Refund Policy
Last updated: April 2026
This policy applies to subscriptions to Ema Health purchased online. It complements — and where applicable is overridden by — any individual agreement signed between the customer and Emaq d.o.o.
1. Merchant of Record
Online purchases of Ema Health subscriptions are processed by Paddle.com Market Limited ("Paddle"), which acts as the Merchant of Record (MoR) and reseller of our software. Paddle is responsible for handling payments, invoices, applicable taxes (VAT, sales tax) and chargebacks. Your invoice and bank/card statement will reference Paddle, not Emaq d.o.o.
2. 14-day right of withdrawal
If you are a consumer in the European Union, the United Kingdom, or another jurisdiction with equivalent protection, you may withdraw from your subscription within 14 calendar days of the initial purchase, without giving a reason, and obtain a full refund of the most recent payment.
This right does not apply once the service has been fully performed during that period with your express prior consent and your acknowledgement that you lose the right of withdrawal — for example, when you actively use Ema Health to manage patient data during the cooling-off window.
3. Subscription cancellations
- Monthly plans: you may cancel at any time. Cancellation takes effect at the end of the current billing period. We do not refund partial months once the period has started, except in the cases described in section 4.
- Annual plans: you may cancel at any time, with renewal stopped for the next year. Annual fees already paid are non-refundable on a pro-rata basis after the 14-day window in section 2, except in the cases described in section 4.
- One-time set-up fees, training, data migration, and custom integrations are non-refundable once work has commenced.
4. Discretionary refunds
Beyond the cases above, we — or Paddle on our behalf — may grant a refund at our discretion where there is a genuine service problem we cannot resolve in a reasonable time, an accidental duplicate charge, or a clearly unauthorised payment. Reach out and we will look at every request fairly.
5. How to request a refund
To request a refund, email billing@emaq.ba from the address on your account. Include the Paddle order or invoice number and a short description of the reason. You may also contact Paddle directly at paddle.net using the order reference from your invoice email.
Approved refunds are returned to the original payment method. Processing typically takes 3–10 business days depending on your bank or card issuer.
6. What happens to your data after a refund
A refund and account closure trigger the data-deletion process described in our Privacy Policy. Patient data is deleted within 90 days of contract termination unless you export it first; backups age out within the rolling 30-day window. If your refund is partial and you continue using Ema Health, no data is removed.
7. Chargebacks
If you have a billing problem, please contact us before initiating a chargeback with your bank — most cases are resolved faster directly. Disputed charges that are later determined to be valid may result in suspension of access until the underlying balance is settled.
8. Contact
For questions about this policy, billing, or refunds, contact us at billing@emaq.ba.