Refund Policy

Effective: June 2026 · Version 2.0 · Tinystack Private Limited

This Refund Policy describes the circumstances in which Tinystack Private Limited (“ourlio”, “we”, “us”) provides refunds for Subscriptions and other services offered through the ourlio mobile application and website (collectively, the “Service”). This Policy forms part of our Terms of Service.

1. General Principle

Subscription fees are billed in advance for the relevant period (monthly or annual). Refunds are generally not provided for partially used periods. However, ourlio offers specific refund rights as set out in this Policy.

2. Parent User Subscriptions (Plus and Pro)

2.1 Free Look Period

New Plus or Pro subscribers may cancel within 7 days of the original subscription date for a full refund, provided no paid features (such as paid async messages to a Doctor) have been used during the Free Look Period.

If paid features have been used, a refund will be issued less the value of services consumed, calculated at ourlio’s standard rates.

2.2 Monthly Subscriptions

After the Free Look Period, monthly subscriptions are non-refundable for the current month. You may cancel at any time to prevent renewal; the cancellation takes effect at the end of the current billing period.

2.3 Annual Subscriptions

Annual subscribers who cancel after the Free Look Period may, at ourlio’s discretion, receive a pro-rated refund of the unused portion of the annual fee, less:

• A processing fee of 10% of the original subscription amount
• The full value of services consumed in excess of the equivalent monthly rate

No refund is available after 9 months of an annual subscription.

2.4 Trial Conversion

If you started a free trial and the trial converted to a paid subscription:

• You may cancel within 48 hours of the trial conversion for a full refund
• After 48 hours, the standard refund terms above apply

3. Doctor Subscriptions (Clinic Pro, Care Partner)

3.1 Trial Period

Doctors who start a free trial of Clinic Pro or Care Partner may cancel at any point during the trial without any charge.

3.2 Monthly Subscriptions

After trial conversion or initial paid subscription, monthly Doctor subscriptions are non-refundable for the current month. You may cancel to prevent renewal; cancellation takes effect at the end of the billing period.

3.3 Annual Subscriptions

Annual Doctor subscriptions are eligible for pro-rated refund within the first 30 days of subscription, less a processing fee of 15% and the value of services consumed. No refund is available after 30 days of an annual subscription.

3.4 Care Partner Setup Fee

The Care Partner one-time setup fee is non-refundable. The setup fee covers white-label configuration, custom branding setup, and onboarding services that are provided at the start of the Subscription.

If you cancel a Care Partner subscription within the first 7 days and have not utilised any care plan revenue features, ourlio may at its discretion refund a portion of the setup fee, less the value of any setup work already completed.

4. Appointment Cancellations and Refunds

Where the Service facilitates payment for appointments between Parent Users and Doctors:

Scenario	Refund to Parent
Parent cancels more than 24 hours before the appointment	100%
Parent cancels 4 to 24 hours before the appointment	50%
Parent cancels less than 4 hours before the appointment	No refund
Parent does not attend without cancelling (No-Show)	No refund
Doctor cancels for any reason	100% + ₹100 ourlio credit
Technical failure attributable to ourlio	100%
Parent shows up but Doctor unable to consult (excluding emergencies)	100%

5. Async Messaging

For paid async messages between Parent Users and Doctors:

• If the Connected Doctor responds within the response window, the message fee is non-refundable
• If the message is routed through the failover pool and a pool Doctor responds, the message fee is non-refundable
• If no Doctor responds within the maximum response window, no payment is taken and the Parent User receives in-Service credit equivalent to the message fee
• Where ourlio’s automated question filter has classified a message as non-clinical (such as “hi”, “thanks”) before it is sent, no charge is incurred

6. Care Partner Custom Plans

Where a Parent User purchases a custom clinic plan from a Care Partner Doctor (such as a vaccination package, milestone plan, or care subscription):

• The Doctor sets the refund terms for their custom plans
• Doctors must clearly display refund terms at the point of sale
• Where a Doctor does not honour reasonable refund requests, ourlio may, at its discretion, intervene to facilitate resolution
• ourlio platform fees are not refundable except where the entire transaction is reversed
• Disputes between Parent Users and Doctors regarding custom plans should be raised with the Doctor first; if not resolved within 7 days, contact [email protected]

7. No Refunds For

Refunds are not provided in the following circumstances:

• Where you have breached the Terms of Service or Fair Usage Policy
• Where your account has been suspended or terminated for cause
• Where you provided false or misleading information
• Where the issue is caused by your own conduct, device, internet connection, or user error
• Where you have changed your mind after using paid features extensively
• Where you have used a discount, coupon, or promotional code, except as expressly stated in the offer terms
• Where the refund period (as set out above) has expired
• Care Partner setup fees, except as set out in clause 3.4
• One-time purchases such as in-app credits, shop items, or digital downloads, once delivered

8. Processing of Refunds

Approved refunds shall be processed as follows:

• Method: Refunds are issued to the original payment method used for the transaction
• Timeframe: 5 to 7 business days for credit cards and UPI; up to 10 business days for net banking and other methods
• Currency: Refunds are issued in the currency of the original transaction
• Verification: ourlio may require identity verification before processing a refund

Where the original payment method is no longer available, ourlio may issue a refund as in-Service credit or to an alternative method you nominate.

9. How to Request a Refund

To request a refund, email [email protected] with:

• Your full name and email address registered with ourlio
• The transaction date, amount, and payment reference
• The reason for the refund request
• Any supporting evidence

We shall acknowledge receipt within 24 hours and respond to your request within 7 business days.

10. Disputes

If you are not satisfied with the outcome of a refund request, you may escalate to our Grievance Officer at [email protected]. The Grievance Officer shall review the matter and respond within 15 days.

Unresolved disputes shall be subject to the dispute resolution provisions of our Terms of Service.

11. Chargebacks

If you initiate a chargeback or payment dispute with your bank or payment processor without first attempting to resolve the matter directly with ourlio, we reserve the right to:

• Suspend your account pending investigation
• Recover the disputed amount plus any chargeback fees from any future credits or balances
• Refuse future service to you
• Take legal action to recover amounts and costs

Please contact us first. We aim to resolve all disputes amicably.

12. Changes to This Policy

ourlio may update this Refund Policy from time to time. Material changes will be notified by email or in-app notification not less than 30 days before they take effect. The latest version is always available at ourlio.com/refund-policy.

13. Contact

For refund requests or questions about this Policy:

Tinystack Private Limited
Pune, Maharashtra, India
Email: [email protected]

Version 2.0 · Effective June 2026 · Tinystack Private Limited