This Refund & Cancellation Policy (the “Policy”) is published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and applicable guidelines issued by the Reserve Bank of India (RBI) on the processing of refunds. It forms an integral part of the Terms & Conditions of RESCUQR Technologies LLP (“RESCUQR”, “we”, “us”).
1. Scope
This Policy applies to amounts paid directly to RESCUQR through the rescuqr.in website or any payment link issued by us. It does not apply to amounts paid to third parties (for example, hospital fees, ambulance partner charges where billed separately, or payments to payment-gateway operators).
The applicable refund position depends on the type of engagement, summarised below.
2. Rescuers Waitlist
(a) Joining the Rescuers waitlist is free. No payment is collected.
(b) Accordingly, no refund arises in respect of waitlist registration.
(c) You may withdraw from the waitlist at any time by emailing support@rescuqr.in. Withdrawal will be effected and your data deleted in accordance with our Privacy Policy.
3. Community Emergency Medical Cover (B2B Partners)
(a) Where RESCUQR provides Community Emergency Medical Cover to a builder, RWA, gated society, corporate, school, college or other organisation (a “Partner”), the commercial terms — including pricing, billing cycle, deposit, set-up fees (if any), discounts, escalation, early termination and refunds — are recorded in a separately signed agreement between RESCUQR and that Partner (the “Partner Agreement”).
(b) Refund eligibility, calculation methodology and timelines for Partner payments are governed by the Partner Agreement. In the absence of specific terms in the Partner Agreement, the following defaults apply:
(i) Before service go-live. If the Partner Agreement is terminated by RESCUQR for our default, or by mutual consent prior to the go-live date, amounts paid by the Partner that have not been irrevocably committed to onboarding (such as vehicle wrap, room fit-out, signage and crew mobilisation) will be refunded in full.
(ii) Onboarding underway. Where onboarding costs have been incurred (vehicle wrap and branding, room fit-out, signage, recruitment), those amounts are non-refundable but will be set off against future invoices where the engagement is resumed within 90 days.
(iii) After go-live. Service fees are payable in arrears for the period for which the service was actually live. Pro-rated refunds are issued only where the service was not provided for reasons solely attributable to RESCUQR.
(c) Pilot engagements (typically 3 months) are non-cancellable for convenience once mobilisation has begun, unless otherwise agreed in writing.
4. Optional Medical-ID Wristband Purchases
The medical-ID wristband is an optional product. Where you purchase a wristband directly through RESCUQR, the following terms apply:
| Stage | Refund | Eligibility Window |
|---|---|---|
| Payment received, profile not yet activated | 100% | Within 24 hours of payment |
| Profile created, wristband not yet personalised | 100% | Within 7 days of payment |
| Wristband personalised, not yet dispatched | 50% | Before dispatch |
| Wristband dispatched or delivered | No refund | After dispatch |
Personalisation includes laser-engraving of the unique QR code linked to your profile and is a custom-made activity. Once dispatched, the product cannot be resold and is therefore non-refundable.
5. Defective or Damaged Wristband
(a) If the wristband delivered to you is physically defective (printing error, unscannable QR code, transit damage), you are entitled to a free replacement.
(b) Report a defect within 7 days of delivery by emailing support@rescuqr.in with a clear photograph of the defective wristband and your order reference.
(c) A replacement will be dispatched within 7 business days at no additional cost upon verification.
6. How to Request a Refund
(a) Send an email to support@rescuqr.in with the subject “Refund Request” from the email address used for the relevant payment / engagement.
(b) Include: order reference or payment transaction reference, date of payment, amount, the reason for the refund request, and any supporting evidence (photograph, screenshot, correspondence).
(c) We will acknowledge your request within 48 hours of receipt.
(d) Approved refunds will be processed within 7 to 10 business days to the original payment method, in accordance with applicable RBI guidelines. Banks and intermediaries may take additional time to credit the refund to your account.
7. Non-Refundable Situations
(a) Costs which have been irrevocably committed to fulfilment by us (for example, custom personalisation, mobilisation, third-party costs already paid).
(b) Refund requests for wristbands made after dispatch.
(c) Refund requests submitted after the eligibility window specified above.
(d) Engagements terminated for cause due to your material breach of these Terms or the relevant Partner Agreement.
(e) Charges incurred from a payment gateway, bank or other intermediary (e.g., conversion or processing fees) where those are non-refundable to us.
8. Cancellation
(a) For optional wristband purchases, you may cancel before personalisation begins for a full refund, in accordance with section 4.
(b) For Partner Agreements, cancellation and notice obligations are governed by the signed agreement.
(c) For waitlist participation, you may withdraw at any time at no cost.
9. Force Majeure
RESCUQR shall not be liable for refunds where service performance is prevented, delayed or rendered impracticable by events beyond its reasonable control, including natural disasters, pandemics, government action, riots, war, strikes, network or power failures and acts of God. In such cases the parties will discuss in good faith a fair adjustment (such as a credit, extension or partial refund) consistent with these Terms and the applicable Partner Agreement.
10. Grievance Redressal
If you are not satisfied with the resolution of your refund request, you may escalate the matter to our Grievance Officer:
Grievance Officer: Purohit Sharma
Designation: Founder & Director
Organisation: RESCUQR Technologies LLP
Email: support@rescuqr.in
Address: Hyderabad, Telangana, India
Grievances will be acknowledged within 48 hours and addressed within 30 days from the date of receipt, as required under the Consumer Protection (E-Commerce) Rules, 2020. You may also file a complaint with the Consumer Disputes Redressal Commission of competent jurisdiction under the Consumer Protection Act, 2019, or with the Data Protection Board of India under the DPDP Act, 2023, as the case may be.
11. Modifications
We may update this Policy from time to time. Material changes will be communicated via a notice on the website and, where we have your email address, by email at least 15 days before they take effect. The “Last updated” date at the top reflects the most recent revision. Refund requests in respect of payments made before the effective date of any change will be governed by the version of this Policy in force at the date of that payment.
12. Governing Law & Jurisdiction
This Policy is governed by the laws of India. Subject to the jurisdiction of any consumer-redressal forum available under the Consumer Protection Act, 2019, the parties submit to the exclusive jurisdiction of the competent courts in Hyderabad, Telangana, India.