Cancellation, Renewal & Refund Policy

1. Cancelling your subscription

You may cancel your subscription at any time from your profile. Cancellation stops future renewals; you keep access to subscription-gated services until the end of the prepaid period you have already paid for. Cancelling your subscription does not close your account — the account is free.

2. Subscription refunds

Because subscription access begins immediately on activation, subscription payments for a period already in use are generally non-refundable. However, refunds may be granted in exceptional circumstances at Menorex’s discretion, including: a verified payment error or duplicate charge; a subscription payment that was verified but never activated due to a platform fault; or other circumstances where withholding the payment would be clearly unfair.

Refunds, where approved, are returned to your original payment method or Menorex wallet. Approved refunds are processed as soon as reasonably practicable; your bank or payment provider may take additional days to reflect the money.

REQUIRES NIGERIAN LEGAL COUNSEL REVIEW — this provision is a working draft and must be confirmed by qualified Nigerian counsel before being relied upon.

3. AI credits and top-ups

Unused AI credits included with your subscription (where applicable) are governed by the AI settings published for your plan. Separately purchased AI packages are governed by the package terms shown at purchase, including any validity period. Consumed AI credits are not refundable. Unused purchased credits may be refunded where the package terms expressly allow it, or where the purchase was made in error and no part of the package has been used.

4. Consultations and professional services

For voice, video and other professional consultations: you may cancel or reschedule an appointment up to 24 hours before the scheduled time and receive a refund or credit to your wallet. Cancellations within 24 hours of the appointment, or failure to attend a booked session (no-show), may not be refundable, because the professional’s time has been reserved. Where a consultation could not be delivered due to a platform or provider fault, you will not be charged or will receive a refund or credit.

REQUIRES NIGERIAN LEGAL COUNSEL REVIEW — this provision is a working draft and must be confirmed by qualified Nigerian counsel before being relied upon.

5. Failed and disputed payments

If a payment fails or is reversed, any service linked to that payment is suspended or reversed accordingly. If you believe you were charged in error or charged twice, contact hello@menorex.health with your transaction reference and we will investigate. Fraudulent refund claims are treated as abuse of the platform.

6. How to request a refund or cancellation

Email hello@menorex.health with your account email and transaction reference. We aim to acknowledge requests within 2 business days and to give a decision within 10 business days. Approved refunds are recorded against the original payment record.