Refund & Cancellation Policy
Effective 28 September 2026 · Last updated 28 September 2026.
This policy explains cancellations and refunds for payments made to Animals at Work Pvt Ltd ("Docodile", "we", "us") for the Docodile platform. It forms part of, and should be read with, our Terms of Service.
1. Scope
This policy covers subscription and service fees that a clinic pays to Docodile for use of the platform.
It does not cover payments a patient makes to a clinic for an appointment, consultation, medicines, or services. Those payments are collected and managed by the clinic (for example, at the clinic counter or through the clinic's own channels); Docodile is not a party to them. Any cancellation or refund of a patient's payment is decided and handled by the clinic, under the clinic's own policy — please contact the clinic directly.
2. Subscription billing
Paid plans are billed in advance. We currently collect subscription fees by direct bank transfer or cash to our company account — we do not use an online payment gateway at present, and there is no automatic recurring charge. You are responsible for paying each term's fee by the due date to keep the Services active. Applicable taxes may apply.
3. Cancellation
- You may cancel your subscription at any time by writing to hello@docodile.app.
- Cancellation stops future renewals. Your access continues until the end of the current paid term, after which the subscription ends.
- We do not provide an automatic pro-rata refund for the unused part of a term that has already been paid.
- After your subscription ends, your data is handled as described in the Terms of Service (a 45-day read-only grace period, then account suspension and low-cost encrypted archival storage, with deletion available on request) and the Privacy Policy.
4. Refunds
Subscription fees are non-refundable, except:
- where a refund is required by law; and
- a duplicate or erroneous charge, or an amount charged after a valid cancellation.
We may decline a refund where we reasonably believe the request is abusive or fraudulent, or where the account is in breach of the Terms.
5. How refunds are issued
Approved refunds are made by bank transfer to the account from which the payment was received (for a cash payment, to a bank account you nominate in writing), typically within 7–10 business days of approval. The time for the amount to appear depends on your bank. We refund only to the paying clinic, not to a third party.
6. Non-refundable items
For example: one-time setup or onboarding fees, custom development or migration work already performed, add-on purchases already delivered, and any taxes already incurred.
7. Non-payment
If a term's fee is not paid by its due date, we may suspend the Services for non-payment as described in the Terms of Service. Restoring access may require settling the outstanding amount.
8. Billing disputes
If you believe an amount is wrong, please contact us at hello@docodile.app with the payment details, and we will review and correct any genuine error promptly.
9. How to request a refund or cancellation
Write to hello@docodile.app with your clinic/account name, the payment date and amount, and the reason. We will acknowledge and respond within 5 business days.
10. Changes to this policy
We may update this policy from time to time. We will post the updated version with a new "Last updated" date; the version in effect when you are charged applies to that charge.
11. Contact
- Animals at Work Pvt Ltd (operator of the Docodile platform)
- Billing: hello@docodile.app
- Registered office: 3rd Floor, 29-1379/7, Deendayal Nagar, Neredmet, Tirumalagiri, Hyderabad, 500056, Telangana, India