1. Merchant of Record
Website purchases are processed by Paddle. Paddle acts as Merchant of Record for web transactions, which means Paddle may handle:
- payment processing;
- tax calculation, collection, and remittance;
- receipts and invoices;
- payment authentication;
- chargebacks and payment disputes;
- refund processing;
- buyer payment support.
VetGnosis provides the software service, account access, entitlement logic, AI credit logic, and product support. Paddle's Buyer Terms, Privacy Policy, and Refund Policy may also apply to the payment transaction.
For Paddle-processed orders: "Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns."
2. No External Checkout Links Inside the Android App
VetGnosis uses a web-first billing model. Purchases may be offered through the website, Paddle checkout, RevenueCat web paywalls, or authorized sales workflows.
The Android app is an entitlement reader. It does not include buttons or links that send users to an external web checkout from inside the Android app.
After a user signs in, the Android app links the Firebase account with RevenueCat and reconciles the user's entitlement state so that eligible web purchases unlock the correct access level.
3. Plans and Products
VetGnosis may offer:
- a free account or free trial;
- VetGnosis Standard / Basic monthly subscription;
- VetGnosis Standard / Basic annual subscription;
- VetGnosis Pro monthly subscription;
- VetGnosis Pro annual subscription;
- add-on AI credit packs;
- promotional or referral rewards;
- other offers shown at checkout.
Current launch positioning may include:
- Free: limited lifetime AI trial credits and access to core patient workflow;
- Basic: monthly included AI credits and premium business workflows;
- Pro: higher monthly AI allowance and highest-tier premium access;
- Credit packs: optional add-on AI credits for users who need more AI requests before renewal.
The exact price, currency, tax, billing interval, included features, included AI credits, and renewal terms are shown at checkout and in your receipt or invoice.
4. Subscriptions and Automatic Renewal
Subscriptions renew automatically at the end of each billing period unless cancelled before renewal.
By purchasing a subscription, you authorize Paddle and its payment partners to charge the applicable subscription fees, taxes, and renewal charges using your selected payment method.
If your payment method fails, Paddle or VetGnosis may retry payment, request updated payment details, suspend paid access, downgrade access, or cancel the subscription.
5. Annual Subscriptions and Included Credits
Annual subscriptions may receive included AI credits as monthly refills rather than one upfront annual credit bucket. This means the subscription term may be annual, while the included AI allowance is refreshed on a monthly schedule.
Unused included monthly credits may not carry over unless the specific offer states otherwise.
6. AI Credits
AI credits are usage allowances for AI-assisted differential requests or related AI features.
AI credits:
- are not money or stored value;
- have no cash value;
- cannot be transferred, sold, exchanged, withdrawn, or redeemed for cash;
- may be deducted or reserved when an AI request is submitted;
- may be restored automatically if a qualifying server-side AI processing failure occurs;
- may be subject to expiration, reset, or plan-specific rules;
- may be adjusted to correct billing, fraud, entitlement, webhook, or technical errors.
Included monthly credits, trial credits, promotional credits, referral credits, and purchased add-on credits may be tracked separately for entitlement and abuse-prevention purposes.
7. Free Trial Credits and Verification
Free-trial AI credits may be limited to one lifetime allocation per eligible user, device, phone number, email, account, or other anti-abuse controls.
VetGnosis may require email verification, phone verification, or other verification before free-trial AI credits become usable.
Attempting to create multiple accounts, use false information, bypass verification, manipulate referrals, or otherwise abuse free-trial credits may result in credit removal, account suspension, or termination.
8. Credit Packs
Credit packs are optional add-on AI credit purchases. Buying a credit pack does not upgrade or change your base subscription tier unless the checkout explicitly says otherwise.
Credit packs are intended for additional AI usage. Once credit-pack credits have been used, consumed, transferred into the account balance, or otherwise applied to AI usage, they are generally not refundable except where required by law or approved by Paddle.
If a credit-pack purchase fails to appear in your VetGnosis account, contact support with the Paddle receipt email, transaction reference, purchase date, and account email used in VetGnosis.
9. How to Cancel
You can cancel a subscription using the cancellation method provided by Paddle, the Paddle buyer portal, the link in your Paddle receipt or invoice email, or any cancellation instructions provided on the VetGnosis website or support documentation.
You may also contact us at billing@vetgnosis.app for help locating the correct cancellation route.
Cancellation stops future renewals. It does not automatically refund previous charges. Unless stated otherwise or required by law, you may continue using paid access until the end of the paid billing period.
10. Refund Eligibility
Refund eligibility depends on the purchase type, timing, usage, applicable law, Paddle's buyer policies, and the facts of the request.
10.1 Subscription Refunds
You may request a refund for a subscription charge within 14 days of the initial purchase or renewal. Refunds are more likely to be approved where:
- the request is made promptly;
- the subscription was not used materially after purchase or renewal;
- the charge was accidental or duplicated;
- the user could not access the paid entitlement after reasonable troubleshooting;
- required consumer withdrawal rights apply.
Refunds may be denied or reduced where:
- the request is outside the applicable refund window;
- the subscription was used substantially;
- AI credits or premium business features were materially consumed;
- the account violated the Terms of Service;
- there is evidence of fraud, abuse, chargeback manipulation, or trial misuse;
- the request conflicts with applicable Paddle rules or payment-network requirements.
10.2 Credit Pack Refunds
You may request a refund for an unused credit pack within 14 days of purchase.
Credit packs are generally not refundable after credits have been used for AI requests, except where required by law or approved by Paddle.
If only part of a credit pack has been used, we may decline the refund or approve a partial adjustment where technically and commercially practical.
10.3 Duplicate, Mistaken, or Failed Purchases
We will review refund or correction requests for:
- duplicate charges;
- mistaken purchases;
- incorrect account linking;
- paid entitlement not appearing after purchase;
- credit-pack balance not syncing;
- technical failure preventing access to purchased features.
We may ask you to provide the Paddle receipt, transaction ID, account email, screenshots, device/app version, and other information needed to investigate.
10.4 Promotional, Referral, or Free Credits
Promotional credits, referral rewards, trial credits, complimentary access, and manually granted credits have no cash value and are not refundable.
We may remove or reverse promotional or referral credits if we determine that the reward was granted in error, obtained through abuse, or associated with a refunded, cancelled, disputed, or fraudulent purchase.
11. Consumer Withdrawal Rights
Some jurisdictions provide mandatory withdrawal, cooling-off, refund, or consumer cancellation rights. Nothing in this Policy limits rights that cannot be waived under applicable law.
Where legally permitted, by purchasing digital access, subscriptions, or AI credit packs and receiving immediate access to the Service, you acknowledge that delivery of digital services may begin immediately after purchase. This may affect cancellation or withdrawal rights where allowed by law.
Paddle's buyer terms and refund policy may also describe country-specific withdrawal rights and refund handling for Paddle-processed transactions.
12. How to Request a Refund
To request a refund, contact billing support at billing@vetgnosis.app, or use the refund/support method provided by Paddle.
Include:
- the email address used at checkout;
- the email address used for your VetGnosis account, if different;
- Paddle receipt or transaction ID;
- purchase date;
- product or plan purchased;
- reason for the refund request;
- screenshots or error details if the request relates to a technical issue.
We may coordinate with Paddle to review the request. Where Paddle is Merchant of Record, approved refunds are usually processed by Paddle to the original payment method.
13. Refund Processing Time
If a refund is approved, Paddle or the applicable payment processor will process it back to the original payment method where possible. Processing times vary depending on the payment method, bank, card network, and country.
Refund approval does not guarantee immediate bank posting. It may take several business days or longer for funds to appear.
14. Effect of Refunds on Access
If a subscription, credit pack, or purchase is refunded, reversed, charged back, cancelled, or found fraudulent, VetGnosis may:
- remove the related entitlement;
- reduce or remove AI credits;
- downgrade the account to a free tier;
- disable premium features;
- reverse referral or promotional rewards tied to the purchase;
- suspend or terminate access for abuse or fraud.
Refunded AI credits and paid features cannot continue to be used after the refund unless we expressly allow otherwise.
15. Chargebacks and Payment Disputes
If you do not recognize a charge, contact us or Paddle first so we can investigate. Many issues can be resolved faster through support than through a bank dispute.
If you initiate a chargeback or payment dispute, Paddle, the payment processor, or VetGnosis may suspend paid access while the dispute is reviewed. We may provide transaction, usage, account, and entitlement records to Paddle, payment processors, card networks, or banks as needed to respond to the dispute.
Fraudulent or abusive chargebacks may result in account termination.
16. Taxes, Currency, and Price Changes
Prices may be shown exclusive or inclusive of tax depending on your location and checkout configuration. Paddle may calculate and collect applicable taxes, VAT, GST, sales tax, or similar charges.
Currency, taxes, and final checkout price may vary by country, exchange rate, payment method, and tax rules.
We may change prices, plan features, credit quantities, or billing terms in the future. Price changes for existing subscriptions will be handled according to applicable law, Paddle processes, and the notice shown at checkout or renewal.
17. Account Linking and Entitlement Issues
Because VetGnosis uses web checkout and app login, your purchase must be linked to the correct account email.
If your paid access does not appear:
- Confirm you are signed into VetGnosis with the same email used for purchase.
- Confirm your email is verified if required.
- Refresh or restart the app.
- Check your internet connection.
- Contact support with your Paddle receipt and VetGnosis account email.
We may need to reconcile your billing profile, RevenueCat entitlement, and Firebase account before access appears.
18. No Refunds for Professional Outcomes
VetGnosis does not guarantee a specific clinical, business, billing, regulatory, diagnostic, treatment, or financial outcome.
Refunds are not provided solely because:
- an AI suggestion did not match your clinical conclusion;
- a user disagreed with an AI output;
- a practice did not achieve expected revenue, workflow, or productivity results;
- the user chose not to use available features;
- the service did not replace professional judgment, diagnostics, or veterinary responsibility.
This does not limit refund rights for technical failures, access failures, consumer rights, or other valid refund grounds described in this Policy.
19. Changes to This Policy
We may update this Billing and Refund Policy from time to time. The version in effect at the time of purchase or renewal generally applies to that transaction, unless a later version is more favorable to you or mandatory law requires otherwise.
If we make material changes, we will update the effective date and may provide notice through the website, app, checkout, or account communications.
20. Contact
VetGnosis Pty Ltd Billing support email: billing@vetgnosis.app Website: https://vetgnosis.app
