Plan Activation & Support Policy

Last updated: October 2026  •  Applies to all AI MediLabs plans (AI Self-Serve, One-Time Doctor Consultation, Health Manager) and AI credit purchases.

1. Instant Plan, Consultation & Credit Activation

Activation Timeline

Step	Timeline
Complete payment at checkout	Immediate
✓ Premium features unlocked	Instantly (within seconds)
Payment confirmation email sent	Within 2 minutes
GST invoice attached to email	Within 2 minutes
Monthly renewal reminder sent	1 day before next billing date

2. What Happens After Payment

Automatic Actions

• ✓ Login immediately: Your account is activated; you can log in right away
• ✓ Premium features enabled: Ad-free browsing, advanced features, priority support all active
• ✓ Confirmation email sent: Receipt + payment details + GST invoice
• ✓ Auto-renewal scheduled: Next charge scheduled for exactly 1 month from today
• ✓ Data access restored: All your previous health records, documents, and chat history available immediately

3. Technical Issues: Support & Manual Activation

If Paid Access Doesn't Activate (Rare)

In rare cases where payment is successful but paid access, plan benefits, consultation access, or AI credits don't unlock:

What to Do

1. Try refreshing: Reload the page (F5 or Ctrl+R) or log out and log back in
2. Clear browser cache: Clear cookies/cache if refresh doesn't help
3. Try a different browser: Test in Chrome, Firefox, Safari, or Edge
4. Contact support immediately: If still not working, email payment@aimedilabs.com
   • Include: Order ID, Transaction ID, payment date, account email
   • Attach: Screenshot showing the issue

4. Support Response Times

Issue Type	Response Time	Resolution Time
Premium access not activated	Within 2 hours (business hours)	Manual activation within 24 hours
Payment not received confirmation	Within 2 hours	Resend email within 1 hour
General payment inquiry	Within 24 hours	Within 2-3 business days
Manual activation guarantee	After review	Guaranteed within 24 hours

5. Troubleshooting Guide

Issue: "I paid but paid access isn't working"

Solution:

1. Refresh your browser (Ctrl+F5 or Cmd+Shift+R)
2. Log out and log back in
3. Check your email for confirmation (may be in spam folder)
4. If still not working, contact payment@aimedilabs.com with order ID

Issue: "I received two payment confirmations"

Solution:

1. Check if you were charged twice (look at your bank statement)
2. If yes, email payment@aimedilabs.com with proof of double charge
3. We will issue a refund within 3-5 business days (see Refund Policy)

Issue: "I didn't receive a payment confirmation email"

Solution:

1. Check your spam/promotions folder
2. Check your registered email address is correct (in your account settings)
3. Contact payment@aimedilabs.com to request resend
4. Include your account email and transaction date

Issue: "Payment failed during checkout"

Solution:

1. Try again in a few minutes (temporary payment gateway issue)
2. Verify your card details are correct
3. Check your bank isn't blocking the transaction (contact your bank)
4. Try a different payment method if available
5. If problem persists, contact payment@aimedilabs.com

6. No Physical Shipping (Digital Service)

Important: AI MediLabs is a Digital Service

AI MediLabs does not ship physical goods. All services are delivered digitally via our online platform.

What You Receive

• ✓ Instant access to paid plan benefits, consultation access, or AI credits (no shipping time)
• ✓ Cloud-based health records & document storage
• ✓ 24/7 access from any device (web + mobile app)
• ✓ Automatic backups of all your data
• ✓ No physical items to receive or open

7. Auto-Renewal Reminder

Before Your Subscription Renews

We send you a reminder email 1 day before your next billing date so you have time to cancel if you want to.

Renewal details in the email:

• Next billing date
• Amount to be charged
• How to cancel before the charge
• Link to cancel if desired

If you want to cancel: Click the cancellation link in the email OR log in and cancel manually (see Cancellation Policy).

8. Contact Us for Activation Issues

Payment & Activation Support:

📧 payment@aimedilabs.com
📧 general@aimedilabs.com
📍 NO-35/36, BIZHIVE, Station Border Road, Kodambakkam, Chennai – 600024, Tamil Nadu, India
⏱️ Response Time: Within 2 hours (business hours) | 24 hours (non-business hours)
⏱️ Manual Activation Guarantee: Within 24 hours if payment verified

9. Payment Security

How Your Payment is Processed

AI MediLabs uses industry-leading payment gateways (Razorpay and PayU) to process your Health Manager plan, one-time consultation, and AI credit payments securely.

Your Card Information

• ✓ Your card details are encrypted and tokenized
• ✓ AI MediLabs never stores raw card numbers
• ✓ All payments use TLS/HTTPS encryption
• ✓ PCI DSS Level 1 compliance for security
• ✗ We do NOT have access to your full card number

10. Invoice & Tax Receipt

GST Invoice

A GST invoice (tax receipt) is automatically generated and emailed after each successful payment.

Invoice includes:

• ✓ Invoice number & date
• ✓ Plan or credit pack amount
• ✓ GST amount (18%)
• ✓ Total amount paid
• ✓ Business details (NALAMOS AIMEDILABS PRIVATE LIMITED, AI MediLabs)
• ✓ Your account details

Download invoices: Log in and go to Billing → View Invoices. All your past invoices are available for download.