Refund & Cancellation Policy
How cancellations, refunds and billing disputes are handled on your MediCore subscription. This policy forms part of our Terms & Conditions.
1. What This Covers
This policy covers subscription fees paid to MediCore for the hospital management platform. It does not cover amounts a hospital charges its own patients — those are governed by that hospital's own billing and refund policies, not by ours.
2. Free Trials
A trial workspace runs for 14 days and is never charged, so there is nothing to refund. You are charged only when you actively choose a paid plan and complete payment.
3. Fees Are Billed in Advance
Subscription fees are billed in advance for the billing period shown on your invoice, and are non-refundable once that period has begun, except where the law requires otherwise or where this policy expressly says so. This is the same term printed on every invoice we issue.
4. Cancelling a Subscription
You may cancel at any time. Cancelling stops the next renewal; it does not shorten the period you have already paid for. Your workspace stays fully available to the end of that period, which gives you time to export whatever you need. We do not pro-rate or refund the unused part of a period that has already started.
5. Duplicate, Failed and Incorrect Charges
If you are charged twice for the same period, charged after cancelling, or charged an amount that does not match the plan and billing cycle you selected, tell us and we will refund the difference in full. If money leaves your account but your workspace was not activated or renewed, that is a failed transaction: raise it with us and we will either complete the activation or refund the amount — whichever you prefer.
6. Service Failure
If a fault on our side makes the platform substantially unusable for a sustained period inside a billing period you have paid for, and we cannot restore it within a reasonable time of your reporting it, we will credit or refund a proportionate part of that period's fee. Maintenance we notified in advance, and outages caused by your own connectivity or equipment, are not covered.
7. How to Request a Refund
Write to us using the contact details on our website, quoting the invoice number and the reason. We aim to acknowledge a refund request within 3 working days and to decide it within 7 working days. An approved refund is returned to the original payment method — we cannot pay a refund into a different account. Once we release it, the money typically reaches you within 5 to 10 working days, though the exact date depends on your bank, card issuer or payment provider.
8. Tax on Refunds
Where GST was charged on the original invoice, an approved refund is issued together with a credit note reflecting the tax adjustment, so that your books and ours agree.
9. Disputed Charges and Chargebacks
Please raise a billing problem with us before asking your bank or card issuer to reverse a charge. A chargeback raised without contacting us first can result in the workspace being suspended while the payment provider runs its process — an outcome we would rather avoid for something we can usually put right directly.
10. Escalation
If you are not satisfied with how a refund request has been handled, you can escalate it to our Grievance Officer, whose details are published on our Privacy Policy page.