Refund Policy

1. Subscription Overview

SmartClinic subscriptions are sold and billed by Freemius, our authorized reseller and merchant of record. Freemius charges your card, appears as the merchant on your card statement, and issues your invoice and VAT receipt. All prices are displayed inclusive of applicable taxes. Where we offer it, payment by bank transfer against a tax invoice issued by SmartClinic is also available.

2. Free Trial

All new clinics receive a 14-day free trial with full access to Professional-plan features. No payment information is required to start a trial. You will not be charged unless you explicitly subscribe to a paid plan.

3. Cancellation Policy

You may cancel your subscription at any time from your clinic's subscription settings page. Upon cancellation:

• Your subscription remains active until the end of the current billing period
• You will not be charged for subsequent billing periods
• You retain access to all features until the subscription expires
• Your data is preserved for 30 days after expiration, during which you can reactivate your subscription

4. Refund Eligibility

We offer refunds under the following circumstances:

• Within 7 days of your first subscription payment if you are not satisfied with the service
• If you were charged after a cancellation that was submitted before the billing date
• If a technical error resulted in a duplicate or incorrect charge
• If the platform experienced extended downtime (more than 24 consecutive hours) during your billing period

5. Non-Refundable Situations

Refunds are not available in the following cases:

• After 7 days of an active subscription (partial-month refunds are not provided)
• If your account was suspended due to a violation of our Terms of Service
• For plan downgrades — the lower rate applies from the next billing cycle
• For unused time on annual plans after the 7-day refund window

6. How to Request a Refund

To request a refund, please contact us within the eligible window:

• Email: [email protected]
• Include your clinic name, the email associated with your account, and the reason for your refund request
• Refund requests are typically processed within 5–10 business days
• Because Freemius is the merchant of record, approved refunds are issued by Freemius to your original payment method; SmartClinic submits the request on your behalf.

7. Plan Changes

Upgrading: When you upgrade your plan, the new rate is prorated for the remainder of your current billing period. You gain immediate access to the upgraded features.

Downgrading: When you downgrade your plan, the change takes effect at the start of your next billing period. You retain access to premium features until then.

8. Payment Processing

All payments are processed securely by our payment provider or recorded against a tax invoice. For payment disputes or charge inquiries, contact our support team.

9. Changes to This Policy

We reserve the right to modify this refund policy at any time. Changes will be posted on this page with an updated "Last updated" date. Existing subscribers will be notified of material changes via email at least 14 days in advance.

10. Contact Us

If you have questions about refunds or billing, please contact us: [email protected].