Refund Policy

Last updated: 7 November 2026

Try before you pay

Every new account can write a number of prescriptions free of charge, so you can try ProtonRx fully before buying a subscription.

Subscriptions

Subscriptions (Pro) are prepaid for the chosen period (for example 3, 6 or 12 months).
A subscription starts as soon as the payment is confirmed.
Payments for a period that has already started are generally not refundable.

AI balance

AI balance top-ups are not refundable. Please top up only what you expect to use. New accounts may get free AI analyses (as shown in the app) to try AI prescription before paying.
AI balance cannot be exchanged for cash or Pro, or transferred to another account.
If an AI analysis fails, its charge is returned to your AI balance automatically (not to your payment method).
Unused AI balance is not refunded when an account is paused, closed or deleted.
The only exceptions are payment errors: you were charged twice for the same top-up, or the payment was taken but your AI balance was not credited and we cannot fix it within 3 working days. The "paid by mistake" refund below applies to Pro only.

When you will get a refund

Charged twice for the same order.
Payment taken but Pro not activated and we cannot fix it within 3 working days.
Paid by mistake and you contact us within 7 days of payment without having used Pro features. We may deduct gateway charges.

How to request a refund

Contact us on WhatsApp at 01822616361 with your registered email, the payment date, amount and transaction ID (shown in the app or in your SSLCommerz receipt).

Processing

Approved refunds are returned to the original payment method (card, bKash, Nagad or bank) through SSLCommerz, usually within 7–10 working days, depending on your bank or mobile financial service.

Account pause or closure

If an account is paused or closed for breaking our Terms of Service, unused subscription time and AI balance are not refunded.

Contact

WhatsApp support: 01822616361