Subscription, Billing and Cancellation Policy

This policy explains how Koverna subscriptions work, including pricing, billing, renewal, cancellation and what happens to your data when a subscription ends. It forms part of our Terms and Conditions.

Koverna subscriptions are for the use of the Koverna software platform by a business customer (a physiotherapy practice, clinic, sports club or individual clinician). This is separate from any payments that a practice or club may collect from its own patients through Koverna's payment features — see section 12.

Koverna offers the following subscription plans. Prices and billing intervals are displayed on our pricing page and confirmed at checkout before you commit to a purchase.

• KOVERNA Practice — a single plan for physiotherapy practices and clinics, whether you work alone or as part of a team. £19 per month per clinician, billed monthly.
• KOVERNA Club — for sports clubs and athletic organisations.

KOVERNA Practice is billed per clinician. The number of clinicians and the resulting monthly price are shown before you confirm at checkout. Non-clinical reception and administration accounts are not charged as clinician seats.

You can change your plan, or the number of clinician seats on it, through the billing section of the Koverna application or the Stripe customer portal where that option is available. Subscriptions can also be upgraded or downgraded there: the price and the date a change takes effect are shown before you confirm it, and any reduction takes effect from the billing period you are shown at the time.

Subscriptions are billed in GBP (£) and are available on monthly or annual billing intervals, as displayed at checkout. Annual subscriptions are charged as a single upfront payment; monthly subscriptions are charged each month.

If a free trial is offered, the trial duration and terms will be displayed at the time of sign-up. During a trial, you have access to the features included in your selected plan.

Charges begin only after the trial ends. You can cancel at any time during the trial to avoid being charged. If you do not cancel before the trial ends, your subscription will automatically begin and your payment method will be charged.

Subscriptions renew automatically at the end of each billing period (monthly or annually) until you cancel. Your payment method will be charged on the renewal date.

You will receive an email receipt for each renewal charge.

You can cancel your subscription at any time through the Koverna application. When you cancel:

• Your subscription remains active until the end of the current paid period.
• You will not be charged for the next billing cycle.
• Access to the Service continues until the end of the paid period, after which it is suspended.

You may also request immediate cancellation by contacting us. If you cancel immediately, access ends on the cancellation date and no refund is provided for the remaining period unless required by law.

If a payment fails, we will attempt to collect it again. If the payment continues to fail, your access to the Service may be restricted after a grace period.

During any grace period, you will continue to have access to the Service and we will notify you by email about the failed payment. If payment is not resolved by the end of the grace period, your subscription will be suspended.

You can update your payment method at any time through the Koverna application's billing settings or via the Stripe customer portal. We recommend keeping your payment method up to date to avoid access interruptions.

You will receive an email receipt for each charge. Invoices and billing history are also available through the Stripe customer portal or the Koverna application's billing section.

Refunds are handled on a case-by-case basis. If you believe you have been charged in error, please contact us within 30 days of the charge. We will review your request and, where appropriate, issue a refund.

Where you have a statutory right to a refund or cancellation (for example, under the Consumer Rights Act 2015 or distance selling regulations), nothing in this policy removes those rights.

For billing disputes, please contact us at hello@koverna.co.uk. We aim to respond within 5 working days.

After your subscription ends, your data is retained for a limited period to allow for reactivation. During this period, you can reactivate your subscription and regain access to your data.

After the retention period, your data may be permanently deleted. We recommend exporting any data you need before your subscription ends. See our Privacy Policy for more information about data retention.

Koverna includes optional features that allow practices and clubs to collect payments from their own patients (for example, appointment fees). These payments are processed through the Customer's own Stripe Connect account and are entirely separate from the Koverna subscription.

Koverna does not handle, hold or receive patient payments. The Customer's relationship with Stripe for patient payments is between the Customer and Stripe, under Stripe's own terms. Koverna subscription fees are the only charges billed by KOVERNA Ltd.

For any billing questions, contact us at hello@koverna.co.uk.