Return & Refund Policy

LAST REVISION: 15-June-2023

Thank you for shopping/purchasing at EXIM Clinic.

At EXIM Clinic, we take pride in the products/services delivered by us and promise your satisfaction with our services and support. We constantly improve and strive to provide the best Product(s)/Service(s) that is booked through our ‘Website’ (www.eximclinic.com). However, for any reason, You are not completely satisfied with a purchase, We invite You to review our policy on return and refund. The following terms are applicable for any products/services that You purchased with Us. The refund will be the sole discretion of the management of EXIM Clinic.

Interpretation and Definitions

Interpretation

The words in which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or plural.

Definitions

For the purposes of this Return and Refund Policy:

“Company” (referred to as either “the Company”, “We”, “Us”, or “Our” in this Agreement) refers to EXIM Clinic.

"Earned Fees” refers to the 40% of the paid amount by a customer/client. The fees is earned by EXIM Clinic towards the time and efforts made by EXIM Clinic for a customer’s/client’s matter within 12 hours from the payment date & time. In case of a refund claim requested by customer/client the 40% amount will deducted from refund amount excluding government taxes.

“Feedback Form” is a way to collect opinions about EXIM Clinic’s service. It is a method of understanding customers and measuring customer satisfaction. Customer gives rating for the availed service(s).

"Flash Drive" is a small, portable storage device that uses flash memory. It is typically shaped like a small rectangular stick and is plugged into a computer's USB or Type C port. Flash drives are used to store and transfer files, such as documents, data, photos, music, and videos. They are also used to boot computers from a live operating system or to install software. The term "flash drive" is often used interchangeably with other terms, such as "USB drive," "thumb drive," and "pen drive." However, there are some subtle differences between these terms. For example, a USB drive can refer to any device that uses a USB connector, while a flash drive specifically refers to a device that uses flash memory and can store and transfer files, such as documents, data, photos, music and videos.

“Goods/Products/Services” refer to the items offered for sale on the ‘Website’.

“Orders” mean a request by You to purchase Goods/Products/Services from Us.

“Online Session” means Online Training/Coaching Live or through Recorded Videos, & Virtual Meetings.

"Service" means make a purchase (other than goods) by using the website www.eximclinic.com and/or by placing an order for Consultancy, Advisory, Liaising, and On Demand Services by phone call(s)/e-mail(s) against which EXIM Clinic will start processing the order.

“Website’” means the website www.eximclinic.com including third party's payment gateway like CC Avenue, Razorpay, Instamojo, Cosmofeed, www.eximclinic.graphy.com, etc.

“You” or ”Person” means the individual/ company/ firm/ institution accessing or using the Product/Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Product/Service, as applicable.

(A) Your Order Cancellation Rights

(a) For Physical Goods Do Not Carry Digital Data

You are entitled to cancel Your Order within 7 days without giving any reason for doing so. The deadline for cancelling an Order is 7 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the Product delivered.

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by e-mail: eximfriend@eximclinic.com or exportimport.clinic@gmail.com.

We will reimburse You no later than 30 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement. In case we will unable to use the same means of payment as You used for the order, kindly share your correct bank details by e-mail service to eximfriend@eximclinic.com or exportimport.clinic@eximclinic.com. in the following manner:

Name of Account Holder
Name of Bank
Bank Account Number
Type of Bank Account (Savings or Current Account)
IFSC Code
SWIFT or IBAN (for international payment)

Conditions for Returns

In Order for the Goods to be eligible for a return, please make sure that:

The Goods were purchased in the last 7 days
The Goods are in the original packaging
The Subject of e-mail communication must have the following details:

"Refund of Rs ___ (Amount in Indian Rupees), Order ID/Payment Reference No________ Date_______ dated ___________
Name of Product

4. The contents of e-mail communication must have the following details:

Name of purchaser
Address of purchaser that must be the same as mentioned while ordering the Goods.
If payment is made through Razorpay Payment Gateway, this e-mail should be sent from the same e-mail ID used for making the payment.

The following Goods/Services cannot be returned:

The supply of Goods made to Your specifications or clearly personalized.
The supply of Goods which according to their nature are not suitable to be returned deteriorate rapidly or where the date of expiry is over.
The supply of Goods that are not suitable for return due to health protection or hygiene reasons or in the pandemic outbreaks and were unsealed after delivery.
The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.
The e-books (available at www.eximclinic.com or any other websites or e-commerce platforms owned by EXIM Clinic or its owners/promoters/partners/authorised persons) that were purchased from any digital/internet platforms.
The digital products which can be copied or downloaded in computer system, smartphone, tablet, laptops, external storage devices like Ready to Use Templates (Made in Ms Word, Ms Excel, Ms PPT, PDF, Google Docs, Google Sheet, etc)

We reserve the right to refuse returns of any merchandise including storage devices carrying digital formats/data/information that does not meet the above return conditions at our sole discretion.

Only regular priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law. The delivery charges collected at the time of purchasing will not be refunded. The delivery charges have not been collected at the time of purchasing will be deducted from refund amount. The finance charges which EXIM Clinic paid to Razorpay or Bank will also be deducted from refund amount.

Logistics Cost & Risks for Returning Goods

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods to the following address :

EXIM Clinic (Desk ID: HD-197) WeWork DLF Forum, DLF Cybercity, Phase III, Gurugram, Haryana (HR - 06), PIN Code 122002, India

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery. Therefore, before sending the Goods, we advise getting the correct/updated address by sending an email to eximfriend@eximclinic.com or exportimport.clinic@gmail.com.

Replying to an email received in the Junk/Spam folder may take longer time than usual in such a case company will not be responsible to acknowledge the refund

(b) For Training/Coaching (Online Live Classes or Offline Classes)

When the payment of fee is made to EXIM Clinic for Online Live Classes or Offline Live Classes, the fees paid in advance is retained by EXIM Clinic in a client account. EXIM Clinic starts ‘Working on a client’s or trainee’s matter within 12 hours of payment received and EXIM Clinic will earn the fees (The “Earned Fees) only upon ‘Working on a client's or trainee's matter’. During an engagement, EXIM Clinic earns fees at different rates depending on the completion of various milestones (e.g. allotment of a seat for training program/ classes that were purchased/opted by client(s)/ trainee(s) by any mode (phone call/ email/ through website), assigning dedicated trainer for training of opted course, providing client portal access (as applicable), assigning relationship manager (as applicable). The refund cannot be provided for the earned fee because resources and man-hours spent on delivering the Service are non-returnable in nature. Further, we can't refund or credit any money paid to government entities, such as filing fees or taxes, or to other third parties with a role in processing your Order. The person, who has paid the fee for any course or training program (for online/offline mode) to EXIM Clinic, may transfer his/ her reserved seat to any eligible (not minor) person subject to the person who initially reserved the seat is not joining the course. In such a case, he/ she has to submit an indemnity bond in this regard stating no further refund claim of paid amount will be made. He/ she (who transfer the reserved seat) will also indemnify EXIM Clinic or its any unit for any kind of consequence if it is arisen by another person (who transferred by the person originally paid for the course).

1) Conditions for Refund

(i) For Online Session Only Where 100% Money Back Guarantee Is Promised

a) A refund of the amount paid, for partial/full amount, can be requested which will be valid only for ‘online webinars or online live training/coaching sessions’ (the ‘Online Session’) and can be availed only for such programs for which " Website" offering a 100% money back guarantee.

b) Refund request for partial/full amount of amount paid can be made up to three days prior to the commencement of the 'Online Session' or within 1 hour of the start of the online session. Request which will be received after three days cannot be entertained until online session is started. In such a case refund request can only made within 1 hour of the commencement of the ‘Online Session’. Request which will be received after 1 hour from the start of the ‘Online Session’ will not be entertained for refund of paid amount for partial/full amount.

c) We can't refund or credit any money paid to government entities, such as filing fees or taxes.

d) The benefit offered associated with such service(s), if any, to the person requesting for refund of the amount paid, in part/full, will not be distributed to him.

e)In the event when session schedule is changed (due to unforeseen incidents or if participants are more than 500 in number, the refund request will be not accepted. However, the participant may transfer the booked seat for next date or to any sound mind person (not below than 18 years) with prior approval of EXIM Clinic. Kindly read Terms and Conditions carefully.

(ii) For Online Session Only Where 100% Money Back Guarantee Is Not Promised

a) A refund of the amount paid, for partial/full amount, can be requested which will be valid only for ‘online webinars or online live training/coaching sessions’ (the ‘Online Session’).

b) Refund request for partial/full amount of amount paid can be made within 1 hour of the commencement of the online session. Request which will be received after 1 hour from the start of the ‘Online Session’ will not be entertained for refund of paid amount for partial/full amount.

c) The person who fills the “Feedback Form” will be eligible to request for refund of paid amount, partial/full. The eligible refund request will be which if a person joined the ‘Online Session’ and wants to make a request for refund of paid amount, partial/full, he/she must inform to trainer/host during the “Online Session” (but within 1 hours of start the Online Session) through Chat Box and through one to one discussion (must avoid sending message to all participants) and fill the feedback form. In this ‘Feedback Form’ he/she needs to provide rating from 1 to 5. 1 means ‘poor’, 2 means ‘acceptable’, 3 means ‘good’, 4 means ‘very good’ & 5 means ‘excellent’. If all criteria of this Feedback Form are ‘1’ then the refund will be issued by deducting the 40% amount as earned fees plus taxes (if paid to government).

d) A formal refund request can be made within 3 days of initial information given by the customer/client as mentioned in above point # (A).(b).(1).(ii).(c).

e) We can't refund or credit any money paid to government entities, such as filing fees or taxes.

f) The benefit offered associated with such service(s), if any, to the person requesting for refund of the amount paid, in part/full, will not be distributed to him. The benefits which will be delivered prior to joining the “Online Session’ will not be taken back by the EXIM Clinic.

g) In the event when session schedule is changed (due to unforeseen incidents or if participants are more than 500 in number, the refund request will not be accepted. However, the participant may transfer the booked seat next date or to any sound mind person (not below than 18 years) with prior approval of EXIM Clinic. Kindly read Terms and Conditions carefully.

How to Make Formal Refund Request

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

1. By email: eximfriend@eximclinic.com or exportimport.clinic@gmail.com.

2. The Subject of e-mail communication must have the following details:

"Refund of Rs ___ (Amount in Indian Rupees), Order ID/Payment Reference No________ Date_______ dated ___________
Name of Product

3. The contents of e-mail communication must have the following details:

Name of purchaser
Address of purchaser that must be the same as mentioned while ordering the Goods.
If payment is made through Razorpay Payment Gateway, this e-mail should be sent from the same e-mail ID used for making the payment.

The following Goods/Services cannot be returned and paid amount cannot be refunded:

The supply of Goods made to Your specifications or clearly personalized.
The supply of Goods which according to their nature are not suitable to be returned deteriorate rapidly or where the date of expiry is over.
The supply of Goods that are not suitable for return due to health protection or hygiene reasons or in the pandemic outbreaks and were unsealed after delivery.
The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.
The e-books (available at www.eximclinic.com or any other websites or e-commerce platforms owned by EXIM Clinic or its owners/promoters/partners/authorised persons) that were purchased from any digital/internet platforms.
The digital products which can be copied or downloaded in computer system, smartphone, tablet, laptops, external storage devices like Ready to Use Templates (Made in Ms Word, Ms Excel, Ms PPT, PDF, Google Docs, Google Sheet, etc)

By accepting the Proforma Invoice(s) or by providing positive consent to perform the job on email or by providing Purchase Order(s) EXIM Clinic is hired/ordered to provide consultancy or Advisory Services. Whether payment of fee, for the ordered services is made or not to EXIM Clinic, EXIM Clinic starts ‘Working on a client’s matter immediately. Thus EXIM Clinic starts earning the fees (The “Earned Fees) upon ‘Working on a client's matter’. During an engagement, EXIM Clinic earns fees at different rates depending on the completion of various milestones (e.g. study of case file, attending meetings, purchasing of books/journals/case studies/market studies, hiring of professionals/subject matter experts, visit to various places including client’s site/office, ports and government offices, providing client portal access (as applicable), assigning relationship manager (as applicable), etc). The refund cannot be provided for the earned fee because resources and man-hours spent on delivering the Service are non-returnable in nature. Further, we can't refund or credit any money paid to government entities, such as filing fees or taxes, or to other third parties with a role in processing your Order. In case You cancel the given Order, You need to pay 40% of total order value (PI/PO/Agreement Value) as an our Earned Fees against Proforma Invoice. EXIM Clinic will raise a bill when payment is received. If You paid an advance for the given Order, we shall deduct the 40% amount as an our Earned Fees and then we initiate the refund for balance amount. If adjusted value is less than paid amount, then You need to pay rest amount to EXIM Clinic. Under any circumstances the Taxes paid to Government will not be refunded.

Alternatively, You can leave your advance paid amount with us which will be adjusted in next consultation services. Under any circumstance, EXIM Clinic or its any division shall be only liable to adjust the paid amount to other works, if it is further assigned by client(s) within 120 days from the payment date. After 120 days we shall charge 10% of advance paid amount as monthly retention charges till total paid amount is consumed in retention charges. After 120 days, if further assignment is received (must relevant to export/import business and as listed Terms & Conditions sheet), the remaining amount (after adjustment of monthly retention charges) will be adjusted in final invoice.

Note: To know about services, please read Terms & Conditions page (https://www.eximclinic.com/terms-conditions)

(d) For Consultation Services for issuance of various Authorisations/ Scrips/ Certifications including various Registration for export/import and On-Demand Services

By accepting the Proforma Invoice(s) or by providing positive consent to perform the job on email or by providing Purchase Order(s) EXIM Clinic is hired/ordered to provide consultation services for issuance of various Authorisations/ Scrips/ Certifications including various Registration for export/import. Whether payment of fee, for the ordered consultation services is made or not to EXIM Clinic, EXIM Clinic starts ‘Working on a client’s matter immediately. Thus EXIM Clinic starts earning the fees (The “Earned Fees) upon ‘Working on a client's matter’. During an engagement, EXIM Clinic earns fees at different rates depending on the completion of various milestones (e.g. study of case file, attending meetings, purchasing of books/journals/case studies/market studies, hiring of professionals/subject matter experts, visit to various places including client’s site/office, ports and government offices, providing client portal access (as applicable), assigning relationship manager (as applicable), filing application, liaison, etc). The refund cannot be provided for the earned fee because resources and man-hours spent on delivering the Service are non-returnable in nature. Further, we can't refund or credit any money paid to government entities, such as filing fees or taxes, or to other third parties with a role in processing your Order. In case You cancel the given Order, You need to pay 40% of total order value (PI/PO/Agreement Value) as an our Earned Fees against Proforma Invoice. EXIM Clinic will raise a bill when payment is received. If You paid an advance for the given Order, we shall deduct the 40% amount as an our Earned Fees and then we initiate the refund for balance amount. If adjusted value is less than paid amount, then You need to pay rest amount to EXIM Clinic. Under any circumstances the Taxes paid to Government will not be refunded.

Note: To know about services, please read Terms & Conditions page (https://www.eximclinic.com/terms-conditions)

(e) Refund and Return Policy for Digital Products including Ready to Use Digital Templates/Data/Details (Downloaded from Website or Received in Flash Drive)

1) No Refunds
We do not offer refunds for digital products. Once you have purchased a digital product, you will be able to download it immediately. This means that you will have access to the product right away, and we cannot offer a refund if you decide that you do not want it.
2) No Returns
Digital products cannot be returned. Once you have downloaded a digital product, it is yours to keep. We cannot offer a refund or exchange if you are not satisfied with the product.
3) Exceptions
There are a few exceptions to our no refund and return policy. We will refund/replace the product if:
• The digital product is defective: We will refund the money which will be the subject that customer/user will return the earlier delivered product to EXIM Clinic address (the address will be communicated separately via email service) at his/her cost, and such defect will be found in it. In such a case, if product is working condition or it is damaged intentionally, EXIM Clinic will not issue refund and the product will be shipped back to customer/user at his/her cost.
• The digital product is not as described: We will replace the product. Product will be delivered to same address or e-mail address. Only one time replacement will be made subject to earlier delivered product will be returned back to EXIM Clinic address (the address will be communicated separately via email service) and defect will be found in it. In such as case, if defect is not found, we may replace the product but customer/user needs to bear the shipping cost, if any.
• We have made a mistake in the pricing of the digital product: The refund will be issued for the excess collected amount.
If you have any questions about our refund and return policy, please contact us.

Why Do We Have a No Refund and Return Policy for Digital Products?
There are a few reasons why we have a no refund and return policy for digital products.

First, digital products are intangible goods. This means that they cannot be returned or exchanged like physical goods. Once you have downloaded a digital product, it is yours to keep.
Second, digital products are often delivered immediately after purchase. This means that you will have access to the product right away, and we cannot offer a refund if you decide that you do not want it.

We understand that this policy may be inconvenient for some customers. However, we believe that it is the best way to protect our customers and our business. Thank you for your understanding.

(B) Change of Service(s) (not physical Product(s)):

If you want to change the Service (s) you ordered for a different one, you must request this change of Service within 48 hours of purchase (Not applicable for Online Session and for the service for which EXIM Clinic does not have any alternative service/solution). The purchase price of the original Service, less any earned fee and money paid to government entities, such as filing fees or taxes, or to other third parties with a role in processing your order, will be credited to your EXIM Clinic account. EXIM Clinic or its unit adjust this balance credit for any other EXIM Clinic service (except Online Session and for the service for which EXIM Clinic does not have any alternative service/solution) opted by you in place of the original Service. This clause supersedes any other clauses if mentioned anywhere in this document.

(C)Standard Pricing

EXIM Clinic has a standard pricing policy for a training program (online/offline) wherein no additional service fee is requested under any circumstance. However, the standard pricing policy is not applicable for an increase in the total fee paid by the client or trainee to EXIM Clinic due to an increase in government fee or fee incurred by the client for completion of legal documentation or re-filing of forms with the government due to rejection or resubmission. In addition, EXIM Clinic is not responsible or liable for any other cost incurred by the client related to the completion of the Service.

(D)Factors Outside our Control

We cannot guarantee the results or outcome of your particular procedure. For instance, the government may reject an authorization application for legal reasons beyond the scope of EXIM Clinic™ service. In some cases, a government backlog or problems with the government platforms (e.g. DGFT website, Customs Website, etc) can lead to long delays before your process is complete. Similarly, EXIM Clinic™ does not guarantee the results or outcomes of the services rendered by our Associates, who are not employed by EXIM Clinic™. Problems like these are beyond our control and are not covered by this guarantee and/or not eligible for a refund. Hence, a delay in the processing of your file by the Government cannot be a reason for a refund.

(E)Gifts/Free of Cost Supplies

If any Product(s)/Service(s) were marked as a gift or free of cost supply when purchased with paid Product(s)/Service(s) and then shipped/delivered directly to you, the company would not be responsible for the quality of the Product (s)/services. The company would also not be responsible for the correctness of data/information of any business directories/importer’s directories/business contact details that has/have been shipped/delivered by any means of supplies (physically/digitally) directly to you with the paid product(s)/service(s). However, the Company endeavours to update such business directories/importer's directories/business contact details from time to time. After updating the same gift/free supply as was originally delivered to you earlier, is provided by e-mail service or by appointing you a member on the website. Gifts/free of cost supplies are free of charge, for that company does not demand any consideration, and cannot be exchanged for cash, or money or any product(s)/service(s) under any circumstances.

(F)Force Majeure

EXIM Clinic shall not be considered in breach of its Satisfaction Guarantee policy or default under any terms of Service, and shall not be liable to the Client or trainee for any cessation, interruption, or delay in the performance of its obligations by reason of earthquake, flood, fire, storm, lightning, drought, landslide, hurricane, cyclone, typhoon, tornado, natural disaster, an act of God or the public enemy, epidemic, famine or plague, action of a court or public authority, change in law, explosion, war, terrorism, armed conflict, labour strike, lockout, boycott or similar event beyond our reasonable control, whether foreseen or unforeseen (each a "Force Majeure Event").

(G)Post Service Cancellation Fee (Only for Consultation/Advisory Services – Not applicable for Online Session, Professional/Legal Opinion, Virtual Meetings/Consultations, In Person Meetings)

Since we're incurring costs and dedicating time, manpower, technology resources and effort to your service or document preparation, our guarantee only covers satisfaction issues caused by EXIM Clinic - not changes to your situation or your state of mind. In case you require us to hold the processing of a service, we will hold the fee paid on your account until you are ready to commence the Service. Before processing any refund, we reserve the right to make the best effort to complete the Service. In case, you are not satisfied with the service, fee may be refunded after deduction of a cancellation fee of 25% + earned fee of 40% + fee paid to the government (taxes). In case of a change of Service, the cancellation fee would not be applicable, however, the fee paid to the government (tax) would not be recredited or kept in your account. In such a case refund can be claimed within 7 days of delivering the services by sending an email to eximfriend@eximclinic.com or exportimport.clinic@gmail.com. However, before claiming the refund EXIM Clinic may seek a chance to service again at no cost and if it is allowed to EXIM Clinic, then a refund claim cannot be made. This clause will not applicable for for Online Session, Professional/Legal Opinion, Virtual Meetings/Consultations, In Person Meetings.

If you have any questions about our Terms and Conditions and Returns and Refunds Policy, please contact us:

eximfriend@eximclinic.com