Leaving, and Getting Your Money Back
Cancelling should be as clear as signing up. Here is exactly how to stop a subscription, when a refund is genuinely due, and how long the money takes to come back.
1. The Short Version
HealthGridERP is sold as a subscription, so you pay for a period before you use it. That shapes everything below: stopping the service is instant and free, but money already paid for a period comes back only in specific circumstances. Read this alongside our Terms & Conditions.
Try before you buy: every hospital gets a 14-day trial with the full feature set and no card on file. Nothing is charged until you decide to stay.
2. How Billing Works
- Pick a monthly or a yearly cycle. Yearly costs less per month; monthly gives you more room to change your mind.
- Each cycle renews on its own until you cancel, so the service never lapses mid-consultation.
- Charges are raised at the start of a period, for that period — never in arrears.
- The 14-day trial is genuinely free and rolls into a paid plan only once you choose one.
3. Cancelling Your Plan
- Cancel from your admin dashboard, or send our team a line — both work, neither requires a phone call you have to argue through.
- Nothing switches off on the spot. You keep everything you paid for until the current period runs out.
- When it does, the workspace drops to read-limited and paid modules close.
- Export your records before that date. Retention timelines are set out in the Privacy Policy.
- Changed your mind? Reactivating before the erase window closes brings the workspace back exactly as it was.
4. When a Refund Applies
Fees paid up front are, as a rule, not returned — you booked the capacity and we reserved it. There are three honest exceptions where we will refund without an argument:
- We charged you twice. Any duplicate or mistaken charge on our side is returned in full, whether or not you spotted it first.
- The platform failed you. A confirmed fault in core functionality that we cannot put right in reasonable time earns a refund for the affected period.
- A brand-new annual plan, within 7 days. If the workspace was barely touched, tell us inside a week of the first charge and we will unwind it.
Approved refunds go back to the card or account that paid, and are prorated where part of the period was genuinely used.
5. What We Cannot Refund
- Periods that have already been and gone.
- One-off work — onboarding, migrating your old records, training sessions, bespoke customisation — once it has been delivered.
- Add-ons and usage-based charges you have already consumed, such as messages sent.
- A renewal you meant to cancel but did not, after the renewal date has passed.
- Accounts we suspend for breaching the Terms & Conditions.
6. Asking for One
One email does it. Include these and we can usually decide without a second round of questions:
- Your registered hospital name and the email the account sits under.
- The invoice number and the date of the charge in question.
- What went wrong, in your own words.
- Send it to healthgriderp@gmail.com — we reply within 5 working days.
7. How Long It Takes
We release an approved refund to the original payment method immediately. From there it is out of our hands: banks and card networks typically take another 7 to 14 working days to post it. If two weeks pass with nothing showing, come back to us with the reference number and we will chase the processor ourselves.
8. Talk to Billing
Anything about cancellations, invoices or refunds reaches the same team.