AppSumo Lifetime Deal — Refund Policy

This page covers refunds for ClinicFlow lifetime deals purchased through AppSumo. If you bought ClinicFlow on a monthly or annual subscription, our standard cancellation terms apply instead — see Terms of Service.

1. The 60-day refund window

AppSumo provides a 60-day refund guarantee on every lifetime deal listed on its marketplace. The 60-day clock starts on the date of purchase shown on your AppSumo invoice — not on the date you redeem your code on ClinicFlow.

During this window you can cancel for any reason. After 60 days, the deal becomes non-refundable on AppSumo's side, and ClinicFlow is unable to honor a refund directly because we are not the merchant of record for marketplace sales.

2. How to request a refund

Request your refund through AppSumo's refund process — not through ClinicFlow. AppSumo handles the payment reversal and notifies us to revoke your entitlement.

1. Open your AppSumo account → Purchases.
2. Find the ClinicFlow deal and click Request refund.
3. Choose a reason. AppSumo will process the refund (typically 3–5 business days back to your original payment method).

AppSumo will then send us notification of the refund. We act on it within two business days of receiving notice.

3. What happens to your ClinicFlow entitlement when you refund

The refund affects your account based on what you did with the code:

3.1 If you never redeemed the code

The code is permanently locked. It cannot be redeemed by you, the original buyer, or anyone you transferred it to. No further action on your part is required.

3.2 If you redeemed the code (created a clinic)

Your lifetime subscription is cancelled on the tenant created from that redemption. Practical effect:

• The clinic stays in our database during the data-export window (see §5) so you can export anything you've created.
• Once the export window closes, staff and patients of that clinic can no longer sign in.
• The redemption code itself flips to refunded status and can never be reissued.

The audit log of the cancellation — including which code was refunded, when, and the AppSumo reference if provided — is preserved indefinitely as part of our HIPAA technical safeguards.

3.3 If you stacked the code on top of another (tier upgrade)

AppSumo refunds on stacked codes are rare — most buyers only refund their first code. If you refund a stacked (upgrade) code:

• The refunded code's status flips to refunded and is locked out forever.
• Your clinic's tier is NOT automatically downgraded. The math of "back out one of three stacked codes" is ambiguous (a Tier 3 clinic built from one Tier 1 + one Tier 2 code can't cleanly revert to Tier 2 if you refund the Tier 1).
• If you also refund the original (first-redeemed) code in the same window, your lifetime subscription is cancelled per §3.2 and the question of tier becomes moot.
• Operator-driven downgrades are available on request ([email protected]) — we can manually drop the clinic to a lower tier and document the reason in the audit log.

4. Stacking + partial refunds

Each redemption code is treated independently. If you bought three codes, you can refund one, two, or all three within the 60-day window — but each code is refunded as a unit and cannot be partially refunded.

5. Data retention after refund

We give every refunded customer a 30-day export window starting from the date AppSumo notifies us of the refund:

• You retain admin access to your tenant for those 30 days.
• You can export every record you'd legitimately need: patient roster, encounters, prescriptions, lab attachments, billing history, audit log slice, and a full per-tenant JSON dump.
• Your patients retain portal access during this window so they can also export their own records under GDPR Article 20 (data portability).

On day 31 we begin a hard delete of tenant data. PHI is encrypted-at-rest and the encryption key for that tenant is rotated out so the data is cryptographically unrecoverable. Audit log entries are kept (HIPAA §164.316(b)(2)(i) requires six years of retention) but with object references rewritten so individual patients can no longer be identified through the audit log alone.

If your jurisdiction (state medical board, foreign regulator, etc.) requires longer record retention than our 30-day window allows, contact [email protected] before the window closes — we will preserve the dataset under a documented retention obligation at no charge.

6. What you cannot claim a refund for

• Third-party costs. If you funded an OpenAI / Anthropic / SES / Twilio / Daily.co / Stripe account in connection with your ClinicFlow tenant, those balances stay with the third-party provider. We don't refund them and we can't recover them on your behalf.
• Time investment. We don't refund the value of time you spent configuring your clinic, importing patient records, training staff, or building integrations. (This is standard for self-hosted SaaS deals.)
• Custom domain SSL. If you purchased an SSL cert outside our platform for a custom domain, that cert remains under your control.
• Patient out-of-pocket charges. If your patients paid invoices via Stripe / Square through your tenant, those payments belong to your patients (or your downstream merchant account). They are not part of the AppSumo refund.

7. Disputes about the refund itself

AppSumo is the merchant of record for the lifetime deal. Disputes about whether you are entitled to a refund (e.g. you missed the 60-day window by a day, you were charged sales tax in error, your payment method failed) are between you and AppSumo per AppSumo's standard refund policy. ClinicFlow does not have visibility into AppSumo's payment systems and cannot adjudicate those disputes.

Disputes about how we honored the refund on our side — for example, a clinic that wasn't unlocked when it should have been, a code that appears redeemed when it should be refunded, or a missing data export — go to [email protected] and we'll investigate within one business day.

8. Re-purchasing after a refund

You can re-purchase a ClinicFlow lifetime deal after a refund if the deal is still listed on AppSumo. A re-purchase issues a new code; it does not re-activate the cancelled tenant or restore deleted data.

If you'd like to keep the same tenant slug (e.g. sunrise.clinicflowai.app), email us before redeeming the new code and we'll reserve it for 7 days while you complete the new redemption.

9. Transfers

Unredeemed codes can be transferred or gifted at your discretion — we don't track ownership until redemption. Once redeemed, the code is permanently bound to the redeemer's user account and tenant. AppSumo's terms of service govern any restrictions on resale of unredeemed codes.

10. Changes to this policy

We may update this policy to reflect changes in product behavior, marketplace partnerships, or applicable law. Changes apply prospectively only — buyers who already redeemed under a prior version are not affected by later changes that reduce their rights. The current version date is shown at the top of this page.

11. Contacting us

For refund-execution questions, email [email protected]. For legal or compliance questions about retention or data handling, email [email protected].