Refund and Cancellation Policy

Subscription billing and automatic renewal

VisitRoom clinician seats are recurring subscriptions billed in advance. Monthly subscriptions are charged once each month. Annual subscriptions are charged once each year. The renewal date is shown in Stripe Checkout, the Stripe receipt, and the Stripe customer billing portal. Each renewal charges the number of clinician seats active at the time of renewal, plus applicable tax.

Monthly subscriptions renew every month without a separate monthly reminder. Annual subscriptions receive an email renewal warning at least 30 days before the annual renewal date. The Clinic Owner is responsible for keeping the billing email current.

Cancellation

The Clinic Owner may cancel at any time through the Stripe customer billing portal. Cancellation must be completed before the renewal payment is processed. Once cancellation is confirmed, no later monthly or annual renewal charge will occur. Canceling after a renewal payment has been processed stops the following renewal but does not reverse or refund the payment already processed.

Cancellation overrides every clinic-selected retention period, including the 365-day maximum transcript setting. During cancellation, the Clinic Owner must choose either Delete now or a 30-day transcript-export window. The confirmation screen states the deletion date and warns that deletion is permanent.

Delete now

If the Clinic Owner selects Delete now, all users are signed out, VisitRoom access ends immediately, and DRootDx immediately queues the clinic’s clinical data for permanent deletion from active systems. This choice cannot be undone and does not create a refund or credit for unused subscription time. The Clinic Owner must download any needed transcripts before confirming Delete now.

30-day transcript-export window

If the Clinic Owner selects the export window, normal VisitRoom access ends immediately and the account changes to a read-only transcript export screen for 30 calendar days. The screen shows only the clinic’s retained transcripts and the fixed deletion date. Scheduling, waiting-room, video, messaging, scribe, patient-management, file-upload, user-management, and other VisitRoom functions are unavailable after cancellation.

During those 30 days, the Clinic Owner may download a transcript index as CSV or Microsoft Excel (.xlsx), download individual transcripts as PDF or plain text (.txt), or download a ZIP archive containing the transcript index and transcript files. The export screen cannot be used to create, change, or restore clinical data.

At the end of the 30th calendar day after cancellation, DRootDx permanently deletes patient profiles, encounter data, transcripts, scribe output, messages, consent records, and uploaded clinical files from active systems. This deletion occurs even if time remains in an annual or monthly paid billing period and does not create a refund or credit. The Clinic Owner may select Delete now from the export screen at any time before the scheduled deletion date.

Completion of the clinical-data purge

Encrypted backup copies expire and are deleted within 30 days after active-system deletion. Backups pending deletion are isolated and are not restored to active service except when required for disaster recovery; if restored, the deletion request is reapplied.

DRootDx retains no copy of the clinic’s clinical data after that backup-deletion period. Nonclinical billing and tax records, signed agreements, and cancellation/deletion confirmations may be retained for seven years. Content-free security and access logs may be retained for one year. A valid legal hold may delay deletion only for the specific information covered by the hold. The Business Associate Agreement controls if it requires an earlier return or destruction process.

Transcript retention while a subscription is active

The Clinic Owner selects the transcript retention period for the clinic, from 1 day through a maximum of 365 days. The default is 30 days. Each transcript is automatically deleted when its selected retention period expires. Changing the setting applies prospectively and does not restore a transcript that has already been deleted.

These retention choices apply only while the subscription is active. Cancellation overrides the selected period. After cancellation, transcripts are deleted immediately or after the 30-day export window selected during cancellation; they are never retained for the remainder of an annual subscription term.

No refunds after payment is processed

Monthly, annual, renewal, and added-seat payments are final and nonrefundable once Stripe processes the payment. DRootDx does not provide full or prorated refunds, credits, or extensions for unused time, unused clinician seats, reduced usage, forgetting to cancel, or canceling after a renewal payment is processed.

A duplicate charge, an amount charged differently from the confirmed Stripe Checkout total, or another processing error may be corrected. Report a billing error through the DRootDx contact form within 14 days of the charge and include the clinic name, purchaser email, charge date, and a description of the error. Do not include patient information or protected health information. Rights that cannot legally be waived remain unaffected.

Seat changes

Additional clinician seats may be purchased during an active subscription and may be prorated by Stripe. Seat reductions take effect no later than the next renewal and do not create a refund for the current billing period.

Payment failures

If payment fails, DRootDx may retry the payment and may suspend paid access after providing notice. The customer remains responsible for valid charges incurred before cancellation or suspension.

Legally required corrections

If applicable law requires DRootDx to reverse or correct a charge despite the no-refund terms above, DRootDx will return the required amount to the original payment method. Stripe and the customer’s financial institution control when the returned funds appear.

Contact

Submit billing and cancellation questions through the DRootDx contact form. Do not send patient names, medical details, or protected health information.