Sometimes a patient decides Oto isn't right for them and asks to stop. This article explains what to do, and what it means for your billing.
First, revoke the license
Whatever plan you're on, the first step is always the same: open the patient's record in your dashboard and choose Revoke license. This ends the patient's access to the app right away. You can re-issue a license later if they change their mind.
If the patient paid your clinic directly for their program, any refund of that payment is between you and the patient — Oto doesn't hold the patient's money.
If you're on Pay As You Go
We invoice you at the start of each month for the licenses you activated in the previous month.
Revoked before we've invoiced it — the license simply won't appear on your invoice. There's nothing else to do.
Already invoiced — email us at [email protected] and we'll look at applying a credit note against your outstanding invoice.
License credits are something we offer as a goodwill gesture, judged case by case, rather than something automatic. We're generally very happy to help when a patient didn't get started or stopped early on. Where a patient has been actively using the program for a long stretch — say six months — a credit usually isn't something we can offer, since the license has genuinely been used.
If you're on a subscription
Just revoke the license — that's it. Your subscription fee doesn't change with individual licenses, so there's nothing to adjust on your billing.
If you're on a prepaid license pack
This works the same way as Pay As You Go: email [email protected] and we'll review it with the same case-by-case approach. If we agree a credit, we'll add the license back to your remaining license count so you can use it for another patient.
Questions?
If you're ever unsure, just message us through the dashboard or email [email protected] — we're happy to talk through a specific case.