Refund Policy

Effective Date: August 22, 2025
Last Updated: August 22, 2025

1. Introduction

This Refund Policy outlines the terms and conditions for requesting refunds for PrimDesk services provided by Boolean IT Solutions ("Company," "we," "us," or "our"). This policy applies to all subscription plans and additional services offered through our healthcare practice management platform.

This document should be read together with our Terms of Service and Privacy Policy. These policies work together as a complete legal framework.

By subscribing to PrimDesk, you acknowledge and agree to this Refund Policy in addition to our Terms of Service.

2. Refund Eligibility and Timeframes

2.1 General Refund Window

• Refund requests must be submitted within 30 days of the original payment date
• Requests submitted after 30 days will not be eligible for refunds
• All refund requests must be submitted through proper channels as outlined in Section 6

2.2 Account Standing Requirements

Refunds are only available to customers who:

• Have not violated our Terms of Service
• Have not engaged in prohibited activities or misuse of the platform
• Have not had their account suspended or terminated for policy violations
• Have followed proper cancellation procedures

2.3 Service Usage Limitations

Refund eligibility may be affected by:

• Extent of platform usage and data storage
• Number of active user accounts
• Volume of data processed through the system
• Duration of active service usage

3. Subscription Plan Refunds

3.1 Monthly Subscriptions

• No refunds available for monthly subscription plans
• Cancellation takes effect at the end of the current billing period
• Access to the platform continues until the end of the paid period
• No partial month refunds for unused days

3.2 Annual Subscriptions

First 90 Days (Mandatory Period):

• No refunds available during the mandatory 90-day period
• Service must be maintained for the full 90 days from activation

After 90 Days:

• Eligible for refund of remaining subscription period
• Refund amount calculated as: (Remaining months ÷ 12) × Annual fee - Processing fees
• Must submit refund request within 30 days of desired cancellation date

3.3 Free Trials

• No refunds apply to free trial periods
• Trials automatically convert to paid subscriptions unless cancelled before expiration
• Cancellation during trial period results in immediate service termination

5. Service Level Credits

5.1 SLA Failure Remedies

When our service availability falls below the 99.99% commitment:

• 99.9% to 99.99% uptime: 5% monthly subscription fee credit
• 99.0% to 99.9% uptime: 10% monthly subscription fee credit
• Below 99.0% uptime: 25% monthly subscription fee credit

5.2 Service Credit Terms

• Credits automatically calculated and applied to next billing cycle
• Credits capped at 100% of monthly subscription fee for any single month
• Must request credits within 30 days of SLA failure incident
• Credits only available for paid subscription plans (not applicable to free trials)
• Scheduled maintenance windows excluded from SLA calculations

5.3 Service Credit Process

• Downtime incidents automatically tracked and calculated
• Credit notifications sent via email within 5 business days of month end
• Manual credit requests must include incident dates and impact documentation
• Credits applied as account balance for future billing cycles

6. Additional Services and Features

6.1 Premium Support

• Subject to same refund terms as subscription plans
• Refunds calculated on a pro-rated basis for unused support periods
• Must be requested within 30 days of purchase

6.2 Additional Features and Add-ons

• Same 30-day refund window applies
• Pro-rated refunds for unused portions of service periods
• Subject to usage limitations and account standing requirements

6.3 Consulting Services

• Refund requests must be submitted within 30 days of service delivery
• Refunds may be denied if consulting deliverables have been provided
• Partial refunds may be available for incomplete consulting engagements

7. Enterprise and Custom Solutions

7.1 Enterprise Tier Services

• Setup fees, implementation costs, and custom development are non-refundable
• Enterprise refunds governed by individual contract terms
• Standard refund policy may not apply to custom enterprise agreements

7.2 Custom Integrations and Development

• All custom development work is non-refundable once initiated
• Setup and configuration fees are non-refundable
• Milestone-based refunds may be available as specified in individual contracts

8. Prorated Refund Scenarios

8.1 Company-Initiated Terminations

Prorated refunds will be provided for unused subscription periods when termination results from:

• Our Material Breach: Full prorated refund of remaining subscription period
• Service Discontinuation: Full prorated refund with 60 days advance notice
• Technical Failures: Prorated refund when service cannot be restored within 30 days
• Regulatory Compliance Changes: Prorated refund if legal changes prevent service delivery

8.2 Force Majeure Refunds

Extended service interruptions beyond our control may qualify for prorated credits:

• Natural Disasters: Credits for extended outages exceeding 7 consecutive days
• Government Actions: Refunds if legal restrictions prevent service access
• Infrastructure Provider Failures: Credits when third-party failures exceed SLA thresholds

8.3 Calculation Methods

• Prorated amounts calculated based on unused days in billing period
• Refunds processed minus applicable processing fees and administrative costs
• Credits may be offered in lieu of cash refunds at our discretion
• Refund amount determined by dividing total period fees by days in period

9. Refund Request Process

9.1 Required Information

All refund requests must include:

• Account email address and company name
• Original invoice or transaction number
• Detailed reason for refund request
• Preferred refund method (original payment source)
• Confirmation of data export completion (if applicable)

9.2 Submission Methods

Primary Method:

• Email: [email protected]
• Subject Line: "Refund Request - Account Email"

Required Response Time:

• We will acknowledge receipt within 2 business days
• Full refund decision provided within 7 business days
• Approved refunds processed within 14 business days

9.3 Documentation Requirements

• Screenshot of cancellation confirmation
• Verification of account ownership
• Completion of data export (if required)
• Confirmation of compliance with Terms of Service

10. Refund Calculation and Processing

10.1 Fee Deductions

All refunds are subject to deduction of:

• Payment processing fees (typically 2.9% + $0.30 per transaction)
• Third-party transaction costs
• Administrative processing fees
• Currency conversion fees (for international payments)

10.2 Processing Methods

• Refunds issued to original payment method only
• Processing time: 5-10 business days after approval
• International refunds may require additional processing time
• We do not refund to different payment methods or accounts

10.3 Partial Refunds

Partial refunds may be issued for:

• Pro-rated unused service periods
• Specific feature add-ons while maintaining base subscription
• Consulting services based on deliverable completion

11. Data Access and Export During Refunds

11.1 Grace Period

• 30-day grace period for data access after refund approval
• Standard export functionality remains available during grace period
• Complete data export requires separate authorization request

11.2 Data Export Requirements

• Customers must complete data export before refund processing
• Failure to export data within grace period results in permanent data loss
• We are not responsible for data recovery after the grace period expires

11.3 Account Deactivation

• Account access terminates at the end of the grace period
• All data permanently deleted after grace period expiration
• No data recovery available after account deactivation

12. Chargeback and Dispute Policy

12.1 Required Process

Before initiating any payment dispute or chargeback:

• Customer must contact PrimDesk support through proper channels
• Allow 7 business days for refund request review
• Follow our standard refund request process outlined in Section 6

12.2 Illegitimate Chargeback Consequences

If a customer initiates a chargeback without following our refund process:

• Immediate account termination and service suspension
• Customer responsibility for all chargeback fees ($15-25 per dispute)
• Permanent ban from creating new accounts
• Legal action may be pursued for fraudulent chargebacks

12.3 Chargeback Fee Recovery

• All chargeback-related fees are the customer's responsibility
• We reserve the right to pursue collection of chargeback fees
• Account reactivation requires payment of all outstanding fees
• Future payments may require alternative payment methods

12.4 Legitimate Dispute Resolution

For technical issues or service problems:

• Contact support before considering chargebacks
• Allow reasonable time for technical resolution
• Document all communication attempts
• Escalate through proper customer service channels

13. Account Re-enrollment Policy

13.1 Previous Refund Recipients

Customers who have received refunds may re-enroll under these conditions:

• Direct email communication required: Contact [email protected]
• Explanation required: Detailed reason for returning to service
• Review process: We reserve the right to decline re-enrollment
• Abuse prevention: Multiple refund requests may result in permanent restriction

13.2 Re-enrollment Restrictions

• Previous policy violators permanently restricted from re-enrollment
• Customers with illegitimate chargebacks may be declined
• Re-enrollment may require different payment terms or methods
• Previous refund history considered in approval decisions

13.3 Communication Requirements

Re-enrollment communications must include:

• Previous account information and refund details
• Explanation of circumstances requiring return to service
• Commitment to terms compliance and service usage
• Acceptance of modified terms if applicable

14. Escalated Appeals Process

14.1 Multi-Level Review System

Level 1 - Customer Support Review (7 business days):

• Initial review by customer support team
• Documentation gathering and case assessment
• Standard refund policy application
• Decision communication with detailed reasoning

Level 2 - Billing Department Review (14 business days):

• Escalation for denied Level 1 requests
• Financial impact assessment and exception consideration
• Policy interpretation and precedent review
• Senior billing specialist decision

Level 3 - Management Review (21 business days):

• Executive team review for high-value or complex cases
• Comprehensive policy and business impact analysis
• Final internal decision authority
• Detailed resolution explanation provided

Level 4 - Independent Arbitration (disputes >$5,000 or at our discretion):

• External arbitration for unresolved high-value disputes
• Neutral third-party decision process
• Binding resolution with documented reasoning
• Costs shared between parties

14.2 Appeal Requirements

• Appeals must be submitted within 14 days of previous level decision
• New evidence or circumstances required for escalation
• All prior documentation automatically forwarded to next level
• Written reasoning required for each appeal level

14.3 Decision Documentation

• All decisions documented with specific reasoning
• Policy citations and precedent references included
• Appeal paths clearly communicated at each level
• Final decisions include implementation timeline

15. Regulatory Compliance Refunds

15.1 Mandatory Refund Scenarios

Refunds required by applicable law will be processed regardless of standard policy restrictions:

• EU Consumer Protection: 14-day cooling-off period for qualifying consumer transactions
• US State Regulations: Compliance with applicable state consumer protection laws
• Healthcare Regulations: Refunds required for compliance violations or regulatory changes
• Credit Card Regulations: Refunds mandated by payment processor dispute resolution

15.2 Consumer Protection Compliance

• Consumer rights supersede standard commercial refund limitations
• Geographic location determines applicable consumer protection laws
• Legal refund requirements processed within regulatory timeframes
• Documentation provided to demonstrate compliance with applicable regulations

15.3 Healthcare Industry Requirements

• Refunds processed when regulatory changes affect service legality
• Compliance violation refunds provided when service use becomes prohibited
• Professional licensing requirement changes may trigger refund eligibility
• Patient privacy law changes affecting platform viability

Unified Compliance Statement: Boolean IT Solutions is actively working toward HIPAA and GDPR compliance. Current compliance status and client responsibilities are detailed in our Terms of Service and Privacy Policy.

16. Exceptions and Special Circumstances

16.1 Technical Failures

Refunds may be expedited for:

• Extended service outages beyond our Service Level Agreement
• Critical data loss due to platform failures
• Security breaches affecting customer data
• Technical issues preventing normal platform usage

16.2 Regulatory Changes

• Refunds may be available if regulatory changes prevent service usage
• Healthcare compliance changes affecting platform viability
• Legal restrictions preventing continued service delivery
• Geographic restrictions on service availability

16.3 Force Majeure Events

• Service interruptions due to circumstances beyond our control including but not limited to: acts of God, natural disasters, terrorism, pandemics, government regulations, cyber attacks on third-party infrastructure, internet service provider outages, healthcare regulatory changes, or infrastructure provider outages
• Natural disasters affecting service delivery
• Government restrictions impacting service availability
• Infrastructure provider failures affecting platform operation

17. Refund Denial Reasons

17.1 Automatic Denial Circumstances

Refunds will be automatically denied for:

• Violations of Terms of Service or Acceptable Use Policy
• Fraudulent or abusive account activity
• Sharing of login credentials or unauthorized access
• Misrepresentation of business or service usage
• Requests submitted outside the 30-day window

17.2 Usage-Based Denials

Refunds may be denied based on:

• Extensive platform usage indicating satisfaction with service
• Large volumes of data storage or processing
• Extended periods of active usage
• Completion of service deliverables or consulting work

17.3 Administrative Denials

• Incomplete refund request information
• Failure to respond to verification requests
• Inability to verify account ownership
• Requests submitted through improper channels

18. Legal and Regulatory Compliance

13.1 Denial Appeals

If your refund request is denied, you may appeal by:

• Submitting additional documentation within 14 days
• Providing clarification of circumstances
• Demonstrating compliance with all policies
• Escalating through customer service management

13.2 Final Decision Authority

• All refund decisions are at the sole discretion of Boolean IT Solutions
• Final appeals reviewed by senior management
• Decisions after appeal process are final and binding
• No further recourse available after final decision

14. Legal and Regulatory Compliance

14.1 Consumer Protection Laws

• This policy complies with applicable consumer protection regulations
• Local laws may provide additional rights not limited by this policy
• International customers subject to local regulatory requirements
• Disputes resolved according to Terms of Service jurisdiction clauses

14.2 Healthcare Industry Considerations

• Refunds processed in compliance with healthcare business regulations
• Patient data considerations may affect refund processing timelines
• Professional licensing requirements considered in dispute resolution
• Healthcare practice operational needs accommodated where possible

15. Policy Updates and Changes

15.1 Modification Rights

• We reserve the right to modify this Refund Policy at any time
• Changes effective 30 days after notification to customers
• Continued service usage constitutes acceptance of policy changes
• Material changes communicated via email and platform notifications

15.2 Grandfathering Provisions

• Existing subscriptions subject to policy terms at time of purchase
• New policy terms apply to renewals and new subscriptions
• Significant policy changes may trigger grandfathering protections
• Customer notification provided for all material policy modifications

16. Contact Information

16.1 Refund Requests

Email: [email protected]
Subject: Refund Request - Your Account Email

16.2 Refund Appeals

Email: [email protected]
Subject: Refund Appeal - Ticket Number

16.3 General Support

Email: [email protected]
Website: https://primdesk.com/

16.4 Company Information

Boolean IT Solutions
Billing and Refunds: [email protected]

This Refund Policy is effective as of the date listed above and governs all refund requests for PrimDesk services. Please review this policy carefully before subscribing to our services.