Refund Policy Overview

At Aafia Health Technology W.L.L., we want you to be completely satisfied with your Aafia EMR subscription. This Refund Policy outlines the conditions under which refunds may be granted and the process for requesting one. We encourage you to use our free 14-day trial to evaluate the platform before committing to a paid subscription.

Free Trial Period

All new accounts receive a free 30-day trial with full access to Aafia EMR — no credit card required. The trial period is designed to give you sufficient time to evaluate whether the platform meets your clinic's needs. We strongly encourage you to explore all features during this period before upgrading to a paid plan.

Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

• A refund is requested within 14 days of the initial paid subscription charge (30-day money-back guarantee for new subscribers).
• A technical error or billing issue on our part resulted in an incorrect charge to your account.

Refunds will not be issued in the following circumstances:

• Refund requests made after 14 days from the initial charge date (outside the money-back guarantee window).
• Partial refunds for unused days in a monthly or annual billing period.
• Subscriptions that have been active for more than one billing cycle.
• Annual subscriptions cancelled after the 14-day refund window has passed.

How to Request a Refund

To submit a refund request, please follow these steps:

1. 1

   Step 1 — Contact Us

   Email our billing team at billing@aafiaemr.com with the subject line "Refund Request" and include your account email address and the reason for your request.

2. 2

   Step 2 — Review

   Our team will review your request within 3–5 business days and confirm whether your account is eligible for a refund based on this policy.

3. 3

   Step 3 — Processing

   Approved refunds are processed within 7–10 business days. The refund will be issued to the original payment method used at the time of purchase.

Please note that depending on your bank or card issuer, it may take an additional 3–5 business days for the refunded amount to appear in your account.

Cancellations

You may cancel your Aafia EMR subscription at any time through your account settings. Cancellation takes effect at the end of the current billing period, and you will retain full access to the platform until that date. Cancellation does not automatically trigger a refund unless you are within the 14-day refund window.

Non-Refundable Items

The following are not eligible for refunds under any circumstances:

• One-time onboarding or setup fees, where applicable.
• Custom development or integration work performed on request.
• Training sessions, workshops, or consulting services delivered to your team.
• SMS or WhatsApp messaging credits purchased as add-ons.

Contact & Disputes

If you believe you have been charged incorrectly or have a billing dispute, please contact us at billing@aafiaemr.com as soon as possible. We are committed to resolving any billing issues fairly and promptly. If we are unable to resolve a dispute, it shall be subject to the governing law and jurisdiction set out in our Terms and Conditions.

Changes to This Policy

We reserve the right to update this Refund Policy at any time. Any material changes will be communicated via email or through a notice in the platform at least 14 days before taking effect. Your continued use of Aafia EMR after the effective date constitutes acceptance of the updated policy.

Last Updated: January 2025