Trials, billing, cancellations and refunds, explained simply.
This policy explains how free trials, monthly and annual Subscriptions, cancellations, downgrades, and refunds work for Clinexaa. We aim for this policy to be fair and transparent, consistent with standard SaaS practice — Clinics keep control over their commitment level, and data remains accessible for export after cancellation.
Clinexaa offers flexible Subscription plans, including the option to own a plan outright or pay over time, alongside a free trial for new Clinics. This policy applies to all paid Subscriptions and supersedes any verbal or informal billing arrangement unless agreed in writing.
New Clinics may start a free trial (currently 7 days, no card required) to evaluate the Platform. No payment is collected during the trial, and the trial automatically expires at the end of the trial period unless the Clinic chooses to subscribe to a paid plan. Because no payment is taken, no refund applies to trial usage. Clinics are encouraged to export any data entered during the trial if they do not intend to continue to a paid plan, as trial data may be deleted after a grace period following expiry.
Monthly Subscriptions are billed in advance for each 30-day billing cycle and renew automatically unless cancelled before the next billing date. Cancelling a monthly Subscription stops future billing but does not retroactively refund the current billing cycle already paid for; the Clinic retains access to the Platform through the end of the period already paid.
Annual Subscriptions are billed in advance for a 12-month term, typically at a discounted rate compared to monthly billing, and renew automatically at the end of the term unless cancelled. Clinics cancelling partway through an annual term retain access through the end of the paid term; see Section 7 for refund eligibility on annual plans cancelled early.
Subscriptions can be cancelled from within the Platform's billing/subscription settings, or by contacting hello@hermitz.com or WhatsApp +971 54 438 1614. To avoid an unwanted renewal charge, cancellation should be submitted before the next billing date; cancellations take effect at the end of the current paid period unless the Clinic requests immediate termination.
Clinics may downgrade to a lower-tier plan or remove add-on modules at any time. Downgrades typically take effect at the start of the next billing cycle, to avoid disrupting features mid-cycle; no partial refund is issued for the unused portion of a higher-tier plan in the current cycle unless otherwise agreed. Some data or features associated with a higher tier (such as certain modules) may become inaccessible, though underlying data is generally retained and reactivated if the Clinic upgrades again, subject to applicable retention limits.
Monthly Subscriptions are non-refundable for the current billing cycle once charged, reflecting that service has already been provided for that period. For annual Subscriptions, Clinexaa may offer a pro-rated refund for the unused remainder of the term at its discretion, particularly within the first 30 days of an annual commitment, evaluated case-by-case based on usage and circumstances; requests should be sent to hello@hermitz.com. Refunds are not provided for partial-month usage, for Subscriptions cancelled for cause due to a Clinic's breach of the Terms, or where a Clinic has made substantial use of the Platform inconsistent with a refund request made in apparent bad faith.
The following are generally non-refundable: one-time setup or onboarding fees (where applicable); add-on modules already delivered/activated for the current billing period; and any third-party fees passed through directly (such as payment processor charges already incurred).
If a Clinic believes it has been billed in error, it should contact hello@hermitz.com within 30 days of the disputed charge with relevant details (invoice number, date, and description of the discrepancy). Clinexaa will investigate in good faith and respond within a reasonable timeframe. Clinics are encouraged to raise billing concerns directly with Clinexaa before initiating a chargeback with their bank or card provider, as chargebacks may result in immediate suspension of Platform access pending resolution.
Upon cancellation or non-renewal, the Clinic's Account remains accessible in a read-only or export-only state for a reasonable grace period (generally up to 30 days, unless otherwise agreed) to allow the Clinic to export its Clinic Data and Patient Data using the Platform's built-in export tools. After this grace period, data may be permanently deleted in accordance with the Privacy Policy and Data Processing Agreement. Clinics requiring an extended export window or assistance with a bulk data export should contact hello@hermitz.com before their Account is scheduled for closure.
Hermitz Ventures — Clinexaa
Email: hello@hermitz.com
WhatsApp / Phone: +971 54 438 1614
Location: Dubai, United Arab Emirates