Refund Policy | DEEPPLANE™

1. Company Information

This Refund Policy applies to all paid services provided by Healthgov OÜ through DEEPPLANE™.

Legal Business Name: Healthgov OÜ
Trade Name: DEEPPLANE™
Registry Code: 16656270
Address: Valge tn 13, Tallinn 11415, Estonia
Email: Contact Us

Healthgov OÜ is below the Estonian VAT registration threshold; no VAT is charged on invoices.

2. How Surgeons Pay on DEEPPLANE™

DEEPPLANE™ bills surgeons through a monthly package paid into a prepaid wallet. You choose a package, the full amount becomes wallet balance, and that balance is consumed one patient inquiry at a time ("unlocks"). The package repeats every month — and sooner if your balance runs out before the month does — until you stop it, which takes one press.

2.1 The Monthly Package

One package: $500 per month, paid by card through Stripe Checkout. The full amount becomes spendable wallet balance. One-off top-ups of an arbitrary amount are no longer sold.
Your wallet balance is denominated in the currency you first used; you cannot mix currencies.
Funds in the wallet do not expire and earn no interest.

2.2 Per-Inquiry Unlock Pricing

Each patient-contact unlock is priced based on the patient's region. Prices range from €25 to €89 per unlock at the time of writing.
The exact unlock price for a given inquiry is shown to you BEFORE you click "Unlock" — no surprise charges.
Authority-based monthly free allowances (earned by adding our backlink badge to your website) are consumed first; paid balance is only used after free allowance is exhausted.

2.3 When the Package Charges

Your saved card is charged the package amount on its monthly date, and earlier if your balance runs out before that date. Either charge starts the next month, so a fast month is never billed twice.
If your balance is already above two months' package fee we skip the next charge until you have spent it down, and you can stop the package at any time in one press from your billing dashboard.
If a card is declined, auto-reload pauses for 48 hours and you receive an email notification.

3. Refunds

Package payments are not refundable. From 9 August 2026 the amount you pay becomes wallet balance immediately, that balance never expires, and it stays spendable on unlocks for as long as your account is open — but it does not convert back to cash. Money paid BEFORE 9 August 2026 keeps the 30-day refund it was sold under, and that window closes on its own.

3.1 What we always refund

Duplicate charges — if Stripe charged you more than once for the same package, we refund the duplicate immediately.
Unauthorized charges — if a payment appears on your statement that you did not initiate, we refund it after a brief identity check.
Our own mistakes — a wrong amount, or a charge made after you stopped the package, is refunded in full.

3.2 What is not refundable

Package payments made on or after 9 August 2026, including the part of the balance you have not spent yet. The balance stays yours and stays spendable; it simply is not returned as cash.
Inquiry unlocks that have already been consumed — once you click "Unlock" and the patient's contact details are revealed in your dashboard, that unit of balance is non-refundable.
Free unlocks earned through the backlink/authority programme. These are platform credits, not cash, and have no refund value.

4. How to Request a Refund

For anything in 3.1 — a human reads every request:

Stop the package first: one press in your billing dashboard prevents a further charge while we look at it. Stopping the package does not by itself refund anything.
Then write to us: use the contact form with subject line "Refund Request — [Your Account Email]". Include the date of the payment and the amount.

We aim to respond to email refund requests within 1 business day. Approved refunds reach your card statement within 5–10 business days depending on your bank.

5. Cancelling Your Account

You can close your DEEPPLANE™ surgeon account at any time from account settings. Closing your account:

Stops the monthly package immediately — no further charge is made.
Removes your public profile from search results within 24 hours.
Disables auto-reload and any pending unlocks.
Retains anonymised, aggregated usage data for legal/audit reasons (see Privacy Policy).

6. Chargebacks

Please contact us first via the contact form before initiating a chargeback with your bank or card issuer. Everything in section 3.1 is refunded without argument, and an unexpected charge is almost always one of those.

Chargebacks cost both parties unrecoverable processing fees (€15–€30 per dispute) and may result in account suspension. Everything in section 3.1 — a duplicate charge, an unauthorized charge, or a mistake of ours — is refunded in full directly, faster, and without paperwork.

7. Patient Inquiries and Optional Patient Services

Submitting an inquiry through DEEPPLANE™ is free: there is no fee and no obligation to book. Some optional patient services are paid (an independent evaluation, the Date Lock system-use fee described in 7.1, or a private booking record) and each shows its own price and refund terms before you pay. Sections 1 to 6 above cover paid surgeon services.

7.1 Date Lock (reserving a surgery day)

Date Lock holds a surgery day with a surgeon for you. You pay DEEPPLANE a system-use fee for it. The fee is paid to DEEPPLANE, not to the clinic; it is not a deposit and not part of the surgery price.

If the surgeon declines the day, or does not answer in time, the fee is refunded in full, automatically. Your status page shows how many days the surgeon has to answer.
If the surgeon cancels a day already closed for you, or does not receive you on the day, the fee is refunded in full.
If you cancel, the fee is refunded in full unless the surgeon has already paid DEEPPLANE to close the day for you; once that has happened, the day was held and delivered and the fee is not refunded. The pay screen tells you which applies before you pay, and your status page tells you again before you cancel.
If you do not attend on a day that was closed for you, the fee is not refunded.
A refund goes back to the card you paid with; your bank usually shows it within 5 to 10 business days. Flights, hotels and time off work are not covered.

8. Changes to This Policy

We may update this Refund Policy as our pricing or services change. Two guarantees hold whatever we change. First, a change never reaches back: it applies only to money paid after it takes effect, so payments made before 9 August 2026 keep the 30-day refund described above. Second, you never pay under terms you were not shown — the amount, the monthly repeat and the non-refundable term are stated on the payment page before every press. If we ever change the terms attached to money already in your wallet, we will email every surgeon holding a balance at least 14 days beforehand. Non-material wording changes are reflected by updating the "Last updated" date above.

9. Contact

Email / contact form: deepplane.com/contact
Postal address: Healthgov OÜ, Valge tn 13, Tallinn 11415, Estonia