Refund policy

AcuityRow is sold as an annual subscription with a defined order form, signed by both parties. This page explains how refunds, pilot adjustments, and cancellations work in plain language. The signed order form controls in any conflict.

Pilots are sixty (60) day engagements scoped on the order form. Either party may end the pilot before go-live for any reason, with prorated refund of fees collected and no further obligation.

• If the pilot has not gone live, the operator receives a full refund of fees paid for the unstarted service period.
• If the pilot is live, fees for the elapsed period are non-refundable; remaining prepaid fees are refunded prorata.
• The operator's data is exported and deleted as described in the privacy notice.

Annual subscriptions are paid in advance and are non-refundable except in the cases below:

• Service unavailability: if AcuityRow fails to materially perform for a sustained period after written notice and a reasonable cure window, the operator may terminate and receive a prorated refund of unused prepaid fees.
• Material breach by AcuityRow, Llc: if we materially breach the agreement and fail to cure within thirty (30) days of written notice, the operator may terminate and receive a prorated refund of unused prepaid fees.
• Mid-term facility closure or transfer of ownership: we will work in good faith to prorate or transfer the affected community's portion of the subscription.

• Onboarding, implementation, or training services that have already been delivered.
• Fees for prior service periods.
• Fees in the event of termination by AcuityRow, Llc for the operator's material breach, including violations of acceptable use.

Annual subscriptions renew automatically for additional one-year terms unless either party provides written notice of non-renewal at least thirty (30) days before the renewal date. Non-renewal stops auto-renewal but does not terminate the current term early.

To stop renewal, write support@acuityrow.com from the operator administrator address on file. We confirm receipt in writing.

On termination, the operator may request an export of its records in a machine-readable format. We delete operator data, including PHI, within thirty (30) days of termination unless retention is required by law.

Send the request to support@acuityrow.com from the operator administrator address on file. Include the order reference, the affected community, and a short description of the reason. We respond within five (5) business days and process eligible refunds to the original payment method, net of any deductions described above.