PHARMXCHANGE — GLOBAL REFUND, CANCELLATION AND PXC COIN RESTORATION POLICY

Operator: PharmXchange Private Limited Version: 5.0 Effective date: This version takes effect on the date Version 5.0 is first published at the Canonical URL, subject to any notice or consent required by Applicable Law. Canonical URL: https://pharmxchange.in/refund-policy

IMPORTANT PAYMENT AND CREDIT SUMMARY

This Policy concerns fees paid to PharmXchange Private Limited for its own digital Services, including eligible Buyer/Manufacturer subscriptions, purchased Platform-use PXC Coins and Boost promotional features. It does not make PharmXchange the buyer/seller of third-party pharmaceutical or other stock or the refund provider for money independently transferred between businesses for goods. Cancellation of a future subscription renewal, refund of money already paid, restoration of an in-app Coin and restoration of a Boost Coin are different remedies. We will not use a blanket “no refunds” clause to override mandatory statutory rights, app-store protections or a paid digital Service that PharmXchange failed to provide.

1. Operator, coverage and related documents

1.1. This Policy is issued by PharmXchange Private Limited (CIN U62099GJ2026PTC173145, GSTIN 24AAQCP6770K1ZR) and covers purchases of permitted Platform Services through its authorized websites, mobile apps or applicable payment channels, subject to the accepted purchase terms and Applicable Law.

1.2. Registered corporate address: 457-F, Office No. 4-D, Vardan Tower, Lakhudi Circle, Navrangpura, Ahmedabad City, Ahmedabad – 380009, Gujarat, India. Separately reported GST place of business: 1001–1005 & 1008–1010, Tenth Floor, C/o The Co.Work Capital, TRUE VALUE COWORKING SOLUTIONS, OCEAN, Near Centre Square Mall, Opp. Vadodara Central, Sarabhai Campus, Vadodara, Gujarat – 390023, India. These addresses do not create different issuers by themselves; issuer and tax fields on a statutory invoice depend on the applicable legal and tax requirements.

1.3. This Policy should be read with the Terms & Conditions, Privacy Policy, Platform Disclaimer, specific checkout disclosures, applicable offer terms and relevant app-store or payment-provider purchase rules. Mandatory rights prevail.

2. Meanings of key terms

• Subscription / Plan: Company-provided period of digital feature access, which may be fixed-term or auto-renewing only where explicitly offered and authorized.
• Subscription-included Coins: PXC Coins granted as a benefit of a Plan.
• Purchased/top-up Coins: Coins separately bought for a price through an authorized channel.
• Promotional/welcome Coins: free, bonus or promotional credits under disclosed offer conditions.
• Restored Coins: Coins recredited after an eligible no-response, system error or other authorized adjustment; their original class and applicable rights matter.
• Boost Coin / Boost entitlement: a credit or authorization to submit an eligible visibility promotion, with moderation and activation controls.
• Qualifying Response: the response type and conditions disclosed for the relevant TPM or Clearance posting; artificial spam, invalid or manifestly irrelevant responses should not be treated as valid solely to deny eligible restoration.
• Underlying Transaction: independent User-to-User product supply, manufacturing, export, import, advance-payment, shipping or procurement deal not sold or settled by the Company through its ordinary Services.

3. What users are purchasing

3.1. Users pay for specified digital access, information/discovery tools, Plan duration, PXC Coin entitlement, or eligible promotional visibility—not for a guaranteed Manufacturer, honest Buyer, safe batch, trade advance refund, lead volume, order or revenue result.

3.2. Prices, taxes, currency, Plan period, benefits, recurring status, Coin quantity and limits, Boost fee and duration must be as presented in the actual purchase screen or accepted offer. A historic promotional price is not a standing right to that price.

3.3. Some Accounts and Services are free or subject to verification. A Company payment may confer access to additional features but does not certify a business or provide insurance for unrelated goods trades.

4. Fixed-term subscriptions and renewal cancellation

4.1. A non-renewing fixed-term Plan ordinarily ends on its disclosed expiry date without a further charge. An auto-renewing Plan is created only if the applicable checkout clearly identifies renewal and obtains the required authorization under its channel and law.

4.2. Where you wish to stop a future renewal, use the method available for the channel of purchase or contact us promptly for guidance. When the subscription is controlled by an app store or external provider, that provider's account/subscription management flow may be the required method. Uninstalling the app, stopping use, deleting an Account or sending an unrelated message does not necessarily revoke a payment mandate.

4.3. Cancellation of future renewal generally prevents later authorized renewal charges after the effective cancellation, but does not automatically undo an already completed valid charge or immediately terminate an already paid period. Any continuing access, credits or adjustment follows the accepted terms and mandatory law.

4.4. If a cancellation control fails, a mandate is charged after effective revocation, or an unauthorized renewal occurs, report the issue with a transaction reference. We will review provider and entitlement records and supply any remedy required under the applicable purchase and law.

4.5. Subscription renewal changes, proration, upgrades, downgrades and eligible balance carry-forward are governed by the accepted offer and the applicable entitlement record; a Plan renewal does not silently make a protected purchased-credit balance expire.

5. General monetary refund framework

5.1. A fee paid for a properly disclosed digital service that was activated and substantially delivered is not automatically refundable merely because the customer received no lead, quote, order, profit or commercial success. An Underlying Transaction's failure is not a defect in the Company's separate digital subscription by itself.

5.2. Refunds or another lawful remedy may be appropriate, depending on records, purchase terms and Applicable Law, where there is a duplicate Company charge, unauthorized charge, materially incorrect charged amount, paid entitlement that failed to activate, an incorrect Plan delivered, material Company-caused non-delivery, a legally required withdrawal/right of cancellation, or an unremedied technical service failure materially depriving a User of the purchased feature.

5.3. Refund eligibility after service consumption may differ from eligibility before activation. Where appropriate, a fair lawful remedy may be correction or activation of the entitlement, extension of a material undelivered access period, recredit of a wrongly consumed Coin, partial refund, reversal or refund of the paid sum. No remedy substitutes for a mandatory statutory refund right without the User's legally valid agreement.

5.4. We do not promise a universal refund window, guaranteed instant approval or the same outcome for every country without a legal basis and actual payment process. Company decisions on discretionary requests should be reasoned, consistent, documented and subject to mandatory rights, including remedies for Company misconduct.

6. Buyer and Manufacturer Plans

6.1. Buyer Plan features and Manufacturer Plan benefits may differ by eligible category, role, country, service period, verification status, Domestic versus Global access and number/type of Coins included. The accepted purchase screen defines the specific entitlement.

6.2. If a verified account is restricted from a paid feature solely because it does not meet clearly disclosed and lawful eligibility requirements, the applicable pre-purchase disclosure matters; misleading or undisclosed inability to use a purchased material service may require a remedy.

6.3. Neither refusal of a third party to quote, Buyer non-payment, Manufacturer non-delivery nor withdrawal from an independent contract automatically entitles a User to a Company subscription cash refund. The User's trade remedies are against the appropriate legally responsible parties.

6.4. If PharmXchange suspends an Account for material proven misuse or unlawful activity, refunds remain subject to the accepted terms, fair assessment, non-delivery caused by the Company, and mandatory rights. There is no automatic blanket confiscation of every paid entitlement or denial of every otherwise legally owed refund.

7. PXC Coins: four distinct classes

7.1. Coins are not cash. PXC Coins may enable permitted postings or specified Platform functions, but are not a savings account, general-purpose money, security, cryptocurrency, stored-value purchasing power for other Users' stock, or refundable cash balance by default.

7.2. Subscription-included Coins arise from a Plan; their usage, Plan dependency, renewal and expiry rights must be stated in the accepted Plan and follow Applicable Law.

7.3. Separately purchased/top-up Coins are an independent purchase class with its own customer rights. Their validity cannot be determined solely by the expiration of the related Plan if the actual purchase terms, law or purchase provider protect them. In particular, credits purchased through Apple in-app purchase are subject to the store's rule that such credits may not expire. Other purchases remain governed by applicable laws, channel conditions and fair published terms. No unsupported general forfeiture is created here.

7.4. Promotional/welcome Coins may have clearly disclosed and lawful eligibility or expiry conditions that do not automatically apply to purchased Coins. Restored Coins ordinarily retain the lawful rights of the original credit class from which they arose, subject to an identified transaction correction or remedial rule.

7.5. Carry-forward: where a qualifying new Plan is purchased before the existing Plan expires, the User's eligible remaining Coins can be carried forward under the disclosed renewal rule. The eligible classes and balance priority are shown in the applicable offer and account records, subject to overriding store or legal protections. A failure to renew cannot lawfully cancel non-expiring purchased credits.

7.6. Costs for an eligible domestic requirement, Global/export requirement or permitted supply listing are shown before the action. The User should receive evidence of the deduction in available account records. Where the active flow states that Manufacturer quoting, responding and the permitted TPM Reveal process are not separate Coin-charged actions, no additional Coin is charged for those actions.

8. No-response PXC Coin restoration

8.1. The Company offers an eligible no-qualifying-response restoration of consumed PXC Coins for posted TPM and Clearance Zone requirements/listings, subject to clearly disclosed feature eligibility and honest use. This is a restoration of platform-use credits, not a cash refund of a Plan price or a warranty of third-party business success.

8.2. A qualifying response must satisfy the category-specific published requirements of the posting. A response may include a genuine relevant quotation/interest received during the active period where the feature defines it as qualifying. Spam, automated nuisance, obvious fabrication or a materially irrelevant response should be reviewable and should not automatically extinguish restoration eligibility merely because it appeared in the system.

8.3. A normal posting may close at its displayed end date or earlier when closed by a User or lawfully moderated. Restoration timing and exclusions are stated in the active feature conditions. Applicable TPM/Domestic postings may remain active up to 45 days, while qualifying Global/export postings may remain active up to 90 days; the active posting display states the applicable period.

8.4. Restoration may reasonably be denied or adjusted for a genuinely duplicate or fabricated listing, clear eligibility breach, fraudulent manipulation, already received qualifying response, or another published lawful exclusion. Incomplete information or technical interference should be evaluated fairly, particularly where a Company-side error prevented responses.

8.5. An incorrectly deducted or wrongly unrecovered Coin may be reviewed against posting, response, payment and credit-ledger events. Restored Coins should not lose the original class's legally protected duration simply because the Company processed a technical correction later.

9. Boost submission, rejection and performance

9.1. Boosts may require qualifying Plan access, a Boost Coin or approved purchased entitlement, lawful advertising content, editing where supported and Company content review. An application for promotion does not guarantee approval or any level of impressions, enquiries, orders or revenue.

9.2. Rejected Boost submission: Where a flyer/promotion fails review, the Company restores the relevant Boost Coin and records the reason, subject to legitimate abuse/fraud safeguards. The User may correct the content and reapply within the lawful entitlement, or ask customer care for an explanation using account/Boost reference details. The Company does not promise approval of any resubmitted prohibited material.

9.3. When the 24 hours begin: The Boost visibility period is 24 hours from actual approved activation after the applicable editing window closes, not from the first attempted purchase or file upload. The service records the activation/start and end time.

9.4. Never activated or substantially under-delivered: When a purchased or legitimately applied Boost is never activated, fails due to Company error or is materially shortened, the Company will provide the applicable correction, restart, recredit or other fair lawful remedy, including a monetary refund where required by law, the applicable purchase terms or the nature of the failure.

9.5. Boost takedown for fraud, unlawful health claims, product restrictions, impersonation or material prohibited conduct may lead to cancellation under the accepted conditions, but cannot nullify a non-excludable right arising from Company error. An ordinary absence of buyer clicks or sales after actual delivery is not, by itself, a delivery failure.

10. Duplicate, failed and disputed Platform payments

10.1. Duplicate charge: Report duplicate debits for the same intended purchase. Upon confirmation, we will make the appropriate reversal/refund or lawful account adjustment through the applicable payment channel. Duplicate entitlement issuance must be corrected without arbitrarily seizing an unrelated valid benefit.

10.2. Successful payment, no entitlement: If an authorized payment is confirmed but the Plan/Coin/Boost does not appear, report transaction details so we can reconcile the payment status confirmed by the applicable payment channel and the entitlement. We may activate what was bought or arrange the legally appropriate remedy rather than treating a screenshot alone as conclusive proof of capture.

10.3. Failed/pending payment: A pending or failed transaction does not necessarily create a paid entitlement. Any debit actually captured without a valid service must be investigated with the payment provider and remedied as required.

10.4. Unauthorized or fraudulent charge: Notify the relevant payment provider, bank or app store promptly through their official process and notify us with appropriate evidence. The Company will cooperate where lawfully necessary; it does not replace mandatory banking charge-dispute rights.

10.5. Chargebacks: We may respond to good-faith disputes with verified records. Knowingly fraudulent reversals or retention of both a returned payment and a purchased entitlement may result in an appropriate adjustment or access restriction, but we will not prohibit a lawful complaint or retaliate merely because a User exercises a statutory remedy.

11. Refund process by purchase channel

11.1. Different products may be purchased through the web, a domestic/international processor or an app-store billing mechanism, depending on country and the available purchase channel. The actual payment receipt and store transaction record determine the purchase channel. A provider appearing in an app or account does not establish that it handles every purchase.

11.2. App-store-controlled purchases: Where Apple App Store or Google Play is the purchaser's billing, subscription-management or refund decision channel, the User may need to initiate cancellation or refund using that provider's official controls. We will provide reasonable guidance and implement any approved/required entitlement adjustments within our capabilities. App-store credits and restoration rights are subject to the relevant binding platform policies and Applicable Law.

11.3. Direct Company/gateway purchases: Where the Company is the seller of the Platform entitlement and the transaction is processed directly by an authorized payment provider, send the claim to pharmxchange5@gmail.com with your Account identifier, approximate payment time, amount/currency, invoice/transaction reference, service, grounds and lawfully shareable support material.

11.4. A support request should not require your payment-card security code, password, OTP, bank login or unrelated confidential documents. For data security, we may ask for reasonably necessary verification through an appropriate protected channel.

11.5. If support needs to refer you to an app store, bank or payment provider that legally controls the remedy, we will explain why and preserve necessary transaction evidence rather than simply rejecting a complaint without review.

11.6. Determining the correct refund route. Before referring a charge to an app store, bank or Company payment provider, we identify the relevant store or processor reference, seller or merchant of record, purchased product, charged amount and entitlement record. A general statement that Razorpay, Apple or Google handles payments does not conclusively identify the refund decision-maker for every order. This allocation does not diminish a mandatory Company duty or prevent a lawful customer claim.

12. Processing a claim and remedies

12.1. We assess claims according to payment status, purchase disclosure, feature activation, actual consumed benefit, relevant Logs, user behavior, lawful exceptions, provider procedures and country-specific mandatory rights.

12.2. We aim to acknowledge and investigate reasonable refund, cancellation and Coin claims with appropriate diligence, and to provide the response or resolution required by Applicable Law. We do not promise a fixed “3 days”, “7 days”, “15 days” or “instant” settlement period unless the applicable support or payment provider has committed to it. The refund arrival date may be influenced by the payment method, original issuer, bank holidays and applicable payment-provider rules.

12.3. Approved refunds are ordinarily routed to the permitted original purchase instrument or another lawfully required channel. We do not promise that exchange-rate movements, card FX conversion, bank charges or payment-provider fees can always be returned; tax, fees and any statutory adjustment are treated according to law and the actual billing transaction.

12.4. A refund may necessitate reversing the corresponding digital entitlement to prevent double recovery, provided it does not consume separately purchased or unrelated legally protected rights.

13. Taxes, invoices, currencies and credit notes

13.1. An invoice, receipt and payment confirmation may be different documents. Statutory tax invoices and credit notes must accurately describe the supplier, customer, place of supply, classification, applicable tax and transaction-specific facts, as legally required. We will not characterize every non-Indian purchaser payment as GST-free merely because it is foreign currency or a foreign card.

13.2. Refund values and taxes may require adjustments, credit notes or foreign-exchange reconciliation. The Company will apply applicable mandatory tax and remittance requirements. Country-based charges, payment processor currency conversion and taxes are disclosed before purchase where required by Applicable Law.

13.3. A change in exchange rate between original charge and any refund may result in a different amount in the User's home currency. The Company cannot guarantee bank or payment-network FX equivalence, but it must not use this statement to excuse an incorrect refund attributable to its own error or mandatory legal requirements.

13.4. Verified issuance and corrections. An issued statutory invoice or credit note is generated under the correct legally required issuer and numbering process. A payment receipt, provisional preview or internal checkout reference is not a finalized tax invoice. Refund-related tax corrections, where required, reference the original supply without duplicating statutory invoices or silently rewriting a historic issued record. Zero-rated LUT treatment applies only to qualifying export-of-services transactions.

14. Foreign business purchasers and restricted markets

14.1. PharmXchange's current geographic eligibility policy excludes the entire European geographic region, including EU/EEA, UK, Switzerland and other European countries; transcontinental country and territory cases are determined case by case. Non-European access does not itself mean that payment, data protection, marketing, sanctions and other legal conditions have been cleared for each country or category. The current store-market reference is available in the Global App Availability and Purchase Eligibility page.

14.2. An eligible non-Indian contracting business may be offered a Global Plan according to actual registration, country availability, legal eligibility and checkout. Eligibility follows the real business and billing circumstances, not simply a foreign phone number, passport, travel location or currency setting.

14.3. Refund, cancellation, statutory withdrawal, payment method, currency, international tax and privacy rights may be different under mandatory laws applicable to the transaction. A general India-based contract clause and a Company refund policy do not override non-waivable rights of a purchaser where such rights actually apply. Where local law requires a country-specific supplement or refund handling process, that requirement applies to the relevant purchase.

14.4. A user remains responsible for its independent product-trade contract, customs duties and local industry permits. Money paid to a Manufacturer or Seller for goods after a PharmXchange introduction is outside the Company's normal paid digital-service refund mechanism. The User may have contractual, banking or statutory remedies directly against the relevant party.

14.5. Store availability and paid features. Apple App Store and Google Play may list different countries or regions. The ability to download the app in a territory does not necessarily mean that every paid Plan, separately purchased Coin, Boost, billing method, cancellation control or refund channel is offered or permitted there. The actual purchase screen and transaction channel disclose legally required restrictions before purchase.

15. Account suspension, service changes and compulsory rights

15.1. If access is suspended for credible fraud, counterfeit goods, unlawful conduct or material Terms violations, we may apply proportionate safeguards; legitimate mandatory refund rights or independently purchased credit rights are not automatically forfeited.

15.2. If the Company discontinues a substantially undelivered prepaid feature, it will consider applicable service extension, replacement entitlement, proportionate monetary refund or another legally required remedy. Users are not entitled to a guaranteed number of leads merely because access was validly provided.

15.3. Force majeure, infrastructure outages or third-party failures may affect service timing. Such events do not automatically cancel every refund right or excuse wrongdoing that law does not permit the Company to exclude.

16. How to contact us and report a problem

Primary refunds, privacy, legal and grievance email: pharmxchange5@gmail.com Official telephone: +91 92742 20185 Additional suspected fraud reports: team@thepharmxchange.com

A claim should identify Account/email or user ID (only the information reasonably needed), Plan or Coin/Boost reference, payment amount, date, method, the problem, and any lawfully shareable evidence. Never share OTP, full card credentials, passwords, patient records or unnecessary sensitive details. Suspected external trade fraud may also warrant contacting the relevant bank, law enforcement or regulator.

17. Updates and legal precedence

The Company may revise this Policy when the product model, law, purchase channels or permitted territories change. Material changes shall have the published version and effective date and be communicated as required. Existing purchases and accrued customer rights remain governed by the legally relevant terms and mandatory protections rather than being silently erased by a later policy version. Where a specific accepted purchase offer conflicts with a generic statement here, that accepted commitment governs the particular purchased service to the extent lawful. No provision excludes non-waivable rights.

Company: PharmXchange Private Limited CIN: U62099GJ2026PTC173145 Registered office: 457-F, Office No. 4-D, Vardan Tower, Lakhudi Circle, Navrangpura, Ahmedabad City, Ahmedabad – 380009, Gujarat, India

Read alongside the Terms & Conditions, Privacy Policy, Platform Disclaimer and Global App Availability and Purchase Eligibility page.