Refund & Cancellation Policy

A TrustClinic subscription is a software-as-a-service licence that gives a surgeon access to additional Platform features for the duration of their billing period:

• Premium ($150/month or annual equivalent): up to 50 patient leads per month, the ability to respond to reviews, and enhanced profile placement.
• Elite ($500/month or annual equivalent): unlimited patient leads, review responses, and premium profile placement.

Subscriptions do not guarantee a specific number of leads, patient bookings, or revenue outcomes. You are paying for access to the feature set, not for a business result.

All payments are processed by Stripe. Subscription fees are charged in advance for the billing period you select (monthly or annual). The same payment method on file is automatically charged on each renewal date until you cancel.

You will receive an emailed receipt from Stripe for every successful charge. Receipts are also available from your TrustClinic dashboard.

You can cancel your subscription at any time from your TrustClinic dashboard under Settings → Subscription, or by emailing billing@trustclinic.co from the email on file.

Cancellation takes effect at the end of the current billing period. You retain access to paid features through the end of that period. We do not pro-rate unused time on monthly or annual plans.

After cancellation your account reverts to the Basic (free) plan and your profile remains live. You can resubscribe at any time.

Subscription fees are generally non-refundable. By subscribing you acknowledge that the service begins immediately on payment and that you are paying for access during the billing period, regardless of how often you use it.

We will issue a refund only in the following cases:

• Duplicate charge. If you were charged twice for the same period due to a technical error, we refund the duplicate in full within 5 business days.
• Billing after cancellation. If we billed you after a confirmed cancellation, we refund the erroneous charge in full.
• Material Platform outage. If TrustClinic is unavailable for more than 72 consecutive hours due to our infrastructure (not third-party outages or force-majeure events), we issue a pro-rata service credit applied to the next renewal.
• Statutory consumer rights. Where mandatory consumer-protection law in your jurisdiction grants a refund right we cannot waive, we honour it.

Refunds are issued to the original payment method via Stripe within 5–10 business days of approval. Bank posting times vary.

• Unused portions of a monthly or annual plan after cancellation.
• Plan downgrades mid-cycle (the lower price applies starting from the next renewal).
• Periods during which your account was suspended for violating our Terms or Acceptable Use Policy.
• Lead-volume below your plan’s cap. We do not guarantee a minimum number of leads.
• Patient no-shows, cancellations, or conversions. TrustClinic is paid for access to leads, not for the patient’s subsequent behaviour.

If a renewal payment fails, Stripe will retry the charge up to four times over seven days. We notify you by email on each attempt. If all retries fail, your subscription downgrades to the Basic plan and paid features pause until billing is restored. Your profile and historical data are preserved.

Before initiating a chargeback with your bank, please email billing@trustclinic.co. Most billing questions are resolved within 2 business days and a chargeback can take weeks to process while incurring fees on both sides.

If a chargeback is filed and the underlying charge was valid (i.e. issued in accordance with this policy and our Terms), we will respond to your bank with evidence and may suspend your account pending resolution. Repeated invalid chargebacks may result in account termination.

We may change subscription prices for future billing periods. If we do, we will notify existing subscribers by email at least 30 days before the new price takes effect. You may cancel before the new price applies if you do not accept it. Prices already paid for the current period are not affected.

Billing questions, refund requests, or cancellation help:

B2A Consulting - FZCO (trading as TrustClinic)
Attn: Billing
DSO-IFZA, IFZA Properties, Dubai Silicon Oasis, Dubai, UAE
billing@trustclinic.co