Refund Policy

This Refund & Cancellation Policy governs the financial terms and refund conditions for services, subscription plans, and transaction fees offered by eMed Care LK("we", "our", or "us"). By subscribing to or utilizing our software platform, healthcare management services, or booking features, you agree to the terms outlined below.

1. General Principles

eMed Care LK operates primarily as a Software-as-a-Service (SaaS) healthcare platform providing clinical and administrative management tools to healthcare providers, clinic practices, and patients. Because software access and infrastructure allocations begin immediately upon service activation, payments are generally non-refundable except where explicitly stated in this policy or mandated by applicable law.

2. Saas Subscription Refunds (Healthcare Providers)

Monthly Subscriptions

Monthly subscription fees are billed at the start of each cycle and are non-refundable. When you cancel, your auto-renewal stops immediately, but you will not receive a partial refund for the remaining days of your current month.

Annual Subscriptions

For annual plan cancellations made mid-year, a refund will be issued for any full remaining months starting after the month you cancel. Because annual plans include a discount, the months you have already used will be recalculated at standard monthly rates, and that difference will be deducted from your final refund.

3. Service Outages

In the event of an extended, unannounced platform outage that prevents healthcare providers from conducting core clinical operations, eMed Care LK may offer subscription credit adjustments evaluated on a case-by-case basis under our SLA commitments.

4. Registration & Onboarding Fees

One-time registration, clinic setup, or account onboarding fees paid by healthcare providers are non-refundable once account activation or system configuration has commenced, as these fees cover immediate technical and administrative setup costs incurred by eMed Care LK.

5. Refund Eligibility Criteria

To be considered for a discretionary refund or service adjustment, requests must meet all of the following requirements:

• The refund claim is submitted within 30 days of the original transaction date.
• The payment was successfully processed and verified in our accounting records.
• The issue was reported via official support channels with relevant transaction IDs or receipts.
• The account holder or patient has not violated eMed Care LK's Terms of Service.

Non-Refundable Circumstances

Refunds will not be granted for: (a) Registration or setup fees after activation, (b) Partial month usage after explicit cancellation, (c) Customized software development or bespoke integrations already delivered, (d) Failure to utilize activated account features due to user error.

6. Refund Processing & Timelines

Once a refund request is approved by our billing team, funds will be returned via direct bank transfer or applied to your platform balance:

• Bank Transfers: Processed within 14 business days directly to the healthcare provider's verified bank account following verification.
• Platform Account Credits: Applied immediately to the healthcare provider's eMed Care LK billing balance for future billing cycles.

7. How To Request A Refund

To initiate a refund request or dispute a charge, please follow the formal procedure:

• Contact our support team via email at [email protected] or by calling 0707077323.
• Include your full name, registered mobile/email address, transaction ID, date of payment, and a detailed description of the reason for your refund request.
• Our finance department will review your request and issue an official written response within 3 business days.

8. Policy Modifications

eMed Care LK reserves the right to amend this Refund Policy at any time. Any changes will be published on our platform with an updated effective date. Continued use of eMed Care LK services following updates constitutes acceptance of the revised terms.

9. Official Contact Details

Registered Address: 411/2/B/1, Athurugiriya Rd, Malabe 15116, Sri Lanka
Email Address: [email protected]
Contact Telephone: 0707077323
Official Website: emedcare.lk