Cancellation & Refunds Policy

1.Overview

This policy applies to all Basic and Advance subscription plans (monthly and yearly) for OptiSoft PatientPro. It should be read together with our Terms & Conditions. As a software subscription service, cancellations and refunds are handled differently from a one-time product purchase — the sections below explain how.

2.Free trial

Where a free trial is offered, you can explore OptiSoft PatientPro's patient management, prescription, billing and inventory features before paying anything.

• No payment is required to start a trial, and you will not be charged automatically at the end of it unless you choose to subscribe.
• If you decide OptiSoft isn't right for your store during the trial, simply stop using it or let us know — there is nothing to cancel and nothing to refund.

3.Cancelling your subscription

You may cancel your Basic or Advance subscription at any time by:

• Messaging us on WhatsApp or contacting our support team with your cancellation request, or
• Using the account cancellation option inside the OptiSoft PatientPro dashboard, where available.

We recommend cancelling at least a few days before your next billing date to avoid being charged for the following cycle.

4.What happens when you cancel

Plan type	What happens on cancellation
Monthly plan	Access continues until the end of the current paid month; it will not renew after that.
Yearly plan	Access continues until the end of the current paid year; it will not renew after that.

Cancelling stops future renewals — it does not automatically entitle you to a refund for the time already paid for. Refund eligibility is covered in Section 5.

5.Refund eligibility

We want optical stores to feel confident using OptiSoft PatientPro. Refunds may be considered in the following cases:

• Duplicate or incorrect billing — if you were charged more than once for the same billing cycle, or charged the wrong amount due to an error on our end.
• Service not delivered — if, after payment, you were unable to access the core features of your paid plan due to an issue on our end that we could not resolve within a reasonable time.
• Early cancellation within a short window — if you cancel a new paid subscription within 7 days of first payment and have not made substantial use of the Service (for example, entering large volumes of patient or billing data), a partial or full refund may be considered at our discretion.

Refund requests are reviewed on a case-by-case basis; raising a request does not guarantee a refund will be approved.

6.Non-refundable situations

Generally, no refund will be issued in the following situations:

• You simply change your mind after actively using the Service for an extended period within a paid cycle.
• You forgot to cancel before a renewal date and were charged for a new billing cycle.
• Your access was suspended or terminated due to a breach of our Terms & Conditions, such as misuse of the Service or non-payment.
• Partial-month or partial-year usage of a plan you chose not to renew.

7.How refunds are processed

• To request a refund, contact us via WhatsApp or our support channel with your store name, registered email/phone number, and the reason for the request.
• We will review the request and let you know the outcome within a reasonable time.
• Approved refunds are issued to the original payment method used, and may take a few business days to reflect depending on your bank or payment provider.

8.Upgrades & downgrades

If you upgrade from a Basic to an Advance plan, the new plan's pricing and features apply from the point of upgrade, as communicated to you at the time. If you downgrade, the change will generally take effect from your next billing cycle, so you can continue using the features you've already paid for until then. Upgrades and downgrades are not treated as cancellations and do not, by themselves, trigger a refund.

9.Your data after cancellation

Cancelling your subscription does not immediately delete your store's patient records, prescriptions or billing data. As described in our Privacy Policy, we retain this data for a limited period after cancellation so you can request an export or reactivate your account, after which it may be deleted or anonymised in line with our data retention practices.

10.Changes to this policy

We may update this Cancellation & Refunds Policy from time to time to reflect changes in our plans, pricing or business practices. Any updates will be posted on this page with a revised "Last updated" date.