Cancellation, Return and Refund Policy

Effective date: September 29, 2026 · Last updated: September 29, 2026

1. Overview

This policy explains how you can cancel a KeepPulsing subscription and how refunds are handled. KeepPulsing is a clinic management software business operated by Muhammad Awais Naseem as an individual (sole proprietor) in Pakistan.

KeepPulsing is an online software service, not a physical product. Nothing is shipped, so there is nothing to return or exchange; a "return" under this policy means cancelling a subscription and, where it applies, a refund.

Read this policy together with our Terms & Conditions and Privacy Policy. Current prices, currencies and billing periods are shown on our pricing page and at checkout, not here.

2. Cancelling a subscription

You can cancel at any time from Settings → Subscription in the KeepPulsing application, or by contacting us at [email protected]. Subscriptions are paid in advance, and after you cancel, the clinic keeps working until the end of the period already paid for. How renewal works depends on how you pay:

Paddle (outside Pakistan) — the subscription renews automatically at the end of each period. Cancelling stops the next renewal, so no further charge is made.
Safepay (Pakistan) — each payment buys one period and nothing renews by itself, so there is no future charge to stop. Cancelling records that the subscription should end when the paid period does.
Manual payment — each period is arranged directly with us. Tell us you want to cancel and no further period will be arranged.

Cancelling does not by itself mean a refund. If you would like a refund for the rest of a paid period, ask for one as described in section 5.

3. Refund eligibility

Refunds are not automatic. We consider each request on its merits, taking into account:

the subscription period that was paid for;
how much of that period has already been used;
when the cancellation or refund request was made;
the payment method used;
applicable law and consumer rights;
the circumstances of the request.

A refund may be full or partial depending on those circumstances, and we may look at unusual cases individually. Where no payment was taken — for example while a clinic is trying KeepPulsing before subscribing — there is nothing to refund.

Nothing in this policy is intended to limit any consumer or other legal rights that cannot lawfully be excluded.

4. How a refund is worked out

Where a refund is applicable, KeepPulsing may refund the unused portion of the applicable paid subscription period after accounting for the portion already used. The part of the period you have already used may be retained.

The approved amount depends on the circumstances of the request, and we will tell you what it is before or when the refund is made.

5. How to request a refund

Email [email protected] with enough detail for us to find your account and payment:

the phone number or email address on your account;
the clinic name;
the approximate date of the payment;
the subscription it was for;
the reason for the request, if you would like to give one.

Never send a full card number, a CVV or security code, your password, a one-time or authentication code, or any other payment credential. We will never ask for them. We may ask for other information where it is reasonably needed to confirm the account or the payment.

6. How long it takes

Three different steps are involved, and only the first two are ours:

Review. We aim to review a cancellation or refund request within 2 business days of receiving it, and to tell you our decision.
Starting the refund. Once a refund is approved, we aim to initiate it within 5 business days, where the refund is under our control. For a payment made through Safepay or Paddle, this means submitting the refund through that provider.
Reaching your account. After a refund is initiated, how long it takes to appear in your account depends on the payment provider, your bank, card issuer or wallet provider, and the payment network. We cannot control or guarantee that date.

7. Payment methods and how refunds are made

Pakistan — Safepay

Online payments from clinics in Pakistan are processed by Safepay. When we approve a refund for a Safepay payment, we initiate it through Safepay, which then processes it back towards the original payment. Posting time then depends on Safepay and on your bank, card issuer or other financial institution. KeepPulsing does not store complete card numbers or security codes.

Outside Pakistan — Paddle

Online payments from clinics outside Pakistan are made through Paddle, which acts as the Merchant of Record for those transactions: Paddle is the seller of record and handles the payment, the applicable sales taxes and the invoice. When we approve a refund for a Paddle transaction, it is processed through Paddle's payment and refund systems, and Paddle returns the money to the original payment method — we do not send it to your card ourselves. Paddle's own buyer terms and refund policy also apply to these purchases, and you can manage or cancel a Paddle subscription in the ways Paddle provides as well as from within KeepPulsing.

Manual payment

A subscription can also be arranged by manual payment, where that is available: a clinic sends a subscription request from within the application, and payment is then arranged directly with KeepPulsing. For a manually paid subscription, payment is made directly between you and KeepPulsing, and an approved refund is made directly by KeepPulsing. The amount is decided under this policy, and how it is paid back may depend on how the original payment was made.

8. When a refund may not apply

A refund will usually not apply where:

the paid subscription period has already been used in full;
the request is for a period that has already been used;
the account was suspended or ended because of a serious breach of our Terms & Conditions;
the payment cannot reasonably be verified;
the same payment has already been refunded;
the request does not qualify under this policy or applicable law.

We may still make an exception where the circumstances call for one.

9. Problems with the service

If KeepPulsing is not working as it should, contact [email protected] first. We will look into it and, where reasonably possible, try to put it right. Depending on the circumstances, a fair remedy may be:

fixing the problem;
restoring service or access;
extending your paid period;
a partial refund;
another reasonable resolution.

10. Cancelling is not deleting

Cancelling a subscription does not delete your account or your clinic's records. When a subscription ends, the clinic is not deleted, and export stays available so you can take your records with you. If you want your account or clinic data deleted, ask us; how data is kept and deleted is explained in our Privacy Policy.

11. Billing disputes and chargebacks

If something looks wrong with a charge, please contact us first at [email protected]. We can usually review and correct it faster than a dispute can be resolved.

This does not affect your right to raise a dispute with your bank, card issuer or payment provider. Those disputes are decided by them under their own rules, not by KeepPulsing. For Paddle transactions, Paddle, as Merchant of Record, may handle the dispute.

12. Complaints

If you are unhappy with how a cancellation or refund was handled, contact us:

Email: [email protected]
Phone: +92 345 5073226
Address: 34, Street 12, Block D, OPF Valley, Islamabad, Pakistan

We aim to acknowledge a complaint within 2 business days, and to give you a response or proposed resolution within 7 business days where reasonably possible. These are targets: a complex matter, or circumstances outside our reasonable control, may take longer, and if so we will tell you.

13. Changes to this policy

We may update this policy. The updated version will be published on this page with a revised effective date. A change does not affect a refund request we have already received.

14. Contact us

KeepPulsing
Owner/Operator: Muhammad Awais Naseem
Business structure: Individual / Sole Proprietor
Business address: 34, Street 12, Block D, OPF Valley, Islamabad, Pakistan
Email: [email protected]
Phone: +92 345 5073226
Website: keeppulsing.com