Cherry Medical Solutions – Refund Policy

Effective Date: 2025-09-25

Cherry Medical Solutions (“Company,” “we,” “our,” or “us”) strives to deliver high-quality medical billing and revenue cycle management services to healthcare providers. Because we handle essential administrative and financial processes, we believe it is important to clearly explain how fees, credits, and refunds work. This Refund Policy outlines the circumstances under which clients may request a refund, how we evaluate refund requests, and the procedures we follow to ensure fair and transparent resolutions.

By engaging our services or making a payment to Cherry Medical Solutions, you acknowledge that you have read and agreed to this Refund Policy.

1. Purpose of This Policy

Our Refund Policy is designed to:

• Establish clear expectations regarding fees and refunds.
• Protect both Cherry Medical Solutions and our clients from misunderstandings.
• Maintain transparency about how we handle disputes, billing errors, or service cancellations.
• Ensure compliance with applicable contracts, Business Associate Agreements (BAAs), and state/federal regulations

Because our services are highly customized and involve significant labor and technology costs, refunds are limited and evaluated case by case.

2. Scope of This Policy

This policy applies to all services offered by Cherry Medical Solutions, including:

• Medical Billing Services
• Revenue Cycle Management
• Insurance Verification
• Payment Posting
• Denial Management
• Patient Billing Support

It covers payments made under service agreements, subscription plans, or one-time service arrangements.

3. Non-Tangible, Service-Based Nature of Our Work

Unlike products that can be returned, our services involve time, expertise, and access to protected health information. Once work is performed (e.g., claim submission, insurance verification, denial management), it cannot be “undone.” Therefore, most fees are non-refundable once services have begun. However, we recognize that errors, overpayments, or special circumstances may warrant a partial or full refund. This policy explains those circumstances.

4. Billing and Payment Structure

We typically charge clients in one of three ways:

1. 1. Percentage of Collections: A pre-agreed percentage of net collections.
2. 2. Per-Claim Fees: Fixed amounts for each submitted or processed claim.
3. 3. Subscription/Retainer Models: Monthly or quarterly flat-rate fees for bundled services.

Invoices are issued according to the client agreement and are due as stated in the contract. Refunds, credits, or adjustments will always reference the original payment method or invoice.

5. Eligibility for Refunds

You may be eligible for a refund or credit in the following circumstances:

• Duplicate Payments: If you accidentally submit a payment twice for the same invoice.
• Billing Errors: If we invoice you incorrectly due to our error.
• Service Not Rendered: If you paid for a service in advance that we did not deliver.
• Overestimation of Fees: If we overcharged relative to the agreed-upon contract rate.
• Termination Before Work Begins: If you cancel before we commence any work and no costs have been incurred.
Refunds are not generally provided for:
• Completed services already performed according to contract.
• Dissatisfaction arising from outcomes beyond our control (e.g., payer decisions, insurance denials unrelated to billing errors).
• Client errors or delays (e.g., failure to provide documentation).
• Services purchased more than 90 days prior to the request without prior notice.
6. Requesting a Refund
To request a refund, clients must:
• Submit a written request to our billing department at support@cherrymedicalsolutions.com.
• Include the invoice number, payment details, and a clear description of the issue.
• Provide supporting documentation (e.g., proof of duplicate payment, cancellation notice).
We will acknowledge receipt of the request within 5 business days and may ask for additional information.
7. Refund Evaluation Process
Once a refund request is received, we follow these steps:
1. Verification of Payment: Confirm the amount, date, and payment method.
2. Service Status Review: Determine whether services were rendered, partially rendered, or not yet started.
3. Contractual Review: Cross-check the client agreement to ensure compliance with terms.
4. Decision: Approve, deny, or partially approve the refund request.
5. Communication: Provide written notice of our decision, including the rationale, within 15 business days where possible.

Complex cases or those requiring coordination with third parties may take longer, but we will keep you informed.

8. Refund Method

Approved refunds are generally issued using the original payment method. For example:

9. Timelines for Refund Processing

Once approved, refunds are typically processed within 10–15 business days. Processing times may vary depending on your bank or payment provider.

10. Partial Refunds or Credits

In some cases, a full refund may not be appropriate (e.g., if partial work was completed). Instead, we may offer:

These options allow flexibility while recognizing work already performed.

11. Service Cancellations

Clients may cancel services according to their contract terms. Depending on the timing:

Notice of cancellation must be provided in writing as specified in your agreement.

12. Disputed Charges

If you believe you have been charged incorrectly:

1. 1. Contact our billing team immediately at support@cherrymedicalsolutions.com or 1-888-731-7615.
2. 2. Reports or account information.
3. 3. We will investigate promptly and resolve the dispute in good faith.

We encourage clients to contact us before initiating chargebacks with their bank or credit card provider.

13. Overpayments and Account Credits

Any verified overpayments will be either:

We will notify you of overpayments as soon as they are identified.

14. Non-Refundable Fees

Certain fees may be non-refundable under all circumstances, including:

15. Refunds for Patients

We are a business-to-business (B2B) company working with healthcare providers. We generally do not handle direct patient payments unless explicitly authorized. Patient refund requests should be directed to the healthcare provider. If we receive a patient refund request in error, we will notify the provider immediately and assist as contractually required.

16. Compliance with HIPAA and Data Privacy

Refund processing may involve reviewing invoices or PHI. We handle all such data in strict compliance with HIPAA and our Business Associate Agreements. Refunds will never compromise patient privacy.

17. Amendments to This Refund Policy

We may revise this Refund Policy periodically to reflect changes in our services, legal requirements, or industry standards. Updated versions will be posted on our website with a new “Effective Date.” We encourage you to review the policy regularly.

18. Limitation of Liability

Our liability for refunds is limited to the amount you paid for the disputed service. We are not responsible for indirect or consequential losses arising from billing disputes or refunds, except where prohibited by law.

19. Contact Information

If you have questions about this Refund Policy or wish to request a refund, contact us at:

Cherry Medical Solutions
Phone: 1-888-731-7615
Email: support@cherrymedicalsolutions.com
Address: 13325 Wolf Rd, Grass Valley, CA 95949, USA