Refund & Cancellation
How to stop, what happens to money already paid, and how long it takes to come back.
KeyCode Technology Pvt Ltd
Last updated 07-Sep-2026
1. Try it before you pay
Every laboratory can run LabSureX free for fourteen days, with
every module in it, before any money changes hands. We would far rather you
found out in the trial that it does not suit you than ask for your money back
afterwards, so ask us for whatever you need during it — a demonstration, a
sample of your own test list loaded in, a call with whoever will actually use it.
2. Cancelling
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Tell us. A message from the laboratory's administrator to
the email or number below is enough; there is no form and no notice period.
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You keep the service to the end of the period you have paid
for. Cancelling stops the next renewal; it does not switch anything
off today.
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Nothing is charged after you cancel. If a renewal is taken
after we have been told to stop, that is our mistake and it is refunded in
full.
3. When a refund is given
Annual plans
If you change your mind within seven days of your first annual
payment, tell us and we will refund it in full. After those seven days an annual
subscription is not refundable for the remainder of its term — you keep the
service until the term ends.
Monthly plans
The month in progress is not refunded; cancel and nothing further is charged.
A month is a small enough commitment that this is the fairest way round, and it
is why the monthly plan exists.
Always refunded, in full
- a payment taken twice for the same period;
- a payment taken after you told us to cancel;
- money taken by mistake, in any amount, whoever noticed;
-
a payment whose account we never activated — if we could not deliver,
we do not keep the money.
Not refunded
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Set-up, data migration and training that has been done.
These are somebody's time, quoted separately and charged once the work is
complete. Work not yet started is refunded.
-
SMS credits already spent. Unspent credits are refunded at
what was paid for them; a message that has left the gateway cannot be
unsent.
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A period you used and are now unhappy with in hindsight, outside the windows
above. Tell us what went wrong anyway — if it was our failure we will
deal with it as our failure, and this paragraph is not us hiding behind a
policy.
4. How a refund is made
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Back the way it came. A card payment returns to that card, a
UPI payment to that account, a bank transfer to the account it came from. We
cannot send it somewhere else, which is a protection for you.
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We start it within two working days of agreeing it, and the
money usually reaches you in five to seven working days
after that. The last part of that is your bank's and not ours; where it takes
longer we will give you the reference and chase it with you.
-
Where tax was charged on the original payment, it is refunded with it and a
credit note is issued.
5. Your data when you leave
Leaving does not cost you your records. We will give you a
copy of your database in a usable form, and remove it from our systems on
your written instruction. We will not hold a laboratory's patient records
against an unpaid bill — a dispute about money is settled as a dispute
about money.
Ask for the copy before the account is closed rather than long afterwards; a
backup ages out.
6. Asking for one
Write to us from the laboratory's administrator account, or ring. Tell us the
laboratory's name, roughly when the payment was made and what happened. You do
not need to fill anything in, and you do not need a reason — though if
something in the product failed you, we would like to know which part.
