Refund and Cancellation Policy
Last updated: October 20, 2026
This policy explains how cancellations and refunds work for clinics that use ClinicEcho. It's part of our Terms of Service. If your signed order form says something different, the order form wins.
Free trial
The 14-day free trial costs nothing and needs no card, so there's nothing to refund. You can end it at any time by emailing us, and the service is switched off at the end of the trial unless you sign up.
Cancelling a paid plan
- Paid plans have a 3-month minimum term, then continue month to month.
- After the minimum term, cancel any time by emailing hello@clinicecho.com from your clinic's email address. We'll confirm by email within 2 business days.
- Cancellation takes effect at the end of the billing month you've already paid for. You won't be billed again after that.
- If you cancel during the minimum term, fees for the rest of the minimum term are still due.
Refunds
- Monthly fees are billed in advance and aren't refunded for partly used months.
- Setup fee: if we can't get your AI receptionist live within 30 days of your first payment for reasons on our side, you can cancel and we'll refund the setup fee and your first month in full.
- Service problems: if the service is unavailable for more than 3 consecutive days because of a problem on our side, we'll credit those days against your next invoice, or refund them if you're leaving.
- Billing mistakes: if we charge you incorrectly, we'll refund the difference in full.
- Ad budgets (ClinicEcho Growth) are paid directly by you to Google, Meta or other platforms, so we can't refund ad spend. Refunds for ad spend follow those platforms' own policies.
Approved refunds are sent to the original payment method within 10 business days. To ask for a refund, email hello@clinicecho.com with your clinic name and invoice number.
When you leave
- We switch off your AI receptionist and release any phone number we set up for you. Remember to turn off call forwarding on your own phone system.
- On request, we'll send you an export of your call log and conversation records within 14 days.
- We delete your clinic's data within 30 days of the end of service, unless the law or our Business Associate Agreement with you requires us to keep it longer.
- A website we built for you on ClinicEcho Growth stays yours once all fees for it are paid. We'll help you move it to your own hosting.
Service delivery
ClinicEcho is an online service. Nothing is shipped. After you sign up, we hold a kickoff call, set up your AI receptionist and test it with your team. Most clinics are live within about 10 business days.
Contact
Questions about cancellations or refunds: hello@clinicecho.com