Question 1

How do I upgrade or downgrade my plan?

Accepted Answer

You can change your plan anytime from your account settings. Navigate to Billing, select Change Plan, and choose the tier that fits your current needs. Changes take effect immediately if you're upgrading—you'll get instant access to new features and higher limits. If you're downgrading, the change applies at the start of your next billing cycle, so you keep your current features until then.

We prorate all upgrades, so you only pay the difference for the remainder of your billing period.

We prorate all upgrades, so you only pay the difference for the remainder of your billing period.

Question 2

What if I need a custom plan?

Accepted Answer

We're happy to build custom plans for clinics with specific needs. This usually applies to larger teams, multi-location groups, or organizations that require dedicated support and custom integrations. Enterprise plans start at 50 users but can scale to hundreds. Custom plans can include dedicated account management, tailored onboarding and training, SLA guarantees, advanced security features, and white-label options. Pricing depends on your requirements, team size, and support needs.

If you think a custom plan might be right for you, schedule a call with our sales team and we'll put together a proposal tailored to what you actually need—not a one-size-fits-all package.

If you think a custom plan might be right for you, schedule a call with our sales team and we'll put together a proposal tailored to what you actually need—not a one-size-fits-all package.

Question 3

What payment methods do you accept?

Accepted Answer

We accept all major credit cards including Visa, Mastercard, American Express, and Discover. You can also pay via ACH bank transfer on an annual plan. All payments are processed securely through our payment provider, and we never store your full card details on our servers.

For larger teams or enterprise accounts, we can arrange custom billing terms including net-30 invoicing and purchase orders. If you need to update your payment method, you can do that anytime in your account settings under Billing. We'll send you a reminder before your card expires, and if a payment fails, we'll notify you immediately so there's no interruption to your service.

Question 4

Can I get a refund if I cancel?

Accepted Answer

We offer a 30-day money-back guarantee for all new accounts. If WIO CLINIC isn't the right fit within your first month, just contact us and we'll issue a full refund—no questions asked. We want you to feel confident trying the platform without risk.

After the first 30 days, we don't offer refunds for unused time on monthly or annual subscriptions, but you can cancel anytime and you'll keep access until the end of your current billing period. We don't believe in holding your data hostage—you can export everything before you go. If there's an issue with the product or our service, reach out to us directly. We'll work with you to make things right.

Question 5

How does annual billing work?

Accepted Answer

When you switch to annual billing, we calculate the credit from your current monthly plan and apply it to your annual invoice. You get the discounted rate immediately. If you need to add more users mid-year, we prorate the cost for the remainder of your annual period. Annual customers also get priority support and early access to new features.

Question 6

How does your pricing work?

Accepted Answer

Pricing is based on the number of users and the modules you need. You pay monthly or annually, with no hidden fees for storage, API calls, or basic support. Every plan includes core functionality—you're not paying extra for features that should be standard. We publish our pricing openly on our website, and we'll give you a clear quote before you commit to anything. If your needs change, you can add or remove users and modules without penalty. Annual plans include a discount.

Question 7

Do you charge per user?

Accepted Answer

Our pricing is based on the plan tier you choose, and each tier includes a set number of users. The Starter plan includes up to 2 users, Professional includes up to 10, and Enterprise is unlimited. If you need more users than your plan includes, you can add them for a small additional fee per user per month.

Question 8

Does WIO CLINIC integrate with other tools?

Accepted Answer

Yes. WIO CLINIC connects with the tools your clinic already uses through native integrations and our API. We integrate with national healthcare systems, prescription platforms, accounting software, communication tools, and more. You can see the full list on our Integrations page.

If we don't have a pre-built integration for a tool you need, our API lets you build custom connections or use automation platforms to bridge the gap. We're always adding new integrations based on customer requests—if there's something specific you need, let us know and we'll consider it for our roadmap.

Question 9

Can multiple team members use one account?

Accepted Answer

Absolutely. WIO CLINIC is built for clinical teams. You can add as many users as your plan allows, and each person gets their own login with role-based permissions. You control who sees what—a receptionist sees the schedule, a clinician sees patient records, an accountant sees financial data.

Question 10

What happens to my data if I cancel?

Accepted Answer

Your data belongs to you. If you cancel, you'll have full access to export everything before your account closes. We provide straightforward export options for all your information—patient records, appointments, invoices, clinical documents, everything. You can download it in standard formats that work with other systems.

After cancellation, we keep your data for 60 days in case you change your mind or need to retrieve something you forgot to export. After that grace period, we permanently delete all your information from our servers. We'll send you reminders before your account closes and before the final deletion happens.

Question 11

Can I customize WIO CLINIC to match my workflow?

Accepted Answer

Yes. WIO CLINIC adapts to your specialty and your workflow—not the other way around. You can customize clinical forms, build treatment templates, and configure the platform for how your clinic actually operates.

Your dashboard is fully configurable—surface the metrics and views that matter to your role.

Your dashboard is fully configurable—surface the metrics and views that matter to your role.

Question 12

Is there a mobile app?

Accepted Answer

Yes. We have native mobile apps for iOS and Android. The mobile app gives you access to what you need when you're away from your desk—check schedules, review patient records, send communications, and manage appointments. You get push notifications for important updates so nothing falls through the cracks.

The mobile experience is designed for clinical use on the go, not just a smaller version of the desktop. Everything syncs instantly with the web app, so your team always sees the latest information regardless of device.

Question 13

How does the patient portal work?

Accepted Answer

The patient portal gives patients a secure, no-login-required way to pay invoices, confirm appointments, and access their documents. It's accessible via a unique link sent by SMS or WhatsApp—no account creation needed. For clinics that prefer a full portal experience, patients can also create accounts to view their appointment history and treatment records.

Question 14

How quickly do you respond to support requests?

Accepted Answer

Our support team typically responds within 2–4 hours during business hours (Monday–Friday, 9am–6pm CET). For urgent issues that affect your ability to use WIO CLINIC—like login problems or data access errors—we prioritize those and usually respond within an hour. After hours and on weekends, responses take a bit longer, but we monitor for critical issues that need immediate attention.

Question 15

Do you offer onboarding help?

Accepted Answer

Yes. Every new account gets access to our onboarding resources including video tutorials, setup guides, and step-by-step walkthroughs. These cover everything from adding your first patient to configuring invoicing and clinical workflows. Most clinics are up and running within days following these materials.

Professional and Enterprise customers receive personalized onboarding with our team. We'll map your workflows, help configure the platform for your specialty, migrate your data, and train your staff. The goal is a confident, fully operational team—not a rushed go-live.

Question 16

What if I find a bug?

Accepted Answer

Report it and we'll investigate promptly. Issues affecting your ability to work get priority attention. You can report through email, live chat, or the in-app feedback tool. The more detail you can share—what you were doing, what happened, any error messages—the faster we can resolve it. Screenshots help.

Question 17

Can you help train my team?

Accepted Answer

Yes. We provide role-based training resources and can arrange live sessions for your team. All customers get access to our knowledge base, video library, and guided tutorials. These cover both everyday tasks and advanced workflows, so new staff can get up to speed quickly.

Question 18

Do you provide phone support?

Accepted Answer

Phone support is available for Enterprise customers. Most support is handled via email and live chat—it's faster, lets us share screenshots and links, and gives you a written record of the solution.

That said, some situations are better handled in real time—complex technical issues, workflow questions, or when you need to talk through a problem with someone who knows the platform. Enterprise customers get a dedicated support line. If you're on a different plan and have an urgent situation that genuinely needs a phone conversation, reach out and we'll make it work.

Question 19

What's your uptime guarantee?

Accepted Answer

We target and consistently deliver 99.9% uptime. Our infrastructure runs on redundant systems across multiple data centers—if one fails, traffic routes automatically to another. We monitor the platform around the clock and have automated alerts for any performance degradation.

Frequently Asked Questions