Refund & Cancellation Policy

1. CUBE Software Subscriptions (Platform SaaS)

This section applies to subscription fees, seat licenses, and usage charges billed directly by CUBE Collective LLC to clinics, medical practices, and commercial merchants for use of the CUBE Core software platforms (including CUBE OneCare and simpleTap software plans).

1.1 Subscription Billing Cycles & Renewals

Software subscriptions are billed in advance on a recurring monthly or annual basis as selected during registration. Billing automatically renews on each billing date unless cancelled prior to the renewal date.

1.2 Cancellation Rights

Customers may cancel their software subscriptions at any time through the customer portal or by emailing [email protected]. Upon cancellation, your subscription will remain active until the end of the current paid billing cycle, and no further recurring charges will be incurred.

1.3 Refund Eligibility

• Initial Purchase (14-Day Satisfaction Guarantee): New software subscribers may request a full refund within 14 calendar days of initial account activation if the software does not meet documented operational requirements.
• Service Downtime & Outages: If a critical verified system outage renders the platform unavailable for more than 24 consecutive hours outside scheduled maintenance, affected customers are eligible for a prorated service credit or refund for the affected period upon written request.
• Metered & Consumption Fees: Fees for completed AI computing cycles, SMS telephony dispatches, or data storage consumed prior to cancellation are non-refundable.

2. Connected Account Payments (Patient & Merchant Sales)

This section applies to transactions where patients, consumers, or clients pay a connected clinic, medical practice, or independent merchant using Stripe Connect infrastructure facilitated by CUBE.

2.1 Merchant Refund Policies

Refunds for clinic appointments, outpatient medical care, copayments, or merchant goods are governed exclusively by the individual refund and cancellation policies established by the respective clinic or merchant. Patients and cardholders should contact the clinic or merchant directly to request a refund.

2.2 Technical Refund Execution

When an authorized clinic or merchant issues a refund through the CUBE platform or their Stripe Express dashboard:

• The refund is processed through Stripe Connect back to the original payment instrument used by the cardholder.
• Funds are debited from the connected merchant's account balance.
• Depending on the cardholder's bank, refunds typically post to the account within 5 to 10 business days.

3. Chargebacks & Dispute Resolution

We encourage customers, patients, and merchants to reach out to our billing team or the treating clinic directly before initiating a formal bank chargeback. In the event of a chargeback:

• For platform SaaS charges billed by CUBE, our billing team will review the transaction logs and resolve any discrepancies within 3 business days.
• For connected account charges, the connected merchant is notified to submit evidence through Stripe, and any bank-imposed dispute fees are handled in accordance with the merchant agreement.

4. Billing Support Contact

For assistance with billing inquiries, subscription cancellations, or refund requests, contact: