↩️ Cancellation & Refund Policy

Last Updated: November 17, 2025

Effective Date: November 17, 2025

1. Overview

This Cancellation & Refund Policy explains how to cancel your HearScribe subscription, what happens when you cancel, our refund policy, and how to reactivate your account if needed.

This policy forms part of our Terms & Conditions and should be read alongside our Privacy Policy.

2. Subscription Plans

HearScribe offers the following subscription options:

• 7-Day Free Trial: Full access to all features, no payment method required
• Various Plans: Find the one that best suits upir business

All subscriptions are billed monthly on a recurring basis until cancelled.

3. How to Cancel Your Subscription

3.1 Self-Service Cancellation (Recommended)

You can cancel your subscription instantly through your account settings:

3.2 Email Cancellation

If you prefer or cannot access your account, email us at:

Email: contact@hearscribe.com
Subject: "Cancel Subscription"
Include: Your registered email address and account name

We will process email cancellations within 1 business day and send confirmation.

4. What Happens When You Cancel

4.1 Immediate Effects

When you cancel your subscription:

• ✓ Access Continues: You retain full access until the end of your current billing period
• ✓ No Immediate Loss: All features remain available until your paid period expires
• ✓ Billing Stops: No future charges will be made
• ✓ Confirmation Sent: You receive an email confirming cancellation and access end date

4.2 At End of Billing Period

When your paid period expires:

• Access Ends: You cannot log in or use HearScribe features
• Data Retained: Your account settings, AI preferences, and organization details are stored for 90 days
• Patient Data: Since we never stored it, there's nothing to delete - all patient data was always on your device
• Reactivation Available: You can reactivate within 90 days without losing settings

4.3 After 90 Days

If you don't reactivate within 90 days:

• Your account and all settings are permanently deleted
• AI preferences and customizations are removed
• Organization details are deleted
• You would need to create a new account to use HearScribe again
• Billing records retained for 7 years (UK tax law requirement)

5. Refund Policy

5.1 No Partial Month Refunds

Example: If you cancel on January 15th and your billing period ends January 31st, you keep access until January 31st, but receive no refund for the remaining days.

5.2 7-Day Free Trial Refunds

No refunds are applicable during the 7-day free trial period because:

• No payment is required during the trial
• No charges are made unless you activate a paid subscription
• You can cancel anytime during the trial with no charges

5.3 Billing Error Refunds

If you believe you were incorrectly charged due to a billing error, contact us immediately:

Email: contact@hearscribe.com
Subject: "Billing Error - Refund Request"
Include: Transaction details, date, and reason

We will investigate genuine billing errors and issue refunds where appropriate within 5-10 business days.

5.4 Exceptional Circumstances

In exceptional circumstances (serious technical issues preventing platform use, documented medical emergencies, etc.), we may consider refund requests on a case-by-case basis. Contact us with full details and supporting documentation.

6. Team Member Cancellations

6.1 Removing Team Members

If you're a primary account holder with team members:

• You can remove individual team members through Account Settings
• Removed team members lose access immediately

6.2 Primary Account Cancellation

When the primary account holder cancels:

• ALL team members lose access at the end of the billing period
• Team members cannot convert to individual accounts (they must create new accounts)
• Organization settings and team structure are deleted after 90 days

7. Trial Period Cancellation

7.1 During 7-Day Trial

You can cancel your trial at any time:

• No charges are made if cancelled during trial
• Access ends immediately upon cancellation (no paid period)
• You can start a new trial in the future (one trial per organization)

7.2 Trial Auto-Conversion

If you don't cancel before your trial ends:

• Trial automatically converts to a paid Professional Plan subscription
• First payment is charged on day 8
• You can cancel anytime after conversion using normal cancellation process
• No refund for first month if cancelled immediately after conversion

8. Reactivating Your Subscription

8.1 Within 90 Days (Recommended)

To reactivate within 90 days:

1. Log in at hearscribe.com/login
2. Click "Reactivate Subscription" button
3. Choose your plan and enter payment details
4. Access resumes immediately

What's Restored:

• All AI preferences and note styles
• Organization details and branding
• Team member list (they can rejoin)
• Consultation count history

8.2 After 90 Days

If you reactivate after 90 days:

• You must create a new account
• All previous settings are permanently deleted
• You'll need to reconfigure AI preferences
• Organization details must be re-entered
• Previous consultation history is not available

9. Payment Method Updates

9.1 Failed Payments

If your payment method fails:

• Day 1: Stripe automatically retries payment. Access suspended if payment not resolved
• Days 1-7: Email reminders sent to update payment method
• Day 14: Account moved to cancelled status

9.2 Updating Payment Details

Update your payment method anytime through:

• Account Settings: Account Settings → Billing → Update Payment Method
• Or Email Us: contact@hearscribe.com with "Update Payment Method"

10. Pausing Your Subscription

HearScribe does not currently offer a "pause" or "freeze" option. Your options are:

• Cancel and Reactivate: Cancel now, reactivate within 90 days with settings intact
• Continue Subscription: Keep access if you might need it occasionally

Given our zero patient data storage architecture, there's no risk to patient privacy during inactive periods.

11. Downgrades

HearScribe currently has a number of plans, if you want to:

• Remove Team Members: Go to Account Settings → Team Management → Remove members individually
• Plan Options: If you downgrade, the downgrade price will take effect at next billing cycle

12. Data After Cancellation

12.1 What We Delete

After 90 days of cancellation, we permanently delete:

• Your account information (name, email)
• Organization details and settings
• AI preferences and customizations
• Team member associations
• Consultation metadata (counts only)

12.2 What We Retain

We are legally required to retain for 7 years:

• Billing records and invoices (UK tax law)
• Transaction history for accounting purposes
• VAT records

These records contain only billing information, not clinical data.

12.3 Patient Data (Always Your Responsibility)

13. Consumer Rights (UK)

13.1 14-Day Cooling-Off Period

Under UK Consumer Contracts Regulations, you have a 14-day cooling-off period for online purchases. However:

• This begins when you purchase the subscription (not during free trial)
• If you use the service during this period, you consent to waive the right to a full refund
• You can still cancel, but charges for days used may apply

13.2 Faulty Service

Under the Consumer Rights Act 2015, if HearScribe is:

• Not as described: You may be entitled to a refund
• Not fit for purpose: Contact us immediately for resolution or refund
• Faulty or unavailable: We will investigate and provide appropriate remedies

14. Contact Us About Cancellations

For cancellation assistance, refund inquiries, or reactivation help:

Email: contact@hearscribe.com
Response Time: Within 1 business day
Phone: Not available (email only)

The Hearing Lab Store Ltd
Company Registration Number: 13464826
VAT Number: GB384197168

15. Changes to This Policy

We may update this Cancellation & Refund Policy from time to time. Changes will be:

• Posted on this page with an updated "Last Updated" date
• Emailed to active subscribers
• Effective immediately for new subscriptions
• Effective at next renewal for existing subscriptions

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