform.
We do not sell or deliver physical goods of any kind. All charges relate to access to digital software services and pre-paid AI credits. This policy governs those charges exclusively.
1. Free Trial
New practices are offered a 14-day free trial with full access to Platform features. No payment is required during the trial period. At the end of the trial, access continues only if a paid subscription is activated. No charge is made if you choose not to subscribe.
2. Subscription Plans
Subscription fees are charged in advance for the selected billing period (monthly or annual). By subscribing, you authorise us to charge your payment method on a recurring basis at the start of each new billing period, until you cancel.
Subscription fees cover access to the Platform and its non-AI features. AI-assisted features consume credits from a separately topped-up wallet (see Section 4).
3. Cancellation of Subscription
3.1 How to Cancel
You may cancel your subscription at any time by:
3.2 Effect of Cancellation
- On cancellation, your subscription will remain active until the end of the current paid billing period. You will not be charged for the next billing cycle.
- Access to paid features will be revoked when the current period expires.
- Your patient data and records will remain accessible for 30 days after expiry so you can export them. After 30 days, data will be permanently deleted unless you reactivate your subscription.
4. AI Credits Wallet
AI-assisted features (repertorization, intake form generation, lab report analysis, etc.) consume credits from a pre-paid wallet associated with your account. Credits are purchased in advance and deducted per consultation or AI operation.
- Wallet top-ups are non-refundable once purchased, except in the circumstances detailed in Section 5.
- Unused wallet credits are non-transferable to other accounts.
- Credits do not expire while your account is active.
- If you close your account, unused credits are forfeited and will not be refunded.
5. Exceptions — When Refunds May Be Considered
We do not offer refunds as a general policy. However, we will review refund requests on a case-by-case basis in the following exceptional circumstances only:
- Duplicate charge: A technical error caused your payment method to be charged more than once for the same billing period or wallet top-up
- Significant service outage: The Platform was completely inaccessible for a continuous period of more than 72 hours due to a fault attributable solely to us, and you were unable to use the service you paid for
- Unauthorised charge: A charge was made to your account that you did not authorise and that resulted from a breach of our security obligations
To request a refund under these exceptions:
- Submit your request within 7 days of the transaction date
- Email support{{ str_replace(['http://', 'https://'], '', config('app.url')) }} with subject "Refund Request — [Your Practice Name]" and include your transaction ID, date, amount, and a description of the issue
- We will acknowledge your request within 3 business days and resolve it within 10 business days
- Approved refunds are processed to the original payment method via Razorpay. Processing time is 5–7 business days from approval, depending on your bank.
6. No Refunds For
We explicitly do not provide refunds for:
- Partial use of a billing period (e.g., cancelling mid-month)
- Unused subscription time remaining after voluntary cancellation
- Change of mind after purchase
- Unused AI wallet credits
- Failure to cancel before the next renewal date
- Dissatisfaction with AI outputs — AI accuracy is inherently variable and disclosed in our Terms of Service
- Account suspension or termination due to violation of our Terms of Service
7. Annual Subscriptions
Annual subscription payments are non-refundable after the 14-day free trial period. If you subscribe to an annual plan, you are committing to a full year of the service. We recommend using the free trial to evaluate the Platform before committing to an annual plan.
8. Payment Processing
All payments are processed by Razorpay. We do not store your payment card details. In the event of a payment dispute or chargeback initiated with your bank or card provider, we reserve the right to suspend your account pending resolution. We will cooperate fully with the payment provider's dispute process.
Initiating a chargeback for charges that fall outside the refund exceptions above may be considered a breach of these Terms and may result in permanent account termination.
9. Contact
For billing inquiries or refund requests: