Refund Policy

Subscription Payments

Unless required by applicable law, expressly agreed in writing, or caused by an erroneous or unauthorized charge, subscription payments are generally non-refundable. Unused periods, early cancellation, service downgrades and account deactivation do not by themselves qualify for a prorated refund.

Cancellation takes effect according to the applicable subscription agreement. A request for a discretionary refund does not itself cancel a subscription or change an agreed payment obligation.

Hardware Orders, Cancellations and Returns

Except where required by law, where the Company cannot fulfil its delivery obligations, or where the Company agrees otherwise in writing, Hardware orders cannot be cancelled or returned for a refund because of a change of mind, duplicate purchase, or the Customer choosing an unsuitable product despite accurate disclosure of its requirements.

If the Company cannot supply an item within a reasonable period or an agreed binding deadline, the Customer may cancel that undelivered item and receive a refund of the amount paid for it, including shipping paid solely for that item. Other legally required remedies remain available.

Inspect deliveries promptly and report missing items, incorrect goods or visible transit damage preferably within seven (7) calendar days of receipt. A delayed report does not by itself waive rights concerning latent defects or rights that cannot lawfully be waived. See Hardware Sales and Limited Warranty for the full delivery, return and liability terms.

Hardware Warranty Replacements

All Hardware sold by the Company carries a three (3) month commercial warranty from receipt. During that period, faults not caused by user damage are eligible for one-for-one replacement, with warranty replacement shipping included, subject to the warranty exclusions and claims procedure in the Terms of Service. Contact the Company before sending the unit so that diagnosis and the necessary return and replacement shipping can be arranged.

The Company may request proof of purchase, a fault description, reasonable diagnostic cooperation and return for inspection before confirming eligibility. If a suitable replacement cannot be supplied within a reasonable time, the Company will offer a refund of the amount paid for the affected Hardware, without restricting other legally required remedies.

A replacement carries the original commercial warranty's remaining period unless otherwise agreed or required by law. Subscription expiry or cancellation does not by itself invalidate an unexpired Hardware warranty. Buying Hardware does not include a lifetime subscription, and subscription cancellation does not by itself create a right to return otherwise conforming Hardware.

Mandatory and Contractually Required Refunds

A refund required by law or expressly required by an accepted order, quotation or the Terms of Service is not a discretionary exception. It will not be made conditional on discretionary approval, forfeiture of non-excludable rights, or administrative or payment-processing deductions prohibited by law or inconsistent with that refund obligation.

Nothing in this policy removes a statutory right to reject defective or misdescribed goods, obtain a refund or pursue another remedy where that right applies. The Hardware warranty and the general no-refund principle do not replace such rights.

Discretionary Review

Outside mandatory or contractually required refunds, the Company may review exceptional requests case by case and may decline a request where no refund entitlement exists. The Customer should explain the circumstances and provide reasonable supporting records.

If a voluntary refund is offered, reasonable, actually incurred and unrecoverable administrative or payment-processing costs may be deducted only where lawful and where the basis, amount and net refund have been disclosed and accepted before processing. This does not apply to a refund the Company is legally or contractually obliged to make.

Subscription Misuse and Breach

Subject to applicable law and any express written refund entitlement, subscription fees already paid are not refunded where an account is suspended or terminated for material breach of the Terms of Service, illegal use, malware distribution, infringement, attacks on the system or other malicious or abusive conduct.

This rule concerns subscription payments. It does not automatically cancel an unexpired Hardware warranty or a mandatory Hardware refund right.

Contact Us

For a refund or warranty request, contact the original ordering channel or the support email below. Include an order reference or other reasonable proof of purchase and a description of the issue. Do not send identity-card images, patient records or full payment-card details unless necessary and requested through an agreed secure process.

• Email: supp@helloclinic.io

Interpretation and Policy Changes

This policy is subject to applicable law and the document priority in the Terms of Service. The Hardware section prevails over conflicting general no-refund wording, subject to the applicable signed agreement and mandatory law.

Changes apply prospectively under the applicable acceptance and notice arrangements. Updating this page does not retrospectively reduce an existing order's agreed warranty, included shipping or other product commitments without the Customer's agreement.