Refund and Returns Policy

1. Overview

Alinto provides healthcare technology software to clinics, practices, and health systems under written agreements. This Refund and Returns Policy explains how fees are handled when an engagement is cancelled, a service does not meet expectations, or a billing error occurs.

Because our services are primarily subscription-based software and ongoing professional services rather than physical goods, this policy addresses service cancellations, fee adjustments, and credits rather than product returns. There are no physical goods to return.

2. Refund Eligibility

A refund, credit, or fee adjustment may be considered in the following circumstances: a documented billing error or duplicate charge; a material failure by Alinto to deliver the agreed scope; cancellation due to a material breach by Alinto; or a service-level commitment not met as defined in your agreement.

Refunds are generally not available for: work already performed under a retainer or implementation engagement; services cancelled after the applicable notice period has lapsed; or fees arising from a client-side delay, change of scope, or failure to provide required access.

Each request is reviewed on its merits against the terms of your signed agreement, and we aim to be fair and transparent in every decision.

3. Software Subscriptions

Platform subscriptions are billed in advance on a monthly or annual cycle as set out in your agreement. You may cancel a subscription at any time with written notice, and the cancellation takes effect at the end of the current billing period.

Unused time within a paid billing period is not refunded unless the cancellation is due to a material breach by Alinto, in which case a pro-rata refund for the remaining period will be issued within thirty (30) days of the effective cancellation date.

Annual subscribers who cancel within the first thirty (30) days of an initial term may request a pro-rata refund of the unused months, less any setup or onboarding fees already incurred.

4. Implementation and Setup

One-time implementation or setup fees cover discovery, configuration, integration, and onboarding work. These fees are non-refundable once work has commenced, except where Alinto has failed to deliver the agreed scope.

If Alinto fails to deliver the agreed scope, a reasonable adjustment will be negotiated in good faith, which may take the form of a partial refund, a credit toward future services, or completion of the outstanding work at no additional charge.

5. Service-Level Issues

If a documented service-level commitment in your agreement is not met, you may be entitled to service credits as set out in that agreement. Service credits are applied to future invoices rather than paid out as cash refunds.

To claim a service credit, notify Alinto in writing within thirty (30) days of the incident, with sufficient detail for us to verify the outage or degradation against the committed metric.

6. Refund Timeframes and Methods

Approved refunds are processed back to the original payment method wherever possible. Where that is not feasible, a credit note applied to future invoices may be issued instead, by mutual agreement.

We aim to issue approved refunds within fourteen (14) business days of approval. Refunds to credit cards or bank accounts may take an additional three to ten business days to appear, depending on your financial institution.

Refunds are issued in the same currency as the original payment and do not include any fees or charges imposed by third parties such as banks or payment processors.

7. How to Request a Refund

To request a refund, credit, or fee adjustment, email info@alinto.tech with the subject line "Refund Request" and include: your organisation name and account or contract reference; the invoice or charge in question; and a clear description of the reason for the request.

We will acknowledge your request within five (5) business days and aim to resolve it within thirty (30) days. Where we need additional information, the resolution period is paused until we receive it.

You will receive a written decision explaining the outcome and, where a refund or credit is approved, the amount, method, and expected timeframe.

8. Chargebacks

We encourage you to contact us before initiating a chargeback, as most billing concerns can be resolved directly and more quickly. Chargebacks initiated without first contacting Alinto may result in suspension of services while the dispute is investigated.

If a chargeback is later found to be invalid or reversed in Alinto's favour, any associated service suspension will be lifted once the original charge and any applicable fees are settled.

9. Contact Us

For refund or billing questions, email info@alinto.tech or write to: 1st Floor, Plot No. 06, Katol Road, Falke Layout, Kolbaswami Nagar, Akar Nagar, Nagpur, Maharashtra 440013.