Refund & Cancellation Policy

1. Who we are and what this policy covers

1.1 This Refund & Cancellation Policy (this "Policy") is issued by Vanta (Private) Limited ("Vanta", "we", "us"), a company incorporated in Pakistan. You can reach us at info@healthease.app.

1.2 It applies to paid subscriptions to HealthEase, our clinic and hospital management software, and to the free trial. It forms part of your agreement with Vanta alongside the HealthEase Subscription Agreement (our customer terms of service) and, where applicable, your order form or subscription confirmation. If a signed order form or written agreement with Vanta states different refund or cancellation terms, that document prevails.

1.3 Definitions used here: "Customer" or "you" means the organisation subscribing to HealthEase; a "Billing Period" means the period (monthly, annual, or as otherwise agreed) covered by an invoice or agreed fee.

2. How billing and payment work

2.1 Online payment. Subscription fees for paid HealthEase plans may be paid online — by online card payment (for example, debit or credit card) — through our website or the service. Online card payments are processed securely via the UBL payment gateway, operated by United Bank Limited ("UBL"), a licensed commercial bank in Pakistan acting as our payment processor and acquiring bank; Vanta does not itself collect or store your full card numbers, which are handled by UBL under its own PCI-DSS-compliant security standards and terms.

2.2 Invoice and bank transfer. Payment by invoice and direct bank transfer remains available by arrangement with Vanta, for example for annual or enterprise plans agreed on an order form.

2.3 Currency. Unless otherwise agreed in writing, fees are stated, invoiced, and charged in Pakistani Rupees (PKR). Where you pay online, the amount charged is the amount presented to you at checkout or on the applicable invoice for the relevant Billing Period.

2.4 No charge without a paid subscription. You are only charged for a paid subscription you have taken out. The free trial requires no payment card and involves no charge (as explained in the free-trial terms below), and cancelling a paid subscription in the way described below stops charges for future Billing Periods. Non-payment of fees that are due affects your access as described below under the effect of non-payment.

3. The free trial — no charge, nothing to refund

3.1 We offer a free trial of HealthEase, which is provided at no charge and requires no payment card. No payment is taken for the trial, so no refund can arise from it.

3.2 The trial runs for a free trial period, the length of which is stated when you sign up. It is capped at 100 patients per calendar month, does not include AI features unless separately agreed in advance in writing, and is limited to one trial per organisation. The full terms of the trial — including what happens when it ends — are set out in the Free Trial & Promotional Offer Terms.

4. Cancelling a subscription

4.1 How to cancel. You may cancel your subscription by written notice to wecare@healthease.app from an authorised contact of your organisation. If you have any difficulty, email us at the same address and we will help you complete the cancellation in writing. We will confirm the cancellation and the effective date in writing.

4.2 When cancellation takes effect. Unless your order form says otherwise, cancellation takes effect at the end of the current Billing Period. You retain access to the service until then.

4.3 Notice. Unless your order form specifies a notice period, written notice of cancellation received before the end of the current Billing Period takes effect at the end of that Billing Period. Where your order form does specify a notice period, that period applies.

4.4 Cancellation does not relieve you of the obligation to pay fees already due for the current Billing Period or for services already delivered.

5. Effect of non-payment

5.1 If agreed fees are not paid when due, Vanta may, after reasonable notice, place the account into a read-only grace period (data can be viewed and exported, but not created or modified) and thereafter lock the account.

5.2 Patient safety rule: read access to already-created patient records is never hard-locked while the data remains on the platform, regardless of payment status (see the Subscription Agreement). Commercial disputes will not be allowed to jeopardise access to existing patient records; contact us and we will use reasonable efforts to arrange reading or exporting patient data on request.

6. Refunds

6.1 General rule: we do not refund. To the maximum extent permitted by applicable law, all subscription fees are strictly non-refundable once paid, and no refund or credit is given for partial Billing Periods, unused months, unused capacity, reduced usage, or early cancellation. If you cancel mid-period, you keep access until the end of the paid period, but the subscription fee for that period is not returned, in whole or in part. Additionally, usage credits are non-transferable and non-refundable.

6.2 Why: subscription pricing is set on the basis of committed periods; this is reflected in the rates you are offered.

6.3 Exceptions — where a refund or credit is given. We will refund or credit:

(a) any amount charged in error (for example, a duplicate online charge, a duplicate invoice paid twice, an amount charged after a cancellation had already taken effect, or an arithmetic error), promptly on verification;

(b) any pre-paid fees for periods after the effective date of termination where you terminate for Vanta's material uncontested breach in accordance with the Subscription Agreement, or where Vanta terminates for convenience (not for your breach) — in each case pro-rata for the unused remainder of the pre-paid period;

(c) anything Vanta has separately agreed in writing to refund (for example, a service-credit arrangement in an order form); and

(d) anything we are required by applicable law to refund. Nothing in this Policy limits any non-waivable statutory refund, cancellation ("cooling-off"), or consumer right that applies to you under the law of your jurisdiction; where such rights apply, they prevail over this Policy.

6.4 How refunds are paid. Approved refunds are returned to the original payment method used for the payment (for example, the same card used for an online card payment, or the bank account from which an invoice arranged with Vanta was paid), unless that method is no longer available or we agree an alternative with you in writing, and within any timeframe required by applicable law. Refunds are made in the currency in which the original payment was made (normally PKR).

6.5 Processing timeframe. Approved refunds are initiated to your original payment method within 7–10 business days of approval. The time for the funds to then appear in your account depends on your bank or card issuer and is outside Vanta's control.

6.6 How to request a refund. Send your request to wecare@healthease.app with:

(a) your organisation name and the invoice number or online-payment reference;

(b) the amount and date of the payment; and

(c) the reason for the request, identifying which of the refund exceptions listed above you believe applies.

We will acknowledge the request, verify it against the refund exceptions listed above, and confirm the outcome in writing. If the refund is approved, it is paid to your original payment method and initiated within the processing timeframe, each as described above.

7. Your data when you leave

7.1 You can take your data with you. On cancellation, termination, or non-renewal, you may export your data. Vanta provides an export in a machine-readable format (with human-readable records available), so there is no proprietary lock-in.

7.2 After termination, a 60-day export window applies during which your data remains available for export on request. After that window, your data is deleted in accordance with the HealthEase Data Processing Agreement and our retention schedule, and a deletion confirmation is issued. (Limited billing and legal records are retained where required by law, e.g. tax law.)

7.3 We recommend completing your export before your paid access ends, while your account is fully active. You are responsible for exporting your data within the applicable export window, as also noted in the customer-responsibilities terms below. If you need assistance with an export after access has ended, contact wecare@healthease.app.

7.4 Nothing in this part of the Policy overrides the patient-safety rule described above: read access to already-created patient records is never hard-locked while the data remains on the platform, regardless of payment status.

8. Changes to pricing and to this Policy

8.1 Vanta may change subscription pricing with effect from your next renewal, with reasonable advance notice. Price changes never apply retroactively to a period you have already paid for.

8.2 Vanta may update this Policy from time to time. The "Last updated" date above reflects the current version. Material changes will be notified to active customers and apply from the next Billing Period, not retroactively.

9. Warranties, liability and customer responsibilities

9.1 Service provided "as is". Except for any express warranties Vanta gives in a signed order form or in the Subscription Agreement, and to the maximum extent permitted by applicable law, HealthEase and all related services are provided on an "as is" and "as available" basis, without warranties or conditions of any kind, whether express, implied, or statutory, including any implied warranties of merchantability, satisfactory quality, fitness for a particular purpose, non-infringement, or uninterrupted or error-free operation. This Policy governs billing, cancellation, refunds, and data export on exit only; the full warranty disclaimers apply as set out in the Subscription Agreement.

9.2 Record-keeping tool, not medical advice. HealthEase supports the Customer's own record-keeping and clinic workflow. It is not a medical device and does not provide clinical, diagnostic, or treatment advice. All clinical decisions, and the accuracy and completeness of the data entered, remain the responsibility of the Customer and its licensed staff, who remain the custodian of the medical record.

9.3 Limitation of liability. This Policy is subject to the limitations of liability in the Subscription Agreement. To the maximum extent permitted by applicable law: (a) Vanta's total aggregate liability arising out of or in connection with this Policy and its subject matter (billing, cancellation, refunds, and data export or deletion on exit) is limited as set out in the Subscription Agreement; where no such agreement is in force, or to the extent its cap is held not to apply, Vanta's total aggregate liability shall not exceed the greater of (i) the fees paid by the Customer to Vanta for the service in the twelve (12) months preceding the event giving rise to the claim, or (ii) the nominal fallback amount stated in the Subscription Agreement; and (b) Vanta shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, business, anticipated savings, or goodwill, or any loss or corruption of data, in each case however caused and whether or not foreseeable.

9.4 Events beyond our control and third-party services. To the maximum extent permitted by applicable law, Vanta is not liable for delays or failures in billing, cancellation, refund, or data-export processing caused by events beyond its reasonable control, including force-majeure events and the acts, omissions, or outages of third parties (for example banks, payment processors, or hosting providers).

9.5 Customer responsibilities. The Customer is responsible for: keeping its billing and authorised-contact details current; the accuracy of the data it enters; managing its own users and credentials; ensuring it has a lawful basis and any necessary consents for the data it processes in the service; paying agreed fees when due; and exporting its data within the applicable export window described in the data-export terms above. To the maximum extent permitted by applicable law, Vanta is not liable for loss arising from the Customer's failure to export its data before that window closes.

9.6 Non-excludable liability. Nothing in this Policy excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for gross negligence where it cannot lawfully be excluded, or under non-excludable statutory consumer or data-protection rights. Where any exclusion or limitation in this part of the Policy is held unenforceable, the remaining exclusions and limitations continue to apply.

10. Governing law

10.1 This Policy is governed by the laws of Pakistan, and the courts of Islamabad have exclusive jurisdiction. This is subject to two carve-outs stated in this Policy: any non-waivable statutory refund, cancellation, or consumer rights that apply to you prevail over this Policy, and nothing in this Policy excludes or limits liability that cannot lawfully be excluded or limited.

11. Contact

For billing, cancellation, and refund requests, and for help with data exports:

• Email: wecare@healthease.app

For general questions about this Policy:

• Email: info@healthease.app
• Website: https://healthease.app