Refund & Billing Policy

This Refund & Billing Policy explains how ClinPlacer subscriptions are billed, when a refund may be issued, and what happens if a payment fails or a subscription is cancelled.

This Policy forms part of our Terms of Service, Section 9 (Payments & Subscriptions), and should be read alongside it.

Subscriptions are billed in advance, on either a monthly or annual cycle, depending on the plan selected at checkout.

• Monthly plans are billed on the same calendar day each month
• Annual plans are billed once per year on the subscription's anniversary date
• Fees are exclusive of VAT or other statutory levies, which are added where required by Kenyan law

We accept payment via M-Pesa, bank transfer, and other methods made available at checkout. Payments processed through a third-party provider are also subject to that provider's own terms.

Institutions are responsible for keeping their payment details current to avoid interruption to their subscription.

Subscriptions renew automatically at the end of each billing cycle unless cancelled by the Institution before the renewal date.

• We will send a renewal reminder to the Institution's billing contact ahead of each renewal
• Cancelling a subscription stops future renewals but does not itself trigger a refund for the current billing period

Because ClinPlacer provides ongoing access to the Platform rather than a one-time purchase, subscription fees are generally non-refundable, except in the situations below:

• Duplicate or erroneous charges — where you were billed twice for the same period, or charged in error
• Extended, unresolved outages — where the Platform was materially unavailable for a significant portion of a billing period due to a fault on our side
• Where required by Kenyan law — including any statutory consumer protection right that cannot be excluded by agreement

To request a refund, email legal@clinplacer.com with your Institution name, invoice or transaction reference, and the reason for the request.

• Requests should be made within 14 days of the charge in question
• We will review the request and respond within 5 business days
• Approved refunds are returned to the original payment method within 10 business days of approval

If a payment fails, we provide a grace period before access is restricted, during which we will attempt to notify the Institution's billing contact.

• Access may be restricted or suspended if payment is not resolved by the end of the grace period
• Restoring a failed payment method reinstates access without requiring a new subscription
• Extended non-payment may lead to account suspension under our Terms of Service, Section 17

Institutions may cancel their subscription at any time from the billing settings in their dashboard, or by emailing legal@clinplacer.com.

• Cancellation takes effect at the end of the current billing period; access continues until then
• No further charges will be made once cancellation is confirmed
• Data export and retention after cancellation follow the same terms as account termination — see our Terms of Service, Section 17

Upgrading to a higher plan takes effect immediately, with the difference charged on a prorated basis for the remainder of the current billing period.

Downgrading to a lower plan takes effect at the start of the next billing period; we do not issue partial refunds for the difference in the current period.

ClinPlacer may update subscription pricing from time to time. Existing Institutions will be notified at least 30 days before a price change takes effect on their next renewal, and may cancel before that renewal if they do not wish to continue at the new price.

We may update this Policy from time to time to reflect changes in our billing practices or applicable law.

• Material changes will be posted on this page with an updated "Last updated" date
• Where required by law, we will provide advance notice before material changes take effect

For billing questions or refund requests, reach out through the following channels:

Visit our Contact Form