Refund policy

1. Payments are final

Every Antimicrobe plan is a monthly or annual subscription that gives a facility access to the software, with the limits and features published for that plan on the pricing page. Nothing is sold per use and nothing is sold as credits. What you pay for is access for the billing period, and that access is opened in full when the period starts, whether your team loads one export in it or fifty.

The browser antibiogram builder on this site runs on your own file before you pay anything, and the pricing page states what each plan carries, so the content of a paid plan is known in advance. When you subscribe, the facility requests that the workspace be made available at once, and acknowledges that a statutory withdrawal or cooling-off right, where one would apply, no longer exists after the workspace has been made available.

2. What does not qualify for a refund

None of the following leads to a full or partial refund:

• A change of plan at your facility, a change of mind, or no longer needing the service.
• Low or no use during a paid period. The fee buys access for the period, not a volume of work.
• A renewal that was collected after one or more failed attempts (section 5 explains why it is still due).
• Assuming the payment was one-off. Every plan renews, and this is shown on the pricing page, in the checkout and in the workspace billing section.
• Missing the renewal date, or cancelling shortly after a renewal was charged.
• Disagreement with the wording of a generated summary or readout, or with how a file you loaded was interpreted.
• A feature you expected that is not described for your plan on the pricing page.
• An export that is malformed, incomplete or in a layout the import cannot read.
• Choosing the wrong plan, billing period or number of seats.
• The unused remainder of a period after you cancel. Access continues to the end of the period and is not pro-rated.
• Use of the workspace by someone you gave the link or the sign-in to.

3. The three exceptions

A charge is returned only in one of the cases below, only when the records described in section 6 support it, and only up to the amount of the charge concerned.

• Double charge. A fault in our billing took payment twice for the same period.
• Proven unauthorised charge. Somebody outside your facility paid with your card without permission, this reaches us no later than 14 days after the payment, and both the workspace records and the processor records point the same way. It is the evidence that decides such a claim, not the claim itself, and we can ask for confirmation that the bank behind the card has been told about it.
• Complete failure of the service. Because of a fault that we confirm as ours, no one at the facility could load an export or open a report for an unbroken period, it was reported to us during that period, and we were unable to repair it. A slow screen, a single feature misbehaving, or trouble with your own hospital network, browser, computer or export file is not such a failure.

A refund, where granted, is the whole of our liability for that charge, never exceeds the fee the facility paid for the period in question, is sent back to the same card that was charged, and does not create a right to any further refund.

4. How to ask

Write to support@antimicrobe.ai within 14 days of the charge, from the address the workspace belongs to, naming the payment (its date and its amount) and the exception from section 3 you rely on. Anything arriving after those 14 days is declined unread. We review requests in the order they arrive and reply by email.

Opening a chargeback with your bank without first raising the charge with us breaches our terms of service, and the account is then closed permanently.

5. Renewals, failed payments and cancelling

You can cancel from the billing section of your workspace at any time, without writing to us. Cancelling switches off every later renewal immediately, your access runs to the end of the period already paid, and a cancellation is not treated as a refund request.

The subscription renews on its own until it is cancelled. Each new period opens the workspace for that whole period on its first day, and the fee for it is owed from that day. A declined card leaves that fee owed, and the processor makes further attempts on later days. These retries are the normal handling of one unpaid invoice, not a second charge. Cancelling after a new period has begun stops the renewals after it, but not the payment for the period already running, even when that payment succeeds only on a later retry. To avoid a renewal, cancel before the renewal date shown in the workspace.

6. What you accepted and what we keep

This policy forms part of the terms of service a facility agrees to when it subscribes, alongside the privacy policy. The checkout page names the plan, its price, whether it bills monthly or annually and that it renews, before any card is charged.

Per facility workspace, our side holds when it was bought, which plan at which price the checkout displayed, that the terms were agreed to, the emails sent to you about it, and the record of what was done in the workspace, such as files loaded and reports produced. Our payment processor keeps its own record of each payment, among them the card country, the location the purchase came from and whether the bank verified it with 3D Secure. A claim under section 3 is assessed against these records, and if a chargeback is raised, they are what we send to the card issuer.

Subscriptions bought before this policy was published stay under the terms in force when they were bought.