Refund & Cancellation Policy

This policy is for clinics, treatment centres and other organisations ("the clinic") that buy a BetterStep clinic plan on betterstep.io. The plan gives the clinic's members Premium access to the BetterStep app for the period the clinic pays for. By paying, the clinic agrees to this policy and to our Terms of Use.

• The plan. A clinic plan covers a number of member seats for a billing period (for example one month or one year). The seats, the period, the price and the currency are shown on the payment page before you pay. • The price. The price shown is the full price. Any tax the law requires is included or shown separately before you pay. • Payment. Payment is made by bank card through our payment provider, Keepz. We never see or store your full card number. • Receipt. We send a receipt to the clinic's email address after each payment.

Clinic plans are prepaid for the billing period you choose. If your plan renews automatically, we say so on the payment page before you pay, and we email you at least 7 days before each renewal charge with the amount, the date and how to cancel. If the price is going up, we tell you at least 30 days before the new price applies, and you can cancel before then.

You can cancel at any time, at no cost, in one of two ways: • email us at info@betterstep.io from the clinic's registered email address; or • use the subscription settings in the BetterStep clinic dashboard, where available. Cancellation takes effect at the end of the current paid period. Your members keep their Premium access until then, and we do not charge you again after that. When the period ends, your members keep their accounts and their data, and the app continues to work on the free plan.

• First 14 days. If you ask within 14 days of your first payment for a plan, we refund that payment in full, provided your members have not started using the plan (no member has activated a seat). If seats have been activated, we may refund the unused part of the period instead. • Our fault. If we charge you twice, charge the wrong amount, or if BetterStep is unavailable for more than 5 consecutive days because of us, we refund the affected amount or the unused part of the period, at your choice. • If we end the service. If we stop offering BetterStep, or close your clinic account for a reason other than a breach of our Terms, we refund the unused part of any prepaid period. • Otherwise. After the first 14 days, payments are not refundable for partly used billing periods, unless the law requires a refund. Refunds go back to the card you paid with. They usually appear within 5 to 10 business days, depending on your bank.

Email info@betterstep.io with the clinic name, the payment date and amount, and the reason. We answer within 3 business days and tell you whether the refund is approved and when to expect it. If something looks wrong with a charge, please contact us first before disputing it with your bank. We resolve almost all cases directly.

We may update this policy. If a change affects a plan you already pay for, we email you at least 30 days before it applies. The current version is always at betterstep.io/refund-policy.