MedExamHelperRefund & Cancellation Policy
Last updated: 26 October 2026
This Refund & Cancellation Policy forms part of our Terms of Service. It applies to purchases of access packs for Med Exam Helper (the "Service") operated by VE LAXMI EXIM LLP ("we", "us", "our"), a limited liability partnership incorporated under the Limited Liability Partnership Act, 2008 (India), LLPIN AAK-5957, with its registered office at D-222/51, Behind Pennawalt, MIDC, Nerul, Navi Mumbai 400706, India. Capitalised terms not defined here have the meanings given in the Terms.
1. What you are buying
1.1. The Service is sold as one-time access packs of three (3), six (6), or twelve (12) months. There are no subscriptions and nothing automatically renews. The end of an access pack means your access simply expires; you do not need to "cancel" in the subscription sense.
1.2. Packs stack. If you buy a new pack before your current pack expires, the new duration is added to your existing access.
1.3. Payment is processed by our payment providers (Razorpay as primary, with PayPal as a planned fallback). The provider you choose at checkout is also the channel through which any refund will be returned to your original payment method.
2. India: Consumer Protection Act 2019 and E-Commerce Rules 2020
2.1. The Consumer Protection Act 2019 and the Consumer Protection (E-Commerce) Rules 2020 apply to your purchase. You retain rights where the Service is defective, not as described, or not delivered as promised.
2.2. "Defective" includes the Service being unavailable for a continuous and material period after purchase, materially failing to provide the core AI consult functionality, or charging you in a manner inconsistent with the checkout summary.
2.3. Refund requests on the basis of defective service should be raised with hello@medexamhelper.com or via a support ticket, with details and (where possible) evidence such as screenshots or timestamps of failure.
3. Our voluntary refund policy
3.1. If you ask for a refund within 14 days of purchase and your total usage is under one (1) hour, we will refund the full purchase price. Usage means time spent in practice encounters as measured by our server records. After one hour of usage, no refund is owed — contact support and we will help.
3.2. This voluntary policy does not apply to: (a) accounts terminated for breach of the Terms or the Acceptable Use Policy (see clause 6); (b) refunds required by law (statutory rights always prevail); (c) charges arising from currency-conversion differences between your bank and our payment provider; or (d) requests where your total usage is one hour or more, as set out in clause 3.1.
4. Failed payments and duplicate charges (always honoured)
4.1. If a payment fails but access was still granted in error, we will not pursue you for the failed amount and will reverse any related charge.
4.2. If you are charged twice for the same order (duplicate charge), we will refund the duplicate in full as soon as we confirm it, without waiting for you to ask.
5. How to request a refund
5.1. To request a refund, email hello@medexamhelper.com or open a support ticket in-product. Please include: (a) the email address on the account; (b) the order reference or payment identifier; (c) the date of purchase; and (d) the reason for the request, so we can assess which basis applies.
5.2. We aim to acknowledge refund requests within five working days and to make a decision within a further ten working days.
6. Termination for breach
6.1. If your account is terminated for breach of the Terms or the Acceptable Use Policy, you are not entitled to any refund of any unused portion of your access pack. This does not affect any statutory rights that cannot be excluded.
7. Timing and method of refund
7.1. Approved refunds are issued to the original payment method used at checkout, via the same payment provider. We do not refund by alternative method (for example, bank transfer, voucher, or crypto) unless required by law.
7.2. Refund timing depends on the payment provider. Razorpay and PayPal each have their own processing windows. In our experience, refunds reach your account within 5–10 business days after we issue them, but it may take longer depending on your bank or card issuer.
7.3. Currency-conversion differences and any provider or card fees are generally not refundable by us.
8. What happens to your access on refund
8.1. Once a refund is issued, your entitlement to the refunded access pack is revoked. If the refund relates to an unstarted pack, access is removed. If the refund relates to a stack where some packs were used and one was not, we revoke only the refunded pack.
8.2. We do not delete your account on refund. Your account and study data remain unless you separately request erasure through our in-product controls.
9. Statutory rights prevail
9.1. Where any clause of this Policy conflicts with the Consumer Protection Act 2019 or the Consumer Protection (E-Commerce) Rules 2020, that clause applies only to the extent permitted, and those statutory rights prevail.
10. Changes to this Policy
10.1. We may update this Policy. Material changes will be notified by email and in-product. Continued use after the effective date constitutes acceptance. Changes do not apply retrospectively to purchases already made.
11. Contact
11.1. Refund and cancellation queries should be sent to hello@medexamhelper.com or by post to VE LAXMI EXIM LLP, D-222/51, Behind Pennawalt, MIDC, Nerul, Navi Mumbai 400706, India.