Service Delivery Policy

1. Nature of Services

All services purchased from MEDLEGAL 101, S.A. are digital and delivered electronically to the firm or user account associated with the purchase. We do not ship any physical product. There are no shipping costs, customs fees, or import duties associated with any purchase on Octicase.

2. When Services Are Activated

Service activation occurs immediately upon successful payment authorization by our merchant acquirer (MetroBank Digital Solutions / Cobalt). In normal operating conditions, the entire end-to-end flow — card authorization, account credit, and access unlock — completes within 60 seconds. The specific delivery model depends on what was purchased:

• Subscription plans: the new plan is active on the firm immediately after charge authorization. Plan limits recompute in real time.
• Token packs (Small / Medium / Large / XL): tokens are credited to the firm's balance immediately and are usable on the very next AI request.
• Add-on credits: credit purchases (extra AI tokens, additional SMS, extra cases, extra storage) are applied to the firm balance within seconds of authorization and are reflected on the next page reload.
• Marketplace offer credits: credits are added to the firm balance immediately after authorization and may be spent on the same session.
• Expert engagements: the engagement contract is created on authorization. Expert delivery timelines are documented per-engagement and are the responsibility of the engaged expert, not MEDLEGAL 101, S.A..

If activation does not complete within 5 minutes of a successful charge, please email support@octicase.com with your transaction reference. We typically reply within 1 business day during our published business hours.

3. What You Need for Successful Activation

• A registered firm account in good standing (no suspension or unresolved trust-account compliance issues).
• A valid payment method (Visa or Mastercard credit/debit card) accepted by our merchant acquirer.
• Email verification completed on the user account placing the order.
• For platform-admin-restricted operations: appropriate role/permission scope.

4. Geographic Availability & Export Restrictions

MEDLEGAL 101, S.A. is incorporated in Panama and serves U.S.-based personal injury law firms. Services are designed for use in the United States and its territories. Use of Octicase is subject to the following restrictions:

• OFAC sanctions: We do not knowingly serve users or firms located in jurisdictions subject to comprehensive U.S. sanctions (currently including Cuba, Iran, North Korea, Syria, and the Crimea / Donetsk / Luhansk regions of Ukraine), or any user/entity on the OFAC Specially Designated Nationals (SDN) list. Accounts associated with such users will be suspended pending review.
• Export-controlled content: Octicase is not used to generate, store, or transmit export-controlled technical data subject to ITAR or EAR. Users must not upload such material.
• HIPAA / PHI handling: Octicase handles PHI under HIPAA for the purposes of a personal injury case. PHI must remain within Octicase's designated encrypted stores. Users must not export PHI to non-compliant external destinations.

5. Delivery Failure or Delay

If a charge has been authorized but the corresponding service has not been activated within 5 minutes, do not retry the payment — duplicate charges may occur. Instead, contact support@octicase.com with the transaction reference shown on your card statement. Our typical resolution path:

• Verification of the authorization status with the merchant acquirer.
• Manual reconciliation of the firm balance / plan tier.
• If the charge cannot be matched to a delivered service within 5 business days, we will issue a full refund per our Refund & Cancellation Policy.

6. Continuous Service Delivery

Once activated, services remain available on a 24×7 basis subject to scheduled maintenance and the operational uptime targets in our Master Services Agreement. Scheduled maintenance windows are announced via email and the in-app notification banner at least 48 hours in advance, except for emergency security patches.

7. Contact

Questions about service delivery, activation timing, or geographic restrictions: support@octicase.com. Mailing address: Torre Dresdner, Floor 6, Calle 50 y 55 Este, Bella Vista, Panama City, Panama.