Refund & Cancellation Policy
This policy covers subscriptions to NABHDesk, supplied by Caresoft Systems Private Limited. It forms part of the Terms of Use; a signed Order prevails where it differs.
THE ASSESSMENT OUTCOME IS NEVER A REFUND BASIS.
If your hospital does not achieve accreditation, achieves a lower score than hoped, receives non-conformities, or is delayed — that is not grounds for a refund. We told you before you bought that no software can get a hospital accredited, and the Independence Notice §4 says so in terms.
- What you are paying for
- Assessment outcomes
- Before you buy
- Cancelling
- When we refund
- If our content is wrong
- What is not refundable
- Low adoption
- Annual plans and the accreditation cycle
- Users and scope changes
- Consultant arrangements
- Billing errors
- Suspension for breach
- How to request a refund
- Your records after cancellation
- Method and timelines
- Taxes and chargebacks
- If we terminate
- Changes and contact
1. What you are paying for
NABHDesk is a subscription service, delivered electronically and activated on provisioning. You are paying for access to the platform and its element library for a period — the modules, the workflow, the structure, and the ability to record and track your own quality programme.
You are not paying for an accreditation outcome, and no part of the fee is contingent on one.
2. Assessment outcomes
| Situation | Refund? |
|---|---|
| Accreditation not achieved | No |
| Lower score than expected | No |
| Non-conformities raised | No |
| Assessment delayed or rescheduled | No |
| An assessor disagreed with an applicability decision you made | No |
| An assessor interpreted an element differently from our wording | No — but tell us (§6) |
| Your readiness score was high and the assessment went badly | No — see below |
On that last row. A high readiness score reflects what your own team recorded. If it did not match reality, the score was measuring your team's optimism, not our software's accuracy — and the platform states plainly that it cannot detect generous self-scoring (Terms §8).
This is uncomfortable and it is the honest position. It is also why the Independence Notice says what it says before you buy rather than after.
3. Before you buy
There is no self-service signup, deliberately. A stranger picking their own programme and bed category would get a readiness figure against the wrong scope, and a wrong figure is worse than none.
Access is sales-led: request, review, provision. That process exists so you get a correctly scoped tenant, and it is also your chance to see the product properly before committing.
- Ask for a walkthrough of the modules you will actually use, not a highlights reel.
- Ask which chapters of our library have completed human verification against the published edition, and get the answer in writing (Independence Notice §9).
- Have your quality lead compare a few of our element descriptions against your own copy of the standards before you sign.
- Where a trial or pilot is offered, scope, duration and any charge are stated in your Order. Export anything you created during a pilot before it expires.
4. Cancelling
- Cancel from the admin console or by writing to accounts@caresoft.co.in from a registered contact.
- Notice is [30] days, or as stated in your Order. Cancellation takes effect at the end of the current period after notice expires.
- Cancellation stops renewal; it does not refund the current period.
- Plan your export before the account closes (§15). Documents, minutes, incidents and audit trails are records you are obliged to retain.
5. When we refund
| Situation | Outcome |
|---|---|
| New client, first paid period — not satisfied | Full refund if requested within [15] days of the first paid charge, provided no assessment has been closed. Once per organisation |
| Provisioned with the wrong scope by us and not corrected within [7] days of your report | Full refund of the current period |
| It cannot be made to work in your environment — documented technical failure on our side, unresolved within [21] days | Full refund of the current period |
| A material content error on our side — see §6 | Pro-rata credit or refund per §6 |
| Duplicate or double charge | Full refund of the duplicate |
| Incorrect amount charged | Refund of the excess |
| Charged after valid cancellation | Full refund of that renewal |
| Sustained platform failure — confirmed fault, platform unusable more than [72] continuous hours, reported at the time | Pro-rata credit or extension |
| Outage during your notified assessment window | See the SLA — enhanced credits apply |
| Material feature removal and you terminate before it takes effect | Pro-rata refund of prepaid unused fees |
| We terminate for convenience | Pro-rata refund of unused period |
6. If our content is wrong
Our requirement wording is our own interpretation, and we say so. But an error that materially misstates what an element requires is our error, and we treat it as such.
| Situation | What we do |
|---|---|
| An element's wording materially misstates the requirement, and you scored against it | Correct it, notify every affected client, flag the affected scores, and credit [one month] of fees |
| An element carries a wrong code or tier | Correct and notify. Credit where scoring was affected |
| The library lags a published change beyond a reasonable period after we were made aware | Pro-rata credit for the affected period |
| Errors you find and report | Corrected promptly. Thank you — and see below |
| Our wording differs from an assessor's interpretation, both being defensible | Not an error. Interpretations differ; the assessor's governs |
A quality team working with the book in hand will find things we missed, and that feedback improves the library for every hospital using it. We would much rather hear it from you than from an assessor.
7. What is not refundable
- Any assessment outcome (§2).
- Any period already elapsed.
- Users you licensed but did not provision.
- Modules you chose not to use.
- A readiness score proving unreliable because of how your team scored.
- Scope you declared incorrectly. The platform asks; the judgement is yours.
- Errors in data you entered, imported or pushed from a HIS.
- Consequences of relying on our wording instead of the published standard, where you did not verify it (Terms §7).
- Onboarding, data migration, training, configuration or consultancy once commenced.
- Accounts suspended or terminated for breach (§13).
- Payment gateway charges, bank fees and foreign-exchange costs.
8. Low adoption
Staff not using the platform is not grounds for a refund, and it is the most common reason a quality system fails.
But tell us early rather than at renewal. Low adoption is usually fixable — permissions too broad so people see irrelevant modules, a workflow that doesn't match how your committees actually meet, no one owning the programme, or training that happened once in month one. We would rather help you fix it than take a renewal from a hospital that stopped logging in.
9. Annual plans and the accreditation cycle
- Annual plans are discounted for a commitment to the full term and are non-cancellable and non-refundable for that term, except in §5 and §6.
- Where we agree an early exit at our discretion, the settlement is the remaining committed value, or the difference between the discounted rate received and the standard monthly rate for months consumed, whichever is lower.
Accreditation is a cycle, not a project. Hospitals sometimes plan to cancel after achieving accreditation — but the standards require continuous compliance, surveillance assessments happen, and a programme that stops the day the certificate arrives is a programme that will struggle at re-accreditation.
We will not refuse a cancellation on that basis. But if that is the plan, say so before you buy an annual plan, so we can price a term that matches what you actually intend.
10. Users and scope changes
- Adding users mid-term is charged pro-rata from activation.
- Reducing users takes effect at the next renewal. No refund for the balance of the current period.
- Changing your declared scope does not change your fee mid-term, and does not entitle you to a refund. It does change your readiness figure, and prior scores against elements that are no longer applicable are retained but excluded.
- Where your hospital's programme or bed category genuinely changes, tell us — a scope change may require a different plan and we will handle it sensibly.
11. Consultant arrangements
- Where a consultant licence covers multiple client hospitals, fees and any minimum commitment are as stated in that arrangement.
- A client hospital ending its engagement with the consultant does not refund the consultant's licence, and does not entitle that hospital to a refund of anything paid to the consultant.
- Where a hospital wishes to continue on NABHDesk after a consultant engagement ends, contact us — we will transfer the tenant to the hospital's own subscription with its data intact, and will not use the transition as leverage on either party.
The hospital's data belongs to the hospital, not the consultant. On any transfer or dispute between them, we act on that basis.
12. Billing errors
- Duplicate charges are refunded in full on verification, with no time limit.
- Where an amount was debited but the tenant was never provisioned, we refund in full or provision, at your choice. Some failed transactions are auto-reversed by the bank within [5–7] working days.
- Invoice disputes must be raised within [15] days. Disputing part does not permit withholding the undisputed balance.
13. Suspension for breach
No refund is due where an account is suspended or terminated for breach of the Terms of Use — including using one licence across multiple hospitals without a consultant arrangement, extracting or redistributing our library and wording, uploading published standard text, or asking us to alter an audit trail.
Where a suspension is later found to have been made in error, the subscription is reinstated and the period extended by the length of the suspension.
14. How to request a refund
Email accounts@caresoft.co.in from a registered contact with: hospital name and account email; invoice or transaction reference; date and amount; and the reason, with any support or content ticket reference.
We acknowledge within [2] working days and decide within [7] working days.
15. Your records after cancellation
Your quality records are records you are obliged to retain. Cancelling does not transfer that obligation to us.
| What happens | When |
|---|---|
| Full export available — assessments, documents including obsoleted versions, minutes, indicators, incidents, RCAs, CAPAs, audits, staff and equipment records, grievances, destruction register and audit trails | [60] days after termination |
| After the export window, all data is deleted | Permanent and unrecoverable |
| Backups expire | Within [35] days |
| Our library, wording, checklists and templates | Not exportable — they remain our property |
- Export audit trails, not just records. The question an assessor or a claimant asks is often "who approved this and when" — and that is in the trail, not the document.
- Export obsoleted document versions too. "What did the policy say at the time" is a question that gets asked years later.
- Where records are on legal hold, tell us before the window closes. We will preserve rather than delete on schedule.
- Verify the export before the window closes — open a sample, check attachments came with it.
We will never withhold a hospital's quality records over a billing dispute. Not during a payment disagreement, not on termination for breach. There is always a reasonable export window.
16. Method and timelines
- Approved refunds go to the original payment method only. If closed, we arrange a bank transfer on verified details.
- Funds typically reach you in [5–10] working days for cards and UPI, and [7–14] working days for net banking.
- We may set off outstanding dues against a refund.
17. Taxes and chargebacks
Refunds include GST originally charged, and a credit note is issued. Gateway and bank charges deducted at payment are not recoverable.
Contact us before raising a chargeback. Where one is raised we may suspend the account pending resolution and will submit our records and this policy to the bank. We will not suspend access to your records during a billing dispute — only to the working platform, and the export route stays open.
18. If we terminate
| Reason | Refund |
|---|---|
| We discontinue the product or terminate for convenience | Pro-rata refund of unused period, plus export assistance |
| A material content failure on our side (§6) | Per §6 |
| Your material breach of the Terms of Use | No refund |
| Extracting or redistributing our library or wording | No refund; we will also pursue it |
| Lawful direction from a regulator or court relating to your conduct | No refund |
If we ever have to discontinue NABHDesk, we will give at least [90] days' notice — longer than most products, because a hospital mid-accreditation-cycle needs time to move a live quality programme without losing continuity. We will refund the unused period and help with the export.
19. Changes and contact
We may update this policy on [15] days' notice. The version in force on the date of your payment governs that payment.
Billing and refunds: accounts@caresoft.co.in — acknowledged within [2] working days
Support: support@caresoft.co.in
Grievance Officer: Rajeev Pillai, legal@caresoft.co.in — acknowledgement within 24 hours, resolution within 15 days
Caresoft Systems Private Limited, 311, Mahesh Industrial Estate , Silver Park, Mira Road East , Thane -401107, CIN [U72900MH2022PTC387875], GSTIN [GSTIN]