REFUND AND CANCELLATION POLICY

XHUMA subscriptions such as Clinic Management Premium and Clinic Management Cloud are non-refundable. In the event that you are incorrectly or wrongfully charged by XHUMA – either during the trial period, or normal use of our software you can request a refund for the amount that has been withdrawn from your credit card. If you cancel your subscription, all of your subscription features will expire at the end of your billing cycle. To check your billing cycle, visit the billing page of your account settings.

For monthly subscriptions, you will continue to be able to login to your account for a period of 2 months post cancellation, and will be able to access all of your data as usual. You will not, however, be able to accept patients or new appointments until the subscription has been renewed.

During the post cancellation access period, you will be able to generate reports or download any data as needed. If you require assistance to transfer your data outside of XHUMA to another system, you can send us a request through our Contact Form; we are here to help.

XHUMA Healthcare Ltd.

Refund and Cancellation Policy

Effective Date: 30-09-2025

1. Introduction

This Refund and Cancellation Policy outlines the terms and conditions governing service cancellations, refund eligibility, and data retrieval procedures for clients of XHUMA Healthcare Ltd. ("XHUMA"). This policy ensures transparency and fairness in line with industry best practices.

2. Cancellation of Services

Clients may cancel their subscription or service agreement by clicking on the “Cancellation” button within the “Subscriptions” menu within the user’s administrator’s account. Alternatively written notice can be sent via email to accounts@ict.co.tt from an authorised user under the client’s account. Cancellation will take effect from the 1st day of the next billing period for normal subscription-based accounts.

Late payments beyond 7 days of subscription renewal will result in a freeze of the client account and may result in service suspension.

3. Refund Eligibility

In general refunds are not applicable. However, in exceptional circumstances, parital or prorated refunds may be granted :

  • If a technical failure on our part results in significant service interruption and is not resolved within a reasonable timeframe
  • If the service was pre-paid on an annual basis and for an extra-ordinary reason, the client is no longer able to utilise the service due to unexpected circumstances
  • For other extra-ordinary reasons, which will be assessed on a case-by-case basis.

Refunds will be processed within 15 business days after approval. Partial or prorated refunds are assessed based on usage and contractual terms.

4. Non-Refundable Services

The following services are non-refundable:

  • Setup, onboarding, or training fees
  • Custom development or integration services
  • One-time implementation costs

5. Data Retrieval Upon Cancellation

Upon confirmed cancellation:

  • Clients may request a complete export of system data (including patient records, billing information, and documents)
  • The data export will be provided in standardized formats (e.g., CSV, PDF, JSON) within 7 to 14 business days of the request
  • There is no additional fee for standard data exports
  • Custom format exports may incur processing charges, agreed in advance

6. Data Retention and Deletion

All client data will be retained for a period of 90 days after service termination. During this time:

  • Clients may access or retrieve their data upon request
  • After the 90-day period, all data will be permanently deleted from XHUMA's production and backup systems in line with our Data Disposal Policy

7. Contact Information

For questions regarding this policy or to initiate a refund or cancellation:
XHUMA Healthcare Ltd.
Email: accounts@xhuma.co | info@ict.co.tt
Website: https://healthcare.xhuma.co

By using our services, you agree to the terms outlined in this Refund and Cancellation Policy. This policy is subject to periodic updates.

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