Refund Policy

This Refund Policy applies to all subscription purchases made on the MediFlow HMS platform (https://www.medifl.com) operated by MediFlow Technologies Ltd. ("MediFlow", "we", "us"). We want you to be fully satisfied with MediFlow HMS. This policy sets out the circumstances under which refunds may be issued, how to request a refund, and how refunds are processed through our payment provider, Skrill. By subscribing to any MediFlow HMS plan, you acknowledge that you have read and agree to this Refund Policy.

All new MediFlow HMS accounts include a 14-day free trial. No credit card or payment details are required to start the trial. • The free trial gives you full access to all features included in your selected plan. • If you do not subscribe before the trial ends, your account will be placed on a restricted access state. No charges are ever made for the trial period. • If you choose not to continue after the trial, simply do not subscribe — you will not be charged. Because no payment is taken during the free trial, no refund is applicable for this period.

MediFlow HMS subscription fees are non-refundable except in the specific circumstances described in Section 4. When you subscribe: • Monthly plans are charged in advance for the current month. No refund is issued for unused days in the current billing period if you cancel mid-month. • Annual plans are charged in advance for the full year. No refund is issued for the remaining months if you cancel before the annual period ends. This policy applies regardless of whether the Service was actively used during the billing period. We strongly encourage all customers to take full advantage of the 14-day free trial before committing to a paid subscription.

Notwithstanding Section 3, a full or partial refund may be issued in the following circumstances: 4.1 Duplicate Charge If you are charged more than once for the same billing period due to a technical error on our part or by Skrill, we will refund the duplicate charge in full within 5 business days of verification. 4.2 Charge After Cancellation If your Skrill recurring billing was not properly cancelled and a charge was applied after your cancellation was confirmed by MediFlow, we will refund that charge in full. You must notify us within 14 days of the erroneous charge. 4.3 Service Unavailability (Extended Outage) If the MediFlow HMS platform experiences a verified outage lasting more than 72 consecutive hours within a single billing month, you may be eligible for a pro-rated credit or partial refund for the affected period. This applies to Enterprise and Enterprise Plus plans that carry an explicit uptime SLA. Credits must be requested within 30 days of the outage. 4.4 New Subscription within 48 Hours If you subscribe to a paid plan and request a refund within 48 hours of the first charge, and you have not actively used the platform beyond initial setup (account creation, no patient data entered), we may — at our sole discretion — issue a full refund as a goodwill gesture. Such requests are reviewed case-by-case. 4.5 Unauthorised Charge If you believe a charge was made to your payment method without your authorisation, you must notify us at hello@medifl.com immediately. We will investigate and, if confirmed, issue a full refund and cancel the subscription.

5.1 Upgrades. When you upgrade to a higher-tier plan mid-cycle, the upgrade takes effect immediately and the new plan's recurring billing amount replaces the previous one from the next billing date. The remaining days of your current period are not refunded, but you gain immediate access to the new plan's features. 5.2 Downgrades. When you downgrade to a lower-tier plan, the downgrade takes effect at the start of the next billing cycle. You will continue to have access to your current plan's features until the end of the paid period. No refund is issued for the price difference. 5.3 Annual to Monthly Switch. Switching from an annual plan to a monthly plan takes effect at the end of the annual billing period. No refund is issued for the remaining months of the annual subscription.

You may cancel your subscription at any time through your Skrill account, which stops future recurring charges. • Cancellation takes effect at the end of the current paid billing period. You retain full access to MediFlow HMS until that date. • After the period ends, your account enters a read-only mode for 90 days during which you can export all your data. • After 90 days, all your organisation's data is permanently and securely deleted per our data retention policy. • Cancellation does not trigger a refund for the current period (see Section 3). To cancel, log in to your Skrill account and manage your recurring payment from there. If you need assistance, contact us at hello@medifl.com.

If you believe you are eligible for a refund under Section 4, please contact us at: Email: hello@medifl.com Subject line: "Refund Request — [Your Organisation Name]" Please include in your request: 1. Your organisation name and the email address used to register 2. The date and amount of the charge in question 3. The Skrill transaction reference (available in your Skrill account history) 4. The reason for your refund request with any supporting evidence We will acknowledge your request within 2 business days and provide a final decision within 10 business days.

Approved refunds are processed as follows: 8.1 Method. Refunds are returned to the original payment method used for the charge (credit/debit card or direct debit via Skrill). We cannot issue refunds to a different payment method. 8.2 Timeline. Once a refund is approved and initiated by MediFlow: • Skrill typically processes refunds within 2–5 business days. • Your card issuer or bank may take an additional 3–10 business days to credit the amount to your account. • Total time from approval to account credit: 5–15 business days. 8.3 Currency. Refunds are issued in the same currency as the original charge (USD). 8.4 Fees. MediFlow does not deduct any administrative fees from approved refunds. However, Skrill may retain their transaction fees; the refunded amount may be net of Skrill processing fees in some cases.

If you initiate a chargeback with your card issuer or bank without first contacting us to resolve the issue, we reserve the right to: • Immediately suspend your account pending investigation • Contest the chargeback with supporting evidence of service delivery • Permanently ban your organisation from future use of MediFlow HMS if the chargeback is found to be made in bad faith We strongly encourage you to contact us at hello@medifl.com before initiating a chargeback. Most issues can be resolved quickly and fairly without involving your bank.

Enterprise and Enterprise Plus customers may have custom refund and service credit terms negotiated as part of their contract or Order Form. In the event of a conflict between this general Refund Policy and a customer's specific Order Form, the Order Form terms prevail. Enterprise Plus customers with a dedicated Customer Success Manager should contact their CSM directly for refund or billing concerns.

MediFlow Technologies Ltd. reserves the right to update this Refund Policy at any time. Changes will be posted on this page with an updated effective date. We will notify active subscribers of material changes via email at least 14 days before they take effect. Your continued use of the Service after the effective date of the revised policy constitutes acceptance of the updated terms.

For all billing and refund enquiries, please reach us at: Email: hello@medifl.com Company: MediFlow Technologies Ltd. Website: https://www.medifl.com Our team is available Monday to Friday, 9:00 AM – 6:00 PM (GMT). We aim to respond to all enquiries within 2 business days.