Refund Policy

This Refund Policy explains how cancellations, refunds, trials, plan changes, and billing issues are handled for Vela / Clinicare subscriptions.

We want billing to be clear and fair, while keeping the policy practical for a cloud software service that provides immediate account access and ongoing infrastructure.

If Vela offers a free trial, the trial terms shown during signup or checkout apply. A clinic can cancel before the trial ends to avoid the first subscription charge.

For a first paid subscription period, clinics may request a refund within 7 days of the first charge if the workspace has not been used for live clinic operations, messaging, or significant data storage.

Renewal payments are generally non-refundable once a billing period begins. This applies to monthly and annual plans unless required by law or unless we approve an exception.

Canceling a subscription stops future renewals. It does not automatically refund the current billing period, and access may continue until the end of the paid period unless the account is terminated for abuse or legal risk.

Annual plans are discounted in exchange for a longer commitment and are generally non-refundable after the first 7 days of the initial annual charge.

If a clinic upgrades, downgrades, or changes plans, billing adjustments may be prorated, credited, or applied at renewal depending on the checkout flow and billing provider configuration.

One-time setup services, migration work, custom configuration, messaging usage, payment processing fees, carrier fees, and third-party provider charges are not refundable unless we expressly state otherwise.

If a third-party messaging or payment provider rejects, delays, or charges for a transaction, that provider's rules may also apply.

If a serious service issue prevents normal use of paid core features, contact support with details. We may provide a fix, workaround, account credit, partial refund, or other remedy at our discretion.

Refunds are not normally provided for issues caused by clinic configuration, unsupported browsers, local network problems, third-party account restrictions, unavailable messaging recipients, or failure to cancel before renewal.

If you believe a charge is duplicate, mistaken, fraudulent, or applied to the wrong account, contact support as soon as possible with the account email, clinic name, charge date, amount, and any payment receipt.

Verified duplicate or mistaken charges will be refunded or credited using the original payment method where possible.

Refund requests must be sent to support@clinicare-vela.space from an account owner or authorized billing contact.

Include the clinic name, account email, payment date, amount, reason for the request, and any supporting information. We may ask for additional verification before processing the request.

Approved refunds are usually submitted to the payment processor within 10 business days. Banks and card providers may take additional time to post the refund.

Refunds are normally returned to the original payment method. If that is not possible, we may offer an account credit or another legally permitted method.

We may update this Refund Policy as our pricing, plan structure, payment providers, or product changes.

The policy in effect at the time of the relevant charge will usually apply unless the updated policy is more favorable to the customer or applicable law requires otherwise.