USER-FACING POLICIES

REFUND, CANCELLATION & BILLING POLICY

Issued By: SAHCHI HEARING AND SPEECH SOLUTIONS PRIVATE LIMITED(“Gabify”)
Applies To: Neurolens subscriptions, enterprise plans, screenings, and assessments.

DEFINITIONS

The purpose of this policy is to regulate the privacy policy in compliance with the Digital Personal Data Protection Act, 2023 (“DPDP Act”). In this policy, the terms are used with the following meaning:

Term	Definition
Child	An individual who has not completed the age of eighteen years
Data	Representation of information, facts, concepts, opinions or instructions in a manner suitable for communication, interpretation or processing by human beings or by automated means;
Digital Personal Data	Personal data in digital form
Personal Data	Any data about an individual who is identifiable by or in relation to such data
Personal Data Breach	Any unauthorised processing of personal data or accidental disclosure, acquisition, sharing, use, alteration, destruction or loss of access to personal data, that compromises the confidentiality, integrity or availability of personal data;
Processing	In relation to personal data, it means a wholly or partly automated operation or set of operations performed on digital personal data, and includes operations such as collection, recording, organisation, structuring, storage, adaptation, retrieval, use, alignment or combination, indexing, sharing, disclosure by transmission, dissemination or otherwise making available, restriction, erasure or destruction.

1. PURPOSE

This policy outlines:

Conditions for refunds
Subscription billing rules
Cancellation rights
Non-refundable services
Enterprise contract billing norms.

This ensures transparency and fairness in financial transactions.

2. BILLING TERMS FOR B2B CLIENTS

Subscription Fees

Payable in advance
Non-transferable
Prices subject to GST and applicable taxes

Payment Cycle

Monthly, quarterly, or annual cycles, depending on contract
Auto-renewal unless cancelled.

Invoicing

Invoices are issued digitally and sent to the registered email.

3. REFUND POLICY

3.1 No Refund for Used or Partially Used Services

Refunds are not issued for:

Screenings completed, then no refund will be initiated.
Change of mind
Incorrect data uploaded by users
Misuse of Neurolens
Lack of internet access.
Organisational restructuring.
Reports generated, then no refund will be initiated.
Any technical glitch in the software of Gabify will result in no refund being initiated.
Any network issue on the part of the client/customers, then no refund will be initiated
If the client/customers are not satisfied with the AI-enabled report, then no refund will be initiated.
Partially used subscription cycles.
Any business loss incurred on behalf of Client/Customers, then no refund will be initiated.
If the client/customers change location from one place to another (For example, if the client/customers move outside India), then no refund will be initiated
If the credits are not used by the client/customers within the prescribed days from the date of subscription, then the refund of the amount will not be initiated on the part of Gabify.
If the client/customers are not able to use the software, i.e., Neurolens by Gabify, then the client/customers will inform Gabify, and the Client/customer will give time, and Gabify will arrange a trainer within 3 working days in order to teach the client/customers.

3.2 Refund Eligibility (Limited Cases)

Refunds may be considered only if:

A duplicate payment was made.
The service could not be delivered due to Gabify’s system issues.
Incorrect billing due to a technical error.

4. CANCELLATION POLICY

4.1 Subscription Cancellation

B2B clients may cancel:

With written notice
Through their enterprise dashboard or email

Cancellation applies to future billing cycles only, not current periods.

4.2 Enterprise Contract Cancellation

Commercial agreements may include:

Minimum lock-in periods
Termination clauses
Penalty terms

The contract governs this policy.

5. REFUND PROCESS

Refunds (if approved):

Are processed within 7–14 business days.
Are returned to the original payment method.
Require submission of billing details.

6. CONTACT FOR BILLING ISSUES

Email: accounts@gabify.life

Support: info@gabify.life

COOKIE POLICY

1. PURPOSE

The Cookie Policy explains how Gabify uses cookies and tracking technologies on the website and the Neurolens web application.

2. WHAT ARE COOKIES?

Cookies are small text files stored on your device to improve:

Website performance
Login experience
Analytics insights
User preferences

3. TYPES OF COOKIES USED

3.1 Essential Cookies

Required for:

Login
Security
Core functionality

These cannot be disabled.

3.2 Analytics Cookies

Used for:

Understanding website traffic
Improving user experience
Measuring engagement

Tools may include:

Google Analytics
Internal metrics

Users may opt out of non-essential cookies.

3.3 Preference Cookies

Remember settings like:

Language
Region
Accessibility preferences

3.4 Third-Party Cookies (If enabled)

Used for:

Performance monitoring
Embedded content

Gabify does not enable advertising cookies.

4. COOKIE CONSENT

On first visit:

Users see a cookie consent banner
Users may reject non-essential cookies
Preferences are stored for future visits

5. HOW TO MANAGE COOKIES

Users may:

Change browser settings
Delete stored cookies
Manage preferences via banner

6. CONTACT

Email: info@gabify.life.

care@gabify.life

ACCESSIBILITY & INCLUSION POLICY

1. PURPOSE

Gabify is committed to making its website and Neurolens platform accessible and inclusive for:

Neurodiverse users
Clinicians
Institutions serving children
Users with disabilities

2. ACCESSIBILITY STANDARDS FOLLOWED

Gabify aligns with:

WCAG 2.1 AA principles
Accessibility best practices
Device compatibility
Screen-reader-friendly UI design.

3. INCLUSIVE DESIGN PRINCIPLES

We ensure:

3.1 Readability

Clear fonts, structured headings, consistent layouts.

3.2 Contrast & Visual Support

Optimised for individuals with visual processing needs.

3.3 Keyboard Navigation

Platform features accessible without a mouse.

3.4 Error Prevention

Forms and assessments include:

Clear instructions
Validation prompts
Accessible options

3.5 Inclusive Language

All content avoids stigmatising phrasing.

4. SUPPORT FOR CLINICIANS & INSTITUTIONS

Gabify provides:

Training for staff
Guidelines on using Neurolens ethically
Resources on neurodiversity respect
Support for assistive devices

5. CONTINUOUS IMPROVEMENT

Gabify routinely:

Collects feedback
Conducts accessibility audits
Updates UI/UX features
Enhances inclusive design.

6. CONTACT

For accessibility concerns: info@gabify.life

care@gabify.life

GRIEVANCE REDRESSAL POLICY

1. PURPOSE

This policy establishes a formal mechanism for reporting and resolving:

Data protection grievances
Security concerns
Consent issues
Policy violations
User rights complaints

Required under Indian law.

2. GRIEVANCE OFFICER

As mandated under the Information Technology Act, Gabify appoints a Grievance Officer.

Email: info@gabify.life

care@gabify.life

Response Time: Within 30 days

3. TYPES OF GRIEVANCES COVERED

Lack of consent
Data misuse concerns
Unauthorized access to reports
AI misuse
Privacy rights violations
Inaccurate assessments
Request for data access or deletion
Unethical use of content.

4. REPORTING PROCESS

Anyone may file a grievance via:

Email
Web form (if applicable)
Institutional escalation

Complaint must include:

Name & contact
Description of issue
Date/time of incident
Supporting evidence (if any)

5. RESOLUTION PROCESS

5.1 Acknowledgement

Within 48 hours of receipt.

5.2 Investigation

Review of:

Logs
Access history
Consent records
System events

5.3 Resolution

Formal response within 30 days, unless extended for complexity.

6. ESCALATION

If not satisfied:

Users may escalate to appropriate statutory authorities under DPDP Act.

7. NO RETALIATION

Gabify prohibits retaliation against anyone filing a complaint in good faith.