This Refund Policy describes the general principles applicable to purchases, subscriptions, courses and other paid services offered through HEAL360. Any quotation, order form, subscription agreement or enterprise contract accepted by a customer may contain specific commercial terms; where those terms differ from this general policy, the signed or accepted agreement will apply, subject to mandatory law.

1. Scope

This policy applies to payments made directly to the entity operating HEAL360 for eligible courses, subscriptions or services. Payments made to a third-party provider, reseller, institution or organisation may be governed by that party’s refund terms.

2. Before making a purchase

Customers should review the course or service description, price, duration, access period, prerequisites, included features and any organisation-specific terms before payment. Questions about a purchase should be raised before completing the transaction.

3. Refund requests

A customer seeking a refund should submit a written request through the official HEAL360 support or contact channel and provide sufficient information to identify the transaction, such as the purchaser name, registered email address, order or invoice reference, payment date, item purchased and reason for the request. Passwords or unnecessary sensitive information should not be submitted.

4. Eligibility for a refund

Refund eligibility depends on the type of product or service, whether access or delivery has begun, the applicable commercial agreement, the reason for the request and mandatory consumer-law rights. A refund may be considered where a duplicate payment occurred, an incorrect amount was charged, a paid service could not be provided because of a verified HEAL360-side issue, or another refund right applies under the relevant agreement or applicable law.

5. Digital courses and learning content

Because digital learning content may become available immediately after enrolment or activation, refund rights can be affected once access, download, streaming, assessment participation or substantial course consumption has begun. The applicable purchase terms and mandatory consumer rights will determine eligibility. HEAL360 should not describe a transaction as non-refundable where applicable law requires a refund or cancellation right.

6. Enterprise subscriptions and institutional purchases

Refunds, credits, cancellation rights, minimum commitments and notice periods for hospitals, organisations, enterprise customers and institutional subscriptions are governed primarily by the applicable quotation, order form, subscription agreement or master service agreement. This public Refund Policy does not override a signed enterprise agreement.

7. Implementation, customisation and professional services

Fees for implementation, configuration, migration, integration, custom development, training or other professional services may be non-refundable to the extent work has already been performed or committed, subject to the applicable statement of work, quotation, agreement and mandatory law.

8. Duplicate or incorrect payments

If a customer believes a payment was duplicated or the wrong amount was charged, the customer should report it promptly with the relevant transaction details. Verified billing errors should be corrected through a refund, reversal, credit or other appropriate adjustment.

9. Promotional, discounted or bundled purchases

Refunds for promotional, discounted, bundled or specially priced purchases may be subject to the terms communicated with the offer. Where part of a bundle has already been used, any refund calculation may take account of the value already delivered, where permitted by law and the applicable agreement.

10. Third-party payment processing

Payments may be processed through third-party payment providers. Approved refunds may be returned through the original payment method where technically and commercially possible. Processing time after approval can depend on the payment provider, bank, card network or other financial institution.

11. Refund processing time

Once a refund is approved, HEAL360 will initiate the applicable refund or adjustment within a reasonable operational period. The time for the amount to appear in the customer’s account can vary by payment method and financial institution. A specific processing commitment should only be published if it has been confirmed with the payment provider and internal finance process.

12. Taxes and transaction charges

The treatment of taxes, payment-gateway charges, bank charges, foreign-exchange differences or other transaction costs depends on the transaction, payment provider, applicable agreement and law. Any non-refundable charges should be disclosed where required.

13. Cancellation without refund

Cancellation of future access does not automatically create a right to refund amounts already due or paid. The consequences of cancellation depend on the applicable plan, billing period, agreement and mandatory legal rights.

14. Account suspension or misuse

Where access is suspended or terminated because of fraud, unauthorised activity, material breach of the Terms and Conditions or other misuse, refund eligibility will be determined under the applicable agreement and law. This provision does not limit rights that cannot legally be excluded.

15. Service interruptions

Temporary maintenance, short interruptions or issues outside HEAL360’s reasonable control do not automatically entitle a customer to a refund. Where an enterprise agreement contains service levels, credits or remedies, those agreed provisions will apply.

16. Chargebacks and payment disputes

Customers are encouraged to contact HEAL360 support regarding a billing concern before initiating a payment dispute so that the issue can be investigated. Nothing in this policy restricts any lawful right to dispute an unauthorised or incorrect transaction.

17. Changes to this Refund Policy

This policy may be updated when HEAL360 changes its products, payment arrangements, commercial practices or legal requirements. The effective date and version should be updated when a revised policy is published.

18. Contact

Refund and billing requests should be submitted through the official contact channel published on heal360connect.com. The final production policy should state the legal entity name, billing support email, registered address and any required customer-service details.

Refund request information

Purchaser or organisation name

Registered email address

Order, invoice or transaction reference

Date and amount of payment

Course, subscription or service purchased

Reason for requesting the refund

Any relevant evidence of a duplicate charge or service issue

Publication checklist

Insert the HEAL360 legal entity name, registered address and billing support email.

Confirm the actual cancellation/refund window, if one is to be offered.

Confirm payment-gateway refund processing timelines before publishing a fixed number of days.

Align enterprise subscription, implementation and professional-service terms with signed agreements.

Confirm tax and payment-gateway fee treatment.

Review mandatory consumer cancellation/refund rights for every jurisdiction in which paid services are offered.

Have the final production policy reviewed by qualified legal counsel.

Important: This document is a general refund-policy template. It intentionally does not invent a fixed refund window or guaranteed bank-processing period because those commercial terms have not been specified. Complete the publication checklist and obtain appropriate legal review before publishing.