This policy explains how a business can cancel its Telemed-OS subscription, when fees are refunded, and what happens to its account and data after cancellation. If you are a patient, see section 6: refunds for care and prescriptions are handled by the business you bought from.
1. Who this policy covers
Telemed-OS LLC ("Telemed-OS", "we", "us") provides the Telemed-OS platform to businesses ("you") under a platform agreement. This policy applies to fees you pay us for the platform, including subscription fees, set-up and onboarding fees, and any add-on services.
Your platform agreement, order form or statement of work may set different terms, such as a minimum commitment or a different notice period. If it does, those terms control over this policy.
2. Cancelling your subscription
- Monthly plans. You can cancel at any time by giving us at least thirty (30) days' written notice. Cancellation takes effect at the end of the billing period in which the notice period ends, and you keep full access until then.
- Annual and fixed-term plans. These run for the full term you signed up for. To stop a plan from renewing, give us written notice at least thirty (30) days before the renewal date. Cancelling during a term ends the plan at the end of that term.
- Downgrades. Removing locations, users or add-ons takes effect at the start of your next billing period.
Fees for the remaining period are still due when you cancel, unless section 3 or your platform agreement says otherwise.
3. Refunds
Fees are billed in advance and are non-refundable, except in these cases:
- Billing errors. If we charge you twice, charge the wrong amount, or charge you after your cancellation took effect, we will refund the difference in full. Please tell us within sixty (60) days of the charge.
- Set-up fees before work starts. If you cancel before onboarding begins, we will refund any set-up or onboarding fee in full. Once we have started building your branded site, portal or dashboard, set-up fees are non-refundable.
- Our breach or our cancellation. If we cancel your service for reasons other than your breach, or you end the agreement because we materially breached it and did not fix the problem in time, we will refund the prepaid fees for the unused part of your billing period or term, prorated by day.
We do not give refunds or credits for partial months, unused users or locations, or periods when you did not use the platform. Any service-level credits are set out in your platform agreement. Approved refunds go back to the original payment method, normally within ten (10) business days.
4. After cancellation
- Exporting your records. You can export your patient records, prescription history and audit logs from the dashboard at any time before cancellation takes effect, and for thirty (30) days afterwards on request.
- Patient health information. After the export period, we return or destroy the protected health information we hold for you, as set out in our Business Associate Agreement.
- Your branded site and portal. Your website, patient portal and forms stop working when cancellation takes effect. Domains you own stay yours; point them elsewhere before that date.
- Patients and prescriptions in progress. New requests can no longer be submitted, reviewed or routed once cancellation takes effect. You remain responsible for continuity of care, including telling your patients and arranging for any open requests to be completed.
5. Cancellation by Telemed-OS
We may suspend or end your service if you do not pay undisputed fees after notice, if you materially breach your platform agreement or our Business Associate Agreement, or if continuing would break the law. Where we can, we will give you notice and a chance to fix the problem first, and you will still be able to export your records as described in section 4.
6. For patients
Telemed-OS provides software to the business you buy from; we are not the seller of your care. Payments for consultations, prescriptions, treatments or memberships are made to that business, even when they are processed through its website or portal, and that business sets its own refund and cancellation terms. Medications are dispensed and priced by the pharmacy that fills them.
To cancel a membership or ask for a refund, please contact the business directly using the details on its website. If you cannot reach it, email us at [email protected] with the business name and we will pass your message on. Please do not include health information in your email.
7. How to cancel or request a refund
Email [email protected] from an account owner's or administrator's email address. Include your business name and, for a refund, the invoice number and the reason. Written notice by email counts as notice under this policy. We reply within one business day and confirm the date your cancellation takes effect.
8. Changes to this policy
We may update this policy by posting a new version on this page and changing the "Last updated" date. Changes do not apply to fees you have already paid. If a change affects you materially, we will tell you by email at least thirty (30) days before it takes effect.
Questions about this policy can be sent to Telemed-OS LLC at [email protected].