Last updated: July 2026 (revision 1)
This Refund Policy explains how Baselayer.med handles subscription Fees, cancellations, billing errors and refund or credit requests. It should be read together with our Terms and Conditions (especially section 8 — Subscriptions, Fees and Payment) and, where applicable, our Master Service Agreement.
Payment processors and card networks rely on a clear refund policy. The rules below describe what happens when a Practice wants its money back, cancels mid-cycle, or believes it was billed in error.
1.1 Baselayer.med is a subscription Software-as-a-Service product. Subscription Fees are generally payable in advance and, unless required by law or expressly stated in this Policy, are non-refundable.
1.2 We offer a free trial (currently sixty (60) days) so Practices can evaluate the Platform before any paid billing begins. Cancelling during the trial avoids paid charges for the Platform subscription, subject to section 3.
1.3 Nothing in this Policy limits rights that cannot be excluded under South African consumer or other mandatory law where such law applies.
2.1 This Policy applies to Fees charged by Baselayer.med for access to the Platform (Solo, Practice and any other published subscription plans), processed via our Subscription Provider through debit-order or card payment.
2.2 This Policy does not cover: (a) amounts a Practice charges its own patients through Baselayer Billing or any external accounting integration; (b) medical-aid claim payouts or shortfalls; (c) third-party provider fees (for example MedPrax, messaging, telehealth infrastructure or accounting software billed separately to the Practice); or (d) hardware sold off-platform.
3.1 Eligible new Practices may start with a free trial as presented at sign-up or on the pricing page (currently sixty (60) days). Trial terms shown at sign-up prevail if they differ from this summary.
3.2 If the Practice cancels before the trial ends, and no paid Subscription period has started, no Platform subscription Fee is due for the trial period.
3.3 If the Practice does not cancel before the trial ends, billing may begin according to the plan and mandate authorised at sign-up. From that point, section 4 applies.
4.1 Fees, billing intervals and plan details are presented at sign-up or in the Platform and may be updated on notice as described in the Terms.
4.2 Unless required by law, Fees are non-refundable, including for unused time in a billing period after cancellation, partial months, unused seats / features, or dissatisfaction after the free trial has ended.
4.3 Failure to pay may result in suspension or termination of access under the Terms. Reinstatement may require payment of outstanding Fees.
5.1 The Practice may terminate its Subscription and/or stop using the Platform at any time, subject to any applicable billing terms or minimum commitment presented at sign-up.
5.2 Cancellation stops future renewals. It does not automatically entitle the Practice to a refund of Fees already paid for the current billing period.
5.3 After cancellation, the Practice should request a Practice Export (or written export assistance) before access ends, as described in the Terms and Data Processing Agreement.
5.4 To cancel, use the in-product subscription / billing controls where available, or email hello@baselayer.med from an authorised Admin address.
6.1 We will consider a refund or account credit in the following cases:
6.2 Refunds and credits are not typically available for:
6.3 Approved refunds are returned to the original payment method where the Subscription Provider allows it; otherwise we may issue an account credit. Processing times depend on the bank or card network and typically take several business days after we instruct the Subscription Provider.
7.1 Contact hello@baselayer.med within a reasonable time of the charge (preferably within fourteen (14) days), from an authorised Admin email, and include:
7.2 We will review the request in good faith and respond with the outcome (approved refund, credit, or decline with reasons). Complex cases may require verification of identity and Admin authority.
8.1 Subscription Fees are collected by our Subscription Provider via debit-order or card payment. Bank-account or card details captured for the Platform subscription are submitted to the Subscription Provider; Baselayer.med does not store full bank-account or card numbers used for that purpose (see the Privacy Policy).
8.2 Refunds, voids and credits are executed through the Subscription Provider's systems. Baselayer.med can instruct those actions for approved cases but cannot control bank posting times or card-scheme rules.
9.1 If you believe a charge is incorrect, please contact us first so we can investigate and, where appropriate, refund or credit without a formal chargeback.
9.2 Filing a chargeback while a good-faith refund request is pending may delay resolution. We may share transaction and Account evidence with the Subscription Provider and card scheme as needed to respond to a dispute.
9.3 Abusive or fraudulent chargebacks may result in suspension or termination of the Account under the Terms.
10.1 iPads or other hardware sold separately (off-platform) are subject to the seller's own terms and are outside this Refund Policy unless a separate written agreement says otherwise.
10.2 Fees charged by third parties the Practice uses alongside Baselayer.med (accounting software, medical-aid schemes, laboratories, messaging overages outside our plan, and similar) must be disputed with those providers directly.
11.1 We may update this Refund Policy from time to time. Material changes will be posted on this page with an updated revision date. The version in force at the time of a charge generally applies to that charge, unless a later version is more favourable to the Practice or required by law.
12.1 Billing and refund enquiries: hello@baselayer.med
12.2 Related documents: Terms · Privacy Policy · MSA