RomânăOncoExpertAi.com Refund and Return Policy
Last updated: 22.05.2025
At OncoexpertAI, we are dedicated to offering high-quality artificial intelligence (AI)-assisted oncological analysis services, professionally performed by Dr. Onisim Florin. We understand that exceptional situations may arise where a refund request may be necessary. This policy describes the conditions and procedure by which users (“you”, “the user”, “the patient”, or “the client”) can request a refund for amounts paid for services contracted from Dr. Onisim Florin – Senior Physician in General Oncology and Chemotherapy, hereinafter referred to as “provider”, “we”, or “OncoexpertAI”.
This refund policy is an integral part of the terms and conditions for using the OncoexpertAI platform.
1. Nature of services and implications for refunds
The services offered by OncoexpertAI consist of personalized medical analyses, which involve considerable intellectual effort and time from Dr. Onisim Florin and the use of AI platform resources. For this reason, refund possibilities are structured to reflect when the request is made in relation to the start of the analysis process.
Once the analysis process of your medical documents has begun, the service is considered to be in progress, and resources (time, expertise, AI processing) are allocated.
2. Eligibility conditions for refunds
Users may be eligible for a full or partial refund in the following specific situations:
2.1. Full refund:
a) Order cancellation before the analysis begins: If you request an order cancellation and a full refund of the amount paid before Dr. Onisim Florin has actually started the analysis process of the provided medical documents and before you have received confirmation that processing has begun. As a rule, this interval is [specify a clear interval, e.g.: maximum 2 (two) hours] from the payment confirmation and receipt of all documents and informed consent. Requests received after this interval may no longer be eligible for a full refund.
b) Impossibility of providing the service due to reasons attributable to the provider: In the event that, due to objective and unforeseen reasons, exclusively attributable to the provider (e.g., a major and unresolved technical problem with the platform preventing analysis, prolonged and unannounced medical unavailability of Dr. Onisim Florin significantly exceeding the promised delivery term, without your agreement for an extension), the contracted service cannot be delivered.
c) Refusal by the provider to take the case: If, after placing the order and payment, the provider decides, for justified reasons (according to section 4.3 of the “Terms and Conditions”, e.g., chronically insufficient documents, suspicion of fraud, a case exceeding the scope of the service), not to take the case for analysis.
2.2. Partial refund (analyzed on a case-by-case basis):
In exceptional situations, if a cancellation request is received after the interval specified in point 2.1.a), but before the complete finalization of the report and its delivery, the provider may, at its discretion, consider the possibility of a partial refund. The amount of the partial refund will be determined based on the processing stage of the analysis and the resources already consumed. This option is not guaranteed.
3. Situations where refunds are NOT granted
Refunds of paid amounts will not be granted in the following circumstances:
a) After the analysis process has begun and/or the report has been delivered: Once Dr. Onisim Florin has begun the detailed analysis of your documents or once the analysis report has been prepared and/or electronically delivered to you.
b) Subjective dissatisfaction with the report’s content: If the analysis report was prepared professionally, in accordance with the description of the purchased service and based on the provided documents, dissatisfaction related to the medical conclusions, therapeutic options presented, or any other subjective aspect of the content does not constitute grounds for a refund. The service consists of providing an analysis and a specialist opinion, not guaranteeing a specific type of conclusion or favorable outcome.
c) Incomplete, incorrect, or illegible information provided by the user: If the quality or relevance of the analysis is affected by the fact that you provided incomplete, incorrect, illegible, or insufficient medical documents, and this could not be remedied despite the provider’s requests.
d) Failure to attend the scheduled phone call (if included in the plan): If the service plan includes an optional phone call and you do not attend at the agreed time and date, without reasonable prior notice for rescheduling, this does not constitute grounds for a refund for the call component or for the entire service.
e) User’s decision not to use the information from the report: If, after receiving the report, you decide not to use the information or recommendations in discussions with your attending physician or in making medical decisions.
f) Change in the user’s personal circumstances after contracting the service: Any change in the user’s personal situation that is not directly related to a failure by the provider to fulfill its obligations.
g) Refund requests for the emergency service after 24 hours from delivery: Given the accelerated and priority nature of the emergency service.
4. Refund request process
4.1. To request a refund, please send a written request via email to the address: [Enter the dedicated email address for refunds, e.g.: onisimflorin@gmail.com.
4.2. Your refund request must include the following information:
* Full name (or pseudonym used for the order, in the case of anonymous services).
* Email address used when placing the order.
* Order placement date and type of service purchased.
* Detailed reason for the refund request, referring to the eligibility conditions mentioned in this policy.
* Any relevant supporting documents, if applicable.
4.3. We will analyze your request within [specify an interval, e.g.: 5-7 business days] of receiving all necessary information.
4.4. You will be informed by email regarding the decision on your refund request.
5. Refund method
5.1. If a refund request (full or partial) is approved, the approved amount will be returned using the same payment method used for the initial purchase of the service (e.g., to the bank card used for payment).
5.2. The actual time until the refunded amount is visible in your bank account may vary depending on the policies of the card-issuing bank and payment processor, and is beyond our control (usually between 5 and 10 business days from when we process the refund).
6. Changes to the refund policy
We reserve the right to modify this refund policy at any time. Any changes will take effect immediately upon publication on the OncoexpertAI platform. We recommend that you periodically consult this page to stay informed of any updates. Continued use of the services after the publication of changes implies acceptance of them.
7. Contact
For any questions or clarifications regarding our refund policy, please contact us at the email address: onisimflorin@gmail.com.