01REFUNDS & CANCELLATION
Seven days to change your mind, if you have not spent a thing.
Canipus sells one thing: credits, in packs, paid for before they are used. This page says exactly when money comes back and when it does not, in the fewest words that can still be relied on.
What you are buying
A pack of credits. Credits are spent on three things: opening an enquiry a doctor or a hospital sent you, taking a seat on a hospital's requirement, and buying reach for a record for seven days. The prices page lists what each pack costs and what each thing costs in credits. Everything else on Canipus is free to use.
Credits are not money and cannot be turned back into money except under the seven day rule on this page. They last twelve months from the day the pack is bought, and the oldest are always spent first so that nothing is lost while a newer pack waits.
When money comes back
When it does not
- After seven days, whether or not you have spent anything. The credits are still yours for twelve months.
- Once any credit from that pack has been spent, however little. A pack is refunded whole or not at all, so that the price per credit of a large pack cannot be taken at the rate of a small one.
- An enquiry you have already opened. You have the doctor's or the hospital's message and their name, and that cannot be given back.
- Reach that has started running. It runs for the seven days it was bought for, whether or not anybody looked.
- Credits that have expired at twelve months.
- An account closed because of a breach of the terms: a false claim, a licence number that is not yours, a record the desk took off the web and you tried to put back.
How to ask
- Write to hello@canipus.com from the address your Canipus account uses.
- Say which pack, and the date you bought it. Your desk shows every pack, every credit in and out, and the date each one expires, so the numbers are in front of you.
- A person reads it. If the pack is untouched and inside seven days, the refund is started within two working days of that reply.
- The money goes back the way it came, to the same card, account or instrument that paid. Canipus cannot send it anywhere else. Your bank usually shows it within five to seven working days after that, and that part is not ours to hurry.
A tax invoice with your GSTIN on it is issued for every pack. A refund reverses that invoice with a credit note, so the GST comes back with the rest. If you have already claimed the input credit, reversing it is yours to do.
Cancelling your account
You can close your Canipus account at any time, from your desk or by writing to hello@canipus.com. There is no notice period and nothing to pay. Closing an account does not turn unspent credits into money: outside the seven day rule above they simply end with the account. If you want the money instead, ask for the refund first and close afterwards.
Records you published come off the shelf when the account closes. Enquiries already sent and answered stay in the other person's account, because they are that person's record of a conversation they were part of too.
If a refund is refused and you believe it should not have been, say so to the grievance officer at grievance@canipus.com. That is a complaint with a clock on it: acknowledged within twenty four hours, answered within fifteen days. It is not the same inbox and it is not the same person deciding twice.
If this policy changes
A pack is refunded under the policy that was published on the day you bought it. A change to this page never reaches backwards into a pack already paid for.
THERE IS A PERSON AT THE OTHER END