DRAFT — pending attorney review. Not legal advice, and not launch-ready in any market. This refund and cancellation policy is a drafted starting point. It has not been reviewed or approved by a lawyer in any of the six countries Vivetra serves — the United States, Canada, the United Kingdom, Ireland, Australia, or New Zealand — and must not be relied on until it has been. It is especially provisional for Australia: the partial-month position below sits squarely inside the reach of Australia’s November 2023 Unfair Contract Terms reforms and the non-excludable ACL consumer guarantees, so it carries real exposure until Australian counsel has confirmed the wording. The bracketed “attorney review” notes throughout are open items for that review.
Refund & Cancellation Policy
Last updated: July 24, 2026
Vivetra is sold as a simple, flat-rate monthly subscription with no long-term contract. This page explains, in plain language, how cancellation and refunds work — the same way for practices in the United States, Canada, the United Kingdom, Ireland, Australia, and New Zealand, except where a country’s own consumer law adds rights on top (covered in the country-specific section further down).
Month to month, no long-term contract
Your Vivetra subscription is a rolling monthly plan. The base price of $200/month covers shared-core plus your first service, with unlimited doctors, unlimited staff, and fully managed hosting included; each additional service adds a fixed service add-on to the same monthly bill. There is no minimum term, no fixed-length commitment, and no early-termination or cancellation fee. You pay for the month you are in, and you decide each month whether to keep going.
How to cancel
You can cancel at any time from your Vivetra account, or by contacting us and asking us to cancel for you. There is no retention call to sit through and no form of penalty for leaving. A cancellation takes effect at the end of your current paid month — it stops the next renewal, rather than cutting off the month you have already paid for.
What happens when you cancel
When you cancel, your access continues through the end of the monthly period you have already paid for. You keep full access — every service you subscribed to, unlimited staff, and managed hosting — right up to that period-end date. Nothing shuts off the moment you click cancel.
Before that date, you can export your practice’s data. Because managed hosting is something we operate for you (you never run a server, patch an operating system, or restore a backup yourself), we make sure you can take a clean copy of your records with you before access ends. After the paid period lapses, the subscription simply stops renewing and billing stops.
Refunds for a partial month you cancel
When you choose to cancel, we do not refund the unused portion of a month that is already in progress. You keep your full service through the end of that paid month instead — you paid for the month, and you receive the whole month. This is the standard way month-to-month software is billed: the value you paid for is delivered in full for the period you paid, rather than pro-rated back on the way out.
To be clear about what this clause is and is not: it applies to your own voluntary cancellation. It is not a blanket waiver of every remedy. It does not touch a genuine billing error, a duplicate charge, or a refund you are entitled to under mandatory consumer law — those are handled in the sections that follow, and this partial-month rule does not override them.
Billing errors and duplicate charges
The partial-month rule above is about voluntary cancellation, not about mistakes. If you were charged twice, charged after you had already cancelled, or charged the wrong amount, that is a billing error — tell us and we will correct it and refund the difference back to your original payment method. You are never expected to eat a charge that should not have happened.
Failed or missed payments
If a monthly renewal payment fails — an expired card, a declined bank charge — we will notify you and retry rather than immediately cutting you off. If payment still cannot be collected after we have given you a chance to update it, the subscription is suspended until the balance is settled. A suspension for non-payment is not a punitive charge; you are only ever billed for service you actually subscribed to.
Your rights under local consumer law
Vivetra is business-to-business software: a veterinary practice, hospital, shelter, or equine/livestock operation buys it to run its own business. That matters for how consumer-protection law applies, and it works differently in different countries. Nothing in this policy is intended to take away a right that your country’s law says cannot be waived.
United Kingdom & Ireland
Consumers in the UK and Ireland have a statutory cancellation (“cooling-off”) right for many contracts made at a distance, which can carry a refund entitlement. That right is defined for a “consumer” — a natural person acting outside their trade, business, craft, or profession. A veterinary practice buying practice-management software to run its own operations is acting as a business (a “trader”), not as a consumer, so on the plain wording of the law that statutory consumer cooling-off/cancellation-refund right does not apply to a Vivetra subscription. Your month-to-month, cancel-anytime terms above are what govern instead.
[ATTORNEY REVIEW: confirmed by primary-source research (UK SI 2013/3134 reg 4; EU Directive 2011/83/EU Art 2) that this B2B subscriber structure falls outside the UK/EU consumer-cooling-off-right definition — attorney to confirm this reading holds before relying on it]
Australia
The no-refund-for-a-partial-month rule above applies to your own voluntary cancellation. It is written as an evenhanded, standard month-to-month billing practice — you receive the full month you paid for — not as a one-sided term and not as a disclaimer of remedies. Separately, Australian Consumer Law consumer guarantees (that services are supplied with due care and skill and are reasonably fit for their purpose) can apply to a purchase even when the buyer is a business, and where such a guarantee fails, that can create a refund or remedy entitlement that this policy does not, and cannot, override.
[ATTORNEY REVIEW: confirm this refund policy does not read as an unfair contract term for an Australian small-business customer under the Nov 2023 UCT reforms, and confirm it does not purport to override non-excludable ACL consumer-guarantee remedies where they apply].
United States, Canada & New Zealand
For customers in the United States, Canada, and New Zealand, the month-to-month, cancel-anytime terms set out above govern your subscription, alongside any non-excludable rights your local law provides. As everywhere else, we will always correct a genuine billing error regardless of the partial-month rule.
How a refund is issued, when one is due
When a refund is owed — a billing error, a duplicate charge, or an entitlement under the consumer law described above — we send it back through our payment processor (Stripe) to the same card or bank account the original charge came from. We do not issue refunds as store credit, by cheque, or to a different account. Once we process it, the funds typically take a few business days to appear, depending on your bank or card issuer.
Price changes
Vivetra’s pricing moves on a small, published schedule — a modest adjustment every couple of years, set out in the open on our pricing page well before it takes effect. Because you are on a month-to-month plan with no lock-in, you are always free to cancel before a scheduled adjustment if it does not work for you. A price change is never applied retroactively to a month you have already paid for.
Questions
Am I locked into a contract or a minimum term?
No. Vivetra is billed month to month. There is no minimum term, no fixed-length contract, and no early-termination or cancellation penalty. You can cancel at any time and your subscription simply stops renewing.
If I cancel mid-month, do I lose access right away?
No. When you cancel, your access continues through the end of the monthly period you have already paid for. You keep full access — every service, unlimited staff, and managed hosting — right up to that period-end date. It does not shut off the moment you cancel.
Do I get a refund for the rest of the month when I cancel?
For a voluntary cancellation, no. You keep service through the end of the month you have already paid for, and we do not refund the unused portion of a month already in progress. This is standard month-to-month software billing: you paid for that month, and you get that whole month. It is separate from a billing error or a statutory refund entitlement, which are handled differently — see the sections below.
What if you double-charged me or made a billing mistake?
A genuine billing error — a duplicate charge, a charge after you had already cancelled, or the wrong amount — is not covered by the no-refund-for-partial-months rule. Contact us and we will correct it and refund the difference back to your original payment method.
How and when is a refund actually paid out, when one is due?
Any refund we issue is sent back through our payment processor (Stripe) to the same card or bank account the original charge came from. We do not pay refunds by cheque, store credit, or to a different account. Once we process it, the funds typically take a few business days to appear, depending on your bank.
Does this policy take away rights I have under my country's consumer law?
No. Where mandatory consumer-protection law gives you a right that cannot be contracted away, that law applies regardless of what this policy says. The country-specific section below sets out how that works for the UK, Ireland, and Australia. Nothing here is intended to override a right you cannot legally waive.
Still not sure?
If anything about billing, cancellation, or refunds is unclear, just contact us and ask — we will give you a straight answer. You can also review the full pricing breakdown and our Terms of Service.
Vivetra is operated by ArdinGate LLC. This Refund & Cancellation Policy forms part of, and should be read together with, the Vivetra Terms of Service.