Refund Policy

Version: 2026-07-03.1 Effective: 2026-07-17

This Refund Policy describes when you can get your money back. It is part of the Terms of Service.

1. Annual subscription

Thylib subscriptions are billed annually in advance at the rate shown to you at checkout, plus any applicable tax. Your subscription renews automatically each year unless you cancel; the full auto-renewal terms are disclosed at checkout and in the Terms of Service.

2. Free trial — try before any charge

Every family gets one 14-day free trial of the full product, which starts when you connect your first patient portal. No payment method is collected for the trial, so there is nothing to refund and nothing that can be charged automatically:

• When the trial ends, access simply pauses. You are not charged.
• To continue, you subscribe at the rate shown at checkout — an affirmative step you take yourself; there is no automatic conversion.
• Records synced during the trial are retained for 30 days after it ends (so you can subscribe later and pick up where you left off), then permanently deleted, as described in the Privacy Policy. You can also delete them immediately, any time.
• You can end the trial early from Billing → Cancel subscription.

Because the trial replaces any need for a post-purchase evaluation window, subscriptions do not carry a separate full-refund period — instead, a prorated refund is available at any time (§3).

3. Prorated refund, any time

You can cancel at any time and receive a prorated refund of the unused part of the year you have paid for. The refund is the number of whole days remaining in your current paid term, divided by 365, multiplied by the annual rate you paid. Cancelling this way ends your family's access immediately.

• In-app: Billing → Cancel subscription → Cancel now — prorated refund.
• Email: billing@thylib.com from the family-admin address.

If you would rather keep access through the end of the term you already paid for, you can instead simply turn off auto-renewal (Billing → Turn off auto-renewal, or the cancellation link in any billing email). When you cancel this way you will not be charged again, you keep full access until the end of the current year, and no refund is issued for the remainder.

We email you reminders approximately 40 days and again approximately 15 days before each renewal, each with the renewal date, the exact amount to be charged, and a one-click cancellation link — so an unwanted renewal should never come as a surprise.

4. Comped and discounted subscriptions

If your family subscription is at a USD 0 rate (an admin-issued comp), there is nothing to refund. Discounted subscriptions follow the same rules as §3, applied to the amount you actually paid.

5. Price increases

If we increase your renewal price, we will email you before the new price takes effect, including your next renewal date and the new amount. In addition, the 15-day renewal reminder (§3) always states the exact amount that will be charged — so notice of a changed price reaches you within 30 days before it takes effect for you, as some state laws (including New York's) require.

If you are a New York resident and we did not obtain your affirmative consent to the increased price, you may cancel within 14 days after your first charge at the increased price and receive a prorated refund of that charge, as provided by N.Y. Gen. Bus. Law §527-a. In practice, §3 gives every subscriber more than this: you can cancel for a prorated refund of the unused term at any time. Residents of other states may have similar rights under their state's law; nothing in this Policy reduces rights you have under applicable law.

6. Account deletion

Deleting your account or family ends auto-renewal and schedules destruction of your health-record data as described in the Privacy Policy. When you delete a family with an active paid subscription, we cancel it immediately and issue a prorated refund of the unused part of the paid year (§3). Deleting a family on a free trial ends the trial; nothing was charged, so there is nothing to refund.

7. Things we do not refund

• The portion of a term you have already used — that is, the non-prorated remainder left after applying §3 and §5.
• The free trial — it is free; no charge exists to refund.
• Third-party charges. If you use Thylib through an AI assistant that charges its own subscription (e.g. Claude, ChatGPT), Thylib cannot refund money you paid to that provider.

8. Processing

Refunds are issued to the original payment method via Stripe. We aim to process eligible requests within 5 business days; your bank may take a further 5–10 business days to post the credit.

9. Disputes

If a charge appears on your statement that you do not recognize, please contact billing@thylib.com before initiating a chargeback. Chargebacks initiated without contacting us first may result in account termination at our discretion.