Refund, Cancellation & Delivery Policy

1. Delivery policy

Bupilo is a software subscription delivered electronically over the internet. There is no physical product. Nothing is shipped, couriered or collected. There are no delivery charges and no delivery addresses.

What	How it is delivered	When
Access to the Bupilo software	Your practice environment is created automatically and your staff sign in with their own credentials at app.bupilo.co.bw from any device with a browser and an internet connection.	Within minutes of payment being confirmed. Card, mobile money and PayPal payments confirm instantly; bank transfers confirm once funds reflect, usually the same or next business day.
Implementation & onboarding	Data migration, configuration and training, delivered remotely or on site in Gaborone by arrangement with you.	Typically one to two weeks from the start of the engagement, to a schedule agreed with you in advance.
Updates, backups and support	Applied automatically to your environment; support by email and telephone.	Continuously, for as long as your subscription is active.

If your access has not been activated within one business day of your payment being confirmed, contact support@bupilo.co.bw and we will resolve it or refund you in full.

2. Cancelling your subscription

There is no minimum term and no lock-in. The subscription runs month to month.

You may cancel at any time by giving thirty (30) days' written notice to billing@bupilo.co.bw, or in writing to our office address.
We acknowledge every cancellation in writing within two business days. If you have not received an acknowledgement, assume we did not receive the notice and contact us.
Your service continues to the end of the notice period. You will not be invoiced for any month beginning after the notice period ends.
Nothing is deducted or charged as a cancellation penalty.

We may also cancel, on the same thirty days' notice, or immediately in the circumstances set out in the terms of service.

3. Refunds

Monthly subscription fee

Unused prepaid months are refunded in full. If you have paid in advance for periods beyond your cancellation date, we refund those months pro rata.
The month in which you are actively using the service is not refunded, because the service was supplied for that month.
If we fail to deliver — a fault on our side makes the service materially unusable for more than three consecutive business days and we cannot fix it — we refund the affected period in full, without you having to ask.
Duplicate or incorrect charges are refunded in full, immediately, on request.

Implementation & onboarding fee (from BWP 6,800 — the amount in your agreement)

Refunded in full if you cancel before implementation work has started.
Refunded pro rata if you cancel after work has started, based on the work actually completed. We will provide a written breakdown of what was done and what is being returned.
Not refundable once implementation is complete and your practice has gone live, since the service has then been delivered in full.
Refunded in full if we are unable to complete the implementation for reasons within our control.

The principle we apply: if we did not deliver, you get your money back. If we delivered and you simply want to stop, you keep what you paid for and are not billed again. We would rather refund a customer than argue with one.

4. How to request a refund

Email billing@bupilo.co.bw with your practice name, the invoice number and what you would like refunded and why.
We acknowledge within two business days.
We assess and give you a written decision within seven business days. If we decline, we tell you exactly why and what you can do next.
Approved refunds are paid within ten business days of approval.

Refunds are returned by the same method you paid by. Card and mobile money payments are reversed through DPO Pay to the same card or wallet; PayPal payments are refunded through PayPal; bank transfers are returned to the account the funds came from. We cannot refund a card payment to a bank account, or the reverse. Once we release a refund, how long it takes to appear depends on your bank or provider — typically three to ten business days.

Refunds of payments made in a currency other than Pula are returned in the currency they were paid in. Any difference caused by exchange-rate movement between payment and refund is outside our control.

5. Your data when you leave

Your data is yours and leaving does not change that.

We provide a complete export of your patient, clinical and financial data in a standard machine-readable format, at no charge.
We retain your data for 90 days after the service ends, so that you can return or complete a migration to another system.
After 90 days we securely and permanently delete it, including from backups, unless the law requires us to retain it. We confirm the deletion to you in writing.
We will assist a reasonable handover to another provider. There is no charge for a standard export; substantial bespoke transformation work would be quoted to you first.

6. Suspension is not deletion

If an invoice remains unpaid after the five-day reminder and the fourteen-day grace period, access may be suspended. Suspension restricts access only. We do not delete practice data because of non-payment. Your records are retained in full and access is restored immediately when the account is settled, with nothing lost. Suspension is not a cancellation and no refund arises from it.

7. Disputed payments

If you believe a payment was taken in error, please contact billing@bupilo.co.bw first. We will investigate and, where we are at fault, refund you promptly — usually faster than a dispute raised through your bank. If you do raise a dispute with your card issuer or payment provider, we will cooperate fully with their process and supply the invoice, the payment record and the service record.

8. Contact

Bupilo (Pty) Ltd
[STREET ADDRESS], Gaborone, Botswana
Billing and refunds: billing@bupilo.co.bw
Support: support@bupilo.co.bw
Telephone: [PHONE]
Business hours: 08:00–17:00, Monday to Friday, excluding Botswana public holidays

If you are not satisfied with how we have handled a refund or cancellation, write to hello@bupilo.co.bw and it will be escalated to a director. We acknowledge complaints within two business days.