This Refund Policy explains when and how MyMedica issues refunds for paid Subscriptions. It applies from May 25, 2026 and should be read together with our Terms of Use, Acceptable Use Policy, and our payment processor’s terms.
Paid Subscriptions are processed through Freemius Inc., a Delaware corporation located at 4023 Kennett Pike, Wilmington, DE 19807, USA (“Freemius”), which acts as the Merchant of Record. Freemius’s terms apply alongside this Policy. Where this Policy and your statutory consumer rights diverge, the statutory rights prevail.
1. Overview and Scope
This Policy covers paid Subscriptions to the MyMedica Service. It does not cover free accounts, promotional credits, gift cards, or third-party services you may purchase outside MyMedica.
A few key principles up front:
- We process all refund requests in good faith and on a case-by-case basis.
- If you are an EU Consumer, your statutory rights under the Consumer Rights Directive (2011/83/EU) override anything less favorable in this Policy.
- Refund disbursement is performed by Freemius as the Merchant of Record on our instruction.
- We do not retain a refund as a penalty for canceling. Where we decline a refund, we will explain why.
2. EU Statutory Cooling-Off Period
If you are a consumer resident in the European Economic Area, you have a statutory right to withdraw from a distance-sold Subscription within 14 days of the contract date, without giving any reason, under Articles 9 and 16 of Directive 2011/83/EU on consumer rights.
Two important points apply to digital services:
- Immediate start with consent. Freemius automatically surfaces the regulator-mandated cooling-off waiver UI to EEA buyers at checkout (Article 16(m) of Directive 2011/83/EU). If, at checkout, you expressly request that the Service begin during the 14-day withdrawal period and acknowledge that you lose the right of withdrawal once the Service has been fully provided, your right of withdrawal may be partially or fully waived. If you do not consent, the Service will not start until the cooling-off period ends.
- Substantial defect. If the Service is materially defective or does not conform to the contract, your statutory remedies under the Digital Content and Digital Services Directive (EU) 2019/770 remain available regardless of any prior consent to immediate start.
To exercise the cooling-off right, contact support@mymedica.me within 14 days of your purchase, or open a request directly in the Freemius User Dashboard linked from your order confirmation email. We will confirm receipt and, where eligible, instruct Freemius to issue a full refund. You do not have to use a specific form, but the EU model withdrawal form (Annex I (B) of the Directive) is accepted.
3. Satisfaction Guarantee (14 days)
In addition to the EU statutory rights described in Section 2, we offer a 14-day Satisfaction Guarantee to all buyers regardless of country of residence. If within 14 days of your initial Subscription purchase:
- The Service has a defect that our support team could not resolve after a good-faith attempt, or
- The Service materially differs from what we described on the marketing or checkout pages at the time of your purchase,
— we will refund the affected Subscription period in full upon request.
The Satisfaction Guarantee covers the initial purchase of a Subscription. Automatic renewal payments are not covered — they are governed by the renewal mechanics in Section 6 and the refund grounds in Section 4 (duplicate charges, operator-caused outages, material misrepresentation).
4. Refund Conditions
Outside the 14-day Satisfaction Guarantee window, we will issue a refund in the following situations:
- Duplicate or technical billing error. If you are charged more than once for the same Subscription period, or you are charged for a Subscription that did not activate due to a technical fault on our side or Freemius’s side, we will refund the duplicate or erroneous charge in full.
- Operator-caused outage. If the Service is unavailable for more than 48 consecutive hours due to a fault on our side (not including third-party upstream outages of similar duration that are outside our control), and the outage materially impairs your ability to use the paid features, we will provide a pro-rata refund or service credit for the affected period.
- Material misrepresentation. If the Service materially differs from what was advertised on the marketing or checkout pages at the time of your purchase, we will refund the affected Subscription period in full upon request.
- Statutory EU rights. If you exercise your statutory rights as an EU Consumer (cooling-off, non-conformity, etc.), we will honor them in full and instruct Freemius accordingly.
Refunds, where issued, are returned to the original payment method via Freemius wherever technically feasible. Where the original method is no longer available, Freemius may issue the refund through an alternative method that complies with anti-fraud and tax requirements.
5. Non-Refundable Cases
Outside the cases above, we generally do not issue refunds in the following situations:
- For automatic renewal payments after the initial 14-day Satisfaction Guarantee window has closed, except where Section 2 (EU statutory rights applicable to the renewed cycle) or Section 4 (duplicate charges, operator-caused outages, material misrepresentation) applies. This is consistent with Freemius’s standard practice for SaaS subscriptions.
- For plan changes, upgrades, or top-ups (such as switching from monthly to annual billing, adding seats, upgrading from Care to Treatment, or purchasing additional credits) — Freemius does not refund these operations, except where statutory consumer rights require otherwise.
- After substantial use of the paid features within the billing period (for example, you have generated a meaningful number of Health Snapshots or AI extractions).
- After the EU statutory cooling-off period has ended and the Service has continued to be available and consumed.
- Where the Account has been suspended or terminated for a material breach of the Terms of Use or Acceptable Use Policy.
- For partial months or unused portions of multi-month Subscriptions, outside the Satisfaction Guarantee window and outside the operator-fault situations described in Section 4.
- For circumstances outside our reasonable control, including but not limited to changes in your personal or financial situation, lack of compatible devices, or failure of third-party infrastructure not provided by us.
- Where the Subscription was paid using promotional credit, vouchers, or non-cash equivalents, except as required by applicable consumer law.
Nothing in this Section limits any mandatory consumer right that cannot be excluded under applicable law.
5A. Promotional Allowance Eligibility After a Refund
To prevent repeated extraction of one-time promotional benefits funded by per-customer cost, the following rules apply to certain promotional allowances bundled with paid Subscriptions:
- The Welcome Backfill — a bonus document-upload allowance granted at the start of an annual Subscription or a 3-month launch Subscription, valid for thirty (30) days from activation and separate from the standard monthly document allowance — will not be granted on a subsequent Subscription for twelve (12) months from the date of any refund issued under Sections 2, 3, or 4 above.
- Cancellation of a Subscription without a refund does not affect future Welcome Backfill eligibility. Standard renewal mechanics continue to apply.
- The Subscription itself remains available at the standard price during the 12-month period — only the Welcome Backfill is paused. All paid features, including the standard monthly document allowance, remain accessible.
- Launch promotions are further limited to one purchase per customer. A previously used launch Subscription, whether refunded or not, makes the same launch SKU unavailable for subsequent purchase. The standard monthly and annual Subscriptions remain available.
- Other promotional allowances introduced in the future may be subject to similar restrictions, which will be disclosed at checkout for the relevant promotion.
This measure does not affect any statutory consumer right, including the cooling-off rights described in Section 2, the right to a refund for operator-caused outages or material misrepresentation described in Section 4, or any other right that cannot be excluded under applicable law.
6. Freemius as Merchant of Record
Freemius Inc. (Delaware, USA), located at 4023 Kennett Pike, Wilmington, DE 19807, is the Merchant of Record for paid Subscriptions to MyMedica. This means Freemius is the party that:
- Processes your payment.
- Calculates and collects applicable VAT, sales tax, and other indirect taxes in the relevant jurisdictions.
- Issues invoices and receipts.
- Disburses refunds approved by us.
- Handles payment disputes and chargebacks.
Your purchase is governed by the Freemius Terms & Conditions of Sale and Privacy Policy, which apply alongside this Refund Policy and our Terms of Use. Freemius will appear as the merchant on your card or bank statement — typically formatted as FS * MYMEDICA or similar; the exact format depends on your issuing bank.
Subscription renewals and reminders. Subscriptions renew automatically at the end of each billing period at the then-current price. For annual Subscriptions, Freemius sends a renewal reminder email approximately thirty (30) days before the renewal date. The reminder is a courtesy — you remain responsible for canceling before the renewal date if you do not wish to continue. You can cancel through the Freemius User Dashboard (linked from your order confirmation email and from your MyMedica Account settings) or by emailing support@mymedica.me.
If a refund cannot be returned to the original payment method due to issuer restrictions or fraud-prevention requirements, Freemius will coordinate with you on an alternative.
7. How to Request a Refund
To request a refund, choose one of the following channels:
- Send an email to support@mymedica.me from the email address associated with your Account. Include the transaction reference (visible on the Freemius invoice and in your order confirmation email), the date of the charge, the amount, and a short description of why you are requesting a refund.
- Use the Freemius User Dashboard link in your order confirmation email to open a refund request directly with Freemius.
For EU Consumers exercising the cooling-off right within 14 days, a simple statement of withdrawal is sufficient; you do not need to justify the request. The same applies to the 14-day Satisfaction Guarantee in Section 3, although we may ask what fell short of your expectations to help us improve the product.
We may ask follow-up questions, particularly if the request relates to an operator-caused outage or a material misrepresentation claim, to ensure we understand the issue.
8. Processing Time
Refunds are processed in two stages.
- Operator review. We review your request and either approve, deny, or ask for clarification within 3 business days of receipt. Statutory requests (EU cooling-off) and requests under the 14-day Satisfaction Guarantee are approved promptly without extended review where eligible.
- Freemius disbursement. Once approved, Freemius issues the refund to the original payment method. Typical timing:
- Credit and debit card refunds: 5 to 10 business days, depending on your card issuer.
- E-wallet refunds (where supported by Freemius, including PayPal): 3 to 5 business days.
- Bank transfers: 7 to 14 business days.
The actual appearance of funds in your account is determined by your issuing bank or payment provider and is outside our and Freemius’s control. We will share the Freemius refund reference with you so you can follow up with your issuer if needed.
If you do not see the refund within the typical window, contact support@mymedica.me with the Freemius reference and we will assist.
9. Contact
For refund requests, questions about a specific charge, or escalation of a refund denial:
- Email: support@mymedica.me
Related policies: Terms of Use, Acceptable Use Policy, Imprint.