Refund + Cancellation Policy

ClinicPulseos.com (ClinicPulse) is a DBA of RKS GROUP WA PTY LTD. We sell ClinicPulse with two specific guarantees: your first month of subscription is free, and the one-time $497 setup fee per location is refundable under a 30-day performance condition. This page explains exactly how those work, plus how to cancel (it's self-serve), and our no-chargeback policy.

1. The 30-day performance guarantee

If, during the first 30 days after your onboarding call goes live, ClinicPulse fails to capture at least $497 in attributable missed-call revenue for your clinic, we'll refund the $497 setup fee in full.

How "captured revenue" is measured:

• Inbound calls answered by the AI Receptionist that resulted in a booked appointment, completed transaction, or qualified lead handed off to your team
• Webchat / Messenger / Instagram DM conversations that resulted in the same outcomes
• Recall workflows that brought back lapsed patients during the 30-day window

We log every interaction so the math is verifiable. To request a refund under this guarantee, email support@clinicpulseos.com within 7 days of the end of your free month.

2. First month free

Your first 30 days of subscription service after onboarding are free. We collect card details at signup so when month 2 begins, your selected tier kicks in automatically. You can cancel any time before the end of month 1 and owe nothing beyond the setup fee (which is itself refundable under Section 1).

3. Self-serve cancellation

Cancellation is fully self-serve. Log into your account dashboard, click Billing → Cancel Subscription, confirm. That's it. The action takes under 60 seconds.

What we don't do:

• No mandatory phone call to cancel
• No retention "specialist" you have to argue with
• No "let me transfer you" script
• No hidden cancellation fees
• No contract term that locks you in past the current month

Cancellation is effective at the end of the then-current monthly billing period. We don't pro-rate partial months. Your account stays active until the end of the month you've already paid for, then service stops cleanly.

4. What's NOT refunded

• Setup fees beyond the 30-day performance window (Section 1)
• Subscription fees for completed months
• Usage-based overages (AI minutes, SMS volume) that exceeded your tier's included allowance. These reflect services you actually consumed
• Multi-location setup fees if you only request a refund for one location's performance (each location's guarantee is per-location)

5. Multi-location refunds

If you operate multiple locations, the 30-day performance guarantee applies per location, evaluated independently. Refund the locations that didn't perform; keep the ones that did.

6. Failed payments

If a monthly payment fails, we retry over 7 days. After 7 days of unsuccessful retries, the account is suspended (calls and workflows pause). Service resumes immediately on successful payment. Sustained non-payment (30+ days) results in account termination per our Terms of Service.

7. No chargebacks. Email us first.

If you disagree with a charge or want a refund, email support@clinicpulseos.com first. We respond within 1 business day and resolve legitimate refund requests within 5. The 30-day performance guarantee in Section 1 is the documented refund mechanism. Self-serve cancellation in Section 3 is the documented cancellation mechanism. Between those two, every customer scenario has an explicit, no-friction path.

Filing a chargeback or payment dispute with your bank or card issuer before contacting us is a violation of these terms. Specifically:

• Filing a chargeback voids any pending performance-guarantee refund claim
• The disputed amount, plus the chargeback processing fee, becomes immediately due
• Your account may be suspended or terminated at our discretion
• We reserve the right to refuse future service to accounts that bypass our refund process via chargeback

This isn't a gotcha. It's a "talk to us first" policy. We'd rather resolve any concern directly than fight a chargeback that costs both of us money and hurts the relationship. In nine out of ten cases, what looks like a billing dispute is a misunderstanding we can clear up in one email.

8. Contact

Questions about refunds or cancellation? Email support@clinicpulseos.com. We respond within one business day.