Refund policy

1. The principle

The $149 deposit pays for a licensed physician to read your complete file and reach a considered conclusion about whether the evidence supports a favourable opinion. That review is real work, and it happens whichever way the answer comes out.

The $746 balance pays for the consultation and the written opinion. If no opinion is produced, it is never charged.

Everything below follows from that one distinction: has the review been performed?

2. When the deposit is refunded in full

Refunds are issued to the original payment method and typically appear within five to ten business days, depending on your bank.

• You cancel before a physician has been assigned and has begun reviewing your records.
• We cannot match you with a physician licensed and qualified to evaluate your condition.
• We are unable to deliver the service for any reason attributable to us.
• A duplicate payment was taken in error.

3. When the deposit is retained

• The physician completed the records review and declined to provide a favourable opinion because the evidence did not support one. You are not charged the balance, and you receive a written explanation of what was missing.
• You cancel after the review has begun.
• You do not attend a scheduled consultation without notice, and do not respond to follow-up.
• You fail to upload the required records within 90 days of paying the deposit, after reminders.
• We terminate the request because of falsified or misrepresented information.

4. The balance

The balance is charged only after a completed, signed opinion exists. There is no circumstance in which you are charged the balance and receive nothing.

If you pay the balance and we cannot deliver the document, the balance is refunded in full.

5. Rescheduling

Rescheduling a consultation is free and carries no penalty, provided you give at least 24 hours' notice. We would far rather move an appointment than have you attend one you are not ready for.

6. How to request a refund

Contact us from the email address on your account, quoting your case number. We will confirm receipt, tell you which of the rules above applies, and process any refund due within five business days.

If you disagree with our determination, say so — a person will review it. We would rather resolve it directly than have you file a chargeback, which freezes the case and helps nobody.