Refund & Cancellation Policy

2. Device Ownership

2.1. All Devices provided by Healthsoft — including The Guard Rail (personal safety pendant), The Health Guard (medical-grade ECG bracelet), and The Keeper (intelligent medication dispenser) — are rented to the subscriber. Ownership of all Devices remains with Healthsoft at all times. No title or ownership in any Device is transferred to the subscriber at any point, regardless of the plan selected or duration of use.

3. Cancellation

3.1. How to Cancel

A subscriber may request cancellation at any time through:

• The Healthsoft mobile application
• The Healthsoft website
• The Healthsoft customer support channel
• Email to care@healthsoft.in

A cancellation request shall be considered effective only when acknowledged by Healthsoft through the Platform, CRM, email, support channel, or other official confirmation.

3.2. No Lock-In

Healthsoft does not impose long-term contracts or lock-in obligations. Subscribers may cancel at any time subject to the terms of this Policy.

3.3. Cancellation Within 72-Hour Trial Window

Subscribers who cancel within 72 hours of confirmed setup completion are eligible for a full refund, subject to Section 4.1 of this Policy. The 72-hour window is calculated from the time Healthsoft confirms the Device is live and active on its system — not from the date of delivery.

3.4. Cancellation After 72-Hour Trial Window

If a subscriber cancels after the 72-hour trial window:

• No refund shall be issued for the current billing period
• The subscriber's access to Services shall continue until the end of the paid billing cycle
• The Device must be returned to Healthsoft upon cancellation (see Section 5)

3.5. Pause and Modification

Subscribers may request a service pause or plan modification through the app or support channel. Such requests become effective only upon acknowledgment by Healthsoft. Paused periods are subject to applicable plan terms and billing conditions.

4. Refunds

4.1. 72-Hour Trial Window Refund

A full refund is available if all of the following conditions are met:

• (a) The cancellation request is made within 72 hours of confirmed setup completion;
• (b) The Device is returned to Healthsoft in full working condition; and
• (c) No damage, missing accessories, or replacement costs are identified upon return. Where damage or missing items are found, applicable costs shall be assessed and deducted from the refund prior to processing.

4.2. Uncovered City Refund

Where Healthsoft is unable to activate service because the subscriber's city or address falls outside an active coverage zone, Healthsoft may offer a full refund or credit at its discretion.

4.3. What Is Not Refundable

The following are non-refundable under all circumstances, except where required by applicable law:

• Any subscription period already served
• Setup fees, where applicable
• Completed installation or guardian visit charges
• Dispatched device costs (for sold plans)
• Retrieval visit charges
• Damage or replacement costs assessed upon device return

4.4. Refund Processing

Refunds, where approved, shall be processed to the original payment method within 7–10 business days of Healthsoft confirming return receipt and device condition. Healthsoft shall not be responsible for delays caused by banking systems, payment gateways, or card issuers.

5. Device Return

5.1. Upon cancellation of any plan involving rented Devices, the subscriber must return all Devices and accessories to Healthsoft in good working condition, subject to reasonable wear and tear.

5.2. Healthsoft may charge the subscriber for:

• Non-return of Device
• Delayed return beyond the agreed return window
• Material damage or tampering
• Missing accessories or components
• Retrieval visits required due to subscriber non-cooperation

5.3. Device return logistics and timelines shall be communicated by Healthsoft at the time of cancellation confirmation.

6. What Is Not Covered

6.1. No refund or service credit shall be due for disruptions, delays, or limitations caused by:

• User-side issues including inaccurate information, inaccessible premises, or refusal of installation
• Telecom or network failures outside Healthsoft's control
• Beneficiary non-cooperation or unavailability
• Force majeure events including natural disasters, civil unrest, government restrictions, or pandemics
• Misuse of Devices or Services
• Hospital preference changes or medical decisions made independently of Healthsoft
• Courier delays or failed delivery attempts outside Healthsoft's control

7. Compassionate Cancellations

7.1. Healthsoft recognises that exceptional circumstances — including the passing of the senior beneficiary or long-term hospitalisation — may warrant special consideration. Such cases will be handled at Healthsoft's reasonable discretion on a case-by-case basis. Specific guidelines governing compassionate cancellations shall be published separately and updated from time to time.

7.2. Subscribers seeking compassionate cancellation may write to care@healthsoft.in with relevant supporting information.

8. Contact Us

8.1. For cancellation requests, refund queries, or any related concerns:

Kaycees Healthsoft India Private Limited

No. 9, 9th Cross Street, Shastri Nagar, Chennai, Tamil Nadu 600020, India

Email: care@healthsoft.in

Grievance Officer: shravan@healthsoft.in

Phone: +91 7806927154

9. Governing Law

9.1. This Policy shall be governed by the laws of India. Any disputes arising under this Policy shall be subject to the dispute resolution mechanism set out in the Healthsoft Terms and Conditions.

Effective Date: 26th June, 2026 · Last Updated: 25th June, 2026

Entity: Kaycees Healthsoft India Private Limited

Governing Law: Laws of India · Jurisdiction: Chennai