HERMES

REFUND POLICY

Effective Date: August 29, 2026

Last Updated: August 29, 2026

This Refund Policy explains how billing, cancellations, and refund requests work for HERMES, operated by HUMANLAB. It supplements, and does not replace, the HERMES Terms of Service — Section 31 of the Terms governs fees generally; this page explains what that means in practice.

1. FREE TRIAL — NOTHING TO REFUND

Every new clinic starts on a free trial. No payment method is required to sign up, and no charge is made during the trial period. Because nothing is charged during the trial, there is nothing to refund during that time — you can simply stop using HERMES or let the trial lapse with no obligation.

2. SUBSCRIPTION FEES ARE GENERALLY NON-REFUNDABLE

Once a paid billing period has started, the fee for that period is non-refundable, including if you:

Stop using HERMES partway through a paid period;
Cancel your subscription before the period ends;
Have staff who did not use the account during that period; or
Change your mind after paying.

This matches how the product actually works: cancelling a subscription stops future billing, but access — and the value of what you already paid for — continues for the rest of the period you already paid for. Cancelling does not prorate or refund the current period.

3. CANCELLING YOUR SUBSCRIPTION

A clinic's owner can cancel anytime from Settings or License & Billing inside the dashboard. Cancelling:

Stops the subscription from renewing or being charged again;
Keeps your access active until the end of the period you already paid for; and
Does not delete any of your clinic's data.

If you decide to come back after cancelling, you can resubscribe at any time.

4. WHEN A REFUND MAY BE CONSIDERED

While subscription fees are generally non-refundable, HUMANLAB will review refund requests made in good faith for:

Duplicate charges — you were billed more than once for the same billing period;
Incorrect amount — you were charged a different amount than the plan you were actually on; or
Charges after a successful cancellation — you cancelled before renewal but were still billed due to a system error.

These are billing-error corrections, not a general right to a refund for change of mind, dissatisfaction, or reduced usage. Approved refunds are issued to the original payment method through PayMongo, our payment processor, and may take a few business days to reflect depending on your bank or e-wallet.

5. HOW TO REQUEST A REVIEW

Email humanlab.ph@gmail.com with your clinic name, the email address on the account, and a description of the billing issue. We aim to respond within 3 business days.

6. DEACTIVATING YOUR ACCOUNT

A clinic's owner can also fully deactivate the clinic's account from Settings. Deactivating immediately cancels the active subscription and blocks staff access — like cancelling, it does not refund the current paid period, and no data is deleted.

QUESTIONS

If anything in this policy is unclear, or your situation doesn't fit neatly into the categories above, email humanlab.ph@gmail.com and we'll take a look. This policy may be updated from time to time; the version in effect at the time of your payment applies to that charge.