Scope of This Policy

This Refund Policy applies to all billing, RCM, credentialing, and related services provided by AEGIS CARE PARTNERS LLC. It governs requests for financial reimbursement made by clients (healthcare providers or their authorized representatives) in the event of dissatisfaction with services delivered under a signed agreement or statement of work.

• Patients receiving bills from providers for whom we handle billing. Refunds or billing disputes must be directed to the provider, not AEGIS CARE PARTNERS LLC.
• Fees paid to government or private payers (e.g., Medicare, Medicaid, commercial insurers).
• Delays or denials due to third-party payer policies outside our control.
• Services provided outside the agreed-upon scope or contract period.

General Refund Eligibility

We assess all refund requests on a case-by-case basis. Refunds may be granted only under the following circumstances:

• Failure to Provide Agreed Services: If AEGIS CARE PARTNERS LLC did not deliver a contracted service due to internal oversight or failure to perform, a partial or full refund may be issued.
• Service Deficiency: If demonstrable errors or omissions in our billing processes lead to financial loss and cannot be corrected upon notification, a refund may be considered.
• Duplicate Payments: If a client mistakenly makes a duplicate payment for the same service period or invoice, the extra payment will be refunded.
• Early Termination by Client (Prepaid Services): If a client terminates a prepaid agreement before services begin or within a reasonable notice period, a prorated refund may be issued, less administrative and setup fees.
• Onboarding Cancellation: If a client cancels services before onboarding is complete, and setup has not been finalized, a partial refund may be considered, minus any costs incurred.

Refunds will not be granted in the following situations:

• Dissatisfaction with results not directly tied to our performance (e.g., claim denials due to documentation errors by provider).
• Failure to provide necessary documents, approvals, or access by the client, causing service disruption.
• Delays caused by third parties including payers, clearinghouses, or credentialing bodies.
• Refund requests submitted more than 30 days after service delivery or invoice date.
• Termination of contract due to client’s violation of terms, non-payment, or breach.

Refund Request Process

To request a refund, the client must follow the steps outlined below:

• Submit a Written Request

Clients must email a formal refund request to support@aegiscarepartners.com or use our designated customer support portal. The request must include:

• Client name and contact details
• Contract or service agreement reference
• Description of services in question
• Invoice number(s)
• Reason for requesting a refund
• Supporting documentation (if applicable)
• Acknowledgment and Investigation

Upon receiving a request, AEGIS CARE PARTNERS LLC will:

• Acknowledge receipt of the request within 3 business days
• Begin a full internal review and investigation
• Communicate with the client to clarify concerns or request additional documentation
• Review Timeline

We aim to resolve refund requests within 10 to 20 business days from the date of submission. Complex cases may require additional time, in which case the client will be notified.

Outcomes of Review

Following our investigation, one of the following outcomes will be communicated to the client:

• Refund Approved

A partial or full refund will be issued, along with a breakdown of the refunded amount and method. Refunds are typically processed to the original form of payment unless otherwise agreed.

• Service Credit Issued

If a refund is not appropriate, but we acknowledge a shortfall in service, we may offer a service credit toward future billing cycles or deliverables.

• Refund Denied

If the request does not meet the eligibility requirements outlined in this policy, the client will receive a written explanation. Clients may escalate unresolved concerns to senior management.

Refund Timeframe

Once a refund is approved, funds will be returned within 7–10 business days, depending on the original payment method. Refunds to credit cards or ACH accounts may take additional processing time, depending on the client's financial institution.

Prepaid Plans and Retainers

For clients on a prepaid monthly or annual billing plan, refunds are calculated based on unused service time. If a client terminates service before the end of a billing cycle:

• A prorated refund may be issued, minus any services already rendered.
• Administrative fees and onboarding/setup costs are non-refundable unless specified in the agreement.
• Discounts granted under long-term commitments may be recalculated based on standard monthly rates if the client terminates early.

Custom Projects and Non-Recurring Services

Certain services such as credentialing, audits, custom reporting, or project-based consultations are non-refundable once delivered. However, if the client believes the service was not rendered to agreed specifications, we will offer a resolution through correction or partial refund after review.

Disputes and Chargebacks

AEGIS CARE PARTNERS LLC works to resolve concerns professionally and efficiently. If a client initiates a chargeback or payment dispute through their financial institution before contacting us:

• The account may be suspended until the dispute is resolved.
• We reserve the right to dispute unfounded chargebacks and provide documentation to defend the original charge.
• Reinstatement of service may require payment of any reversed or disputed funds.

Amendments to the Refund Policy

We reserve the right to update or modify this Refund Policy at any time to reflect changes in legal requirements, business operations, or service offerings. Clients will be notified of significant changes, and the updated policy will be published on our website with the revised effective date.

Contact Us

For any questions or concerns regarding this Refund Policy or to request a refund, please contact:

AEGIS CARE PARTNERS LLC

We are committed to working with our clients transparently and in good faith. Thank you for choosing AEGIS CARE PARTNERS LLC as your trusted medical billing partner.