Version 1.0
Refund and Cancellation Policy
1. What this policy is for
1.1 This policy says when Support+ gives money back, and when it does not. It is written so a practice knows the answer before it pays, not after.
1.2 It sits alongside the Terms of Service. Where both speak, they say the same thing — §11.1 of the Terms is the source of §3 and §4 below, word for word in substance.
2. What you are buying
2.1 A Support+ subscription is a licence to use the service for a period, paid in advance. It is not a purchase of goods and nothing is shipped.
2.2 Prices are shown on the pricing page and at checkout, in US dollars (USD) unless the checkout says otherwise. The price you are charged is the price shown at the moment you pay.
2.3 Access is granted immediately once payment is confirmed. There is no delivery period and no waiting.
3. Cancelling
3.1 A practice may cancel at any time, from Billing inside the product. No notice period and no reason is required.
3.2 Cancellation takes effect at the end of the period already paid for, and the service keeps working until then. A practice does not lose the days it has bought by cancelling early.
3.3 Support+ does not renew automatically without asking. A renewal is a new payment the practice chooses to make.
4. Refunds
4.1 Support+ does not refund a period that has already started. Access was available for that period and cancellation ends the next one, not the current one.
4.2 There are two exceptions, and in both the practice is refunded for the time it did not get to use:
- Support+ ends the agreement for its own convenience;
- Support+ withdraws the service, or a part of it the practice depends on.
4.3 Support+ also refunds a payment that should never have been taken — a duplicate charge, a charge after cancellation, or a charge for an amount other than the one shown at checkout. This is a correction, not an exception, and no practice has to argue for it.
4.4 An approved refund goes back to the card or account that paid, and to no other. Support+ cannot send it anywhere else. Allow up to 14 days for it to appear; the time depends on the bank, not on Support+.
5. WhatsApp credit
5.1 WhatsApp credit is prepaid and consumed as messages are sent. Credit already spent cannot be returned, because the messages were sent.
5.2 Unused credit stays on the practice's account. Credit never expires and belongs to the practice, so it is still there if the practice comes back, and it is not paid out in cash when a subscription ends.
6. What cancelling does NOT do
6.1 Cancelling does not delete a practice's records. Support+ does not destroy a person's file because an invoice went unpaid. The Data Processing Agreement sets the retention and deletion periods, and the Terms set a floor below which deletion does not happen.
6.2 A practice is responsible for keeping its own records for as long as its profession or its regulator requires — in Lebanon, Article 29 of the Code of Medical Ethics sets ten years for a medical file. Export before you cancel.
7. How to ask
7.1 Write to info@supportplusapp.com with the practice name and the payment date, or telephone +961 76 500 665. Support+ answers within 5 working days.
7.2 If you believe a charge is wrong, write before asking your bank to reverse it. A correction under §4.3 is faster than a dispute, and it does not put the practice's access at risk while the bank investigates.
8. Changes
8.1 Support+ may change this policy. The version that applies to a payment is the version published when that payment was made, and changing this page does not change a refund already owed.