Politique de remboursement

Last updated: August 22, 2026

This Refund and Cancellation Policy applies to digital products and services sold by Surgie, including one-time streaming access, memberships, subscriptions, educational events, downloadable materials and credits.

Surgie does not currently ship physical products through this storefront. Therefore, physical return labels, merchandise exchanges and shipment returns do not apply to purchases covered by this Policy.

1. Mandatory consumer rights

Nothing in this Policy limits a refund, cancellation, withdrawal, warranty or consumer right that cannot lawfully be waived.

Brazil

When the Brazilian Consumer Protection Code applies, a consumer who contracts online may exercise the statutory right of withdrawal within seven days, counted in accordance with applicable law.

Eligible amounts will be returned in accordance with mandatory legal requirements.

European Economic Area and United Kingdom

A statutory withdrawal period, generally 14 days from conclusion of the applicable digital-content or service contract, may apply.

For digital content made available immediately, Surgie will rely on loss of the statutory withdrawal right only when all legally required steps have been completed, including:

• the customer's prior express request or consent for supply to begin during the withdrawal period;
• the customer's acknowledgement that beginning supply results in loss of the applicable withdrawal right; and
• the required contractual confirmation.

If those requirements were not completed, the statutory withdrawal right remains available where required by law.

Other jurisdictions

Additional or different mandatory rights may apply according to your residence, the nature of the purchase and the circumstances of the transaction.

Use of a free preview before purchase does not by itself remove a mandatory cancellation or withdrawal right.

2. One-time digital-content purchases

During an applicable statutory withdrawal period, you may request cancellation and a refund in accordance with the law that applies to you.

After the applicable mandatory period has expired, Surgie may approve a refund when:

• the same order or charge was duplicated;
• the amount charged was materially different from the amount confirmed at checkout, excluding a properly disclosed tax or currency conversion;
• the purchased content was materially unavailable or defective and Surgie could not restore access or provide a reasonable equivalent within a reasonable period;
• the charge was unauthorized and the claim is verified;
• Surgie cancelled the paid product before providing access; or
• a refund is otherwise required by applicable law.

Outside mandatory legal rights, a refund is not automatic solely because:

• you changed your mind after the applicable period;
• you did not use or complete the content;
• you expected content materially different from an accurate product description;
• you purchased the wrong item without contacting Surgie promptly;
• your professional, institutional or personal circumstances changed; or
• you attempted to use an unsupported device, browser, network or configuration.

Contact Surgie first so that access, account or playback problems can be investigated.

3. Membership and subscription charges

You may cancel a recurring membership at any time before the next renewal charge is initiated.

Cancellation stops future recurring charges and ordinarily becomes effective at the end of the current paid billing period.

You may continue using paid membership benefits until the end of that period unless access is suspended for non-payment, fraud, abuse, unauthorized account sharing or another legally permitted reason.

Except where required by law or expressly stated otherwise at checkout, cancellation does not create a prorated refund for unused days in a current billing period.

A subscription charge may be refunded when:

• it was duplicated;
• it was processed after an effective cancellation;
• it was unauthorized and the claim is verified;
• the amount was materially incorrect; or
• a refund is required by mandatory law.

Complete recurring-billing terms are available in the Subscription Policy.

4. Credits and promotional balances

Credits, promotional balances and service adjustments are governed by the terms displayed when they are issued.

Unless applicable law requires otherwise, credits are not cash, are not transferable and cannot be redeemed for cash.

If an order paid with credits is validly refunded, Surgie may restore the corresponding value as credits. Any eligible cash portion will ordinarily be returned through the original payment method.

5. How to request a refund or cancellation

Email hello@surgie.com with one of the following subject lines:

• Refund Request; or
• Subscription Cancellation.

Include:

• the email address associated with the order or subscription;
• the order number or transaction date, if available;
• the name of the content, channel or membership concerned;
• a concise explanation of the request; and
• any relevant technical error message.

Do not include patient-identifiable information, medical records or sensitive clinical details.

Surgie may request reasonable information to verify the account, transaction and claim.

Surgie will acknowledge receipt and respond within the period required by applicable law.

Statutory refunds will be initiated without undue delay as required by law. Other approved refunds are generally initiated within 10 business days.

The payment provider, card issuer or financial institution may require additional processing time before the amount appears in your account.

Refunds are ordinarily issued to the original payment method. Another method may be used when required by law or when the original method is no longer available.

6. Fraud, abuse and unauthorized use

Without affecting mandatory consumer rights, Surgie may deny a discretionary refund where there is evidence of:

• fraud;
• repeated abusive refund activity;
• credential sharing;
• unauthorized copying or screen recording;
• content redistribution;
• access-control circumvention; or
• another material violation of the Terms of Service.

Surgie may temporarily restrict access while investigating an unauthorized transaction, chargeback or misuse claim.

7. Contact

Surgie
Email: hello@surgie.com