Refund Policy

1. Overview

CliniVoice AI Ltd (“we”, “us”) is committed to fair pricing and transparent refund practices. This Refund Policy applies to all paid subscriptions and purchases made through CliniVoice AI.

This policy is designed to comply with the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. 14-Day Cooling-Off Period

2.1. If you are a consumer (an individual purchasing for personal or professional use, not on behalf of a business), you have the right to cancel your subscription within 14 days of your initial purchase, without giving any reason.

2.2. The 14-day cooling-off period begins on the day after you purchase your subscription.

2.3. To exercise your right to cancel, you must inform us of your decision by a clear statement. You can do this by:

• Emailing billing@clinivoice.com with subject line “Cancellation Request”
• Using the cancellation feature within your account settings

2.4. If you cancel within the 14-day cooling-off period, we will refund the full subscription fee. If you have used the Service during this period, we may deduct a proportionate amount for the service provided up to the point of cancellation, as permitted under the Consumer Contracts Regulations 2013.

2.5. If you expressly requested that the Service begin during the cooling-off period and you subsequently cancel, you acknowledge that you may lose your right to a full refund in proportion to the service already provided.

3. Cancellation After the Cooling-Off Period

3.1. You may cancel your subscription at any time after the 14-day cooling-off period. Your subscription will remain active until the end of your current billing period.

3.2. After cancellation, you will retain access to all paid features until the end of the billing period you have already paid for. No further charges will be made.

3.3. Cancellations after the cooling-off period are not eligible for a refund of the current billing period, except in the circumstances described in Section 4 (Pro-Rata Refunds).

4. Pro-Rata Refunds

We may issue a pro-rata refund (calculated based on the unused portion of your subscription period) at our discretion in the following circumstances:

• Service outage: If the Service is materially unavailable for more than 72 consecutive hours due to issues within our control.
• Material change: If we make a material change to the Service that significantly reduces its functionality and you cancel within 30 days of the change taking effect.
• Billing error: If you were charged incorrectly (e.g. duplicate charge, wrong plan amount).
• Annual plan early termination: If you are on an annual plan and need to cancel due to a genuine change in circumstances (e.g. leaving the healthcare profession, Organisation closure), we will consider a pro-rata refund on a case-by-case basis.

5. Non-Refundable Items

The following are not eligible for a refund:

• Subscription periods that have already fully elapsed
• Accounts terminated due to violation of our Terms of Service or Acceptable Use Policy
• One-time setup fees or implementation charges (if applicable)
• Usage-based charges that have already been consumed (e.g. pay-per-use transcription minutes)

6. How to Request a Refund

To request a refund, please contact our billing team:

• Email: billing@clinivoice.com
• Subject line: “Refund Request — [Your Account Email]”

Please include:

• Your account email address
• The date of the charge
• The reason for your refund request
• Any supporting evidence (e.g. screenshots of errors, outage reports)

We aim to acknowledge all refund requests within 2 business days and resolve them within 10 business days.

7. Refund Processing

7.1. Approved refunds will be returned to the original payment method used for the purchase.

7.2. Refunds are typically processed within 5-10 business days of approval. Your bank or payment provider may take additional time to credit the funds to your account.

7.3. Refunds are issued in GBP. If your original payment was in another currency, the refund amount may differ slightly from the original charge due to exchange rate fluctuations. We are not responsible for any difference caused by currency conversion.

8. Disputes

8.1. If you are not satisfied with the outcome of your refund request, you may escalate by emailing complaints@clinivoice.com. A senior member of our team will review your case.

8.2. If you remain unsatisfied after our internal review, you may seek resolution through:

• An approved Alternative Dispute Resolution (ADR) provider
• The courts of England and Wales

8.3. EU/UK consumers may also use the Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

9. Your Statutory Rights

9.1. Nothing in this Refund Policy affects your statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

9.2. Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose, and as described. If the Service does not meet these standards, you may be entitled to a repair, replacement, or refund.

9.3. For more information about your consumer rights, visit Citizens Advice or contact the Citizens Advice consumer helpline on 0808 223 1133.