Refund policy for clinic partners

Between submitting your application and our team approving it, you can cancel and receive a 100% refund of the amount you sent by EasyPaisa.

Ask via /contact or reply to our onboarding email. Refunds are processed back to the sending EasyPaisa account within 3 business days.

Once we approve your clinic and activate your account, the license is considered used. If you decide to leave within the first six months of activation, we refund 50% of what you paid for the year.

The remaining 50% covers onboarding, credential verification, data migration, staff training, and the months of platform access already consumed.

From the seventh month onward, the annual license is refunded on a pro-rata basis: you keep the value of the months you've already used, and we refund the balance for the months remaining in your contract.

Example — a clinic that paid PKR 39,600 for a 12-month license and leaves after month 8 has 4 months remaining. Refund = PKR 39,600 × (4 / 12) = PKR 13,200.

• Session fees your therapists collected from patients during the period the account was active. Those are never held by TheraKonnect.
• Charges for third-party services you or your therapists used (SMS providers, custom integrations, additional storage) — refunded only by the underlying provider.
• Accounts terminated by TheraKonnect for policy or safety violations (misuse of patient data, fraudulent credentials, harassment reports, etc.). No refund is issued in these cases and the terminated party may not reapply.
• Fees paid to processors (EasyPaisa, banks) that are non-recoverable to us. We refund the net amount we received.

Email contact@therakonnect.com from the hospital admin address on file, or write to us via the contact form. Include your hospital name, the EasyPaisa transaction ID you paid with, and a short reason so we can improve.

We acknowledge every request within 2 business days. Once the refund is calculated and confirmed with you in writing, the money is sent back to the same EasyPaisa account within 10 business days. Your data is exported and delivered to you first, then the account is closed.

If you disagree with our calculation, reply to the same thread and we will review it together. Unresolved disputes are handled under the venue clause in our terms of service.