1. Policy objective
This policy provides a transparent, prorated, and documented refund methodology for specialty telehealth education services that include training plus bundled setup and operational enablement.
What this policy is designed to do
- Replace ambiguous “no refund” statements with a fair, component-based, prorated methodology.
- Protect learners by clearly defining what is refundable, when, and how it is calculated.
- Protect the platform by clearly defining what becomes non-refundable once provisioned/activated (e.g., EMR provisioning, portal setup, certification issuance).
Scope
- Applies to all Telehealth School India specialty courses priced at $1,200 (unless a course page or invoice states a different fee structure in writing).
- Applies to payments made in full or via installment plans.
- Does not apply to third-party products purchased directly by a learner from a vendor outside our checkout (those are governed by the vendor’s policy).
2. Course fee structure (refund basis)
Refund calculations use a fixed component allocation for the $1,200 course fee and consider time elapsed, services already delivered/activated, and third‑party costs incurred.
Component allocation table
| Component | Share | USD |
|---|---|---|
| Training + Certification | 40% | $480 |
| Practice Setup + Compliance | 25% | $300 |
| Technology Stack (EMR/Portal/Payments) | 25% | $300 |
| US Collaboration + Operational Support | 10% | $120 |
| Total | 100% | $1,200 |
The component allocation is used for refund math and does not necessarily represent internal cost accounting.
Refund calculation inputs
- Time elapsed: Course duration is treated as 6 months for prorating the Training component.
- Delivered or activated services: Setup and tech components may become non-refundable upon provisioning/activation.
- Third‑party costs: Non-recoverable vendor fees and payment charges (if incurred) may be deducted from otherwise refundable amounts.
- Amount paid: Refunds are capped at the amount actually paid (especially relevant for installments).
3. Cancellation before course start
“Course start” means the official commencement date communicated by Telehealth School India (cohort start date or activation date specified in onboarding).
3.A Within 7 days of payment and before onboarding activation
Eligible: 100% refund minus payment gateway charges (non-recoverable charges, if any).
3.B After 7 days but before onboarding activation
Eligible: 95% refund (5% administrative deduction) minus payment gateway charges (if any).
3.C If onboarding/setup coordination has started
If onboarding has started (e.g., forms collected, coordination initiated, vendor tickets raised), refunds are calculated as:
- Deduct any third‑party setup cost already initiated/paid.
- Deduct any technology activation charges if provisioned.
- Refund any remaining refundable amount using the component allocation in Section 2.
We document activation timestamps and deliverables to ensure refund decisions are calculated and explainable.
4. Refund after course commencement (6‑month prorated model)
After commencement, refunds are calculated on a monthly prorated model primarily for the Training component, plus assessment of undelivered support components minus activated setup/third‑party costs.
Refund formula (reference)
Refundable Amount = (Training Component × Remaining Months / 6) + (Undelivered Support Components) − (Activated Setup/Tech/Third‑party Costs).
Example 1: Withdrawal after 1 month
- Training portion = $480
- Remaining months = 5
- Refundable training = 480 × (5/6) = $400
Setup/EMR/US collaboration may be partially or fully non-refundable depending on activation stage and deliverables already provided.
Example 2: Withdrawal after 3 months
- Remaining months = 3
- Refundable training = 480 × (3/6) = $240
Setup and technology components are assessed based on whether accounts were provisioned, assets delivered, or vendor costs incurred.
How “remaining months” is determined
- Month 1 begins on the course start date (cohort start or activation date).
- Each month is counted as a service month once it begins (partial month counts as that month unless otherwise stated on your invoice).
- If a learner is inactive, time still elapses; refunds are based on service timeline and activation/delivery records.
Undelivered support components
“Undelivered” means not yet provisioned, not yet activated, and not yet delivered as an asset (e.g., not made available, not downloaded, not issued).
5. Non-refundable components (if activated)
Once provisioned, coordinated, or issued, certain components become non-refundable because they represent delivered services, activated accounts, or consumed intellectual property.
Becomes non-refundable once activated/provisioned/issued
- EMR account activation.
- Patient portal provisioning.
- Payment gateway onboarding assistance and provisioning activities.
- US bank coordination support once initiated beyond basic guidance.
- EIN/NPI filing assistance initiated (where applicable) and any non-recoverable third-party steps.
- Third-party vendor fees paid.
- Certification issuance (once issued).
- Delivery of proprietary templates, SOPs, compliance frameworks, operational playbooks, and business assurance materials (once delivered or made available).
“Activated” includes creation/provisioning of accounts, issuance of credentials, delivery of download links, or delivery of assets through portal access.
6. Installment plan default
Installments support affordability but do not change non-refundable activation rules.
Default installment plan
- 6 × $200 installment plan (unless otherwise agreed in writing).
- If a learner stops payment mid-course, access may be suspended until dues are cleared.
- Refund eligibility is calculated only on amounts actually paid.
Activation costs remain payable
If setup/technology components were already activated or third‑party costs incurred, those amounts may remain payable even if the learner stops the installment plan, subject to applicable law and documented deliverables.
7. Course cancellation by Telehealth School
What happens if we cancel a course before it begins.
- If Telehealth School cancels a course before commencement, we will provide a 100% refund of all paid amounts, or (at the learner’s option) transfer the learner to another specialty track at no additional cost.
- If a cohort schedule changes, we may offer deferral or transfer options depending on operational feasibility.
8. FX & INR conversion
How refunds work when payments involve exchange rates.
- Refunds are processed in the original payment currency and to the original payment method where feasible.
- Forex fluctuations, bank FX markups, and bank conversion fees are not reimbursable.
- Any INR amounts shown on the website are indicative conversions and may differ from bank settlement rates.
9. Processing time
Timelines apply after written approval of the refund request and completion of verification steps.
- Domestic: within 15 working days.
- International: within 21 working days.
- Timelines are subject to identity verification, fraud checks, and written confirmation.
Some payment methods may require additional processing time from banks/payment networks beyond our control.
10. Special considerations
Because the catalog includes setup + technology + US collaboration components, refunds use delivery evidence.
Evidence used in refund decisions
- Deliverables completed and shared (templates, SOPs, playbooks, checklists).
- Access logs and timestamps (course portal access, downloads, module access).
- Vendor invoices and provisioning timestamps (EMR/portal provisioning, tool activations).
- Support service logs (onboarding coordination, scheduling, collaboration activities).
Documentation principle
All refund decisions are documented, calculated, and (upon written request) shareable as a breakdown to the learner.
11. Fairness principle
We do not adopt a blanket “no refund” clause and instead apply a transparent, component-based methodology.
- Refund decisions are calculated using the fee structure and activation rules defined in this policy.
- Refund decisions are justified with timestamps and deliverables.
- Refund decisions are transparent upon written request.
This policy does not override any mandatory consumer rights or remedies under applicable Indian law.
12. Refund request procedure
Send a structured request so we can calculate and process quickly.
Submit your request
Email: info@india.telehealth.school
Phone: 011-69270774
Include
- Full name
- Course name
- Enrollment date and course start date (if applicable)
- Payment receipt / transaction reference
- Reason for cancellation (brief)
- Whether any setup/tech access was activated (if known)
We may request additional verification details to prevent fraud and ensure refunds go to the rightful payer.
Grievance & escalation
Grievance Officer Email: grievance@india.telehealth.school
Grievance Phone: 011-69270774
If you are not satisfied with the initial response, please email the Grievance Officer with your ticket reference and the reason for escalation.
We track complaints using a ticketing method and aim to acknowledge within 48 hours and resolve within one month, consistent with common e‑commerce grievance handling expectations. [web:83]
13. No refund after substantial performance & asset delivery (mandatory clause)
This clause protects both parties by clearly defining irreversibility once services are substantially performed or assets are delivered.
13.1 Principle of irreversibility upon performance
Notwithstanding any other provision in this Policy, once Telehealth School has substantially performed the contracted services and/or delivered digital or operational assets associated with the enrolled course, the transaction shall be deemed executed and non-reversible, subject to any mandatory statutory rights.
13.2 What constitutes “Service Performed”
For purposes of this policy, “Service Performed” includes (without limitation):
- Granting full access to course curriculum, modules, recordings, or certification content.
- Activation or provisioning of EMR, patient portal, or technology stack access.
- Initiation or completion of setup coordination (including EIN/NPI guidance, payment gateway coordination, US bank support).
- Issuance of certificate (digital or physical).
- Delivery of proprietary templates, SOPs, compliance frameworks, operational playbooks, or business assurance materials.
- Commencement of US collaboration or third‑party vendor onboarding.
13.3 Digital asset delivery rule
Where digital educational content, documentation, templates, or compliance materials have been accessed, downloaded, or made available to the Learner, such delivery shall be treated as irrevocable consumption of intellectual property.
13.4 Non-refundability after completion thresholds
No refund shall be payable where any of the following thresholds are met (whichever occurs first), subject to applicable law:
- 50% or more of the 6‑month course duration has elapsed; OR
- 50% or more of the training modules have been accessed; OR
- Setup and technology provisioning has been completed; OR
- Certification has been issued; OR
- Third‑party services have been fully activated and are non-recoverable.
13.5 Installment plan implication
Where the Learner has opted for an installment structure and substantial performance has occurred, remaining unpaid installments may remain contractually due and payable, subject to applicable law and documented performance.
13.6 Exception for legal mandate
This clause does not override any mandatory refund rights expressly required under applicable Indian law; where statutory rights apply, refunds will be processed strictly in accordance with such law.
Refund calculator (website embed)
This calculator provides an indicative estimate for transparency; final refunds are determined using activation evidence, third‑party costs, and payment charges.
Inputs
This calculator is conservative: it treats activated components as non-refundable and prorates training by remaining months.
Estimated result
How the calculator estimates
- Training refundable = $480 × (remaining months / 6), unless certification issued or assets delivered triggers a stricter outcome under Section 13.
- Setup refundable = $300 only if not activated.
- Tech refundable = $300 only if not activated.
- US collaboration refundable = $120 only if not started.
- Deduct: payment charges + third‑party costs (as entered).
- Cap refund to amount paid.
Final refund approval always depends on evidence (access logs, provisioning timestamps, vendor invoices) and applicable law.