Refund and cancellation policy.

Effective: June 20, 2026

One-time purchase

ProphyCapture is sold as a one-time workstation license, not a recurring subscription. There is no recurring plan to cancel. The price and workstation quantity are shown before payment.

Refund window

Submit a refund request within 14 calendar days after purchase. Use the support form or email info@prophycapture.com. Include the purchase email, license key when available, workstation and camera details, and a description of the issue. Do not send payment card information or patient information.

Troubleshooting

Support may request reasonable troubleshooting before deciding a compatibility refund, including verifying Windows, camera drivers, TWAIN source installation, imaging-software behavior, and license activation. This helps distinguish a correctable setup issue from an incompatible environment.

Refunds generally approved

• A duplicate purchase was made by mistake.
• A ProphyCapture licensing failure prevents activation and support cannot correct it.
• The TWAIN source cannot be made available on a supported Windows workstation after reasonable troubleshooting.
• The product was materially misdescribed at the time of purchase.

Refunds that may be declined

• The request is outside the 14-day window and no applicable law requires a refund.
• The license has been successfully used and the request is based on a changed preference rather than a product defect or material misdescription.
• The intended hardware, operating system, drivers, permissions, or imaging application do not support the required workflow and published requirements were not met.
• The license was shared, redistributed, resold, or used outside the purchased activation limit.
• The issue results from unauthorized modifications, circumvention, malware, or unsupported third-party changes.

Processing

Approved refunds are sent to the original payment method through Stripe. Bank processing times vary. Refunded licenses may be revoked and associated activations disabled. A refund does not require deleting transaction records that must be retained for accounting, fraud prevention, disputes, or legal obligations.

Chargebacks

Please contact support before starting a payment dispute so the issue can be reviewed. Fraudulent or abusive chargebacks may result in license suspension. This does not limit lawful payment-dispute rights.

Nonwaivable rights

This policy does not limit any warranty, cancellation, refund, or consumer-protection right that cannot legally be waived in your jurisdiction.