This Refund Policy describes the circumstances under which YourTurn Medical (“we”, “us”, or “our”) will process refund requests for subscription fees and SMS credit purchases made through our platform. All payments are processed via PayHere.
1. Subscription Plans
YourTurn Medical offers monthly and annual subscription plans for clinics. Charges are applied at the beginning of each billing cycle and are denominated in Sri Lankan Rupees (LKR). By subscribing, you agree to the billing terms in our Terms & Conditions and the payment terms of PayHere.
2. Refund Eligibility — Subscriptions
Refunds for subscription fees are considered in the following circumstances:
- Duplicate charge: If your clinic was charged more than once for the same billing period due to a technical error, the duplicate amount will be refunded in full.
- Extended service outage: If the platform was completely unavailable for more than 72 consecutive hours during your paid billing period due to causes within our control, a pro-rated credit or refund may be issued at our discretion.
- New subscription — change of mind: If you contact us within 48 hours of your first charge and have not used any paid features (queue sessions, SMS sends, etc.) during that period, we will review your request on a case-by-case basis.
- Annual plan — early cancellation: Annual subscriptions may be refunded on a pro-rated basis within 14 days of the annual renewal date, provided usage during that period has been minimal.
3. Non-Refundable Items
The following are not eligible for refunds:
- Monthly subscription fees for a billing period that is already underway and has been used
- Annual subscription fees after 14 days from the start of the annual period
- SMS add-on credit packs that have been partially or fully consumed
- Charges resulting from your failure to cancel before a renewal date
- Plan downgrades — no refund is issued for the difference in price; the lower plan takes effect at the next billing cycle
- Free plan accounts — no charges apply
4. SMS Add-On Credits
SMS credit packs are one-time purchases used to extend your clinic's daily sending capacity. Once credits have been fully applied to your account, the purchase is considered complete and is non-refundable. If you purchased credits and have not yet used any of them, contact us within 48 hours of purchase to request a refund review.
5. Cancellation
You can cancel your subscription at any time from the Settings page in your clinic dashboard. Upon cancellation:
- Your subscription remains active until the end of the current billing period
- No further charges will be made after cancellation
- No partial refund is issued for unused time in the current period (unless covered by Section 2)
- Unused SMS credits at cancellation are forfeited
6. How to Request a Refund
To submit a refund request, email info@yourturn.lk with the following information:
- The registered email address for your clinic account
- Your PayHere order ID or payment reference number
- The amount and date of the charge
- A brief explanation of the reason for your request
We will acknowledge your request within 2 business days and respond with a decision within 5 business days. Approved refunds are returned to the original payment method within 7–14 business days, subject to PayHere's processing timeline.
7. Payment Disputes & Chargebacks
If you believe a charge is incorrect, please contact us directly before initiating a chargeback with your bank or card issuer. We are committed to resolving billing issues quickly and directly. Initiating an unjustified chargeback may result in suspension of your clinic account.
8. Changes to This Policy
We may revise this policy from time to time. Any changes will be posted on this page with an updated effective date. Material changes will be communicated to registered clinic administrators via email.
9. Contact Us
For refund, billing, or payment enquiries:
YourTurn Medical · info@yourturn.lk