Refunds may be considered in the following circumstances:

2.1 New Subscriptions

• 30-Day Money-Back Guarantee: New customers are eligible for a full refund within 30 days of their initial subscription purchase
• Unused Service Period: Refunds are calculated based on the unused portion of the subscription period
• Technical Issues: If you experience significant technical problems that prevent you from using the service effectively

2.2 Service Interruptions

• Extended service outages lasting more than 24 hours
• Data loss due to system failures on our part
• Security breaches affecting your account

2.3 Billing Errors

• Duplicate charges
• Incorrect billing amounts
• Charges for services not received

The following items are generally not eligible for refunds:

• Subscriptions that have been active for more than 30 days
• Custom development or integration services
• Training sessions or consulting services
• Third-party integrations or add-ons
• Data migration services
• Refunds requested due to change of mind after the 30-day period
• Accounts terminated for violation of terms of service

To request a refund, please follow these steps:

4.1 Submit Refund Request

• Contact our support team at support@vortarix.com
• Include your account information and subscription details
• Provide a detailed explanation of the reason for the refund request
• Include any relevant documentation or evidence

4. Review Process

• We will review your request within 5-7 business days
• We may request additional information or clarification
• Our team will evaluate the request against our refund policy
• You will receive a written response regarding the decision

4. Refund Processing

• Approved refunds will be processed within 10-15 business days
• Refunds will be issued to the original payment method
• Processing times may vary depending on your payment provider
• You will receive confirmation once the refund is processed

In certain circumstances, partial refunds may be issued:

• Pro-rated Refunds: For unused portions of monthly or annual subscriptions
• Service Credits: Instead of cash refunds, we may offer service credits for future use
• Downgrade Refunds: When downgrading to a lower-tier plan, the difference may be refunded
• Feature-Specific Refunds: If specific features are unavailable, partial refunds may be considered

We encourage customers to contact us directly before initiating chargebacks or payment disputes. Chargebacks can result in additional fees and may affect your ability to use our services in the future.

If you initiate a chargeback without first contacting our support team, we reserve the right to:

• Suspend or terminate your account
• Require additional verification for future transactions
• Charge fees associated with processing the chargeback

All refunds will be processed in the same currency as the original payment. Refunds will be issued to the original payment method used for the purchase.

• Credit card refunds will appear on your statement within 1-2 billing cycles
• Bank transfer refunds may take 5-10 business days
• PayPal refunds are typically processed within 24-48 hours
• Exchange rates may apply for international transactions

8.1 Business Closures

If your clinic or practice closes permanently, we may offer:

• Pro-rated refunds for unused subscription time
• Data export assistance
• Extended access for data retrieval

8.2 Regulatory Compliance

If changes in healthcare regulations require modifications to our service that significantly impact your use:

• We will provide advance notice of changes
• Alternative solutions or workarounds when possible
• Refund consideration for significant service changes