Refund and Cancellation Policy

Refund Policy

We offer full or partial refunds under the following circumstances:

1. Incorrect Statutory Fees Applied: If we determine that incorrect statutory fees were charged for your request, we will issue a refund or adjust the charges accordingly.
2. Records Did Not Match Requested Information: If the records produced do not match the information you specifically requested, a partial or full refund may be issued, depending on the discrepancy and the circumstances.
3. Amount Charged to Credit Card Did Not Match Invoice: If there is a discrepancy between the amount charged to your credit card and the amount stated on your invoice, we will issue a refund for the difference or apply the correct charge.

Requesting a Refund

To request a refund, please contact our customer service team with the following information:

• Your full name and contact information
• The invoice number (RQ-ID)
• A description of the issue that requires a refund

Refund requests will be reviewed and processed within 10 business days of submission. Approved refunds will be credited back to the original method of payment.

Exclusions

Refunds or cancellations may not be granted in cases where:

• The request has already been correctly fulfilled.
• The statutory fees were applied correctly according to governing laws.

Cancellation Policy

Cancellations are permitted prior to the fulfillment of the record request. If you wish to cancel your request, please contact us as soon as possible to prevent the processing of your records. Once records have been fulfilled, cancellations cannot be honored.

Background

RecordQuest fulfills medical record requests by performing substantive work that includes intake validation, provider outreach, follow-up communications, retrieval coordination, processing, quality review, and secure preparation of the requested records. These activities require allocation of personnel time and operational resources.

The Policy

The following points clarify how RecordQuest’s cancellation and billing policy is applied:

• A request may be cancelled without charge only if fulfillment work has not yet been completed.
• Once RecordQuest has completed the retrieval and processing of records and generated an invoice, the invoice is final and non-cancellable.
• RecordQuest will remove any fees associated with physical mailing of records; only electronic delivery fees will apply.
• Payment of the invoice retains the requester’s access to the completed deliverable.
• A decision not to access, download, or use the records does not relieve the payment obligation.

Basis for the Policy

This policy reflects several well-established principles applicable to professional service engagements:

1. Services Rendered: RecordQuest performs measurable, documentable work prior to invoicing. Once services have been rendered, compensation is due irrespective of subsequent use.
2. Reliance and Cost Incurrence: RecordQuest incurs internal labor costs and, in many cases, external provider fees in reliance on the validity of the submitted request.
3. Industry Standard Practice: In legal, consulting, and records retrieval services, completed work is billable and not contingent upon the client’s ultimate use of the work product.
4. Equitable Allocation of Risk: The prior cancellation structure placed the full financial risk of completed work on RecordQuest. The revised policy ensures a more appropriate allocation of responsibility.

Exceptions

RecordQuest will continue to review matters involving:

• Duplicate requests caused by system or processing error
• Material fulfillment errors attributable to RecordQuest
• Provider non-compliance resulting in unusable records

Any such concerns must be raised promptly and will be evaluated on a case-by-case basis.

If you have any questions or concerns regarding this policy, please reach out to our support team at help@recordquest.com.