River One
Register clinic
Refunds

Refund and Cancellation Policy

Effective 5 November 2026. This policy applies to payments made to River One for River One OPD through https://www.riverone.in, the clinic panel, and the Android app. It forms part of the Terms and Conditions.

1. What you pay for

River One OPD is clinic management software sold on a prepaid, pay-per-use basis. A clinic owner tops up the clinic wallet in Indian rupees (minimum ₹300 unless the platform sets a different amount). The wallet is then debited for each patient registration and follow-up visit at the rate shown on the pricing page. There is no subscription, setup fee, or lock-in contract.

This policy covers money paid to us. Consultation fees, medicine charges, or lab fees that a patient pays to a clinic are collected by that clinic, not by us. Refunds of those amounts must be requested from the clinic.

2. Cancellation

  • No subscription to cancel. A clinic can stop using the service at any time. There is no cancellation fee and nothing is charged for days the clinic does not use the software.
  • Closing the account. The clinic owner can ask us to close the clinic account from the Delete account page or by email. Any refundable balance is handled as described in section 4.
  • Abandoned payments. If you leave the payment page before paying, or the payment is not completed, no amount is charged and nothing is added to the wallet.
  • Appointments and no-shows. Cancelled appointments and patients who do not attend are not charged, so there is nothing to refund for them.

3. Failed, pending, and duplicate payments

  • Money debited but wallet not credited. If your bank or UPI app shows a debit but the wallet was not credited, the payment usually failed at the bank or gateway. It is reversed automatically to the source account, normally within 5 to 7 working days. If the payment is later confirmed as successful, we credit the wallet instead.
  • Duplicate payment. If the same top-up is paid twice by mistake, the extra payment is refunded in full to the original payment method once we confirm it, provided the extra amount has not been used.
  • Wrong amount. If you paid more than you intended, you can request a refund of the unused excess under section 4.

4. Refund of unused wallet balance

The clinic owner may request a refund of the unused, paid wallet balance at any time, including when closing the account. We do not charge a processing fee on these refunds.

  • Refundable amount. The current wallet balance, minus any promotional or free credit still in it. Promotional credit is treated as used first.
  • Promotional credit. Free credit given at registration or in an offer is not refundable and cannot be exchanged for cash.
  • Who can ask. Only the clinic owner account can request a refund. The request should come from the email address registered for that clinic.
  • Time limit. Please request a refund while the account is open or within 90 days of the account being closed.

5. What is not refundable

  • Amounts already deducted for patient registrations and visits that were recorded. These represent software use that has been delivered.
  • Charges for WhatsApp messages that were delivered. These include fees charged to us by Meta.
  • Promotional or free credit.
  • Balance in an account suspended for fraud, misuse, or a breach of the Terms, until our review is complete. Amounts found to be lawfully paid and unused are then refunded under section 4.

6. Wrong deductions

If the wallet was charged in error, for example for a same-day repeat visit that should be free or for a visit recorded twice, tell us within 30 days of the deduction. After checking the ledger we will credit the amount back to the wallet. If the account is closing, it is included in the refund instead.

7. How to request a refund

Email support@riverone.in from the clinic's registered email, or use the contact form, with:

  • Clinic name and registered email.
  • Payment date and amount.
  • Transaction ID, order ID, or UPI / bank reference (UTR).
  • The reason for the request.

8. Timelines

  • We acknowledge a refund request within 2 working days.
  • We review it and tell you the outcome within 7 working days of receiving complete details.
  • Approved refunds are sent to the original payment method (the same UPI ID, card, or bank account). Your bank normally credits it within 5 to 7 working days after we start the refund. We do not refund in cash or to a different account.

9. Changes

We may update this policy by posting a new version on this page with a new effective date. A refund request is handled under the version in force on the date the payment was made.

10. Contact

Refund and payment questions: support@riverone.in, Monday to Saturday, 10:00 AM to 6:00 PM IST.