Refund Policy

1. Overview & Commitment

AqNoorLabs is committed to delivering a premium pharmacy software experience through MyMedicare. We understand that occasional technical issues or circumstances may require a refund. This Refund Policy is crafted in accordance with applicable Indian consumer protection laws, the DPDP Act, 2023, and fair business practices.

2. Refund Eligibility Criteria

A refund request will be considered when all of the following conditions are met:

• The software fails to install or produce invoices correctly on a Windows 10 / Windows 11 64-bit device meeting the minimum system requirements (4 GB RAM, 500 MB free disk).
• A documented technical failure directly attributable to AqNoorLabs prevents normal usage of core POS billing or stock management features.
• The refund request is submitted within the applicable eligibility window (see Section 4).
• The license key has not been shared with, or activated on, additional devices by third parties.
• The request includes valid order details: Registered Name, Email, Payment Reference ID, and a description of the issue.

3. Non-Refundable Circumstances

Refunds will generally not be issued in the following cases:

• Change of mind after software installation and active use.
• Failure to read posted minimum system requirements before purchase.
• Incompatibility arising from Windows versions below the supported threshold (e.g., Windows 7, 8, or 32-bit OS).
• Requests submitted after the 7-day refund window has expired.
• A significant portion of the subscription period has been actively used without any reported issues.
• Requests where the 14-day free trial was fully utilised before a subscription purchase was made.
• Partial refunds on annual plans mid-term (unless a confirmed major technical defect attributable to AqNoorLabs is verified).

4. Refund Eligibility Window

Refund requests must be submitted within 7 calendar days from the original subscription activation or renewal payment date.

5. Refund Request Process

1. Email your refund request to [email protected] with Subject: Refund Request — MyMedicare.
2. Provide: Full Name, Registered Email ID, Payment Reference / Razorpay Order ID, Subscription Plan purchased, Purchase Date, and a clear description of the issue.
3. Our support team will acknowledge receipt within 24–48 business hours and resolve within 2–5 business days.
4. If eligible, the refund will be credited to the original payment method (UPI, Credit/Debit Card, Net Banking).
5. Upon refund approval and data erasure request, your personal registration data will be deleted per DPDP Act Section 8(7) obligations.

6. Refund Processing Timeline

Once approved, refunds typically reflect in your account within 5–10 business days depending on your bank, card issuer, or UPI platform. AqNoorLabs will initiate the refund via Razorpay within 2 business days of approval.

7. DPDP Act Data Erasure upon Refund

Upon a successful refund and subscription cancellation, you may submit a separate Data Erasure Request under Section 12(1)(b) of the DPDP Act, 2023. AqNoorLabs will:

• Delete your Name, Mobile Number, and Email from our active registration database.
• Retain only the minimum transactional data required for statutory GST and accounting compliance under Indian tax laws.
• Confirm erasure completion via email within 30 days of the verified request.

Note: Local pharmacy data (invoices, medicine stock, supplier records) stored on your Windows PC by the MyMedicare software is fully under your control and is not accessible by AqNoorLabs.