Know how cancellations and refunds work

1. Overview

ExaHealth provides digital SaaS services that enable users to store, manage, and access their own health-related information. No physical products are shipped or delivered.

2. Subscription Cancellation

• • Users may cancel their subscription at any time through their ExaHealth account settings.
• • Cancellation stops future billing but does not terminate access immediately — the current billing cycle remains active until its scheduled end date.
• • Subscription fees already paid for the ongoing billing period are non-refundable.

3. Refund Eligibility

• • Duplicate or accidental payments: If a user is charged multiple times for the same subscription period, the duplicate amount will be refunded in full.
• • Unauthorized transactions: If a charge is reported as fraudulent or unauthorized and verified through our payment provider, a full refund will be initiated.

4. Non-Refundable Cases

• • Change of mind: No refunds are provided if the user decides the service no longer suits their needs after subscribing.
• • Partial usage: If the user has accessed or used any portion of the service during the billing period, that period is non-refundable.
• • Unused subscription days: No refunds are given for remaining days within an active billing cycle after voluntary cancellation.
• • Third-party issues: Service disruptions caused by the user’s internet connection, device compatibility, or third-party software are not eligible for refunds.

5. How to Request a Refund

To request a refund, email billing@exahealth.com with your registered email address, payment ID or transaction reference, transaction date, and a brief description of the issue. Refund requests must be submitted within 15 days of the transaction date or the occurrence of the issue.

6. Refund Processing

• • All approved refunds will be processed within 7–10 business days.
• • Refunds are credited to the original payment method used during purchase.
• • You will receive an email confirmation once the refund is initiated.

7. Refund Disputes

• • Reply to the denial email with any additional supporting information.
• • Our team will review and respond within 5 business days.
• • If unresolved, you may escalate by contacting support@exahealth.com with the subject line "Refund Escalation."

8. Account & Data Handling After Cancellation

• • Upon cancellation, your account will transition to an inactive or limited-access mode.
• • All stored health data remains secure and accessible for 30 days from the cancellation date, allowing time for reactivation or data export.
• • After 30 days, all user data is permanently and irreversibly deleted in accordance with our Privacy Policy.
• • Users may request immediate data deletion at any time by contacting support@exahealth.com with the subject line "Data Deletion Request."

9. Reactivation

• • If you wish to reactivate your subscription within the 30-day data retention window, your previously stored data will be restored upon successful payment.
• • Reactivation after 30 days starts a fresh account with no historical data.

10. Contact

For billing inquiries: billing@exahealth.com

For general support: support@exahealth.com