1. Digital Service Policy
DawaSphere is a cloud software subscription, not a physical product. Once access is provisioned and the service is used, returns are not applicable in the traditional goods sense.
2. Free Trial
Where a free trial is offered, pharmacies should evaluate the product during the trial before purchasing a paid subscription.
3. Subscription Refunds
Subscription fees are generally non-refundable after the billing period starts, except where required by law or where DawaSphere confirms a duplicate charge, technical billing error, or service activation failure caused by DawaSphere.
4. Refunds May Be Considered For
- Duplicate payment for the same pharmacy and billing period.
- Payment captured but account access was not provisioned due to a DawaSphere system error.
- Incorrect amount charged compared with the confirmed plan price.
- Written cancellation request submitted before paid service activation.
5. Non-Refundable Items
- Completed monthly or yearly subscription periods.
- Implementation, setup, training, customization, data import, or consulting work already delivered.
- Accounts suspended for breach, misuse, false information, or unlawful activity.
6. Refund Request Process
Email support@mediledger.com within 7 days of the disputed charge. Include pharmacy name, account email, invoice or transaction reference, payment date, amount, and reason.