Cancellation & Refund Policy

KineticFlow is offered on monthly and annual subscription plans. Your subscription begins on the date you complete checkout and renews automatically at the end of each billing period (monthly or yearly) at the then-current plan price unless you cancel before the renewal date.

All prices are in Euros (EUR) and exclusive of VAT unless stated otherwise; VAT is applied at the rate of your country where required. Payments are processed by Stripe, Mollie, or another third-party processor as disclosed at checkout; their terms and privacy practices also apply to your payment.

We will send a renewal reminder by email before your annual plan renews. It is your responsibility to ensure the payment method on file is valid.

You may cancel your subscription at any time by emailing hello@assistencialabs.com with the subject line "Cancel Subscription" from the email address associated with your account, or through the account settings in the KineticFlow platform once that self-serve option is available.

Cancellation takes effect at the end of your current billing period. You retain full access to KineticFlow until that date. We do not prorate or refund unused days in the current period for monthly plans, except where mandatory consumer law requires otherwise.

If you cancel an annual plan, access continues until the end of the paid annual term. See the Refunds section below for annual plan refund eligibility.

Consumer right of withdrawal: where you subscribe as a consumer in the EU, you generally have a 14-day right of withdrawal from the start of the subscription. If you ask us to begin providing the service during that period, you may be charged on a pro-rata basis for what you have used up to the point of withdrawal. Business customers are not entitled to this statutory right of withdrawal.

Monthly plans: outside any applicable withdrawal period, payments for monthly plans are non-refundable. When you cancel a monthly subscription, you will not be charged for the next billing period but no refund is issued for the current period.

Annual plans: if you cancel an annual plan within 14 days of the start of the subscription or of a renewal, and you have not used the platform extensively during that period, you may request a refund by emailing hello@assistencialabs.com. Refund requests after 14 days from the billing date are evaluated on a case-by-case basis and are not guaranteed.

We reserve the right to decline refund requests where we determine the policy has been misused (for example, repeated subscribe-and-refund patterns), to the extent permitted by law. Approved refunds are processed to the original payment method within 5–10 business days. Processing timelines may vary depending on your bank or card issuer.

Where a free trial is offered, no payment is taken during the trial period. If you do not cancel before the trial ends, your subscription automatically converts to a paid plan and your saved payment method will be charged for the first billing period.

You may cancel a trial at any time before it expires with no charge. Trial periods are offered once per clinic; creating multiple accounts to extend trial access is not permitted.

Enterprise plans are governed by a separate order form or master service agreement. Cancellation, renewal, and refund terms for enterprise customers are as set out in that agreement. Where no separate agreement exists, this policy applies.

After your subscription ends, your account will be deactivated. Your data (including patient records, session notes, and files stored in KineticFlow) will be retained for 30 days following the end of your subscription to allow you to request an export.

To request a data export before deletion, email hello@assistencialabs.com within the 30-day window. After 30 days, we may permanently delete your data in accordance with our Privacy Policy, our data processing terms, and applicable law, including the GDPR.

Some data may be retained longer where required by law or to resolve disputes.

Questions about cancellations or refunds: hello@assistencialabs.com. Please include your clinic name and registered email address in your message so we can locate your account promptly.