Refund policy

Last updated 14 November 2026

This Refund and cancellation policy explains when money paid to Ekline Health, a brand of Jeevan Rekha Global Ventures Pvt Ltd, West Bengal, India ("Ekline", "we") for Ekline Claims is refunded. It applies to payments made on claims.eklinehealth.com, in the Ekline Claims portal, and through payment links we send.

What you can buy

• Subscription plans (Ekline Flex, Ekline Connect, Ekline Complete), paid monthly, quarterly or yearly.
• Add-ons, sold with a yearly plan. An add-on bought partway through a subscription is charged only for the days left until the subscription ends.
• Additional users.
• Ekline Coins, used for AI audits, courier bookings, WhatsApp messages and other paid actions, and towards plans and add-ons.

Free trial

New hospitals get a 7-day free trial with trial coins. Nothing is charged for the trial, so there is nothing to refund. Trial coins have no cash value.

Cancelling a subscription

• You can stop renewal at any time from Plans in the portal or by writing to us. The plan stays active until the end of the period already paid for.
• First purchase: if you cancel within 7 days of your first paid subscription and no claim file has been audited with AI in that time, we refund the full amount paid for the plan.
• Otherwise, fees for a period that has started are not refunded, in full or in part, including when you move to a cheaper plan or stop using the service before the period ends.
• Moving to a higher plan during a period: the price difference is charged only for the days left. Moving to a lower plan takes effect at the next renewal.

Add-ons and additional users

Add-ons and additional users are not refunded once they are switched on, because they start working at once. If we cannot provide an add-on you paid for because of a fault on our side, we refund it for the days it could not be used.

Ekline Coins

• Ekline Coins never expire while the account exists.
• Coins cannot be exchanged for cash, refunded to a bank account or card, or transferred to another customer.
• A hospital group with several branches or organizations has one coin wallet shared by all of them.
• Coins charged for an action that did not happen because of a fault on our side (for example an AI audit that failed, or a courier booking cancelled before pickup) are returned to the coin wallet, not paid out as money.
• Coins bought by mistake can be refunded only if requested within 7 days of purchase and none of them have been used.

Failed, duplicate and wrong payments

• If money left your account but the payment failed, the payment gateway returns it automatically, usually within 5 to 7 working days.
• If you paid twice for the same invoice, or paid more than the invoice amount, we refund the extra amount in full.

How refunds are paid

• Ask for a refund through Help > Support in the portal or the contact details on the website, with the invoice number and the reason.
• We reply within 2 working days. An approved refund is sent to the original payment method within 7 working days of approval. Your bank may take a few more days to show it.
• GST charged on the refunded amount is refunded with it, and a credit note is issued.
• We do not refund in cash or to a different account than the one that paid.

Termination by Ekline

If we end your subscription because of a fault on our side, or stop offering Ekline Claims, we refund the unused part of the period paid for, worked out by days. If we end it because the Terms of use were broken, no refund is due.

Changes to this policy

We may update this policy. The date at the top shows the latest version. Changes do not affect payments made before the change.

Contact

Questions about refunds can be raised through Help > Support in the portal or at the contact details on the website.