Prescriber.io refund policy

Payments to Prescriber.io are not refundable. Before buying, any clinician can open the monograph desk demo on our home page and look up a real drug, so the way interaction, contraindication and dosing answers are presented is clear in advance. After that, each seat is billed for its period and the payment stands, except in the three cases described further down.

How a seat is billed

Prescriber.io is sold per clinician seat, monthly or yearly, as shown on the pricing page. Paying for a seat opens access to the desk for the whole billing period from its first day. The charge is the same whether the clinician runs a hundred checks a day or none, because the fee is for access during the period and not for each lookup.

When you subscribe, you ask us to begin providing the service at once and you acknowledge that any statutory right of withdrawal or cooling-off period that would otherwise apply ends as soon as provision has started at your request.

Where your organization has signed a separate order or agreement with us, its commercial terms apply to the extent they differ from this page.

Stopping a subscription

Cancellation is self-service. Open the billing portal from your private desk and cancel there, with no need to email us. No later renewal is charged after that, and every seat keeps working until the end of the period already paid. Removing a seat or cancelling does not return money that has been charged, and it is not a refund request.

Each renewal opens a new period and makes its payment due straight away. If the card declines, the payment is still owed and our payment processor retries it over the next days under the same invoice, which is not a second charge. Cancelling during those retries stops future renewals but does not cancel the invoice for the period that has already started. To avoid the next period, cancel before the renewal date shown in the billing portal.

Requests we decline

The following do not lead to a refund of all or part of a charge:

• A change of mind, a change of role, or a clinician leaving your practice during a paid period.
• Seats that were bought but not assigned, or clinicians who rarely or never signed in.
• Disagreement with a monograph, an interaction rating or a dosing suggestion, or a local formulary or protocol that differs from it. Prescriber.io supports clinical judgement and does not replace it.
• A drug, product or rare combination that is not covered, or that is covered differently from what you expected, where the pricing page does not promise it.
• Your hospital IT, EHR vendor or compliance team not approving an integration, sign-on method or data agreement.
• A renewal that was charged, including one collected after earlier declined attempts.
• Assuming the plan was a single payment. Renewal is stated on the pricing page, at checkout, in the confirmation email and in the billing portal.
• Missing the renewal date, or cancelling right after it.
• Buying the wrong number of seats, plan or billing term.
• The unused part of a period after cancelling. Access runs to the end and is not pro-rated.
• A desk link or login shared with someone who was not meant to use it.

When a charge is returned

Only the three situations below qualify, only where our records and the payment processor's records support them, and only for the charge concerned:

• Billed twice in error. Our billing collected payment twice for the same seats and period.
• Unauthorised card use, shown by the records. A card was used without the cardholder's authority, it is reported to us within 14 days of the charge, and the transaction and account records confirm it. A statement alone is not enough, and we may ask for confirmation that the card issuer was informed.
• A total outage on our side. A confirmed fault made the desk entirely unusable for a continuous period, it was reported to us while it was happening, and we could not restore service. Slow responses, a single failed lookup, or problems with your own network, device or EHR are not an outage.

A returned charge never exceeds what was paid for the affected period, goes back only to the card that paid it, and is our entire liability for that charge. One return does not create a right to another.

Sending a request

Email support@prescriber.io from the address that owns the subscription, within 14 days of the charge, with the date, the amount and which of the three situations you rely on. Requests sent later or through other channels are not considered. We work through them in the order received, without a guaranteed reply time, and a declined request is not reopened.

Disputing a charge with your bank without contacting us first breaches our terms of service, and the subscription and its desk are closed permanently.

Evidence we hold

By subscribing you accept our terms of service, which include this policy, and our privacy policy. Checkout states the plan, the price per seat, the billing term and automatic renewal before payment.

For every subscription we retain the time of purchase, the plan and price displayed, acceptance of the terms, the emails we sent, and the desk activity log, including sign-ins and lookups with the technical details recorded for each. The payment processor keeps its own record of each charge, such as the card's issuing country, the location the payment came from and the result of bank authentication like 3D Secure. Unauthorised-charge claims are assessed against these records, and they are provided to the card issuer if a dispute is opened.

Subscriptions started earlier

Subscriptions bought before October 14, 2026 keep the refund terms that were published when they were purchased.