Refund & Cancellation Policy

Platform: Screenify • Version: [1.1] • Effective: 01/04/2026

This policy covers payments to Caresoft Systems Private Limited for Screenify. It forms part of the Terms of Use and Advertiser Terms; a signed Order or Booking prevails where it differs.

Two kinds of customer, two sets of rules.

Part A — Hospitals paying a subscription to run Screenify on their screens. Start at §1.

Part B — Advertisers and agencies paying to book campaign inventory. Start at §9.

Part C covers what applies to both.

Part A · 1. What a hospital is paying for

A subscription gives you the platform: scheduling, distribution, monitoring and reporting across your registered screens, for the period and screen count in your Order. Delivered electronically, activated on payment.

You are not paying for advertising revenue. Whether your screens attract advertisers depends on your location, footfall, catchment, the categories you permit and local demand. No subscription fee is refundable on the basis that advertising revenue did not materialise, unless a minimum guarantee is expressly stated in your Order.

Part A · 2. Cancelling a subscription

Cancel from the admin console or by writing to [email protected] from a registered contact.
Notice is [60] days, or as stated in your Order. Cancellation takes effect at the end of the current period after the notice expires.
Cancellation stops renewal; it does not refund the current period. Screens continue to display until expiry, then revert to your own control.
Advertising already sold against your inventory must be honoured to the end of its booked period, or settled with the advertiser. We will tell you what is committed before your cancellation takes effect.
Export your content, schedules and playback reports before the account closes — they remain available for [30] days afterwards.

Part A · 3. When we refund

Situation	Outcome
New customer, first paid period — you are not satisfied	Full refund if requested within [15] days of the first paid charge, provided no advertising has been sold against your inventory. Once per organisation
We cannot make it work — a documented technical failure on our side prevented the platform operating on your screens, unresolved within [14] days of your report	Full refund of the current period
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 on our side, screens unable to display for more than [72] continuous hours, reported at the time	Pro-rata credit or extension, at our option
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

Part A · 4. What is not refundable

Advertising revenue not materialising — see §1.
Any period already elapsed.
Screens you registered but did not use, or that were switched off.
Failures caused on your side: power, network, hardware, firmware updates, screens unplugged, or devices repurposed.
Integration problems caused by changes to your hospital system made without the notice required by the Terms of Use §13.
Setup, installation, content production, training or custom template work once commenced.
Periods during which you chose not to publish content.
Accounts suspended or terminated for breach — including publishing content that breaches the Advertising & Content Policy.
Payment gateway charges, bank fees and foreign-exchange costs.

Part A · 5. Screen count changes

Adding screens mid-period is charged pro-rata from the date of activation.
Reducing screens takes effect at the next renewal; no refund or credit is issued for the balance of the current period.
A screen that is offline still counts against your licensed total until you deregister it.

Part A · 6. Advertising revenue share

Where your Order provides for a share of advertising revenue, it is calculated on amounts actually received from advertisers, on Proof of Play records, and paid per the cycle in your Order.
Revenue share is not paid on invoiced-but-unpaid amounts. Where an advertiser defaults, no share arises on the unpaid sum.
Where an advertiser is refunded or credited, any share already paid on that amount is set off against your next payment.
Where you remove an advertisement mid-campaign for reasons unrelated to advertiser breach, the advertiser is credited and your share reduces accordingly. Your right to remove is absolute (Advertiser Terms §7) — this is simply its commercial consequence.
Revenue share is reconciled and statements issued [monthly / quarterly] as stated in your Order.

Part A · 7. Hardware and installation

Unless your Order says otherwise, screens, mounts, players, cabling and installation are yours — purchased, owned and maintained by you. Nothing in this policy applies to them.

Where we supply or arrange hardware or installation as a separate line item, it is non-refundable once delivered or once installation has commenced, and any manufacturer warranty is passed through to you. We are not the manufacturer and give no hardware warranty of our own.

Part A · 8. If we terminate

Reason	Refund
We discontinue the service or terminate for convenience	Pro-rata refund of unused period
Your material breach, or content breaching the Content Policy after notice	No refund
Lawful direction from a regulator or court relating to your conduct	No refund

Part B · 9. What an advertiser is paying for

You are buying scheduled screen time, not impressions and not outcomes.

Screenify holds no audience data — no cameras, no sensors, no tracking. Any impression or footfall figure is an estimate, never a measurement. No refund arises because actual audience was lower than an estimate, or because a campaign did not produce enquiries, sales or recall. See Advertiser Terms §9 and §10.

Part B · 10. Cancelling a campaign

Written notice before campaign start	Charge
More than [21] days	No charge; full refund of any prepayment
[8]–[21] days	[25]% of booked value
[7] days or less	[50]% of booked value
After the campaign has started	Full booked value; no refund for unserved inventory

Cancellation must be in writing to [email protected]. These charges reflect inventory held and turned away.

Part B · 11. When we credit or refund

Situation	Remedy
Delivered Slots below [90]% of booked, attributable to us or to platform failure	Make-good in additional Slots; pro-rata credit if make-good impracticable
Host Hospital removes your Creative for reasons unrelated to your breach	Pro-rata credit or refund for unserved inventory at that hospital
A hospital exits the network mid-campaign	Reallocation to comparable inventory, or pro-rata credit
Duplicate or incorrect charge	Full refund of the duplicate or excess
Campaign never went live and was not your fault	Full refund
Force majeure prevents delivery	Credit or rescheduling

Claims must be raised within [15] days of campaign end, with the Proof of Play reference.

Part B · 12. What is not refundable

Actual audience lower than an estimate — see §9.
No enquiries, sales, scans or brand recall. We sell screen time, not results.
Slots already delivered.
Days lost because Creative was submitted or approved late. Late Creative does not extend a campaign.
Creative rejected under the Advertising & Content Policy, where you did not supply compliant replacement in time.
Campaigns removed for breach of the Content Policy — no refund, and the full booked value remains payable.
Failure to produce substantiation for a claim on request, resulting in removal.
Production, adaptation or re-authoring charges once commenced.
Cancellation charges properly applied under §10.
Payment gateway charges, bank fees and foreign-exchange costs.

Part B · 13. Hospital removal

A hospital may remove your Creative at any time, without notice and without giving reasons. This is a condition of the platform and is not a service failure.

Why it was removed	What you get
Hospital preference, sensitivity, competition or a clinician's objection	Pro-rata credit or refund for unserved inventory at that hospital, or reallocation elsewhere
A complaint upheld against your Creative	No credit
Breach of the Content Policy	No credit; full value payable
A regulatory or court direction concerning your Creative	No credit

Part B · 14. Make-good before money

Where a remedy is due, our primary remedy is make-good — additional Slots at the same or comparable hospitals — and credit is secondary. A cash refund is offered where make-good is not practicable within a reasonable period, or where the campaign has ended and no comparable inventory exists.

Credits apply against future bookings, are non-transferable, have no cash value, and expire [12] months after issue.

Part C · 15. Billing errors

Duplicate charges are refunded in full on verification, with no time limit.
Where an amount was debited but nothing was activated, we refund in full or activate, 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 of the invoice date. Disputing part does not permit withholding the undisputed balance.

Part C · 16. How to request

Email [email protected] from a registered contact with: organisation name and account email; invoice number or transaction reference; date and amount; the subscription period or campaign concerned; Proof of Play reference for advertiser claims; and the reason, with any support ticket reference.

We acknowledge within [2] working days and decide within [7] working days.

Part C · 17. Method and timelines

Approved refunds go to the original payment method only. If it is closed, we arrange a bank transfer on receipt of verified details.
Once initiated, 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.

Part C · 18. Taxes and currency

Refunds include GST originally charged, and a credit note is issued under applicable tax law. Refunds are made in the currency of the original transaction; for international payments the amount received may differ because of exchange-rate movement, and we are not responsible for that difference. Gateway and bank charges deducted at payment are not recoverable.

Part C · 19. Chargebacks

Contact us before raising a chargeback — most issues resolve within a few working days. Where a chargeback is raised we may suspend the account or pause a live campaign pending resolution, and will submit our records, Proof of Play and this policy to the bank. If decided in our favour we may recover the dispute fee and require settlement before restoring service. Repeated or bad-faith chargebacks are grounds for termination.

Part C · 20. 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: [email protected] — acknowledged within [2] working days
Bookings: [email protected]
Grievance Officer: Rajeev Pillai, [email protected] — 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]