Billing here is monthly and paid up front, which keeps this page short. It covers stopping a line, being charged wrongly, and the handful of situations where we would rather return the money than have the argument.
This policy is current from 28 August 2026Charging happens one month at a time, in advance. Stop, and the current month sees out its cover while nothing more is taken. Partial months do not come back, since a month watched is a month watched whether or not anybody logged into the portal.
Charged for something never chosen, or charged twice? That comes back whole, and quickly.
Stop any line at the portal, or with an email. Renewal ends the same instant and the service carries on to the close of whatever was paid for. No notice, no penalty, and no retention call from anybody.
When a line ends its software and connections come down with it. Ask about extracting data beforehand rather than afterwards, and particularly so on the Reserves lines.
A lower count takes effect at the next period, and no part of the current month comes back. Overcount badly on the first day, say so within the week, and it gets put right properly instead of being held against a clinic as a typing error.
Duplicates, lines never picked and counts never typed come back in full. Send the date and the figure and we will trace it.
Refunded money goes back onto the card that sent it. Stripe provides no alternative route, and this is the only one that leaves a clean trail.
Paid for and never provisioned means the period comes back. Provisioned but materially failing to do what its station note describes, with us unable to put it right, also comes back for the period affected.
What does not come back is an incident occurring while everything worked exactly as written. Watching is not a guarantee and neither is a copy. Printing that on every station note before anybody buys is the reason this page can be this short.
Statements read FORTIFY 24X7. That is by a distance the most common reason somebody disputes a charge that was entirely correct.
Write to us before going to the bank. A chargeback freezes the subscription while the bank deliberates, and a frozen subscription can pull live cover off a working clinic. Returning the money directly and leaving the cover running suits everybody better.
Work quoted separately, a migration for instance, is not returnable once performed. It happened, and it cannot be made to un-happen.
Anything held in your own name with another supplier is between you and that supplier. We will help you work out who to ask.
Open a consult, or write to support@medidefenseit.com with the figure, the date, and what looks wrong. A person reads it and answers. There is no reference-number maze to work through first.
Once agreed, a refund is issued the same working day. What happens after that belongs to your card issuer and usually takes a few days.
Heads up: card statements show FORTIFY 24X7 - MediDefense IT is a Fortify 24x7 brand, and your subscription is billed by Fortify 24x7.