Legal
Refund Policy
Effective date: 1 February 2025 · Last updated: 20 February 2026
1. Overview
Docremark subscriptions are processed by Creem, our payment processor. This policy explains under what circumstances refunds are available, how to request one, and how disputes are handled.
2. Free Trial – No Charge
All paid plans include a 7-day free trial. No credit card is required to start a trial, and no charge is made during the trial period. If you choose not to subscribe at the end of the trial, your organisation simply remains inactive and you owe nothing.
3. Monthly Subscriptions
Monthly subscription fees are charged at the start of each billing cycle and are non-refundable for the current billing period. You may cancel your subscription at any time from your organisation billing settings. Cancellation is scheduled — it takes effect at the end of the current billing period, not immediately. No further charges are made after cancellation, and you retain full access until the period you have paid for expires. Your billing settings will display the exact date your access ends.
4. Annual Subscriptions
Annual subscription fees are charged upfront for the full year and are non-refundable for the current annual period. The same scheduled cancellation policy applies — you may cancel at any time and retain access until the end of the annual period you have paid for, with no further charges.
5. Plan Downgrades
When you downgrade from a higher-tier plan (e.g. Pro to Basic), the change takes effect immediately and you will receive a pro-rated credit applied toward future billing. No cash refund is issued for downgrades; the credit is deducted from your next invoice.
6. Add-on Doctor Slots
Add-on doctor slot fees are non-refundable regardless of billing interval. The scheduled cancellation policy applies — add-ons remain active until the end of the paid period with no further charges after cancellation.
7. Exceptional Circumstances
We handle refund requests outside the standard policy on a case-by-case basis for situations such as a verified billing error, a duplicate charge, or a prolonged service outage directly caused by Docremark. Contact us at hello@docremark.com with relevant details and we will investigate promptly.
8. Chargebacks and Disputes
If you initiate a chargeback with your bank or card provider before contacting us, we may suspend your organisation's access while the dispute is under review. We encourage you to reach out to us first at hello@docremark.com — we will work to resolve the issue quickly. Chargebacks that are resolved in your favour will result in the refunded amount being settled through Creem.
9. How Refunds Are Processed
Approved refunds are processed back to the original payment method via Creem. Processing times depend onyour bank or card issuer but typically take 5-10 business days to appear on your statement. Docremark does not issue refunds via bank transfer, cheque, or any method other than the original payment instrument.
10. Contact
For refund requests or billing questions, email hello@docremark.com with your organisation name and a brief description of the issue. We aim to respond within 2 business days.