Refund policy

Why the trial is the policy

Most refund disputes in software are really a decision that was made too early, with a card, before anybody had used the thing. So the decision here is meant to happen before money moves: 14 days, every feature, no card, no sales call unless you ask for one. Everything below follows from that.

After the trial, there are no refunds

Payments are not refundable once made. That applies to a monthly subscription, an annual subscription and a perpetual licence alike. It is a plain rule and we would rather state it plainly here than be vague and argue later.

It is a fair rule only because the trial is real. You get 14 days with every feature, on your own computers, with your own staff and your own patients, before a single ringgit is asked for. If Klinira is wrong for your clinic, that fortnight is long enough to find out, and walking away then costs you nothing at all.

What you can do instead

No refund does not mean no way out. A subscription can be cancelled at any time; it simply runs to the end of the period you have already paid for and does not renew. A perpetual licence keeps working forever whatever you decide, and you can stop its annual updates and support fee at any renewal without the software stopping. In every one of those cases your data exports in full.

When we do refund

One case, and it is not really a refund so much as a correction: if we charged you something we should not have. A duplicate charge, a charge after you cancelled, a charge for a plan you did not buy, or an amount that does not match what you agreed. We return that in full, every time, without argument and without you having to press for it.

Paid sessions and one-off work

Extra training, data migration and on-site visits are quoted before we do them and are not refundable once delivered. Cancel one more than 24 hours ahead and there is nothing to pay at all.

If we raise the price

You get at least 60 days written notice and you may end the agreement before the new price takes effect. A price rise is never applied to a period you have already paid for.

What a refund is not for

These are real problems and we will help where we can, but they are not payment disputes and a refund does not solve any of them.

• A computer, a printer or an internet line that failed
• A third-party portal that changed how it works
• A feature we publicly say we do not build, listed on the facts page before you bought
• Deciding later to move to a different system

Before you raise a chargeback

Write to us first. A chargeback freezes the payment record while a bank decides, which helps nobody and takes longer than an email would. Either way, and this does not depend on how the dispute goes, we do not withhold your data.

Your data, either way

Whatever happens to a payment, your data exports in full. Export is never gated by licence state and never withheld for non-payment, because your clinic has a statutory duty to keep patient records and a billing dispute with us is not a reason to put you in breach of it.

If we charged you wrongly, tell us

Email hello@klinira.my with your clinic name and the invoice number, and we reply within one working day. Money goes back the way it came. A card refund is quick. An FPX refund settles in about a week and can only run back down the bank channel within 60 days of the original payment; later than that, or where you paid us by bank transfer, we transfer it to an account you name.

This page was last updated on 1 September 2026.