Return, Cancellation, and Refund Policy

Effective and last updated: August 23, 2026This Return, Cancellation, and Refund Policy applies to services purchased from QuestLynk, LLC (“QuestLynk,” “we,” “us,” or “our”).Because QuestLynk provides professional services and digital deliverables, we do not sell physical products that can be returned.

1. When a Request Becomes Active

QuestLynk does not begin work until payment is received unless otherwise agreed in writing.A request is not considered active until:The client submits the required information.The client provides the required records or authorization.The applicable invoice is paid.QuestLynk accepts the request.Turnaround time does not begin until all required payment, records, authorizations, instructions, passwords, and other necessary information have been received.

2. How to Cancel a Request

To request a cancellation, contact QuestLynk as soon as possible through:The client portal; orEmail at info@questlynk.com.The cancellation request should include:Firm or organization name.Patient or matter name.Request number, if available.Service being cancelled.Reason for cancellation.A request is not considered cancelled until QuestLynk confirms the cancellation.

3. Cancellations Before Work Begins

QuestLynk may provide a full refund when a client cancels before QuestLynk begins work.Approval depends on whether QuestLynk has opened, reviewed, organized, submitted, processed, analyzed, summarized, chronologized, followed up on, or otherwise worked on the request.Submitting a cancellation request before completion does not automatically qualify the request for a refund.

4. Cancellations After Work Begins

Once QuestLynk begins work, fees are generally nonrefundable.Work may include:Reviewing a request or authorization.Reviewing or organizing submitted records.Preparing or submitting a provider request.Communicating with a provider, facility, records custodian, or copy service.Conducting a follow-up.Processing received records.Reviewing or analyzing medical records.Preparing a medical summary or chronology.Performing administrative work connected to the request.If a request is cancelled after work begins, QuestLynk will stop future work when reasonably possible. The client remains responsible for services performed, costs incurred, and third-party charges incurred before the cancellation.

5. Medical-Record Request Cancellations

A medical-record request may qualify for a full refund if it is cancelled before QuestLynk begins processing or submitting the request.Once QuestLynk reviews the authorization, prepares or submits the request, contacts the provider, conducts a follow-up, processes records, or otherwise begins working on the request, the service fee is generally nonrefundable.A refund is not owed merely because:The provider does not respond.The provider delays the request.The provider denies the request.The provider has no records.The records are incomplete.The provider requires additional authorization or documentation.The provider or copy service charges a fee.The client no longer needs the records.The client changes its case strategy.QuestLynk does not guarantee that a provider, facility, records custodian, or copy service will release records or respond by a particular deadline.

6. Medical Review and Chronology Cancellations

A medical review or chronology request may qualify for a full refund if it is cancelled before QuestLynk opens, reviews, organizes, analyzes, summarizes, or otherwise begins working with the submitted records.Once work begins, medical review and chronology fees are generally nonrefundable.A refund is not owed merely because:The client uploaded the wrong records.The client submitted duplicate, irrelevant, or unnecessary pages.The client failed to remove pages before submission.The client provided incomplete instructions.The client did not identify the issue, injury, date range, provider, treatment, or question to be reviewed.The client changes strategy or no longer needs the service.The client disagrees with the usefulness of records created by a healthcare provider or another third party.The records do not support the client’s case theory or expected outcome.The client fails to respond to a request for information.Page count is based on the pages submitted for review, including duplicate, blank, irrelevant, or unnecessary pages unless QuestLynk agrees otherwise in writing.

7. Expedited Services

Expedited service fees may qualify for a refund only if the request is cancelled before expedited work begins.Once QuestLynk begins the expedited request, the expedited fee and applicable service fee are generally nonrefundable.Expedited service provides priority within QuestLynk’s internal workflow. It does not guarantee:A provider or third-party response.Completion of a legal deadline.A court, filing, discovery, deposition, mediation, or trial result.A settlement or favorable case outcome.

8. Subscription Cancellations

Subscription services may be cancelled by providing written notice through the client portal or by emailing info@questlynk.com.Cancellation does not eliminate fees or payment obligations incurred before the cancellation becomes effective.Refund eligibility for the current subscription period depends on whether QuestLynk has begun providing subscription benefits or services during that billing period. Once subscription services or benefits have begun, amounts paid for that period are generally nonrefundable.Cancellation of a subscription does not automatically cancel separately purchased medical-record requests, medical reviews, chronologies, provider fees, or other services.Any additional cancellation or renewal terms shown on the applicable invoice, service order, or subscription checkout page also apply.

9. Provider and Third-Party Fees

Healthcare providers, medical facilities, pharmacies, records custodians, copy services, and other third parties may charge separate fees to process or release records.Unless expressly included in writing, third-party fees are separate from QuestLynk’s service fees and remain the client’s responsibility.QuestLynk does not control and is not responsible for third-party refund decisions, processing times, pricing, denials, or record-release policies.

10. Additional Work and Changed Requests

Additional payment may be required for:Additional pages.Additional providers.Additional date ranges.Additional review questions.Changed instructions.Re-submissions.Additional follow-ups.Corrections outside the original scope.Expedited handling.Additional organization or file preparation.Changing or reducing the scope after work begins does not automatically create a right to a refund.

11. Errors and Correction Requests

Clients must review all records and deliverables promptly.Unless otherwise agreed in writing, correction requests must be submitted within seven business days after delivery. If an issue is not reported within that period, the deliverable will be considered accepted.Corrections are limited to material errors within the original purchased scope.New records, new providers, new questions, new date ranges, new formatting preferences, new legal theories, changed priorities, and changed instructions are not corrections and may require a new order or additional fee.If QuestLynk makes a material error within the purchased scope, QuestLynk may, at its discretion:Correct the error.Revise the affected deliverable.Issue a service credit.Provide a refund for the affected service.

12. Suspension or Termination by QuestLynk

QuestLynk may suspend, refuse, or terminate services for reasons including:Nonpayment.Incomplete or invalid authorization.Questionable, unauthorized, or unlawfully obtained records.Unlawful, unethical, or improper requests.Abusive, threatening, or unprofessional conduct.Privacy, security, legal, operational, or ethical risks.Repeated changes to the scope without payment.Failure to provide required information, records, authorization, or payment.Violation of the Master Services Agreement or other applicable terms.The client remains responsible for fees and costs incurred before suspension or termination.

13. Controlling Terms

This Policy is a general summary of QuestLynk’s cancellation and refund rules.The client’s signed Master Services Agreement, Business Associate Agreement, service-specific terms, service order, accepted invoice, and payment terms control if they conflict with this website Policy.

14. Contact Us

Questions or cancellation requests may be sent to:QuestLynk, LLC
Miami, Florida 33194
Email: info@questlynk.com