Billing policy

Refund and Cancellation Policy

Effective 10/26/2026 · Version 2026-10-26.1

Looking for FogScore? Read the FogScore refund & cancellation policy. The general subscription sections below apply to RootQ; FogScore has its own prepaid-credit and consumer-subscription terms.

1. Scope and controlling purchase terms This policy covers RootQ software subscriptions purchased directly from DRootDx. It does not determine refunds for medical visits, procedures, laboratory services, or products purchased from a treating clinic or another seller. The accepted order form or signed written agreement controls if it contains different billing terms. Rights and refunds required by applicable law remain unaffected. 2. Billing and renewal Monthly and annual subscriptions are billed in advance and renew according to the billing schedule and renewal terms disclosed at purchase. The confirmed purchase, receipt, and billing portal show the applicable price, billing period, seats, and renewal date. Keep the clinic's billing contact information current. This policy does not create an additional minimum term or change an existing agreed renewal schedule. 3. How to request cancellation The Clinic Owner may use the available cancellation option in the Stripe customer billing portal or request assistance through the DRootDx business contact form at https://drootdx.com/#licensing. If the portal does not offer cancellation, contact DRootDx to arrange cancellation under the accepted purchase terms. Include the clinic name and purchaser email, and retain the cancellation confirmation. Do not include patient information, passwords, or full payment-card details. 4. When cancellation takes effect For a subscription without an accepted minimum commitment, cancellation before the next renewal payment stops that renewal; access ordinarily continues through the paid billing period unless the applicable agreement provides otherwise. A request after payment has been processed does not by itself reverse the completed charge. The cancellation confirmation should state the effective date and any remaining obligations under an accepted agreement. 5. Accepted Athena-related commitments Some Athena integration purchases included an expressly accepted 12-month minimum commitment covering the clinic subscription and integration. For those purchases, monthly billing is a payment schedule within that accepted term, and cancellation ordinarily stops renewal after the commitment ends rather than eliminating remaining agreed payments. The accepted purchase record or written agreement determines whether this applies. Earlier purchases that did not accept that commitment are not retroactively assigned it, and standalone RootQ subscriptions are not assigned it merely by publication of this policy. A different signed agreement controls where applicable. 6. Refunds and unused service Except for billing corrections, an applicable written agreement, or refunds required by law, processed monthly, annual, renewal, integration, and added-seat payments are nonrefundable. Unused time or seats, reduced use, forgetting to cancel, or cancellation after a renewal payment do not ordinarily produce a full or prorated refund, credit, or extension. Account closure does not itself create a refund or waive a valid accepted payment commitment. 7. Billing errors and required refunds Duplicate charges, an amount different from the confirmed purchase total, or processing errors may be corrected. Report a billing concern promptly, preferably within 14 days of the charge, with the clinic name, purchaser email, charge date, and a description of the issue. That reporting preference does not limit rights or dispute deadlines provided by law. Any approved or legally required refund is returned through the original payment method where possible; payment processors and financial institutions determine posting time. 8. Seat changes and failed payments Added seats may create a prorated charge as disclosed before confirmation. Seat reductions apply according to the accepted subscription terms and do not refund the current paid period or shorten an accepted minimum commitment. Failed payments may be retried, and paid access may be suspended after notice under the applicable agreement. Valid charges remain payable; the parties must coordinate medical-record access and continuity obligations separately. 9. Account closure and patient records Canceling a subscription is separate from closing the clinic account or requesting record export, return, or authorized deletion. Coordinate these steps with DRootDx before closure. Medical records remain subject to applicable agreements, retention requirements, patient rights, and legal holds. Cancellation does not automatically delete records, and this policy does not promise a deletion or export timeline that has not been agreed. 10. Contact and confirmation Use https://drootdx.com/#licensing for billing, cancellation, or account-closure assistance. Keep receipts and cancellation confirmations. Contact the treating clinic or the relevant seller about clinical-service charges. Do not submit patient names, medical details, or other protected health information through the public contact form.