Billing + Refund Policy

• Billing is monthly in advance. Annual commitments are available on request at a discount.
• Default currency is GHS for Ghanaian tenants, NGN for Nigerian tenants (on launch), and USD for tenants billed internationally.
• Payment rails — Paystack (GH / NG), Flutterwave (pan-African), Stripe (international). Mobile money is supported through Paystack and Flutterwave; cards through all three.

• Upgrading a plan or enabling a paid add-on mid-cycle: charged at sign-up for the remainder of the cycle, pro-rated to the day.
• Downgrading a plan: the new price applies from the next cycle. No partial refund of the current cycle.
• Cancelling an add-on: stays active until the end of the current cycle. No partial refund.

• We retry a failed recurring charge up to 3 times over 7 days.
• Day 1 of failure: email reminder + dashboard banner to the tenant admin.
• Day 8 of failure (grace ended): Service is suspended. Tenant and Authorised Users can log in to export data and update payment; clinical workflows are paused.
• Day 38 (30 days suspended): Service is fully suspended and the tenant enters the data-export window; after that window, data is deleted per the DPA.

SaaS fees are non-refundable except where:

• Termination follows a material breach by Vedge — pro-rata refund of the unused portion of the current cycle.
• A sub-processor change under the DPA is reasonably objected to and cannot be resolved — pro-rata refund of prepaid fees.
• Duplicate charges or obviously erroneous billing — full refund within 5 business days of verification.

If a tenant initiates a chargeback on a card or mobile-money transaction without first contacting billing@tryvedge.com, the Service may be suspended pending resolution. A repeated pattern of chargebacks is a material breach of the Terms of Service §6.

Prices quoted exclude VAT, NHIL, GETFund, and the COVID-19 Health Recovery Levy; we add them at the rate applicable on the invoice date. Ghanaian tenants with a tax-exemption certificate may submit it to billing@tryvedge.com for verification.