Refund policy
You are never charged before a physician has reviewed your request and priced it. What happens after that depends on how far the work has gone, and this page says exactly where each line falls.
Nothing is charged up front
Starting a request costs nothing. You complete the intake, upload your documents, and a reviewer reads it before any price exists. Only then do you receive an invoice, and only then are you asked to pay.
Up to that point you can cancel from your account at any time, for any reason, and there is nothing to refund because nothing has been taken.
After you have paid
Payment is what releases the work: a physician is assigned only once an invoice is settled. That gives a clear line between money paid and work done.
Before a physician has begun drafting, you are entitled to a full refund, no reason needed. Contact us from your account and we will process it.
Once drafting has begun, we refund the portion of the work not yet carried out, assessed case by case. Tell us as early as you can — a request made the same day is straightforward, one made after a draft has gone through quality review is not.
Once the finished letter has been delivered to your account, the service has been provided and the fee is not refundable. What you have instead is a revision: see below.
If we cannot write your letter, you get your money back
This is the one worth reading twice. Our physicians write an honest medical opinion or they write nothing. If, after reviewing your records, the reviewing physician concludes the evidence does not support a connection between your service and your condition, we will not manufacture one.
In that situation you receive a full refund. You are paying for a physician's opinion, and an opinion that does not go your way is still an opinion we should not charge you for.
We will tell you what was missing. Often it is a record that exists but was not included, in which case you are welcome to start again once you have it.
Revisions
Every tier includes one revision request within 7 days of delivery, at no charge. If the letter contains an error, misstates your history, or does not address what you asked, request a revision from your account and it goes back to the physician.
A revision is not a refund and does not extend the refund window, but in practice it resolves most concerns faster than a refund would.
How to request a refund
Sign in and use the contact option on your case, quoting your request number — it begins with MNP and appears at the top of every page about your request. That way the person reading it can see the full history immediately.
Please do not send medical records or details of your condition by email. Everything relevant is already attached to your case.
How long it takes
We action approved refunds within 3 business days. The money returns to the card you paid with — we cannot send it anywhere else, which is a rule of the card networks rather than ours.
If the payment has not yet settled with your bank, we void it instead, and it usually disappears from your statement within a few days rather than appearing as a separate credit. Either way you are made whole; only the appearance on your statement differs.
After that, how quickly it shows up is down to your bank. Most post within 5 to 10 business days.
Chargebacks
If you believe you have been charged in error, please contact us before raising a dispute with your bank. A chargeback locks the payment while the networks investigate, which usually makes things slower for you, not faster. We would rather just sort it out.
Cards we accept
Questions about a charge?
Sign in and contact us on the case, quoting your request number.