Refund Policy
Last Updated: June 2026 — This policy outlines cancellations, plan tiers, credits, and dispute resolutions under Diagnostics AI, Inc.
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1. Overview
This Refund Policy ("Policy") governs all refunds, cancellations, and billing disputes for the Premedice platform operated by Diagnostics AI, Inc. ("we," "us," "our"). This Policy is incorporated by reference into our Terms and Conditions. Capitalized terms used but not defined here have the meanings assigned in the Terms.
Refunds are provided only when Premedice platform deficiencies or technical issues prevent you from using the service as advertised. This includes bugs, outages, feature failures, or other technical problems caused by our platform. We do not offer refunds for dissatisfaction with AI outputs, change of mind, or issues unrelated to platform functionality.
2. Subscription Plans & Billing
2.1 Plan Types
We offer the following subscription plans:
- Free Tier: Limited access to Platform features at no cost. Usage limits apply (conversations per day, document upload size, API calls per hour) as specified on the pricing page.
- Monthly Subscription: Billed in advance on a recurring monthly basis. Access continues until the subscription is canceled.
- Annual Subscription: Billed in advance on a recurring annual basis, typically offered at a discounted rate compared to monthly billing.
- Enterprise/Institutional Plans: Custom pricing and billing terms as defined in individual Order Forms or Master Services Agreements.
2.2 Billing Cycle
Monthly subscriptions are billed on the date of initial purchase and each subsequent month thereafter. Annual subscriptions are billed on the date of initial purchase and each subsequent year thereafter. Enterprise plans are billed according to the terms specified in the applicable Order Form.
2.3 Payment Processor
All payments are processed securely through Stripe, Inc., a PCI-DSS Level 1 certified payment processor. We do not store full credit card numbers. Only the last four digits, card brand, and expiration date are retained in our systems for reference purposes.
3. Cancellation Policy
3.1 How to Cancel
You may cancel your subscription at any time through the following methods:
- Account Settings: Navigate to Settings > Subscription > Cancel Subscription within the Platform.
- Email Request: Send a cancellation request to
[email protected]from your registered email address. - Customer Support: Contact our support team through the Platform's help center.
3.2 When Cancellation Takes Effect
Cancellation requests are processed immediately upon confirmation. Upon cancellation, your subscription will not renew for the next billing period. Access to paid features continues until the end of the current paid billing period, after which your account will be downgraded to the Free Tier or deactivated.
3.3 Account Termination vs. Subscription Cancellation
Subscription Cancellation stops future billing. Access continues through the end of the current billing period and data remains available. Account Termination closes your account entirely, triggering the data export and deletion process as described in Section 20 of our Terms and Conditions.
4. Refund Eligibility
Refunds are only issued when platform deficiencies prevent you from using Premedice as advertised. This includes:
- Extended service outages (exceeding 48 consecutive hours)
- Feature failures or bugs that prevent core functionality
- Billing errors or duplicate charges
- Technical issues that make the platform unusable
4.1 What Is NOT Eligible for Refund
Refunds are not provided for:
- Dissatisfaction with AI-generated outputs or responses
- Change of mind after subscription purchase
- Failure to cancel before renewal
- Partial use of subscription period
- Issues caused by user error, third-party integrations, or unsupported browsers/devices
- Features that work as described but do not meet personal expectations
4.2 Platform Deficiency Refunds
If you experience a platform deficiency that prevents you from using Premedice:
- Monthly Subscriptions: Full refund for the current billing period if the issue cannot be resolved within 5 business days.
- Annual Subscriptions: Prorated refund for unused months if the issue cannot be resolved within 10 business days.
- Service Credits: As an alternative, we may offer service credits for future use.
4.3 Free Tier
The Free Tier is provided at no cost. No refunds are applicable as no fees are charged.
5. Token-Based & Consumption-Based
5.1 Token System
The Platform may use a token-based billing system for certain intensive AI features. The following rules apply:
- Token packs are non-refundable once purchased, except for platform deficiencies that prevent token usage.
- Unused tokens in your account at the time of cancellation do not qualify for a refund.
- Expired tokens are not refundable.
- If you suspect token deduction errors caused by platform bugs, notify us within 14 days to request correction.
5.2 Pre-Authorization Holds
Some advanced operations may require a brief pre-authorization hold on your payment method. Holds are temporary and are released according to your bank's policies (usually 3 to 10 days). Any over-estimated token deductions caused by platform errors will be automatically corrected and refunded within 5-10 business days.
6. Special Circumstances
6.1 Service Outages
Planned Maintenance: No refunds are issued for scheduled maintenance announced in advance. Unplanned Outages: In the event of a significant, extended outage (exceeding 48 consecutive hours of material unavailability) caused directly by our infrastructure, you may request a service credit or refund applied to your account.
6.2 Involuntary Termination
If your account is terminated by us for material breach of our Terms and Conditions (such as prohibited clinical usage, payment default, or security violations), no refund will be provided.
6.3 Beta Features
Beta Features and Experimental Services are provided at no additional cost. No refunds or service credits are applicable for any bugs, availability issues, or performance drops in Beta elements.
6.4 Billing Errors & Duplicate Charges
If you suspect a billing error or duplicate charge, notify us within 60 days of the transaction date. Confirmed billing errors will be refunded immediately back to the original card.
7. Refund Process & Timing
7.1 How to Request
Email [email protected] from your registered email address with "Refund Request" in the subject line. Please include your full name, subscription plan type, purchase date, and reasoning.
7.2 Processing Timeline
We acknowledge refund inquiries within 3 business days, perform reviews within 5-10 business days, and process approved payouts within 5-10 business days. Payout appearance timelines depend heavily on your bank.
7.3 Method & 7.4 Currency
All refunds are issued in the original currency exclusively to the original payment method. We cannot issue checks or alternate card transfers.
8. Non-Refundable Items
The following charges are non-refundable in all circumstances (unless caused by platform deficiency): fully consumed billing periods, custom integration/onboarding fees, third-party data subscriptions, partially used token packs, professional consultation fees, and taxes where excluded by jurisdiction laws.
9. Chargeback Policy
If you file a chargeback dispute through your credit card issuer, your account will be suspended immediately during the audit. If the transaction was legitimate, you will be liable for the initial charge, the chargeback fee ($15-$25), and a $25 administrative processing charge. We strongly recommend contacting us before filing disputes to handle claims quickly.
10. Promotions, Discounts & Coupons
10.1 Promotional Pricing
Refunds for discounted subscriptions are calculated strictly on the amount paid, not regular list pricing.
10.2 Free Trials
Free trials convert to paid subscriptions automatically unless canceled 24 hours prior to expiration. It is the user's responsibility to cancel before the trial terminates.
10.3 Referral Credits
Referral and promotional credits have no cash value and are forfeited upon cancellation or account closure.
11. Statutory Rights & Jurisdiction Provisions
11.1 EEA & United Kingdom
If you are a consumer in the EEA or UK, you have a statutory right of withdrawal within 14 calendar days of signup (cooling-off period). However, for digital content delivered immediately with your express consent, this right is waived once services commence. Statutory rights for platform deficiencies remain unaffected.
11.2 Australia
Our services are covered by guarantees under the Australian Consumer Law (ACL). For major failures, you are entitled to cancel your contract and claim a refund or compensation for foreseeable losses.
11.3 Brazil & 11.4 Other Jurisdictions
Brazilian consumers are protected by Article 49 of the CDC (right of reflection) allowing contract rescission within 7 days. All local mandatory consumer guarantees will take precedence where they exceed this Policy.
12. Disputes & Resolution
Before seeking legal or formal claim processing, you agree to negotiate billing discrepancies in good faith via [email protected] within 15 business days. Unresolved claims fall under the governing laws of Delaware, US, with binding arbitration under the rules of the American Arbitration Association (AAA) in Wilmington.
13. Changes to this Refund Policy
Diagnostics AI, Inc. reserves the right to modify this Policy at any time. Material billing updates are notified 30 days in advance via email. Non-material changes (formatting or contact corrections) are effective immediately.
14. Contact Information
For questions, support, or formal refund filing, contact us below:
Corporate Headquarters
Premedice
23 A P C Road, Loan Office Para,
Barandi, Jessore Sadar,
Jessore, 7400, BD