• 1-833-967-5777
  • 1970 E 34th Ave, Vancouver, BC V5P 1A6, Canada
Doctery
1-833-967-5777

Refund Policy

Policy Refund Policy

Refund Policy – Synapse Billing

Effective Date: 2025-10-15

At Synapse Billing, we are committed to delivering accurate, reliable, and timely medical billing and revenue cycle management services to healthcare providers of all sizes. Our mission is to simplify the complex world of medical billing, allowing our clients to focus on patient care rather than administrative challenges. While we take every precaution to ensure exceptional service, we recognize that, in rare circumstances, clients may be dissatisfied with our services. This Refund Policy outlines the conditions under which refunds may be requested, how they are processed, and the rights of clients concerning billing disputes.

  1. Scope and Purpose

    2. This Refund Policy applies to all services provided by Synapse Billing, including medical billing and coding, revenue cycle management, claims submission and denial management, and patient billing support. It is designed to provide transparency regarding client rights and responsibilities in the event of disputes or dissatisfaction with service delivery. By engaging Synapse Billing, clients acknowledge and agree to the terms of this Refund Policy. Our goal is to maintain fairness, integrity, and trust while ensuring financial stability for both our clients and our organization.

    Refunds are considered in cases where Synapse Billing fails to provide the agreed-upon services or does not meet contractual obligations. It is important to note that, due to the nature of medical billing and insurance reimbursement processes, certain factors outside our control—such as delays from insurance carriers, payer rejections, or regulatory compliance requirements—may affect outcomes. Refunds are assessed on a case-by-case basis to ensure fairness and compliance with applicable laws.

  2. Eligibility for Refunds

    3. Clients may be eligible for a refund under the following circumstances:

    • Service Errors – If Synapse Billing makes a demonstrable error in billing or claims processing that results in overcharging or incorrect financial transactions, clients may request a refund for the affected amount. Documentation of the error, including supporting records, must be provided.
    • Failure to Deliver Services – If Synapse Billing fails to provide services outlined in the contract, subscription agreement, or service plan, clients may request a partial or full refund, depending on the scope of unfulfilled services. This includes instances where services were delayed without reasonable justification or where contractual milestones were not met.
    • Duplicate Billing or Overpayment – In the event that a client is billed twice for the same service or makes an accidental overpayment, Synapse Billing will promptly review the account and issue a refund for any verified excess payment.
    • Cancellations – If a client cancels a service plan or subscription within the terms of the cancellation policy, a refund may be issued for unused portions of the service. Refunds for cancellations are prorated based on the remaining term of the service agreement, minus any work already performed.
    • Refunds are not automatically guaranteed and require verification and approval by Synapse Billing. Refunds may not be issued for outcomes related to third-party insurance delays, denied claims outside our control, or client-provided inaccurate information.

  3. Refund Request Process

    4. Clients seeking a refund must submit a written request to Synapse Billing within 30 days of identifying the issue. Refund requests should include:

    • The client’s name, practice, and contact information
    • Detailed description of the issue or error
    • Supporting documentation, such as invoices, claim reports, or service agreements
    • Requested refund amount or resolution

    All refund requests should be submitted to our Billing and Refund Department at
    support@yoursynapsebilling.com or
    1970 E 34th Ave, Vancouver, BC V5P 1A6, Canada    .
    Once received, Synapse Billing will acknowledge receipt of the request within five (5) business days.

    Refund requests are reviewed by a dedicated team to verify eligibility and assess the scope of the issue. During this review, Synapse Billing may request additional documentation or clarification from the client. It is the client’s responsibility to provide accurate and complete information to facilitate a timely resolution.

  4. Refund Assessment and Approval

    5. Upon receipt of a refund request, Synapse Billing evaluates the claim based on the following criteria:

    • Verification of Service Records – All billing, claims, and service records are reviewed to confirm whether errors or service failures occurred.
    • Contractual Obligations – The client’s service agreement, subscription terms, and scope of services are examined to determine whether Synapse Billing met its contractual obligations.
    • Mitigating Circumstances – External factors such as insurance carrier delays, regulatory requirements, or client-supplied information errors are taken into account.
    • Proportional Refunds – When only a portion of the service was affected, a prorated refund may be issued. Full refunds are generally reserved for cases where Synapse Billing fails to deliver services entirely or causes significant billing errors.

    Once the review is complete, Synapse Billing will notify the client of the decision regarding the refund, including the approved amount and estimated timeline for processing. In most cases, refund decisions are communicated within 15 business days from the date the request is received.

  5. Refund Payment Methods and Timing

    6. Approved refunds are processed using the original payment method whenever possible. This may include credit card reimbursement, bank transfer, or other payment methods agreed upon at the time of service. In cases where the original payment method is unavailable, Synapse Billing may issue a refund via an alternative method, such as a check.

    Refunds are typically issued within 30 business days of approval. Synapse Billing strives to process refunds promptly; however, processing time may vary depending on financial institution procedures, payment method, and other administrative factors. Clients will be notified of any delays in refund processing and provided with a revised timeline.

  6. Limitations and Exceptions

    7. Refunds are subject to the following limitations and exceptions:

    • Refunds will not be issued for outcomes or delays beyond Synapse Billing’s control, including insurance denials, payer processing times, or regulatory compliance requirements
    • Refunds are not provided for dissatisfaction based solely on expected reimbursement amounts, as these are influenced by third-party payers and external factors.
    • Clients are responsible for providing accurate and complete patient and billing information. Refunds are not issued for errors resulting from client-supplied incorrect data.
    • Synapse Billing reserves the right to deny refund requests if the request is submitted after the 30-day eligibility period or if insufficient supporting documentation is provided.

    These limitations ensure fairness and maintain the financial stability required to provide high-quality billing services to all clients.

  7. Dispute Resolution

    8. Clients who disagree with the outcome of a refund request may contact Synapse Billing’s Client Support and Escalation Team for further review. The team will conduct a secondary evaluation and provide a final determination. Synapse Billing is committed to resolving disputes fairly and professionally and encourages open communication to reach mutually acceptable solutions.

  8. Contact Information

    9. For questions regarding this Refund Policy or to submit a refund request, clients may contact:

    Billing and Refund Department Synapse Billing
    Address :1970 E 34th Ave, Vancouver, BC V5P 1A6, Canada
    Phone :1-833-967-5777
    Email Address:support@yoursynapsebilling.com

    We are committed to responding to inquiries promptly and ensuring that all refund concerns are handled transparently, professionally, and in compliance with applicable regulations.

  9. Conclusion

    10. Synapse Billing strives to provide exceptional, accurate, and reliable medical billing services. While we work diligently to prevent errors and ensure client satisfaction, this Refund Policy provides a clear framework for addressing issues, disputes, and service concerns. By outlining eligibility criteria, processes, and limitations, we aim to maintain transparency, trust, and fairness in all financial transactions. Our focus remains on delivering seamless, accurate, and compliant billing solutions so healthcare providers can dedicate their time and resources to patient care, while knowing that any legitimate issues will be addressed promptly and professionally.