Refund Policy

Summary

Practiclear is direct-pay. When something can't be delivered the way it was ordered, we'd rather give you your money back than leave you with a service that didn't fit your situation. Below are the specific cases where a refund is issued — including a full refund whenever your provider declines your case.

Full refund — provider declines your case

After payment, you complete a secure medical-history intake through Paubox Forms, Practiclear's secure patient intake and file-upload channel under a Business Associate Agreement. Jotform is not part of the MVP PHI intake workflow. Andrew Overbey reviews your intake before any lab order is manually placed. If, in Andrew Overbey's clinical judgment, asynchronous telehealth and routine screening documentation are not appropriate for your situation — for example, your history suggests an in-person evaluation is needed first, or you require a service Practiclear does not offer — the order is declined and refunded in full. The clinical basis for that decision is described in the Telehealth Informed Consent.

This refund is not contingent on you doing anything else. It is the counterpart to the provider's professional duty to decline care that isn't clinically appropriate (consistent with Va. Code § 54.1-3303 and the autonomous-practice framework in 18 VAC 90-30-86).

Full refund — cancellation before the lab requisition is issued

You may cancel your order at any time before Andrew Overbey has manually placed a lab order through the Evexia/Labcorp workflow. Email andrew@practiclear.com from the email address on your order. We will issue a full refund.

The window to cancel is the period between payment and requisition order placement. Provider review and requisition timing vary, so if you change your mind after payment, write to us right away.

Partial refund — after the requisition is issued, before specimen collection

Once a lab order has been manually placed through the documented Evexia/Labcorp workflow, Practiclear has committed outside-laboratory workflow costs on your behalf. That portion of the fee becomes non-refundable at that point, because the routing platform has placed your order with the laboratory.

If you decide not to complete the draw after a requisition has been generated, we will refund the remaining Practiclear review and documentation portion of your fee (typically $25 for single-test orders; varies by service). The outside-laboratory workflow portion is not refundable. To request this partial refund, email andrew@practiclear.com.

If you change your mind and your case has not yet had a requisition placed, see the section above (full refund — cancellation before manual lab order placement).

No refund — after specimen collection

Once your specimen has been collected at a Labcorp Patient Service Center, the order is complete from a refund standpoint. You will receive your screening documentation letter (or, where the result requires follow-up, a written result-explanation message). All services have been rendered and no refund is issued at this stage.

This applies regardless of the result. A negative or non-immune result is a clinical fact, not a service failure. We deliver the same clinical work whether your result supports documentation or requires follow-up care.

Full refund — service failure on our end

If a Practiclear failure prevents completion of the service you paid for — for example, we lose your case, an extended outage prevents result review for an unreasonable period, or documentation cannot be issued for reasons within our control — contact us and we will issue a full refund.

A school or employer rejecting your documentation because it does not match that institution's specific format is not covered by this clause, but we will work with you in good faith to revise the documentation at no additional cost. Documentation is drafted to track widely used documentation standards (CDC tuberculosis screening criteria; OSHA bloodborne pathogen requirements; standard Virginia school-health and nursing-program formats). Institution-specific formats vary.

Eligibility-gate failures

If you are unable to complete the eligibility gate at /start/ (for example, because you are not located in Virginia, or you are under 18), no payment is captured, so no refund is needed.

Intake information accuracy

Your provider's clinical decision relies on the information you provide in the medical-history intake. If material information is omitted or inaccurate — for example, an active infection or symptom relevant to the test ordered, an age or Virginia-location attestation that does not match the government-issued ID you upload, residence-state information that affects Evexia eligibility, government-program or insurance-reimbursement information, or vaccination history that conflicts with the records you submit — that may affect both the clinical decision and the refund determination.

If screening documentation has already been issued in reliance on intake information that later turns out to be inaccurate, Practiclear is not obligated to refund the documentation-support portion. Where it is possible to correct the issue without harm to a third party that has relied on the letter, we will work with you in good faith to revise the documentation. Where the underlying issue cannot be corrected by re-documentation — for example, the test ordered turned out to be the wrong test for your situation because of inaccurate intake — a new order at standard pricing is the path forward.

This section is consistent with the Telehealth Informed Consent: your provider may decline an order or decline to issue screening documentation when, in the provider's clinical judgment, doing so would be outside scope or not in your clinical best interest.

Evexia/Labcorp eligibility and pricing controls

The intended MVP lab workflow uses Evexia Diagnostics for lab ordering/result workflow and Labcorp as the performing laboratory and Patient Service Center draw path for eligible orders after secure intake review. Practiclear may decline and refund a request before requisition issuance when the intake, eligibility, vendor workflow, or clinical review does not support placing the order.

Evexia agreement-specific constraints may require Practiclear to decline and refund an order before requisition issuance, including under-18 patients, NY/NJ/RI residents, and patients who intend to use insurance, Medicare, Medicaid, another government health care program, or third-party reimbursement for the Evexia/Labcorp order.

The listed MVP prices apply only to the selected services shown at checkout. Any additional services, reflex/cascade testing, or out-of-scope follow-up may require separate review and pricing before it is offered.

Chargebacks

If you believe a refund is owed under this policy, please contact us first at andrew@practiclear.com so we can resolve it directly. Filing a chargeback without first contacting us delays resolution and incurs avoidable processor fees, which Practiclear absorbs. The result is the same — you get your refund — but the path is friendlier for everyone.

How refunds are issued

Refunds are issued through Stripe to the original payment method. Processing time is typically 5–10 business days, depending on your card issuer.

Pricing and Good Faith Estimate

The fees referenced in this policy must match the final posted prices described on each product page and itemized in the Good Faith Estimate required under the federal No Surprises Act. For the Evexia/Labcorp workflow, the listed MVP prices must account for Evexia test costs, the confirmed $8 Labcorp PSC fee, Stripe fee, Practiclear service/documentation fee, and refund risk for the services shown at checkout. Any additional services, reflex/cascade testing, or follow-up outside this limited scope may require separate review and pricing before it is offered.

Contact

Email andrew@practiclear.com with your order email address and a brief description of what happened. We review and respond during monitored business operations.