Refund Policy
Last updated: June 2026
This Refund Policy (“Policy”) sets out the circumstances under which Toctive Ltd. (“MediSync”) will issue refunds for subscription fees paid for the MediSync platform. This Policy forms part of and should be read together with our Terms of Service. By purchasing a MediSync subscription, you agree to this Policy. We are committed to being fair and transparent about how refunds work.
Subscription fees
MediSync subscription plans are billed in advance on either a monthly or annual basis, depending on the plan you select at checkout. All fees are quoted exclusive of applicable taxes (such as VAT), which will be added where required by law. Fees paid for the current billing period are generally non-refundable unless an exception applies under this Policy or refund is required under applicable consumer protection legislation. Partial-period refunds are not issued when you downgrade your plan mid-cycle; the lower price takes effect from the next billing date. Add-on features, usage-based charges, and professional services fees are non-refundable.
Free trial
Where MediSync offers a free trial period, you will have full access to the selected plan features for the duration of the trial without being charged. Your payment method is collected at the start of the trial but will not be charged until the trial period expires. You may cancel at any time before the trial ends to avoid being billed; if you cancel during the trial, no charge will be made. If you forget to cancel before the trial ends, we will charge your payment method for the first billing period on the day the trial expires. In this case, you may request a refund within 7 days of the first charge if you have not used the Service materially during the trial or initial billing period.
Cancellation
You may cancel your MediSync subscription at any time from the Billing section of your account settings. Cancellation takes effect at the end of the current billing period — your account remains fully active and you retain access to all features until that date. No further charges will be made after cancellation. Cancelling your subscription does not delete your account or your data; your data is retained for 90 days after the subscription end date so you can export it. After 90 days, your data will be permanently deleted from our systems unless you have reactivated your subscription. MediSync does not charge cancellation fees.
Eligible refunds
We will issue a refund in the following circumstances: (a) Annual plans — we will refund the most recent annual payment in full if you request a refund within 14 days of that payment date and have not substantially used the Service during the relevant billing period. ‘Substantial use’ means logging in and using the platform to manage clients, appointments, or billing on more than 3 separate days. (b) Service unavailability — if the Service experiences verified downtime exceeding 99.0% of a monthly billing period (i.e. more than 7.2 hours of unplanned downtime in a calendar month), affected customers on annual plans may request a pro-rated credit for the affected month upon application within 30 days. (c) Duplicate charges — if you are charged more than once for the same billing period due to a system error, we will refund the duplicate charge immediately upon verification. Monthly subscriptions, add-ons, setup fees, and charges for consumed API credits are not eligible for refunds.
How to request a refund
To request a refund, email [email protected] from the email address associated with your MediSync account. Your request must include: (a) your organisation name and registered email address; (b) the invoice number or date of the charge you are disputing; (c) the reason for your refund request. We may ask for additional information to verify your request, including usage data. We aim to acknowledge all refund requests within 2 business days and to make a determination within 7 business days. Submitting a refund request does not guarantee that a refund will be issued; all requests are reviewed against the eligibility criteria in this Policy.
Processing time
Approved refunds are issued to the original payment method used at the time of purchase. Refunds to credit or debit cards typically appear on your statement within 5–10 business days, depending on your card issuer. Refunds to bank accounts via direct debit may take up to 10 business days. We will send you an email confirmation when a refund has been initiated. If you do not see the refund after 10 business days, please first check with your bank before contacting us. Note that the refund processing time is governed by your card issuer or bank and is outside our control.
Contact
For questions about this Policy or to check the status of an existing refund request, please email [email protected]. For general billing enquiries, you may also raise a support ticket from within your MediSync account. We are committed to resolving all billing issues fairly and promptly.
Exceptions and consumer rights
Nothing in this Policy limits rights you may have under applicable consumer protection laws. If you are a consumer (rather than a business customer) in the United Kingdom or European Union, you may have statutory rights to cancel a contract within 14 days of purchase under the Consumer Contracts Regulations 2013 (UK) or Directive 2011/83/EU (EU). However, because the Service is immediately accessible after purchase and you are asked to expressly acknowledge this, the statutory cancellation right may not apply if you have already begun using the Service. We will always aim to handle refund requests fairly and in the spirit of good customer service. If you believe you have been wrongly denied a refund, you have the right to escalate your dispute to your card issuer for a chargeback, or to seek resolution through applicable consumer dispute resolution mechanisms.