Refund & Cancellation Policy
Last Updated: May 29, 2026
Record Rx, LLC (“Record Rx, LLC,” “we,” or “us”) provides medical‑records retrieval, indexing, delivery and related services (the “Services”) to its business customers, including personal injury law firms, life settlement companies and other authorized account holders (“you” or “Customer”). This Refund & Cancellation Policy (“Policy”) explains how and when you are charged for the Services, when a charge is refundable and how to request a refund or correction.
This Policy supplements and should be read together with our Terms & Conditions and any Master Services Agreement, order form, statement of work or pricing schedule executed between you and us (each, an “Agreement”). If there is any conflict between this Policy and a signed Agreement, the signed Agreement controls.
1. Scope and Application
This Policy applies to fees you pay to us for the Services. It does not govern amounts charged by third parties. Certain components of the patient pathway — including telehealth evaluations — are furnished and billed by independent third‑party partners; refunds for those components are governed by the applicable partner’s own terms, except where we have separately collected those fees on the partner’s behalf, in which case Section 4 applies.
2. When You Are Charged
We charge only after records are successfully retrieved. No fee is billed for a case until the records for that case have been obtained and the package is ready for delivery to you. You are not charged for a request that we are unable to fulfill or that produces no responsive records. Because billing follows a completed retrieval, each charge corresponds to work we have already performed and records we have obtained on your behalf.
3. Cancelling a Case
You may cancel a pending case at any time before its records have been retrieved, at no cost. Because no charge is made until retrieval is complete, a case cancelled beforehand is never billed. Once the records for a case have been retrieved, the fee for that case has been earned and is final, except in the limited circumstances described in Sections 10 and 11. Records we have already retrieved will be delivered to you regardless of the status of any other case.
- Cancelled before retrieval: no charge.
- No responsive records, or unable to fulfill: no charge.
- Records retrieved: charged; the fee is final except as described in Sections 10–11.
4. Telehealth Evaluation Fees
Telehealth evaluations are performed by independent, licensed professionals through our partner network. Where such fees are collected by us on the partner’s behalf, a fee for a scheduled evaluation that has not yet occurred is refundable; a fee for a completed evaluation is not refundable, consistent with the partner’s policy. We do not control and are not responsible for, clinical decisions or the conduct of any evaluation.
5. Payment Methods and Card Surcharge
Charges are applied to the payment method on file. Payments may be made by ACH, wire or credit card and a surcharge of three percent (3%) applies to credit‑card payments. Where a refund is issued, any credit‑card surcharge, wire fee or other third‑party processing fee already incurred on the underlying charge is non‑refundable and refunds are calculated net of those amounts.
6. Account Cancellation and Termination
Either party may terminate the relationship on at least thirty (30) days’ prior written notice, except where your Agreement provides otherwise. On termination, we will stop initiating new retrievals, deliver any packages for cases already retrieved and bill for those completed retrievals in the ordinary course. Because we charge only for completed retrievals, we do not hold a prepaid balance that would need to be returned. Termination does not relieve you of the obligation to pay for records already retrieved and delivered.
7. Failed Payments and Service Suspension
If a charge to the payment method on file fails, a forty‑eight (48) hour grace period applies, after which we may pause new Services until the payment method is brought current. A service pause is not a cancellation and does not, by itself, entitle you to a refund. We may resume Services once payment is received.
8. How to Request a Refund or Correction
To request a refund, dispute a charge or cancel a pending case, email us at Info@RecordRx.com with the account name, the relevant case or matter identifier(s), the amount or charge at issue and a brief description of the request. We may ask for additional information to verify the account and locate the charge.
9. Refund Processing and Method
We aim to review eligible refund requests promptly and to issue approved refunds within fifteen (15) business days of approval. Refunds are issued to the original payment method where reasonably practicable, net of any non‑refundable processing fees described in Section 5. Refund timing after we issue the refund depends on your bank or card issuer and is outside our control.
10. Billing Disputes and Chargebacks
If you believe a charge is incorrect, please contact us first at Info@RecordRx.com so we can investigate and resolve it. We will work with you in good faith to resolve billing disputes and any disputed portion of an invoice under review will not be treated as past due while the dispute is pending; undisputed amounts remain due on time. We ask that you raise concerns with us before initiating a chargeback, as chargebacks filed without first contacting us may delay resolution and the release of any records package associated with the charge.
11. Service Errors and Corrections
Because you are charged only after records are retrieved, you will not be billed for a case we do not fulfill. If you are charged and there is an error attributable to us — for example, a duplicate charge, a charge for records not actually delivered, or a package that does not conform to what was retrieved — your remedy is correction of the charge, re‑performance of the affected Service, or a credit or refund of the fee for that case, at our election. We are not responsible for outcomes outside our control, including a provider’s refusal to release records, the absence of responsive records, or delays caused by incomplete or inaccurate information provided to us. Nothing in this Policy expands any liability beyond the limits set out in your Agreement.
12. Changes to This Policy
We may update this Policy from time to time. The “Last Updated” date above reflects the most recent revision. Changes apply prospectively to charges made after the effective date of the change and do not retroactively alter the refundability of amounts already charged.
13. Contact Us
Questions about this Policy or a specific charge may be directed to:
Record Rx, LLC
42 Deer Park Avenue,
Babylon, NY 11702
This Policy is provided for general informational purposes and is not legal advice. It should be reviewed by counsel and reconciled with your executed agreements before publication.