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Refund and Returns Policy

REFUND POLICY

MEDIC INFORM GROUP LLC (EDRPOU 43725974)

Platform: https://app.ai-patients.com/  |  Email: [email protected]

Effective Date: 12.06.2026

1. GENERAL PROVISIONS

This Refund Policy governs the terms and procedure for refunds on subscriptions to the AI-driven Patients platform, owned by MEDIC INFORM GROUP LLC.

Services are delivered as access to an AI-powered medical simulation web platform. Given the digital nature of the services, refunds are processed under the conditions set out below.

2. ELIGIBLE REFUND CASES
2.1. Technical Inaccessibility of the Platform

A full refund is issued if:

  • The Platform was inaccessible for more than 72 consecutive hours due to the Provider’s fault, and the Customer was unable to use the services.
  • A technical error on the Platform’s side prevented access activation after a successful payment.

To receive a refund, the Customer must provide evidence of access attempts (screenshots, error messages) and contact [email protected] within 72 hours of the issue arising.

2.2. Erroneous Double Charge

If a technical error results in a double charge for the same billing period, the duplicate amount is refunded in full.

The Customer must contact support within 14 calendar days of the charge date, providing transaction confirmation.

2.3. Subscription Cancelled Before New Billing Period

If the Customer cancelled their subscription before the next scheduled auto-billing date (2DS payment) but the charge was processed in error — a full refund is issued.

Claim period: within 5 business days of the charge date.

2.4. First Payment — 14-Day Guarantee

For new Customers subscribing to AI-driven Patients for the first time: if within the first 14 calendar days after the first payment the Customer was unable to access the Platform due to technical issues on the Provider’s side — a full refund is issued.

3. NON-REFUNDABLE CASES

Refunds are NOT issued in the following cases:

  • The Customer gained access to the Platform and used it (completed scenarios, created scenarios, viewed results).
  • The Customer did not use the Platform due to their own decision or forgot about the subscription.
  • The Customer did not cancel the subscription before the next billing period.
  • The services do not meet the Customer’s subjective expectations regarding scenario content or difficulty.
  • Issues caused by the Customer’s device or internet connection.
  • More than 14 calendar days have passed since the charge date (except for double charge cases).

4. REFUND REQUEST PROCEDURE

To request a refund, the Customer must:

  1. Send a request to: [email protected]
  2. Use the subject line: “Refund Request — [your email address]”.
  3. Include in the message: charge date and amount, description of the issue, screenshots or other supporting evidence.
  4. Await a response from support within 3 (three) business days.

Once the request is confirmed as valid, funds are returned to the original payment account within 5–10 business days (depending on the card-issuing bank).

5. REFUND TIMEFRAMES
  • Request review: up to 3 business days.
  • Decision and Customer notification: up to 5 business days.
  • Actual credit to card: 5–10 business days after the decision (timing depends on the issuing bank).

6. SUBSCRIPTION CANCELLATION VS. REFUND

Subscription cancellation and refunds are two separate procedures:

  • Cancelling a subscription stops future 2DS charges. Access remains active until the end of the paid period. No refund is issued for the current period.
  • A refund is a separate process governed by Sections 2–4 of this Policy.

To cancel your subscription: “My Account” → “Subscriptions” → “Cancel Subscription”, or send a request to [email protected].

7. CONTACT INFORMATION

For refund inquiries:

Email: [email protected]

Platform: https://app.ai-patients.com/

Support hours: 8:00 AM – 8:00 PM CET/CEST

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