# Nasal — Refund Policy

**Last updated:** [DATE]

This policy applies to subscriptions purchased on nasal.app by clinicians
and clinical practices.

## Subscription model

Nasal is a software-as-a-service platform sold on a monthly or annual
subscription basis. By subscribing, you agree to recurring charges until
you cancel.

## Refund eligibility

### 14-day cooling-off period

For new monthly subscriptions, you may request a full refund within 14 days
of your initial payment. This applies to your first month only.

For annual subscriptions, the same 14-day period applies from the start of
your subscription.

### After the cooling-off period

We do not provide refunds for:
- Partial months of usage
- Unused time on existing subscriptions
- Subscription cycles that have already begun

You can cancel at any time to stop future charges. After cancellation, you
retain access until the end of your current billing period.

## How to request a refund

Email **hello@nasal.app** with:
- Your account email
- Date of payment
- Reason for refund request

We aim to respond within 3 business days. Approved refunds are processed
through Stripe and may take 5–10 business days to appear on your statement.

## Service issues

If you experience extended service downtime or technical issues that
prevent normal use, contact **hello@nasal.app**. We may issue partial
refunds or service credits at our discretion, evaluated case by case.

## EU consumer law

Slovenia and EU consumer law may grant additional rights to individual
consumers (not businesses with VAT IDs). If you are a consumer purchasing
for personal use, you may have the right to withdraw within 14 days under
the EU Consumer Rights Directive. To exercise this right, email
**hello@nasal.app** before the 14-day period ends.

This right is generally not available for B2B purchases (clinicians
purchasing on behalf of a registered practice).

## Cancellation

You can cancel your subscription at any time:
1. Sign in to your clinician dashboard
2. Open the billing settings (your tier badge in the topbar)
3. Click "Cancel subscription"

Cancellation takes effect at the end of your current billing period. Your
patient data is retained for 90 days after cancellation, allowing you to
re-subscribe if you change your mind. After 90 days, retention is at our
discretion.

## Failed payments

If a payment fails, Stripe will retry the charge over approximately 3
weeks. During this period your account is in "past due" status — existing
patients keep working, but you cannot enroll new patients. After all
retries fail, the subscription is canceled and you fall back to the free
tier (3 patient slots).

## Changes to this policy

We may update this policy. Material changes will be communicated by email
to the address on your account at least 30 days before they take effect.

## Contact

For questions: **hello@nasal.app**