Clinic Credit and Refund Policy

This policy applies only to:

• Organizations that contract directly with CPET-Insight
• Invoices issued by CPET-Insight for clinic or institutional services
• Prepaid clinic CPET interpretation credits issued after funds clear
• Non-cash promotional, service-recovery, or manually granted clinic credits

This policy does not govern amounts a clinic bills or refunds to its own patients. Patients should direct those questions to the clinic that provided or arranged their care

CPET-Insight invoices organizations directly. Unless a written agreement states otherwise, payment is made by ACH for United States organizations or by wire transfer for international organizations

Platform credits are issued only after CPET-Insight confirms that funds have cleared. Initiating a transfer, providing a payment confirmation, or receiving a pending bank notice does not make credits available

Unless your written agreement or applicable law requires otherwise:

• Fees are prepaid and credits must be available before a service request is submitted
• A credit is used when it is applied to a submitted CPET interpretation request
• Used credits are non-refundable
• Credits are not redeemable for cash and may not be transferred between organizations
• Credit expiration, if any, follows the applicable written agreement

An organization may ask CPET-Insight to review unused purchased credits, an overpayment, or a duplicate payment. Approval and the amount of any refund depend on the governing agreement, the payment record, credit usage, and applicable law

Submitting a request does not guarantee a refund. CPET-Insight may instead correct the invoice, adjust the credit balance, or apply an approved overpayment to a future invoice when permitted by the agreement and agreed with the organization

A credit is considered used once it is applied to a submitted interpretation request, including a request that has entered clinical or technical processing

A used credit is not refundable solely because the organization later withdraws the request, no longer needs the service, or disagrees with an interpretive judgment. CPET-Insight remains responsible for addressing qualifying technical or service issues as described below

If a technical issue prevents CPET-Insight from processing a submitted request or delivering the contracted service, contact us promptly so we can investigate

Depending on the facts and governing agreement, we may provide:

• Reprocessing of the submitted data
• Correction or replacement of a report or other deliverable
• Restoration or manual grant of a clinic credit
• Extension of a credit term where appropriate
• A full or partial refund where required by the agreement or applicable law

Promotional credits, evaluation credits, service-recovery credits, and other credits not purchased with cleared funds have no cash value

They are not refundable, exchangeable, or transferable unless CPET-Insight agrees in writing or applicable law requires otherwise

An authorized representative of the contracting organization may request billing or refund review by contacting:

Please include:

• The contracting organization’s name
• The requester’s name and business contact information
• The CPET-Insight invoice number and payment date
• The amount in question
• A brief non-PHI description of the request

We may ask for confirmation that the requester is authorized to act for the organization

If a refund is approved, CPET-Insight will provide written confirmation and return funds through an appropriate business payment method. Timing depends on the receiving bank, payment rail, and any information needed to verify the recipient

Refunded or reversed credits will be removed from the organization’s balance. Credits already used may be offset against the refund or a future invoice where the agreement and applicable law permit

If a payment is returned, reversed, or disputed, CPET-Insight may suspend the related unused credits or services while the matter is reviewed

Organizations should contact CPET-Insight promptly about suspected invoice or payment errors so the issue can be investigated directly

We may update this policy from time to time. The version applicable to a transaction, together with the governing written agreement and non-waivable legal rights, will govern that transaction