Refund, Cancellation and Return Policy

This Refund, Cancellation and Return Policy ("Policy") explains when and how you may be eligible for a refund, how subscription cancellations work, and how "returns" apply to our online software-as-a-service solution.

This Policy forms part of and should be read together with our Terms of Service (in particular Sections 4 (Subscription, fees and payment) and 13 (Term and termination)) and our Privacy Policy. Capitalised terms not defined here have the meaning given to them in the Terms of Service.

By subscribing to or using our Platform, you agree to this Policy.

1. Who we are

The Platform and related Services are provided by:

Patrik Linek
Jakubovská ulica 130/22
90062 Kostolište, Slovakia
IČO: 46530126
Phone: +421 0904073676
Email: [email protected]

In this Policy, "we", "us" and "our" refer to Patrik Linek. "You" and "your" refer to the person or legal entity subscribing to or using the Platform.

2. Scope of this Policy

2.1. Digital SaaS services only

We provide access to an online, cloud-based software-as-a-service platform for veterinarians and veterinary clinics (the "Platform"). We do not sell physical products.

Because of this:

there are no physical goods to "return" or "send back"; and
this Policy focuses on refunds, credits and subscription cancellations for access to the Platform.

2.2. Business customers and consumer rights

The Platform is primarily targeted and offered to business customers (veterinary professionals and clinics), not to consumers.

If you use the Platform on behalf of a company or as a professional, you acknowledge that you are a business user, and that business-to-business (B2B) rules apply.
If, in exceptional cases, you are using the Platform as a consumer under the laws of your country, your mandatory statutory consumer rights are not excluded by this Policy. In case of conflict, mandatory consumer law will prevail.

If you are unsure whether you are considered a consumer, please contact us before subscribing.

2.3. Relationship with Terms of Service

Unless expressly stated otherwise, this Policy does not change the general rule in Section 4.4 (No refunds) of our Terms of Service that fees are non-refundable, except where required by mandatory law or explicitly provided in this Policy.

3. Free trials, demos and evaluation versions

3.1. Free trials

We may offer free trials, demo accounts or evaluation access to the Platform for a limited period.

During a free trial, you can evaluate whether the Platform meets your needs without any payment obligation (unless explicitly stated otherwise).
You may cancel your account at any time during the free trial if you do not wish to continue with a paid subscription.

3.2. Transition to paid subscription

If you choose to continue using the Platform after the free trial, or if you provide payment details and do not cancel before the end of the trial (if auto-renewal is enabled), the paid subscription starts and the standard rules in this Policy and in Section 4 of the Terms of Service apply.

3.3. No refunds for unused free trials

No refund is provided for any unused portion of a free trial, as no fees are charged for the trial itself.

4. General rule: no refunds for subscription periods already started

4.1. Fees are generally non-refundable

Unless expressly stated in this Policy or required by mandatory law:

All subscription fees, add-on fees and other charges paid for access to the Platform are non-refundable, and
We do not provide refunds or credits for partial months/periods, unused time, downgraded plans, or unused features.

This section should be read together with Section 4.4 (No refunds) of our Terms of Service.

4.2. Billing periods

Subscription fees are usually billed in advance for the applicable billing period (e.g. monthly or annually), as described in the Terms of Service or your specific offer.

If you cancel during an ongoing billing period, your access will typically continue until the end of that billing period, and you will not receive a refund for the remaining days or months.

4.3. Promotional offers

Fees paid under discounts, promotions, coupons or special offers are also non-refundable, unless otherwise explicitly stated in the terms of that promotion or required by law.

5. Exceptions where refunds or credits may be granted

Although our standard policy is that fees are non-refundable, we may, at our discretion or where required by law, provide refunds or credits in the following situations:

5.1. Duplicate or erroneous payments

If you have been charged twice for the same subscription or there has been an obvious billing error caused by us or our payment provider, we will:

correct the error, and
issue a refund or credit for the overcharged amount, as appropriate.

5.2. Unauthorized charges after account cancellation

If you have properly cancelled your subscription in accordance with our instructions (see Section 6 of this Policy and Section 13 of the Terms of Service) and:

you can demonstrate that we were correctly notified of your cancellation before the renewal date; and
your account should not have been charged again but was charged due to our error,

we will refund the incorrectly charged renewal fee.

5.3. Prolonged unavailability due to our fault

If the Platform suffers from a significant and prolonged outage or material degradation of service solely due to our fault, and this materially affects your ability to use the Platform, we may, at our discretion:

provide a pro-rata credit applied to a future billing period, or
in exceptional cases, issue a partial refund.

The amount of any credit or refund will depend on the duration and impact of the outage and will be determined reasonably by us. Outages or issues caused by third-party providers, your own systems, internet connectivity, or force majeure (see Section 9) are not eligible for refunds.

5.4. Chargebacks wrongly initiated

If you initiate a chargeback with your bank or payment provider without first contacting us to attempt to resolve the issue, we may:

suspend or terminate your access to the Platform; and
dispute the chargeback.

If the chargeback is rejected and it is determined that the charges were valid, you will be responsible for the original amount and any associated fees.

6. Cancellation of subscription

6.1. How to cancel

You may cancel your subscription by:

following the cancellation process described within the Platform or on the Website; or
contacting us at [email protected] with sufficient information for us to identify your account and subscription.

Cancellation requests must be made before the start of the new billing period to avoid being charged for that period.

6.2. Effective date of cancellation

Unless otherwise agreed:

Cancellation becomes effective at the end of the current billing period.
You will continue to have access to the Platform until that date, and no further fees will be charged for subsequent periods.

6.3. No refunds for early cancellation

If you cancel in the middle of a billing period:

you will not receive a refund for the remaining unused portion of that period; and
you remain responsible for any outstanding fees and charges accrued up to the effective cancellation date.

This Section 6 should be read in conjunction with Section 13 (Term and termination) of the Terms of Service.

6.4. After cancellation: data access and retention

After your subscription ends:

Your access to the Platform may be suspended or limited.
We may retain Customer Data for a limited period for backup, legal or technical reasons, as described in our Terms of Service and Privacy Policy.
If available, you should export any data you wish to keep before the cancellation becomes effective.

You are responsible for requesting any data export or backup in good time before your account is closed, subject to applicable law and any DPA between you and us.

7. Plan changes: upgrades and downgrades

7.1. Upgrades

If you upgrade your subscription (for example, by adding users, clinics or features):

the upgraded plan may take effect immediately or from the next billing period, depending on how the plan is structured;
you may be charged a pro-rated fee for the remainder of the current period or the full fee for the next period, as applicable.

7.2. Downgrades

If you downgrade your subscription:

the downgrade may take effect at the start of the next billing period;
there is generally no refund for any difference in fees for the current period;
some advanced features or data associated with those features may no longer be available after the downgrade.

We recommend you review the impact of any downgrade on your data and workflows before confirming the change.

8. Currency, taxes and third-party fees

8.1. Currency

Subscription fees and other charges are typically billed in the currency specified on the Website or in our offer/invoice. Any conversion fees or exchange rate differences charged by your bank or payment provider are your responsibility and are not refundable by us.

8.2. Taxes and VAT

Unless explicitly stated otherwise, all prices are exclusive of VAT and other applicable taxes.

We may add VAT or other indirect taxes as required by applicable law.
Any refunds (where applicable) will be calculated net of taxes, except where law requires tax to be refunded as well.

8.3. Bank and payment provider fees

We are not responsible for any fees charged by your bank, card issuer or payment provider (for example, international transaction fees, chargeback fees or other administrative fees).

9. Force majeure and circumstances beyond our control

We do not provide refunds or compensation for service interruptions, unavailability or failures caused by circumstances beyond our reasonable control, including but not limited to:

failures of internet or telecommunications infrastructure;
power outages;
failures of third-party hosting providers or cloud services;
natural disasters, wars, terrorism, civil unrest;
strikes or labour disputes;
changes in law or governmental orders.

In such cases, we will use reasonable efforts to restore the service, but we are not liable for any related losses or required to issue refunds beyond what is required by mandatory law.

10. Special provisions for consumers (if applicable)

Although the Platform is designed for business use, if you are a consumer under the laws of your country of residence, you may have additional statutory rights (such as withdrawal or "cooling-off" rights) which may apply to digital services.

This Policy does not limit any mandatory consumer rights you may have.
Where consumer law grants you a right to a refund or cancellation beyond what is stated here, such law shall prevail in case of conflict.

If you believe you are acting as a consumer and wish to exercise such rights, please contact us at [email protected] and specify:

that you are acting as a consumer;
your country of residence;
the basis of your request (e.g. right of withdrawal, local consumer law).

11. How to request a refund or credit

If you believe you are entitled to a refund or credit under this Policy, or you wish to submit a billing-related complaint or claim under the Terms of Service (see Section 4.5), please contact us at:

Email: [email protected]

and include at least:

your full name;
the name of your veterinary practice or company (if applicable);
the email address used for your account;
a description of the issue;
relevant dates (charging date, cancellation date, etc.);
supporting documents (e.g. invoice, proof of double charge).

We will review your request in good faith and respond within a reasonable time. Where a refund is approved, we will process it using the original payment method whenever technically possible.

12. Changes to this Policy

We may update this Policy from time to time, for example to reflect changes in our services, billing practices or applicable law.

The most current version will always be available on our Website and will indicate the date of the latest update.
If we make material changes that significantly affect your rights or obligations, we will attempt to notify you in advance (for example by email or through the Platform interface).

By continuing to use the Platform after the updated Policy becomes effective, you agree to be bound by the updated version. If you do not agree with the updated Policy, you must stop using the Platform and cancel your subscription in accordance with Section 6 of this Policy and Section 13 of the Terms of Service.