Refund & cancellation policy

01The short version#

• You pay nothing until you are set up. The first invoice is issued once onboarding is confirmed. There is no onboarding fee on any plan.
• One year at a time, no multi-year lock-in. The subscription renews yearly unless you tell us not to, at least 60 days before the year ends.
• Prepaid fees are not refunded for a change of mind or for leaving part-way through a year, whether you paid annually or in monthly instalments.
• We refund the unused part, pro rata, if you end the agreement because we materially broke it and did not fix it within 30 days of your written notice.
• Billing mistakes are always put right, and duplicate or over-payments are refunded in full.
• Your data comes back to you whatever the reason for leaving. Handback is never conditional on payment.

02Patients: nothing to refund#

The VCare patient app is free. VCare does not take payments from patients, does not hold card details and does not process consultation fees. Whatever you pay your clinic for your care is paid to the clinic, at the clinic, under the clinic’s own terms, and any question about it goes to the clinic. If you have been asked to pay VCare for anything, it is not us: write to admin@app-vantrexis.com.

03What a clinic pays, and when#

• An annual subscription, at the rate on the pricing page when your order form is accepted, or as written in your order form. Prices are in Singapore dollars.
• No onboarding fee. Guided setup, staff accounts and front-desk training are included in the subscription on every plan.
• Annually in advance, or in twelve monthly instalments at no extra cost. The annual total is the same either way. Monthly instalments are a payment schedule, not a monthly plan: the commitment is still the year.
• The first invoice arrives once onboarding is confirmed, so you see the system running on your own clinic before you pay for it. Invoices are payable within the period stated on them, by bank transfer or PayNow. We never collect card or payment details through this website.
• GST. Paarvion Innovation LLP is not currently GST-registered, so no GST is charged. If that changes, we tell you in writing before the first invoice it appears on.
• The walk-in kiosk is quoted separately per clinic. Its hardware and setup are invoiced under that quote, which states its own refund terms for the equipment.

04Cancelling or not renewing#

• Before onboarding is confirmed you can walk away at no cost. Nothing has been invoiced.
• Declining renewal. Give us written notice at least 60 days before the end of the current year and the subscription ends on the last day of that year. Email is fine. We send the renewal invoice at least 30 days before renewal, so a decision is never sprung on you.
• Leaving mid-year. You can stop using VCare at any time, but the year’s fees remain payable and are not refunded, except as set out in section 5. If you are paying monthly, the remaining instalments for the year are still due.
• Price changes never happen mid-year. If we change a price, it applies only from your next renewal and only with at least 60 days written notice, so you can decline renewal instead. Founding clinics keep a rate below Standard for as long as they stay subscribed.

05When we refund#

Refunds are paid by bank transfer to the account the fees came from, within 30 days of the refund being agreed.

06Billing errors and duplicate payments#

If an invoice is wrong, tell us and we correct it before you pay it. If you have already paid an amount that was not due, whether because of our error or a duplicate transfer, we refund the difference in full. Send the invoice number and the payment reference to admin@app-vantrexis.com and we reply within one business day.

07Suspension for non-payment#

If an invoice stays unpaid after its due date, we give at least 14 days written notice before suspending dashboard access, and we restore access promptly once the account is settled. Suspension does not shorten the paid year and does not earn a refund. It also never touches your data: see the next section.

08Your data is never held to ransom#

Whether you leave on good terms, in a dispute or with an unpaid invoice, your clinic’s data comes back to you in a structured, machine-readable format, as the Terms of Service and your data-processing agreement require. We never delete medical records a clinic is legally required to keep, and handback is never made conditional on payment.

09How to ask for a refund#

1. Email admin@app-vantrexis.com with “Refund request” in the subject, or call +65 8837 8515 (Mon-Fri, 9am-6pm SGT).
2. Include your clinic name, the invoice number and, for a breach claim, a copy of the written notice you gave us.
3. We acknowledge within one business day and give you a written decision, with reasons, within 14 days of having everything we need.
4. If you disagree with the decision, the dispute steps in your subscription agreement apply.

10Your signed agreement comes first#

This page is a plain-English statement of the standard terms. If it ever differs from the clinic subscription agreement or order form you signed, the signed document prevails. Nothing here limits any right you have under Singapore law that cannot be excluded by contract.