Overview
DigiDxDoc Health Solutions Pvt. Ltd. ("DigiDxDoc," "we," "us," or "our") is committed to providing exceptional digital pathology solutions to healthcare institutions. This Refund Policy outlines the terms and conditions under which refunds may be requested for our subscription-based services, implementation services, and training programs.
Scope of Services
This policy applies to all DigiDxDoc services including:
• Digital pathology subscription packages (Essential, Professional, Enterprise)
• Whole slide scanner hardware leasing
• Implementation and integration services
• Training programs and support services
• Storage upgrades and additional services
• Laboratory processing services including:
• Histology tissue processing
• Histology slide reading with photos
• Slide scanning services
• Special stains (additional/extra services)
• Decalcification services for bony tissue
• Slide and block return services
Subscription Services Refund Policy
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee for new subscribers to our digital pathology platform, subject to the following conditions:
• Eligibility Period: Refund requests must be submitted within 30 calendar days of the initial subscription activation
• New Customers Only: This guarantee applies only to first-time subscribers who have not previously used DigiDxDoc services
• Usage Limitations: Refunds are available provided the service usage does not exceed reasonable evaluation limits (defined as processing fewer than 100 slides or 10 hours of active platform usage)
• Complete Termination: Requesting a refund results in immediate termination of all services and access to the platform
Subscription Cancellation and Prorated Refunds
Monthly Subscriptions
• Monthly subscriptions can be cancelled at any time
• Cancellation takes effect at the end of the current billing cycle
• No prorated refunds are provided for partial months
• Access continues until the end of the paid period
Annual Subscriptions
• Annual subscriptions may be cancelled with 30 days written notice
• Prorated refunds for unused months may be provided at DigiDxDoc's discretion, subject to:
• No breach of service terms
• Minimum 6-month service utilization
• Deduction of setup and implementation costs
• 15% administrative fee on the refunded amount
Non-Refundable Services
The following services are non-refundable:
• Custom implementation and integration services already performed
• Training sessions that have been conducted
• Storage upgrades that have been utilized
• Third-party licensing fees
• Data migration services
• Consulting and advisory services
• Laboratory processing services that have been completed:
•Histology tissue processing (once tissues have been processed)
•Histology slide reading with photos (once analysis is complete)
•Slide scanning services (once scanning is performed)
•Special stains that have been applied
•Decalcification services (once decalcification process is initiated)
•Slide and block return services (once materials have been shipped)
Hardware Refund Policy
Whole Slide Scanner Returns
•Hardware returns are accepted within 14 days of delivery
• Equipment must be in original condition with all components and packaging
• Customer is responsible for return shipping costs
• A 10% restocking fee applies to all hardware returns
• Custom or modified hardware configurations are non-returnable
Hardware Replacement vs. Refund
•DigiDxDoc will attempt to resolve hardware issues through replacement or repair before considering refunds
• If replacement is not feasible, a full refund will be provided
Laboratory Processing Services Refund Policy
Histology and Pathology Services
Pre-Processing Cancellation
• Full Refund Available: If cancellation occurs before tissue processing begins
• Notification Required: Minimum 24 hours advance notice for standard processing
• Rush Orders: Minimum 4 hours advance notice for expedited processing
Tissue Processing Services
• Histology Tissue Processing: Non-refundable once processing begins due to reagent consumption and laboratory resources
• Decalcification Services: Non-refundable once decalcification agents are applied to specimens
• Timeline: Processing typically begins within 2–4 hours of specimen receipt
Slide Preparation and Analysis
• Slide Reading with Photos:
• Full refund if cancelled before pathologist review begins
• 50% refund if cancelled during preliminary review phase
• Non-refundable once final report is generated
• Special Stains:
• Full refund if cancelled before staining procedure begins
• Non-refundable once staining reagents are applied
• Additional charges for special stain requests are clearly disclosed upfront
Digital Services
• Slide Scanning Services:
• Full refund if cancelled before scanning begins
• Non-refundable once digital scanning is completed
• Partial refund (50%) if scanning is interrupted due to technical issues on our end
Logistics and Return Services
Slide and Block Return (Package-based):
• Each package accommodates up to 20 slides/blocks
• Full refund if return service is cancelled before packaging
• Non-refundable once materials are packaged and shipped
• Shipping insurance and tracking included in service fee
Quality Guarantee for Laboratory Services
Service Quality Standards:
• Tissue Processing: Guaranteed proper fixation and processing according to standard protocols
• Slide Quality: Clear, well-stained slides suitable for diagnostic interpretation
• Scanning Quality: High-resolution digital images meeting diagnostic standards
• Turnaround Time: Processing completed within agreed timeframes
Quality-Related Refunds
• Reprocessing at No Charge: If initial processing fails to meet quality standards
• Full Refund: If reprocessing cannot achieve acceptable quality
• Expedited Replacement: Priority processing for quality-related issues
• Documentation: Quality issues must be reported within 48 hours of delivery
Implementation and Professional Services
Service Refunds
• Implementation services are refundable only if DigiDxDoc fails to deliver agreed-upon milestones
• Refunds are calculated based on undelivered service components
• Services partially completed will be charged proportionally
Training Program Refunds
• Training cancellations made 48 hours before scheduled sessions: Full refund
• Cancellations made within 48 hours: 50% refund
• No-shows or same-day cancellations: No refund
Refund Process
How to Request a Refund
1. Submit Written Request: Send a detailed refund request to refunds@digidxdoc.com
2. Required Information:
• Account details and subscription information
• Reason for refund request
• Supporting documentation (if applicable)
• Preferred refund method
3. Review Process: All requests are reviewed within 5–7 business days
4. Decision Notification: You will receive written notification of our decision
5. Processing Time: Approved refunds are processed within 10–15 business days
Refund Methods
• Refunds will be issued using the original payment method
• Bank transfer refunds may take 3–5 additional business days
• Processing fees charged by payment providers are non-refundable
Special Circumstances
Unforeseen Circumstances
• DigiDxDoc may provide discretionary refunds or service credits in cases of extended service interruptions due to circumstances beyond our control.
Healthcare Emergency Situations
• We understand the critical nature of healthcare services and will work with institutions facing genuine emergencies to find appropriate solutions, which may include service credits or modified terms For laboratory processing services, emergency situations may include patient safety concerns or urgent diagnostic needs.
Laboratory Service Exceptions
• Critical Diagnostic Delays: When processing delays impact patient care timelines
• Specimen Damage: Due to shipping or handling issues beyond customer control
• Technical Equipment Failures: Affecting slide scanning or processing quality
• Regulatory Compliance Issues: When processing doesn't meet required standards
Data Breach or Security Issues
• In the unlikely event of a significant data security incident affecting your data, we will work with affected customers to determine appropriate remediation, which may include service credits or refunds.
Dispute Resolution
Internal Review Process
• If you disagree with our refund decision, you may request an internal review
• Submit your appeal to support@digidxdoc.com within 14 days
• Appeals are reviewed by senior management within 10 business days
External Mediation
• For unresolved disputes, both parties agree to seek resolution through mediation before pursuing legal action.
Contact Information
Refund Requests:
Email: refunds@digidxdoc.com
Phone: 1800 8899 868
General Support:
Email: support@digidxdoc.com
Website: www.digidxdoc.com
Mailing Address:
DigiDxDoc Health Solutions Pvt. Ltd.
DigiDxDoc, 3rd floor, 196/A, 4th Cross Rd, KHB Colony, 5th Block, Koramangala, Bengaluru, Karnataka 560095
Policy Updates
DigiDxDoc reserves the right to modify this Refund Policy at any time. Changes will be communicated via:
• Email notification to active subscribers
• Website posting with 30 days advance notice
• In-platform notifications
Continued use of services after policy changes constitutes acceptance of the updated terms.
Regulatory Compliance
This policy complies with:
• Indian Consumer Protection Act, 2019
• Information Technology Act, 2000
• Healthcare data protection regulations
• International healthcare compliance standards where applicable
Limitations and Disclaimers
• Refunds do not include consequential damages or lost profits
• DigiDxDoc's liability is limited to the amount paid for services
• This policy supplements but does not replace our Terms of Service
• Some limitations may not apply in jurisdictions that prohibit such exclusions
Questions? Contact our support team at support@digidxdoc.com for clarification on any aspect of this policy.
This policy is designed to be fair to both DigiDxDoc and our healthcare institution partners while ensuring compliance with applicable laws and industry standards.