Subscriptions. Plans are billed in advance, monthly or yearly, in US dollars, through Stripe.

Monthly plans. A free trial is available before a subscription begins, so monthly plans are not refunded: when you cancel, your plan stays active until the end of the period you have paid for, and you are not charged again.

Yearly plans. If you cancel a yearly plan within 14 days of its first payment, you may ask for a refund of that payment, less the value of any expert hours from your plan that have already been used. The plan then ends when the refund is issued. After 14 days, a yearly plan is not refunded: when you cancel, it stays active until the end of the year you have paid for, and you are not charged again.

Changing plans. When you move to a more expensive plan, or from monthly to yearly billing, the change takes effect at once, you are charged the difference, and the unused part of your current period is credited. When you move to a cheaper plan, or from yearly to monthly billing, the change takes effect at the end of your current period, and nothing is refunded for the period already paid.

Expert hours. Expert hours that have been used are not refunded, whether you bought them separately or they were included in your plan. Hours you bought separately and have not used are refundable within 90 days of purchase, at the price you paid for them. Hours included in your plan and not used are refunded only as part of a yearly plan's refund above. Every expert hour is valued at the price in effect when you paid for it.

Billing errors. If you were charged twice or charged an amount you did not agree to, we refund the error in full once we confirm it.

How to ask for a refund, or dispute a charge. Contact us from the Contact page, or by the email or phone shown there, with your practice's name and the charge in question. We answer within 2 business days. Please contact us before you dispute a charge with your card issuer: most problems are settled faster that way. A refund goes back to the card used for the payment, and your bank may take 5 to 10 business days to show it.