CLARUS® Refund & Cancellation Policy

At CLARUS®, we believe a fair refund policy is part of good faith. We would rather earn your continued trust than hold onto money you no longer feel good about paying. This policy explains, in plain language, exactly when and how you can get your money back, how cancellation works, and what to expect at each step — so you can subscribe with confidence.

This Refund & Cancellation Policy forms part of your agreement with CLARUS® and applies to all paid subscriptions, add-ons, and related services purchased at claruslis.com. It is written to reflect both Egyptian law and the mandatory consumer-protection rights you hold under the law of your own country, whichever gives you the stronger protection.

1.Our Fairness Promise

CLARUS® is built for medical laboratories that depend on us every working day, so we hold ourselves to a simple standard: we only want your money for as long as we are genuinely earning it. We will never use confusing terms, hidden auto-charges, or deliberate friction to keep you subscribed against your wishes.

Three commitments sit at the heart of this policy. First, you can try CLARUS® before you ever pay. Second, your first paid subscription is backed by a 14-day money-back guarantee. Third, you can cancel and export your data at any time — your patient and laboratory data always belongs to you, and we provide open HL7/FHIR export so there is no lock-in.

Where any clause in this policy would give you less than a mandatory right granted by the consumer-protection law of your country, that mandatory right prevails. We will always honour the more generous of the two.

• Free trial with no card charged.
• 14-day money-back guarantee on your first paid subscription.
• Cancel anytime, with a guaranteed data-export window.
• No lock-in: open HL7/FHIR export of your data, always.

2.Free Trial — No Charge, No Card Risk

You can evaluate CLARUS® during a free trial without paying anything. If your trial does not require a payment card, we will simply never charge you; if it ends, the account pauses rather than silently converting into a paid bill.

Where a payment card is collected at sign-up to streamline your later upgrade, we will not charge it during the trial, and we will clearly tell you before any first charge can occur. You may remove the saved card or cancel from the customer portal at any time during the trial, and no charge will follow.

A free trial is meant for genuine evaluation of CLARUS® in your laboratory. Because nothing is paid during the trial, there is nothing to refund for the trial period itself — the money-back guarantee in Section 3 applies to your first paid subscription once it begins.

3.The 14-Day Money-Back Guarantee

Your first paid CLARUS® subscription comes with a 14-day money-back guarantee. If, within 14 calendar days of your first paid charge, you decide CLARUS® is not right for your laboratory, contact us and we will refund the subscription fee for that first billing period in full.

This guarantee is intended for laboratories trying CLARUS® for the first time. It applies to the base subscription fee of your initial paid term. It does not need a reason — "it isn't the right fit" is enough. We may decline repeated or clearly abusive re-subscribe-and-refund cycles on the same instance, and certain consumed or pass-through items described in Section 5 are treated separately.

If your local consumer-protection law grants a longer or unconditional cooling-off period for the purchase, that longer period applies automatically. The 14 days is a floor, not a ceiling.

• Applies to your first paid subscription's base fee.
• Full refund if requested within 14 calendar days of the first charge.
• No reason required.
• A longer statutory cooling-off period, where it applies to you, overrides the 14 days.

4.How to Request a Refund

Requesting a refund is deliberately simple. Email billing@claruslis.com from the address associated with your account, or open in-app live chat and tell us you would like a refund. Either channel reaches the same billing team and starts the same process.

To help us act quickly, include your laboratory or subdomain name (for example, yourlab.claruslis.com), the invoice or payment reference, and a short note about which charge you would like refunded. You do not need to justify your decision for a guarantee-period request under Section 3.

We will acknowledge your request promptly, confirm what is eligible, and tell you the expected timeline before we process anything. If only part of your request is refundable, we will explain exactly why and what the refundable amount is, rather than refusing the whole request.

• Email: billing@claruslis.com (from your account email).
• Or use in-app live chat.
• Helpful to include: subdomain, invoice/payment reference, the charge in question.

5.What Is Refundable vs Non-Refundable

Most of what you pay CLARUS® is refundable under the terms above. The clearest example is the unused, prepaid portion of your subscription. Some items, however, reflect work already done or value already consumed on your behalf, and these are treated differently so that pricing stays honest for everyone.

Refundable items include the unused portion of a prepaid subscription term and the full first-term subscription fee within the Section 3 guarantee window. Non-refundable items are those we have already delivered or paid out: metered add-ons you have actually consumed (for example, message bundles or usage-based modules drawn down during the period), bespoke data-migration and onboarding/configuration work performed at your request, and third-party pass-through fees we paid on your behalf (such as SMS/WhatsApp gateway charges, payment-processor fees, or external integration costs).

We will always show consumed metered usage transparently so you can see what was used before any refund is calculated. Nothing in this section limits a mandatory statutory refund right you may have under your local law.

• Refundable: unused prepaid subscription time; first-term fee within the guarantee window.
• Non-refundable: metered add-ons already consumed during the period.
• Non-refundable: custom data-migration, onboarding, and configuration work already performed.
• Non-refundable: third-party pass-through fees (SMS/WhatsApp gateways, processor fees, external integrations) we already paid for you.

6.Pro-Rated vs Non-Pro-Rated Scenarios

Whether a refund is pro-rated depends on the situation, and we apply the rule that is fairest to you in each case.

Within the Section 3 guarantee window, your first-term subscription fee is refunded in full — not pro-rated — because the guarantee exists to let you change your mind cleanly. Outside the guarantee window, if you cancel a prepaid annual or multi-month term early, we refund the unused full months remaining on a pro-rated basis, after deducting any consumed metered add-ons and non-refundable items from Section 5.

Monthly subscriptions are generally not pro-rated mid-cycle: when you cancel, auto-renewal stops and you keep access until the end of the period you already paid for, rather than receiving a partial-month refund. Where we are clearly at fault — for example, a material failure of the service that we cannot remedy — we will pro-rate or refund beyond these defaults to put things right.

• Guarantee-window first term: full refund, not pro-rated.
• Prepaid annual/multi-month cancelled early: pro-rated refund of unused full months, less consumed/non-refundable items.
• Monthly plans: no mid-cycle proration — access continues to period end.
• Service failure on our side: we go beyond these defaults to make it right.

7.Installment Plans & How Refunds Interact

Some laboratories purchase CLARUS® on an installment schedule — a down payment followed by scheduled installments. Refunds and cancellations interact with installments in a specific way, which we keep transparent so there are no surprises.

If you cancel within the Section 3 guarantee window, we stop all future installments and refund what you have already paid toward the base subscription, less any consumed metered add-ons or non-refundable items. Outside the guarantee window, cancelling stops future installments going forward; amounts already paid cover the access you have already received, and any refund of a still-unused prepaid portion follows the pro-ration rules in Section 6.

Cancelling does not, by itself, erase installment amounts that were already due for periods you have used. Equally, we will never keep charging you for a future you have cancelled — once you cancel, scheduled installments for unused future periods are halted. If your plan was suspended for missed payments and you cancel during suspension, no further installments are taken.

• Guarantee-window cancel: future installments stopped; amounts paid toward base fee refunded (less consumed/non-refundable items).
• Later cancel: future installments halted; already-used periods are not retroactively refunded.
• We never bill installments for periods after you cancel.

8.Cancellation, Auto-Renewal & Your Data-Export Window

You can cancel your CLARUS® subscription or turn off auto-renewal at any time from the customer portal, or by contacting billing@claruslis.com or in-app live chat. Turning off auto-renewal is instant and keeps your service running normally until the end of the period you have already paid for — nothing is cut off early.

Because CLARUS® holds laboratory and patient data on the lab's behalf (with the lab as data controller and CLARUS® as processor), we never delete your data the moment you cancel. After cancellation we provide a clear data-export window during which you can download your records, including open HL7/FHIR exports, so you leave with everything you need. We will tell you the exact window and remind you before it closes.

Only after that export window, and in line with our Privacy Policy and any legal retention obligations, is tenant data securely deleted from active systems and then from encrypted backups on their normal cycle. If you change your mind during the export window, you can usually reactivate without losing data.

• Cancel or disable auto-renewal anytime from the portal, by email, or via live chat.
• Disabling auto-renewal keeps full access until the paid period ends.
• A guaranteed post-cancellation export window with open HL7/FHIR data export.
• Secure deletion only after the window, per the Privacy Policy and legal retention rules.

9.Currency & Settlement Note

CLARUS® displays prices in your local currency for convenience, but billing is settled in Egyptian Pound (EGP). Refunds are issued in EGP, matched to the original settlement of the payment being refunded.

Because your bank or card network performs its own currency conversion when a charge or refund crosses currencies, the amount you see returned in your local currency may differ slightly from the amount originally debited, due to exchange-rate movement and any conversion fees applied by your provider. These differences come from the financial network, not from CLARUS® withholding any part of your refund.

We refund the full eligible EGP amount at the original settlement. Currency-conversion spreads and bank fees on the return are outside our control, and we do not add any handling charge of our own to a refund.

10.Processing Times & Chargebacks

Once a refund is approved, we initiate it promptly — typically within a few business days. After we initiate it, the time for the funds to appear depends on your payment provider and can take additional business days, sometimes longer for cross-border card refunds. We will share the initiation date and reference so you can follow up with your bank if needed.

If you ever believe a charge is wrong, please contact billing@claruslis.com first. We can almost always resolve billing questions faster and more flexibly than a formal chargeback, and we genuinely want to. Opening a chargeback or payment dispute before contacting us can freeze the amount with the processor and slow down the very refund you are seeking.

We reserve our normal rights to contest chargebacks that are inaccurate or that duplicate a refund we have already issued, but our strong preference — and our standing offer — is to settle any honest billing concern directly and fairly with you.

• Refunds initiated within a few business days of approval.
• Funds appear per your provider's timeline (longer for cross-border cards).
• Contact us before raising a chargeback — it's faster and we want to help.
• We won't double-refund, but we will always resolve honest disputes fairly.

11.Contact

For anything about refunds, cancellation, installments, or billing, the fastest routes are billing@claruslis.com and in-app live chat. For wider questions you may also reach support@claruslis.com (general support) or legal@claruslis.com (policy and legal matters).

This policy is governed by the laws of the Arab Republic of Egypt, while fully preserving any mandatory consumer-protection rights you hold under the law of your own country. Wherever your local law is more protective, that protection applies.

• Refunds & billing: billing@claruslis.com
• General support: support@claruslis.com
• Legal & policy: legal@claruslis.com
• In-app live chat is always available.

12.Refunds on Discounted & Promotional Purchases

Refunds are always calculated on the amount you actually paid, not on the undiscounted list price. If you purchased with a coupon, discount, or promotional credit, any refund reflects the net amount that was charged to you after that discount.

Promotional credits, free months, and other non-cash incentives have no cash value and are not separately refundable. If a refund would unwind the qualifying purchase, the related promotional credit is simply removed rather than paid out.

13.Changes to This Policy

We may update this Refund & Cancellation Policy from time to time to reflect changes in our service, our payment providers, or applicable law. When we make a material change, we will post the revised policy at claruslis.com with a new 'last updated' date and, for active subscribers, notify you by email or in-app before it takes effect.

Any change applies only going forward: a refund right that has already accrued on a purchase you made under an earlier version of this policy is honoured under the version in force at the time of that purchase, whichever is more favourable to you.