Refund policy

1. Setup fees: refund by completed stage

Pilot setup is £950 (£475 + £475); Pro setup is £1,500 (£750 + £750). Amounts exclude VAT where applicable.

• Before work starts: all setup fees paid are refunded if you cancel.
• Before the configuration stage is delivered and accepted: the initial 50% remains refundable. We do not charge an incomplete or unaccepted stage.
• After the configuration stage is delivered and accepted: that 50% is normally retained for the completed custom work. No launch-stage payment is due if that stage has not been completed and accepted.
• After launch-stage completion and acceptance: the remaining 50% is payable and completed setup is normally non-refundable if you simply change your mind.

Acceptance means your written confirmation that the agreed stage criteria have been met. The proposal defines those criteria before work starts. Seven days without feedback is a review deadline, not automatic acceptance or go-live. Defective work and our inability to deliver remain subject to section 4 below.

2. The 14-Day Practice Guarantee

If you are not satisfied, email us within 14 calendar days of go-live and we refund all subscription fees paid for your initial term. This covers the first monthly payment or the full annual subscription, depending on your plan.

For this guarantee, the go-live date is day 1 and you may cancel until 23:59 UK time on day 14. Go-live requires both written launch approval and actual activation for your practice’s calls. We confirm that date and your guarantee deadline in writing.

• The guarantee is available once per practice to first-time paid customers.
• Completed and accepted custom setup is excluded, unless a delivery-failure remedy applies.
• Only separately agreed extra usage, such as minutes above your allowance, SMS or transfer charges already incurred, remains payable. Included minutes are not charged again or retrospectively reclassified as paid usage.
• Cancellation under this guarantee takes effect when we receive your request. We do not add a 30-day notice charge.
• We do not deduct our payment-processing fees from this guaranteed subscription refund.

This is a subscription refund promise, not a free trial or a promise to refund all setup and carrier costs. It is additional to any mandatory rights you may have.

3. Cancellation after the guarantee

Monthly plans

You can cancel by giving 30 calendar days’ written notice. The service and subscription charges end on that termination date, or a later date you request. Any amount prepaid for days after termination is refunded pro rata, using the actual price and number of days in the relevant monthly billing period.

Annual plans

A discounted annual subscription is a 12-month commitment paid at go-live. After the guarantee, we do not normally refund unused months when you cancel for your own convenience. You can use the service until the paid term ends, unless you ask for earlier deactivation. Annual renewal requires your explicit agreement; it is not automatic.

Refunds are still available under the guarantee, for our delivery failure as set out below, or where required by law. Any other agreed early-exit concession is recorded in writing.

How eligible pro-rata refunds are calculated

For annual plans, we divide the subscription actually paid by the number of calendar days in that contracted year (365 or 366), then multiply by the eligible refundable days. For example, on a £3,950 annual term of 365 days, 100 refundable days would be £1,082.19 before any relevant VAT adjustment. We do not recalculate your used period at the higher monthly list price.

4. If we cannot deliver

Before go-live

If we cannot deliver the agreed core service and you terminate for that reason, we refund all setup and subscription fees paid for that project, including any accepted setup stage. A client-requested scope change or delay in providing required access does not by itself mean we have failed to deliver; we agree a revised scope or timetable with you.

After go-live

Tell us in writing about a material failure to provide the agreed service. If we cannot remedy it within five business days after receiving the notice, you may terminate and receive a pro-rata refund for the affected period in which the agreed service was materially unavailable and for the unused prepaid period after termination. No day is refunded twice.

For this policy, business days are Monday to Friday, excluding bank holidays in England and Wales. The remedy period does not prevent you from using the 14-day guarantee if eligible.

If defective setup caused the failure, we also review and refund the fees attributable to the defective, unremedied setup work. Completed setup is not automatically excluded from a delivery-failure claim. We do not deduct merchant or administration fees from refunds arising from our failure.

5. How to request a refund

Email aleo@clinicvoice.co.uk with your practice name, invoice or order reference if available, and whether you are cancelling under the guarantee, giving monthly notice or reporting a delivery failure. Please do not include patient information.

We acknowledge your request, explain the calculation and initiate any refund due within 14 calendar days of receiving a valid request. A missing invoice reference does not invalidate an otherwise identifiable cancellation notice, and our response time does not shorten your guarantee.

Refunds are made through the original payment method wherever possible, in the original payment currency. If that method cannot receive a refund, we securely agree an alternative with the original payer. We refund applicable VAT with the corresponding credit documentation.

We do not deduct our ordinary card-processing or administration fees from refunds due under this policy. Your own bank or payment provider may apply independent currency-conversion rates or charges outside our control. A refund reaching your account may take additional time after we initiate it.

No treatment revenue, patient volume or booking result is guaranteed. This policy does not limit remedies that cannot lawfully be excluded. Read it together with the Terms of service and your agreed proposal.