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Refund & Cancellation Policy

Version 2026-09-28 · Effective 2026-09-28

1. Our promise, in short

  • Your first payment has a 14-day money-back guarantee.
  • You can cancel anytime and keep full access until your paid period ends.
  • On a quarterly or yearly plan, cancel within 30 days to receive unused whole months back.
  • We always refund WAdoc billing mistakes in full.
  • Your data stays exportable for 30 days after your subscription ends.

2. 14-day money-back guarantee

An organisation’s first paid subscription qualifies for a full refund when requested within 14 days of the first payment. This covers every plan and billing interval. You do not need to give a reason.

The guarantee is available once per organisation, meaning the clinic or hospital group. Changing plans, subscribing again or opening another clinic does not restart it.

We refund the full amount charged, including taxes. WAdoc absorbs payment-processing fees. The subscription then ends, and the clinic moves to read-only access with a 30-day export window.

3. Cancelling

To cancel your plan:

  1. Open Settings.
  2. Choose Billing.
  3. Open the Customer portal.
  4. Choose Cancel plan.

Cancellation takes effect at the end of the paid period. You keep full service until then. The date appears in Settings › Billing.

Changed your mind? Resume the subscription in the same portal before that date.

For monthly plans, we do not provide partial-month refunds after the 14-day money-back window.

4. Quarterly and yearly plans — prorated refunds

Cancel within 30 days of the start of a quarterly or yearly term and we refund unused whole months. We calculate the refund from the discounted price you actually paid: price paid ÷ months in the term × unused whole months. We never claw back the discount.

For a first payment, days 1–14 are covered in full by the money-back guarantee. This section applies from day 15 through day 30. It also applies to the first 30 days of every later quarterly or yearly term.

After 30 days, service continues through the paid term and does not renew. There is no refund, except for billing errors or rights you have under mandatory law.

Example: You paid P for 12 months and cancel on day 20 with 11 whole months unused: you receive P × 11 ÷ 12.

5. Plan changes

  • Upgrade. It starts immediately. You pay only the prorated difference for the rest of the current period. We show the exact amount before you confirm.
  • Downgrade. It starts at your next renewal. Contact support to arrange it. There is no fee. Doctor profiles above the smaller plan’s limit must be archived first. Nothing is deleted automatically.
  • Billing interval. If you switch intervals, such as monthly to yearly, unused time on the old interval is credited against the new one.

6. Always refunded in full

We refund or credit duplicate charges, charges after a confirmed cancellation, wrong amounts and any charge caused by a WAdoc billing error. You choose refund or credit. Report the issue within the period allowed by the payment network.

7. Service disruption credit

Solo and Clinic plans do not have a formal uptime SLA. Enterprise commitments are set in the signed Order Form.

If a WAdoc-caused outage makes the Service unavailable for more than 24 consecutive hours, you may request a credit for the affected days on your next invoice. Credits are not paid in cash unless you cancel. If you cancel, we refund any outstanding credit.

This credit does not cover outages caused by Meta or WhatsApp, other third parties, your own systems or internet access, scheduled maintenance announced in advance, or force majeure.

8. Failed payments and grace

You have seven days of full service after a failed renewal while you fix your card. If you cancel instead, we do not charge you for those grace days.

After the grace period, the clinic becomes read-only. You can view and export data and fix billing, but cannot make changes. The WhatsApp channel is paused. Nothing is deleted. Full access returns automatically as soon as payment succeeds.

9. What is not refundable

  • Monthly periods already started after the 14-day money-back window.
  • Quarterly or yearly terms after their first 30 days, except for billing errors or mandatory legal rights.
  • For accounts terminated for a serious breach of the Terms, including fraud, spam or unlawful use, unused prepaid time is still refunded unless the law allows WAdoc to withhold it.

10. How to request a refund

Email billing@wadoc.online or open Support › New ticket and choose “Billing”. Include the clinic name, billing email and invoice number from Customer portal › Invoices. Your reason is optional.

We reply within two business days and give a decision within five business days. Approved refunds go to the original payment method. Banks usually show them within 5–10 business days.

Refunds are issued in the currency of the original payment, the one charged at checkout. Exchange-rate differences and bank fees are outside WAdoc’s control.

Only the billing owner or a clinic owner may request a refund. We verify the request through the account and never ask for card numbers. WAdoc billing staff issue refunds manually through Stripe.

11. Disputes and chargebacks

Please contact us first. Most issues are solved within a day. A chargeback may pause the subscription while it is reviewed. We never delete data because of a chargeback. Filing one does not waive any statutory right.

12. Enterprise customers

The signed Order Form’s refund, credit and termination terms take precedence over this policy.

14. Changes

Version 2026-09-28 is effective from 2026-09-28. Changes never apply to payments already made. We give at least 30 days’ notice before a less favourable change takes effect.