Refund & Cancellation Policy

This policy applies to payments made to Medical Digital Solutions (“MDS”) for professional B2B services unless a signed proposal, Statement of Work (“SOW”), service agreement or other written commercial agreement contains more specific cancellation or refund terms. Because MDS services are customized and may require strategy work, creative production, technology setup, team allocation and third-party commitments, refund eligibility depends on the stage of the engagement.

Send a written request to sales@mds.healthcare and include the client/organization name, invoice or payment reference, payment date, amount, service/project name and reason for the request. MDS will normally acknowledge and assess a complete request within five business days, although complex cases may require additional verification.

If MDS has not started work and has not incurred or committed non-recoverable costs, an eligible payment may be refundable, subject to the applicable signed scope and any documented setup, reservation or third-party commitments.

Once work has started, amounts relating to work already performed, approved stages or milestones, onboarding/setup activities, time already allocated, reserved production resources and non-recoverable third-party costs are generally non-refundable. If part of the paid scope remains unperformed, MDS may assess a fair refund or credit for the eligible unperformed portion after deducting completed work and committed costs, unless the signed agreement states otherwise.

For recurring services or retainers, cancellation follows the notice period and billing terms in the applicable agreement. Fees for a billing period that has already started are generally non-refundable because delivery capacity and resources have been reserved. Future unstarted periods will not be charged after an effective cancellation except where a contractual minimum term or other written commitment applies.

Advertising/media spend, platform fees, software subscriptions, hosting, domain registrations, licenses, talent, production bookings, printing, travel, external suppliers and other third-party expenses are subject to the provider’s own cancellation and refund rules. Amounts already paid, reserved or contractually committed to third parties may be non-refundable even if the MDS engagement is cancelled.

If you believe you were charged twice, charged an incorrect amount or did not authorize a payment, contact MDS promptly with the transaction details. Verified billing errors will be corrected or refunded as appropriate. MDS may request information reasonably necessary to investigate the transaction and prevent fraud.

Approved card refunds are normally submitted back through the original payment method where the relevant payment service provider supports it. Once MDS initiates an approved refund, the payment service provider, card network and card-issuing bank control the final posting time to the cardholder account.

After MDS approves and initiates a refund, card refunds commonly require approximately 5–14 business days to appear, but the actual time can be longer depending on the payment provider, card issuer, card type, banking calendar, currency and transaction route. MDS cannot guarantee a bank or card issuer’s posting time.

Where possible, refunds are processed in the original transaction currency and through the original payment method. Exchange-rate differences, card-issuer conversion rates, bank charges and other external fees are controlled by the relevant bank/payment provider and may cause the final amount shown in another currency to differ.

We encourage clients to contact MDS before initiating a chargeback so that billing questions or service issues can be investigated promptly. This does not restrict any chargeback or consumer/business rights available under applicable law or card-network rules.

Where both parties agree, MDS may offer a service credit, scope transfer or rescheduling instead of a cash refund. Any credit terms will be documented in writing and may have a validity period or scope limitation.

If a signed SOW/service agreement contains specific cancellation or refund terms, those terms govern that engagement to the extent permitted by applicable law. Nothing in this policy limits rights that cannot legally be excluded.

Medical Digital Solutions | One Person Limited Liability Company — Arab Republic of Egypt | CR No. 163421 | Property No. 6, 2nd Floor, Ahmed Fakhry Street, Nasr City, Cairo, Arab Republic of Egypt | sales@mds.healthcare | +20 11 1471 1175