Refund and Cancellation Policy
This Refund and Cancellation Policy applies to subscriptions and other purchases of Hippocrate software and services made through Paddle.com.
1. Payment Processing
Paddle.com acts as the Merchant of Record for orders placed through the Hippocrate checkout. Paddle handles payment processing, billing inquiries, subscription cancellation requests, and refund requests in accordance with its applicable policies and terms.
The applicable Paddle policies are available at:
Paddle Buyer Terms and Conditions
This Policy should be read together with the applicable Paddle policies and the Hippocrate Terms of Use.
2. Subscription Cancellation
Customers may cancel a recurring Hippocrate subscription at any time through Paddle's subscription-management process.
To cancel a subscription:
Open the transaction confirmation email received after purchase.
Select the subscription-management link, such as “Manage subscription.”
Follow the instructions to cancel the subscription.
Alternatively, visit Paddle.net and request subscription cancellation.
Cancellation generally takes effect at the end of the current paid billing period. Once the cancellation takes effect, the subscription will not renew and no further recurring subscription charges should be made for that subscription.
Unless otherwise stated in the applicable subscription terms or required by law, customers may continue to access their paid subscription until the end of the current billing period.
Cancelling a subscription does not automatically result in a refund for payments already made. Refund eligibility is assessed separately under Section 3 of this Policy and the applicable Paddle policies.
Free Trials and Promotional Offers
Where a free trial or promotional subscription is offered, the applicable duration, charges, and renewal conditions will be disclosed during registration or checkout.
Customers who do not wish to continue with a paid subscription following a trial must cancel before the trial ends, using the applicable cancellation process, to avoid charges where the subscription would otherwise convert to a paid plan.
3. Refund Eligibility
Refund requests are handled in accordance with Paddle's applicable Refund Policy, its Buyer Terms and Conditions, and any mandatory rights available under applicable law.
Unless a refund is required by applicable law or otherwise approved under the applicable refund policy, transactions may be non-refundable.
Paddle may consider discretionary refund requests in accordance with its published policy. Submitting a request within an applicable time limit does not guarantee that a refund will be approved.
Refund eligibility may depend on the circumstances of the transaction, the reason for the request, applicable legal rights, subscription status, and other factors described in Paddle's Refund Policy.
Nothing in this Policy excludes or restricts any statutory withdrawal, refund, or consumer-protection right that cannot lawfully be excluded or restricted.
4. How to Request a Refund
To request a refund for a Hippocrate purchase processed by Paddle:
Open the transaction confirmation email or access your billing information through Paddle.net.
Use the available support link or select the refund-request option.
Provide the transaction details requested by Paddle and explain the reason for the request.
Paddle may request additional information reasonably necessary to identify the transaction and assess the request.
Refund decisions are made in accordance with Paddle's applicable policies and mandatory legal requirements.
Where a refund is approved, it will generally be returned to the original payment method where possible and processed within the applicable timeframe specified in Paddle's policy.
5. Technical Issues and Access to Hippocrate
If you experience a problem accessing Hippocrate, activating your subscription, or using a paid feature, please contact our technical support team at info@hippocrate.org.
Please describe the issue and provide the relevant account or transaction reference. Do not include patient medical records or other sensitive health information in ordinary support emails.
We will review the reported issue and take reasonable steps to address it.
If a material delivery or technical issue affects your purchase, you may also contact Paddle to discuss the transaction and any refund rights available under its policies or applicable law.
6. Duplicate, Incorrect, or Unrecognized Charges
If you believe that you have been charged twice, charged an incorrect amount, or billed for a subscription you did not authorize, please contact Paddle through Paddle.net or the support link provided in your transaction confirmation email.
Paddle can review the relevant transaction and determine the appropriate next steps under its policies and applicable requirements.
For security reasons, do not send full payment-card details by email.
7. Changes to This Policy
AlepHealth SUARL may update this Policy when necessary to reflect changes in the Hippocrate Services, subscription arrangements, Paddle's applicable processes, or legal requirements.
The current version will be published on the Hippocrate website.
Changes will apply subject to applicable law and any mandatory rights or contractual obligations.
8. Contact Information
For subscription billing, payment, cancellation, and refund requests relating to transactions processed by Paddle:
Paddle Customer Support: https://paddle.net
For technical support and questions about Hippocrate software:
Website: https://www.hippocrate.org/
Email: info@hippocrate.org
Telephone: +216 950 62555
Hippocrate is operated by AlepHealth SUARL, a company incorporated under the laws of Tunisia.
Company: AlepHealth SUARL
Website: https://www.hippocrate.org/
Customer Support Email: info@hippocrate.org
Telephone: +216 950 62555