Refund policy
You have 14 days from purchase to ask for your money back on a case pool. Once we approve a refund, it reaches you within 3 business days.
What you can get refunded
Any paid case pool (Pay as you go, Basic or Premium) bought directly from MedVerse can be refunded if you ask within 14 days of the purchase date. If none of the pool's cases have been used, you get the full amount back. If some have, we refund the unused cases in proportion to the price you paid.
Reading is free, so opening, measuring or comparing studies doesn't count as using the pool. A case is only used when AI dictation produces a report for a study.
What can't be refunded
- Requests made more than 14 days after purchase.
- Cases that have already been used to produce an AI report.
- Cases that expired unused at the end of the pool's 12-month term.
- The free trial, since nothing was paid for it.
Enterprise agreements follow the refund and termination terms written into the signed agreement.
How to ask for a refund
Email sales@medverse-eg.com or message us on WhatsApp at +20 111 125 8195. Include the account email and the order or invoice reference. We reply within one business day to confirm the amount.
When the money arrives
Approved refunds go back to the payment method used for the purchase and reach you within 3 business days of approval. Refunds are made in Egyptian pounds, for the amount charged. Once the refund is issued, the refunded cases are taken off your balance.
Changing size instead
If the pool turns out to be the wrong size, you may not need a refund. Within the first 30 days of a new pool we'll move you up a size and credit what you already paid. See pricing for details.
Duplicate or incorrect charges
If you were charged twice or charged the wrong amount, tell us whenever you notice it. The 14-day window doesn't apply to our mistakes, and the extra amount is refunded on the same 3-business-day timeline.