Refund Policy

At Lerxs, we are committed to providing high-quality healthcare technology solutions. We understand that circumstances may arise where a refund is necessary. This Refund Policy outlines the terms and conditions under which refunds may be issued for our products and services.

1. General Refund Policy

• Lerxs offers refunds under specific circumstances as outlined in this policy.
• All refund requests are subject to review and approval by our Customer Support team.
• Refunds will be processed using the original payment method unless otherwise agreed upon.
• Processing time for approved refunds typically takes 7-14 business days, depending on your financial institution.
• Currency conversion fees, if applicable, are the responsibility of the customer and are non-refundable.

2. Subscription Services

Monthly Subscriptions

You may cancel your monthly subscription at any time. Upon cancellation, you will retain access to the service until the end of your current billing period. No refunds will be issued for partial months.

Annual Subscriptions

Annual subscription refunds are available within the first 30 days of purchase if you have not extensively used the service (defined as less than 10% usage of core features). After 30 days, annual subscriptions are non-refundable, but you may cancel to prevent future charges.

Pro-rated Refunds

In exceptional circumstances, we may offer pro-rated refunds for annual subscriptions at our sole discretion. Factors considered include service downtime, technical issues preventing use, and documented service quality concerns.

Free Trials

We offer free trials for many of our services. If you sign up for a free trial and do not cancel before it ends, you will be charged for the subscription. We do not offer refunds for customers who forget to cancel free trials, so please set a reminder.

3. One-Time Purchases and Professional Services

Digital Products

One-time purchases of digital products (reports, assessments, data exports, etc.) are generally non-refundable once delivered. However, if you experience technical issues preventing access or use of the product, please contact support within 14 days of purchase.

Professional Services

Consulting, implementation, training, and other professional services are non-refundable once delivered. If you are dissatisfied with services before completion, please contact us to discuss options.

Custom Development

Custom development work is non-refundable once work has commenced. A detailed scope and agreement will be provided before any custom work begins.

4. Payment Processing Fees

• Transaction Fees: Payment processing fees (typically 2-5% depending on payment provider) are non-refundable.
• In the event of a refund, the refunded amount will be the amount paid minus any payment processing fees incurred.
• If you were charged incorrectly due to a system error on our part, we will refund the full amount including all fees.

5. Service Outages and Technical Issues

Planned Maintenance

Scheduled maintenance and updates do not qualify for refunds. We will provide advance notice of planned maintenance whenever possible.

Unplanned Downtime

In the event of significant unplanned service disruption (defined as more than 24 consecutive hours of complete service unavailability), you may be eligible for a service credit or pro-rated refund.

Technical Support

Before requesting a refund for technical issues, we ask that you work with our technical support team to resolve the issue. Many technical problems can be resolved quickly with proper support.

Service Credits

For service disruptions, we may offer service credits (additional subscription time) in lieu of monetary refunds at our discretion.

6. Data Services and Compliance Features

Transcription Services

Transcription service fees are non-refundable once processing has begun. If you are dissatisfied with transcription quality, please contact support within 7 days for review and potential reprocessing.

Compliance Documentation

Purchases of compliance documentation packages, templates, or assessments are non-refundable once accessed or downloaded.

Integration Services

One-time integration setup fees are non-refundable once the integration has been configured and tested.

7. Refund Eligibility Criteria

• You must be the original purchaser or an authorized representative of the account.
• The refund request must be submitted in writing through our official support channels.
• You must provide a clear explanation of the reason for the refund request.
• The account must not have violated our Terms of Service.
• For service quality issues, you must have contacted support and allowed us a reasonable opportunity to resolve the issue.
• Refund requests based on "change of mind" will be evaluated on a case-by-case basis within applicable consumer protection timeframes.

8. Non-Refundable Items and Circumstances

• Services or products used beyond the applicable refund eligibility period.
• Accounts terminated for violation of Terms of Service or acceptable use policies.
• Services provided as part of a bundled package or promotional offer (unless the entire package is eligible for refund).
• Third-party services or products accessed through our platform.
• Training sessions or webinars that have already been delivered or attended.
• Renewal charges for subscriptions that were not cancelled before the renewal date (except where required by law).
• Downgrade fees or charges associated with account changes.

9. How to Request a Refund

1. Step 1: Contact our Customer Support team at payment@lerxs.com with "Refund Request" in the subject line.
2. Step 2: Include your account information (email address associated with the account, invoice number, and transaction ID if available).
3. Step 3: Clearly explain the reason for your refund request and include any relevant documentation or screenshots.
4. Step 4: Our team will review your request within 3-5 business days and respond with a decision.
5. Step 5: If approved, the refund will be processed within 7-14 business days to your original payment method.

Note: You may be asked to provide additional information or documentation to verify your identity and the refund request.

10. Cancellation Policy

Subscription Cancellation

You may cancel your subscription at any time through your account settings or by contacting customer support.

Effect of Cancellation

Upon cancellation, you will retain access to paid features until the end of your current billing period.

Data Retention

After cancellation, your data will be retained for 30 days, after which it will be permanently deleted in accordance with our Privacy Policy and data retention schedule.

Reactivation

You may reactivate a cancelled subscription within 30 days without loss of data. After 30 days, you will need to start as a new customer.

Auto-Renewal

Subscriptions automatically renew unless cancelled before the renewal date. We send reminder emails 7 days before renewal.

11. Special Circumstances and Exceptions

Medical or Personal Emergencies

We understand that unexpected circumstances arise. If you experience a medical emergency or personal hardship that prevents you from using our services, please contact us to discuss your situation.

Duplicate Charges

If you were charged multiple times for the same service due to a technical error, we will refund the duplicate charges immediately and in full, including all fees.

Unauthorized Charges

If you believe charges were made without your authorization, please contact us immediately and also report it to your financial institution.

Service Changes

If we make significant changes to our service that materially reduce functionality, existing customers may be eligible for a refund within 30 days of the change.

12. Chargebacks and Disputes

• We encourage customers to contact us directly before initiating a chargeback with their financial institution.
• Initiating a chargeback without first contacting us may result in immediate account suspension.
• Chargebacks for legitimate services or products that have been provided may be contested.
• If you dispute a charge with your financial institution, we may suspend your account until the matter is resolved.
• Accounts that initiate fraudulent chargebacks may be permanently banned from our services.
• We maintain detailed transaction records and will provide these to financial institutions when chargebacks are disputed.

13. Consumer Rights and Legal Compliance

Nigerian Consumer Rights

Nigerian customers have statutory rights under Nigerian consumer protection laws. This policy does not affect your statutory rights.

Healthcare Services

Refund terms for healthcare-related services may be subject to additional regulatory requirements under Nigerian law.

Local Laws

Where Nigerian consumer protection laws provide greater rights than this policy, those laws will prevail.

Disputes

If you disagree with our refund decision, you may escalate the matter to our management team or seek resolution through applicable Nigerian consumer protection agencies.

14. Changes to This Refund Policy

• We reserve the right to modify this Refund Policy at any time.
• Changes will be effective immediately upon posting to our website unless otherwise stated.
• We will notify existing customers of material changes via email at least 30 days before the changes take effect.
• Continued use of our services after changes to this policy constitutes acceptance of the modified terms.
• Refund requests for purchases made before policy changes will be evaluated under the policy in effect at the time of purchase.

15. Contact Information

For refund requests, questions about this policy, or to discuss your specific situation, please contact:

We aim to respond to all refund requests within 3-5 business days.

16. Acknowledgment and Acceptance

By making a purchase or subscribing to any Lerxs service, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. If you do not agree with any part of this policy, please do not make a purchase or contact us to discuss your concerns before proceeding.

17. Good Faith Commitment

Lerxs is committed to fair dealing and customer satisfaction. While this policy outlines our formal refund terms, we evaluate each request individually and will work with you in good faith to find a fair resolution. If you have concerns about our service or billing, please reach out to us—we are here to help.