Refund Policy

Effective: 5 October 2026

PlexusMD Viewer is free to use. The only purchase is optional prepaid usage for research models that run on our servers (see Pricing). Our order process is conducted by our online reseller Paddle.com, which is the Merchant of Record for all our orders and handles returns.

Refunds

• A purchase of prepaid usage none of which has been used can be refunded in full within 14 days of the purchase.
• A run that fails costs nothing: what was set aside for it returns to your account automatically.
• If a run finished but its result was clearly wrong because of a fault on our side, write to us and we will return its cost.
• Usage already spent on finished runs, welcome usage, gifts and research support are not refundable.

How to ask

Write to viewer@plexusmd.org from the email address of your account, or ask Paddle at paddle.net with your order number. We answer within 3 business days; approved refunds go back to the original payment method.

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