Return, Cancellation, and Refund Policy
QuestLynk, LLC (“QuestLynk,” “we,” “us,” or “our”) offers medical-record retrieval, provider follow-up, record organization and indexing, missing-record review, medical-record review, chronology services, and medical-record receiving and processing services.
This Cancellation and Refund Policy explains when a QuestLynk service may be cancelled and when a payment may qualify for a refund.
Because QuestLynk provides professional services and digital deliverables, QuestLynk does not sell physical products that can be returned.
1. When a Request Becomes Active
QuestLynk generally does not begin work until payment is received unless otherwise agreed in writing.
A request may require:
Required request information.
Required records or authorizations.
Applicable payment.
Acceptance of the request by QuestLynk.
Turnaround time generally begins after QuestLynk receives the payment, records, authorizations, instructions, passwords, and other information reasonably necessary to perform the purchased service.
2. How to Cancel a Request
A cancellation request must be submitted in writing through:
The applicable request or comment section in the client portal.
A written message through the client portal.
Email to info@questlynk.com.
A verbal cancellation request, including a request made by telephone, does not cancel a service unless the cancellation is also submitted in writing.
A written cancellation becomes effective when QuestLynk receives the written request.
Clients should include enough information for QuestLynk to identify the applicable request, such as:
Firm or organization name.
Patient or matter name.
Request number, if available.
Service being cancelled.
A reason for cancellation is not required.
3. Cancellations Before Work Begins
A service may qualify for a full refund when the written cancellation request is received before the applicable service reaches the work-start point described in this Policy.
Different QuestLynk services have different work-start points.
Submitting a cancellation request after work has started does not automatically create a right to a refund.
4. Medical-Record Request Cancellations
For a medical-record request, work is considered to have started once the request has been submitted to the provider, facility, records custodian, release-of-information company, or other party responsible for producing the records.
In QuestLynk’s workflow, this generally includes a request that has reached the Requested from Provider status or any later status.
If QuestLynk receives a written cancellation request before the medical-record request has been submitted, the service may qualify for a full refund.
Once the request has been submitted, the applicable QuestLynk 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 reports that no records are available.
The records produced are incomplete.
Additional authorization or documentation is required.
The provider or records custodian 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, release-of-information company, or other third party will release records or respond within a particular period.
5. Medical Review and Chronology Cancellations
For medical-review and chronology services, work is considered to have started when the request enters QuestLynk’s In Progress status or another status indicating that substantive review work has begun.
If a written cancellation request is received before the request enters In Progress status, the service may qualify for a full refund.
Once the request enters In Progress status, the applicable service fee is generally nonrefundable.
A completed medical review or chronology is nonrefundable except when QuestLynk determines that a refund or other remedy is appropriate because of a material error within the purchased scope.
A refund is not owed merely because:
Client uploaded incorrect records.
Client submitted duplicate, irrelevant, blank, or unnecessary pages.
Client failed to remove pages before submission.
Client provided incomplete instructions.
Client did not identify a particular issue, injury, provider, treatment, date range, or question.
Client later changes strategy.
Client no longer needs the service.
The records do not support Client’s expected position or case theory.
Client disagrees with information contained in records created by a healthcare provider or other third party.
Client fails to respond to a request for information.
If Client does not provide a specific focus or sufficient case background, QuestLynk may perform a general review based on the records provided and the service purchased.
Page count is based on pages submitted for review unless QuestLynk agrees otherwise in writing.
6. Expedited Services
Expedited medical-review or chronology services may qualify for a full refund when cancellation is received before the underlying service enters In Progress status.
Once expedited work begins, the applicable service fee and expedited fee are generally nonrefundable.
Expedited service affects QuestLynk’s internal processing priority.
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.
7. Medical Records Receiving & Processing Subscription
The Medical Records Receiving & Processing Subscription becomes active when payment is successfully processed.
Subscription payments are nonrefundable once the applicable subscription period begins.
Cancelling a subscription prevents the next renewal but does not end access to the subscription before the end of the period already paid for.
Client may continue using the subscription through the end of the applicable paid billing period.
Cancellation of the subscription does not automatically cancel separately purchased medical-record requests, medical reviews, chronologies, provider fees, or other services.
8. Records Received After a Subscription Ends
QuestLynk may continue to receive records after a Medical Records Receiving & Processing Subscription has ended because a provider, facility, records custodian, or other third party may send records from an earlier request.
If QuestLynk receives records after the applicable subscription has ended:
QuestLynk may notify Client that the records were received.
QuestLynk will not automatically release or process the records as an active subscription benefit.
Client may reactivate the applicable subscription or purchase the appropriate individual medical-record request service to obtain the records.
Payment must be received before QuestLynk releases or processes the records.
The records will generally be held for 30 days from the date QuestLynk receives them.
If Client does not complete the required purchase or reactivation within that 30-day period, QuestLynk may securely delete the records from systems under QuestLynk’s control.
Requesting access to the records does not extend the 30-day period unless QuestLynk agrees otherwise in writing.
Once records are deleted, Client may need to submit and pay for a new medical-record request if the records are still needed.
This 30-day rule applies specifically to records received after the applicable subscription has ended and does not replace QuestLynk’s general records-retention policy for completed services.
9. Provider and Third-Party Fees
Healthcare providers, medical facilities, pharmacies, records custodians, release-of-information companies, and other third parties may charge separate fees to process, copy, transmit, certify, or release records.
Unless expressly included in the purchased QuestLynk service, third-party fees are separate from QuestLynk’s service fees and remain Client’s responsibility.
QuestLynk does not control third-party:
Pricing.
Refund decisions.
Processing times.
Record-release policies.
Denials.
Response times.
Cancellation of a QuestLynk service does not automatically cancel or refund a fee charged by a third party.
10. Additional Work and Changed Requests
Additional payment may be required when Client requests work outside the original purchased scope, including:
Additional pages.
Additional providers.
Additional date ranges.
Additional review questions.
Changed instructions.
Re-submissions.
Expedited handling.
Additional services not included in the original purchase.
QuestLynk does not charge an additional fee solely because submitted records are disorganized.
Record organization or indexing may be available when included in the applicable service or subscription.
Changing or reducing the scope after work begins does not automatically create a right to a refund.
11. Errors, Corrections, and Revisions
Clients should review records and deliverables after delivery and notify QuestLynk of any apparent material error within a reasonable period.
QuestLynk may correct or revise a material error that falls within the original purchased scope.
New records, new providers, new questions, new date ranges, new formatting preferences, changed priorities, changed instructions, or work outside the original scope are not considered corrections and may require an additional service or payment.
QuestLynk is not required to provide unlimited revisions.
If QuestLynk determines that a material error occurred within the purchased scope, QuestLynk may, depending on the circumstances:
Correct the error.
Revise the affected deliverable.
Provide a service credit.
Provide a partial or full refund for the affected service.
QuestLynk determines the appropriate remedy based on the nature and extent of the issue.
12. Cancellation After Work Begins
Once a service reaches the applicable work-start point described in this Policy, the service fee is generally nonrefundable.
QuestLynk may stop future work when reasonably possible after receiving a written cancellation request.
Cancellation after work begins does not require QuestLynk to provide a prorated refund for partially completed work.
Client remains responsible for applicable service charges and third-party costs incurred before cancellation.
13. Suspension or Termination by QuestLynk
QuestLynk may suspend, refuse, or terminate services when reasonably necessary because of:
Nonpayment.
Missing or insufficient authorization.
Questionable or unauthorized records.
Unlawful or improper requests.
Abusive or threatening communications.
Material privacy, security, legal, or operational concerns.
Repeated requests for work outside the purchased scope without payment.
Failure to provide information reasonably necessary to perform the service.
Violation of QuestLynk’s Terms of Service or an applicable signed Master Services Agreement.
Client remains responsible for applicable fees and costs incurred before suspension or termination.
14. Relationship to Other QuestLynk Terms
This Policy should be read together with QuestLynk’s:
Terms of Service.
Privacy Policy.
Applicable signed Master Services Agreement.
If QuestLynk and Client later enter into a Business Associate Agreement, that agreement governs PHI-specific obligations to the extent applicable.
QuestLynk does not incorporate a separate service order, service schedule, portal terms, or other document into this Policy unless QuestLynk and Client actually enter into that document or expressly agree to incorporate it in writing.
15. Changes to This Policy
QuestLynk may update this Cancellation and Refund Policy as its services, practices, pricing, or business operations change.
When this Policy is updated, the revised version will be posted with an updated effective date.
Effective and last updated: August 23, 2026
QuestLynk, LLC
Miami, Florida 33194
Email: info@questlynk.com