Refund Policy

Who handles your purchase

SimVitals is operated by Benjamin Kimelman. Paddle is our reseller and Merchant of Record and handles payment processing, billing, applicable sales taxes/VAT, refunds, and related purchase transactions. This policy should be read with our Terms of Service and Paddle's Buyer Terms.

Annual renewal and cancellation

Paid subscriptions renew automatically each year unless canceled before the next renewal. Your billing details show the renewal date and purchased plan or seats. To cancel, open Account → Subscription → Manage billing. Institution billing administrators can use Manage billing in the Institution Admin subscription section. You can also request cancellation through paddle.net. Keep the cancellation confirmation and check the effective date.

Cancellation normally stops the next renewal; paid access continues until the end of the current paid term shown in your billing details. Paid features then become unavailable unless another valid subscription or access grant applies. Institution members' access depends on their institution's subscription and permissions. Only the institution's billing account holder or designated billing administrator manages its subscription; removing an instructor or student does not cancel it.

Cancellation does not automatically request a refund or delete your account or workspace content. Privacy and deletion requests are covered by our Privacy Policy. To avoid a further charge, cancel the subscription separately rather than assuming that an account deletion request stops billing.

30-day money-back guarantee

We offer a 30-day money-back guarantee on SimVitals subscriptions. If you're not satisfied with your purchase, you can request a full refund within 30 days of your order date.

For a renewal charge, request a refund within 30 days of that renewal transaction. If more than 30 days have passed, contact Paddle for review under its refund policy and applicable law. Cancellation alone does not automatically create a prorated refund for unused time. Nothing in this policy limits your mandatory consumer rights or Paddle's refund obligations.

How to request a refund

Refunds are processed by our payment provider and Merchant of Record, Paddle. To request a refund, visit paddle.net and follow the buyer support flow, or contact our support team through the in-app help and feedback form or at support@simvitals.icu and we'll help you. Provide the purchase email and order or transaction reference, if available; do not send full card details or patient information.

For full details of Paddle's refund handling, see Paddle's Refund Policy.

Refunds, failed payments, and access ending

Paddle confirms the refund decision, payment method, and processing timeline. A refund and a subscription cancellation are separate actions: confirm with Paddle whether future renewals have also been stopped. Access associated with a refunded subscription may end on the effective termination date confirmed during that process, rather than continuing for a refunded term.

If a payment fails, Paddle may retry it and contact the billing account holder. We may restrict or suspend paid features while payment remains overdue; no fixed grace period is guaranteed. Unresolved non-payment may result in termination. Serious misuse, security risks, or a material breach of our Terms of Service may also result in earlier suspension or termination, without removing rights required by law or Paddle's terms.

Plan and seat changes

Contact SimVitals support to request an upgrade, downgrade, or institution seat adjustment. We will confirm availability, the effective date, any prorated charge or credit, and the next renewal price before applying an agreed change. Paddle processes the billing adjustment. A request does not itself change your plan or guarantee a prorated refund.

Free trials

Eligible new personal Learner and Professional accounts receive a free 3-day trial. The trial does not charge you or automatically start a paid subscription. You can let it expire without subscribing; there is no trial charge to refund. If you choose to activate a paid subscription through checkout, the purchase and renewal terms above apply. Institutions do not receive an automatic trial.