rootQ legal

Refund and Cancellation Policy

Effective 2026-09-20 · Version 2026-09-20.2

This policy applies to DRootDx subscriptions. A signed order form or written agreement controls if it contains different billing terms.

Monthly and annual subscriptions are billed in advance and renew automatically. The Clinic Owner may manage eligible subscription cancellations through the Stripe billing portal or request help through https://drootdx.com/#licensing. Cancel before the renewal payment is processed. Cancellation after payment stops a later renewal and does not reverse the processed charge. For account closure and clinical-data deletion, follow the Retention and Deletion Policy.

Purchasing the athenahealth integration commits the clinic’s subscription, including the Athena integration, to a minimum term of 12 months from purchase. Monthly billing is a payment schedule within that commitment. A cancellation request stops renewal after the minimum term; it does not end the remaining payment obligations or create a refund. Account closure or deletion of clinical data does not shorten the commitment. A signed agreement controls if it specifies different terms.

Monthly, annual, renewal, integration, and added-seat payments are final and nonrefundable once Stripe processes payment. There are no full or prorated refunds, credits, or extensions for unused time, unused seats, reduced usage, forgetting to cancel, or cancellation after renewal.

Duplicate charges, amounts different from the confirmed Stripe Checkout total, and processing errors may be corrected. Report a billing error through https://drootdx.com/#licensing within 14 days of the charge. Include the clinic name, purchaser email, charge date, and description of the error; do not include patient information. Rights that cannot legally be waived remain unaffected. Legally required refunds go to the original payment method; Stripe and the financial institution control posting time.

Added seats may be prorated by Stripe. Seat reductions take effect at the next eligible renewal and do not refund the current billing period or reduce an agreed minimum commitment. Failed payments may be retried and paid access may be suspended after notice. Valid charges remain payable.

Contact DRootDx about billing, account closure, or Athena setup. Do not include patient information.

rootQ and VisitRoom are temporary workspaces. The clinic’s EHR remains the official medical-record repository.