ClearPass.health subscriptions are processed by Paddle as our merchant of record. All refund requests are reviewed and processed by Paddle on our behalf, in line with the policy below.
You can cancel your monthly subscription at any time through your account settings or via Paddle's billing portal. Cancellation takes effect at the end of your current billing period — you continue to have full access until then. No refunds are issued for the current billing period after the renewal has been charged.
Full refund available within 7 days of purchase if fewer than 3 notes have been generated. After 7 days, or if 3 or more notes have been generated, the annual subscription is non-refundable but can be cancelled to prevent the next renewal.
Full refund available within 7 days of purchase if fewer than 5 notes have been generated across all of the clinic's doctors. After 7 days, or once usage exceeds the threshold, clinic subscriptions are non-refundable but can be cancelled to prevent the next renewal.
Plans bought before 27 September 2026 (Basic, Pro and the earlier Clinic 3 / 5 / 10 plans) follow the same rules as the matching monthly, annual or clinic plan above. The monthly transcription add-on, sold only on those earlier plans, can be cancelled at any time and ends at the close of the current billing period; no refund is issued for a period in which consultation transcription was used.
One-off top-up packs (extra transcribed visits) are refundable within 7 days of purchase if none of the pack has been used. Once any minutes from a pack have been used, the pack is non-refundable. Top-up minutes never expire while your subscription is active.
Cancellation stops future renewals. You continue to have access until the end of your paid period. Cancellation does not require a refund — you keep what you paid for.
Refund is a return of money already paid, subject to the eligibility above. Refunds are reviewed case-by-case and are not guaranteed outside the stated windows.
If you have a billing concern, please contact us at support@clearpass.health first — we resolve most issues within 1–2 business days. Filing a chargeback through your bank without first contacting us may result in immediate account suspension.
All transactions are processed by Paddle.com Market Limited (or relevant Paddle entity). Paddle is the merchant of record and handles billing, sales tax, invoicing, and refund processing. Refund decisions are made jointly between ClearPass.health and Paddle in line with this policy.
Refund requests, billing questions, or general support: support@clearpass.health