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FAQ
General FAQs
What type of clinics use Vitrify software?
Vitrify IVF Software is designed for fertility clinics, IVF chains, and reproductive health centres of all sizes. Whether managing a single clinic or a multi-branch operation, Vitrify helps streamline workflows, strengthen patient communication, and ensure data security across every stage of fertility treatment and management.
How does Vitrify handle clinic data privacy?
Vitrify strictly follows GDPR and healthcare data protection standards. All patient and clinic data is stored securely on encrypted cloud servers. Access permissions, backups, and monitoring are handled carefully to ensure complete confidentiality. We never share or sell user information and maintain total compliance with UK data laws.
Can clinics request product customisations or new features?
Yes, Vitrify offers full flexibility. Clinics can request customised modules or features that match their specific workflow. Our development team reviews each request carefully, ensuring the best possible solution. Customisation helps clinics achieve higher efficiency while keeping the software perfectly aligned with their operational and patient needs.
What kind of support services are available?
Our dedicated support team is available 10 AM–7 PM local time to assist with onboarding, troubleshooting, and updates. Support includes chat, email, and remote assistance. Every clinic receives a personalised response from real experts who understand fertility workflows, ensuring smooth operations and continuous satisfaction with Vitrify.
How often is the software updated or improved?
Vitrify releases regular updates to improve performance, security, and usability. Our team continuously enhances modules, adds new features, and integrates the latest technologies. Clinics automatically receive these updates without downtime, ensuring uninterrupted access to the most reliable, innovative, and efficient IVF management platform available.
Policy FAQs
How does Vitrify ensure data protection compliance?
Vitrify fully complies with GDPR and healthcare data protection policies. All patient information is encrypted and stored securely. We follow strict access control, routine audits, and cloud-level encryption, ensuring complete confidentiality and legal compliance for every clinic using our IVF management platform.
What is Vitrify’s refund or cancellation policy?
We maintain a transparent cancellation and refund policy. Clinics may cancel subscriptions anytime according to their plan terms. Refunds are processed for eligible cases based on unused services. Our billing transparency ensures no hidden charges or unexpected costs at any point.
Does Vitrify share clinic data with third parties?
No, Vitrify never shares or sells clinic or patient data. We strictly adhere to data privacy regulations and contractual confidentiality. Information is only accessed by authorised personnel for maintenance or technical support purposes, ensuring complete trust and compliance with UK and international standards.
How does Vitrify store and back up data?
Vitrify uses encrypted cloud servers with automatic daily backups to protect sensitive data. Multiple storage layers ensure reliability and recovery in emergencies. Our secure infrastructure minimises downtime and prevents data loss, offering uninterrupted access to patient records and clinic operations.
What happens to data after subscription cancellation?
Upon cancellation, clinics can request a secure export of their data. All information remains confidential and is permanently deleted from our servers after transfer. Vitrify ensures compliance with GDPR and healthcare data retention standards, maintaining privacy and accountability even after service termination.
Support FAQs
How can clinics contact Vitrify support team?
Clinics can reach us via chat, email, or phone during working hours (10 AM–7 PM local time). Our responsive support team ensures fast, personalised solutions for technical issues, setup assistance, and guidance to help you maximise your Vitrify IVF Software experience.
What kind of support is included in plans?
Every subscription includes complete technical support, software setup help, and regular training sessions. We assist with troubleshooting, updates, and optimisation to ensure your clinic runs smoothly. Premium plans include priority response and dedicated account managers for faster resolutions and personalised service.
How quickly does the team respond to issues?
We prioritise quick, reliable responses. Most queries are addressed within a few working hours. Critical system issues are handled immediately by our technical team to minimise downtime. Our goal is to keep your clinic operations uninterrupted and your staff fully supported at all times.
Does Vitrify provide onboarding and training assistance?
Yes, our onboarding specialists guide your staff through every step—from setup to feature training. Interactive sessions ensure everyone learns efficiently. We also provide digital resources, manuals, and video tutorials to make adoption smooth and help clinics make full use of every module.
Is support available on weekends or holidays?
Our primary support hours are Monday to Saturday, 10 AM–7 PM local time. For emergencies, we offer limited remote assistance on Sundays and public holidays. Clinics can also access our self-help portal and knowledge base anytime for quick solutions.
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