Who bills you
MedClinora subscriptions are provided by TetraSol Ontario Inc., 7 Treeline Crt., Markham, ON L3S 3T8, Canada. Prices are in Canadian dollars (CAD) and include all applicable taxes: nothing is added at checkout or on the invoice, and you’re always charged in CAD. Amounts the pricing page shows in other currencies are estimates; your bank or card provider converts the charge at its own rate and may add a fee. See the pricing page.
Payments that clinics take from their own clients are separate: they go to the clinic’s own Stripe account, the clinic is the merchant, and TetraSol Ontario Inc. takes no fee from them. Refunds and disputes for those payments are handled by the clinic.
The free trial
- A 14-day free trial of the Pro plan, with no payment card. Each owner account can have one self-service trial.
- Usage during the trial (for example AI chat messages, voice minutes, and text messages) is capped for the whole trial, as shown on the pricing page.
- When the trial ends, nothing is charged. Features pause until the clinic has a plan; the clinic’s clients, appointments, records, and team are kept, and everyone can still sign in.
- If the owner subscribes during the trial, the plan is charged and starts right away, and the trial ends. The billing date is the day of that payment: the next charge is one month later. Unused trial days are not carried over.
Paying for a plan
- When online billing is available for your clinic, the clinic owner subscribes from the Billing page and pays by card through Stripe. We never see or store card numbers. Plans are billed monthly; annual billing isn’t offered yet. Otherwise, plans are arranged with us directly and we confirm the price with you before anything is switched on.
- The Multi-Location plan is arranged by contract with us.
- The price you see is the amount charged: taxes are included, not added on top. Each paid invoice is emailed to the clinic’s owners as a receipt, and invoices are available on the Billing page, where the owner can also update the payment card.
- Clicking a button on the public website never buys anything.
Changing plans
- Upgrades (a higher plan) take effect as soon as the prorated charge for the rest of the current billing period is paid. Your renewal date stays the same. The higher plan’s full AI and SMS allowances apply straight away, for the rest of the current period too; usage so far is kept.
- Downgrades (a lower plan) are requested by the clinic owner from the Billing page and reviewed by MedClinora. An approved downgrade takes effect at the next renewal date: the current plan stays until then, and nothing is refunded. If the clinic has more practitioners than the lower plan includes, the most recently added practitioners are switched off on that date (never the owner, and never deleted); they’re switched back on automatically after an upgrade.
- A plan change never deletes the clinic’s data: clients, chats, invoices, messages, packages, treatment plans, and website settings all stay.
- Prices are versioned: a published price doesn’t change for existing subscribers; a new price applies to new subscriptions.
Add-ons and usage
- Add-ons (for example more AI chat messages, voice minutes, documentation drafts, text messages, practitioners, or locations) are requested by the clinic owner in the app. We agree the price with you before an add-on is switched on; nothing is bought online.
- When a plan’s monthly allowance is used up, that feature pauses until your next billing date or until capacity is added. Usage is never charged automatically, with one exception the owner must turn on:
- AI voice minutes over the allowance are charged only if the clinic owner authorizes it, at the rate shown when they authorize, up to a monthly spending limit the owner sets. Overage is never charged during a trial, minutes beyond the owner’s limit are not charged, and calls that fail because of a provider problem aren’t counted. Overage is added to the clinic’s next subscription invoice. If the rate changes, the owner must authorize again.
Failed payments
Owners are reminded 7 and 3 days before each renewal. If a payment fails, the clinic’s owners are emailed and Stripe retries the payment automatically. Days are counted from the failed payment, in the clinic’s time zone:
- Days 0–6: grace period, full access, with reminders.
- From day 7: new bookings, sales, invoices, packages, campaigns, and AI features pause. Existing appointments aren’t cancelled, and records and clinical notes stay available.
- From day 14: read-only. Records can be viewed and exported, and clinical notes completed.
- From day 30: suspended. Billing, support, data export, and essential record access only.
Paying the invoice restores full access at once. Signing in and your data aren’t affected, and nothing is deleted because of non-payment.
Cancelling
The clinic owner can cancel from the Billing page at any time. The plan stays active until the end of the period already paid, then features pause; the owner can undo the cancellation before then, or subscribe again later. Cancelling doesn’t delete the clinic, its team, or its records. To have a clinic’s data deleted, see Data Deletion.
Refunds
Subscription fees, prorated upgrade charges, and authorized voice overage are not refunded automatically, including for a partly used period. If you believe you were charged in error, contact us and we will review it with you; approved refunds go back to the original payment method. Nothing in this policy limits rights you have under applicable consumer protection law.
Contact
Questions about billing: contact us.