Refund Policy

This Refund Policy describes when refunds are available for services provided by Access Path Management, LLC d/b/a ProviderNotes.com (the "Company," "we," "us," or "our"). This policy is incorporated by reference into our Terms of Service.

1. Our Service and What You Pay For

The fee for our services is $119. This fee covers the clinician's review of your intake information, the synchronous telehealth evaluation, and, where clinically appropriate, the completion of the medical certification (e.g., Florida Form HSMV 83039). The fee is for the clinician's professional time and clinical judgment, regardless of whether a certification is ultimately issued.

2. When Payment Is Charged

The eligibility check at providernotes.com is free and requires no payment information. After passing the eligibility screening, you will be asked to provide a credit or debit card to reserve your telehealth visit. Your card is securely saved at the time of booking and is charged the $119 fee approximately twenty-four (24) hours before your scheduled appointment. No charge is made at the time of booking. You will not be charged before booking.

3. Refund Summary

4. Cancellations and Reschedules

Before the fee is charged. Because your card is not charged until approximately 24 hours before your appointment, you may cancel or reschedule at any point more than 24 hours in advance and no charge is made at all. There is nothing to refund because nothing has been collected. To cancel or reschedule, log in to your patient portal, email help@providernotes.com, or call (754) 233-0586.

After the fee is charged. Once the $119 fee has been charged, approximately 24 hours before your scheduled visit, it is non-refundable if you then cancel or do not attend. The fee secures the clinician's reserved time, which generally cannot be reallocated on short notice. If you no longer need the visit, we encourage you to reschedule rather than cancel; we will make reasonable efforts to accommodate a reschedule within 60 days at no additional charge, although late reschedules cannot be guaranteed.

After the fee has been charged, the only situations in which a refund is available are listed in Sections 8 and 9 of this policy: (a) when the state rejects our certification for clinical or certification reasons attributable to us, with documented proof; or (b) when a technical failure on our end prevents your visit from occurring.

5. Late Reschedule Requests and No-Shows

Reschedule requests made within 24 hours of your scheduled visit are made after the $119 fee has already been charged. The clinician's time has been reserved for your evaluation and generally cannot be reallocated on short notice. We will make reasonable efforts to reschedule late requests, but the fee is non-refundable.

No-shows are non-refundable, because the fee is charged approximately 24 hours before the appointment and the clinician's time was held. If you miss your appointment and would still like to be evaluated, you will need to book a new appointment, which carries a new $119 fee.

6. Completed Visits

Visits that have been completed are non-refundable, regardless of the outcome. The fee is for the clinician's professional time and clinical judgment during the telehealth visit, not for any specific result. This means:

• If the clinician determines you qualify and signs the certification, the fee is non-refundable.
• If the clinician determines, based on professional judgment during the visit, that you do not meet the qualifying criteria and declines to certify, the fee is non-refundable. You paid for the clinician's evaluation, which was performed.

Our eligibility screening at providernotes.com is designed to identify obvious scope mismatches before booking, so that patients whose conditions clearly fall outside Florida's criteria or outside our clinicians' scope of practice are told so before any booking or payment occurs. The final determination is always the clinician's clinical judgment, made during the visit, based on the information you present. Our clinicians are compensated identically whether or not a certification is issued.

7. Tax Collector or Tag Agency Rejection

Provider Notes completes the medical certification only. The disabled parking placard is issued by the Florida Department of Highway Safety and Motor Vehicles ("FL DHSMV") through your county tax collector or authorized tag agency. Submission, processing, and issuance of the placard is handled by the FL DHSMV and the tax collector or tag agency, not by Provider Notes.

If a tax collector or tag agency refuses to accept the certification we provided for non-clinical reasons (such as missing patient signature, expired form, document handling issues, or any other administrative matter), the fee paid to Provider Notes is non-refundable. The clinician's evaluation was completed and the certification was issued; subsequent administrative handling is outside our control. We are happy to reissue the form (at no additional charge) if the document was lost, damaged, or had an administrative error on our end.

8. Refund If The State Rejects Our Certification

You may qualify for a full refund under the following circumstance:

• Your placard application is rejected by the Florida county tax collector or FL DHSMV specifically because the medical certification we provided is deemed insufficient, incomplete, or unacceptable for clinical or certification reasons (not for administrative reasons such as missing your signature, expired forms, or paperwork errors on your end).

How to request this refund:

1. Contact our support team at help@providernotes.com within fifteen (15) days of receiving the rejection notice from the county tax collector or FL DHSMV.
2. Include documented proof of rejection from the county tax collector or FL DHSMV, including any written explanation of the reason for rejection.
3. We will review the rejection within 5 business days. If the rejection is for a clinical or certification reason attributable to Provider Notes, we will process a full refund within 5-10 business days of approval.

This refund is not available when: (a) the rejection is based on administrative or patient-error issues; (b) the patient submitted the form to the wrong agency or in the wrong format; (c) the application was rejected for reasons unrelated to the medical certification itself.

9. Technical Failures On Our End

If a technical failure on our end (such as our video platform being unavailable, the clinician being unable to attend due to circumstances within our control, or a documented system outage) prevents your scheduled visit from occurring, you may choose between a full refund or a free reschedule to a new appointment time.

10. Disputed Charges and Chargebacks

If you have a concern about a charge or refund eligibility, please contact us first at help@providernotes.com before initiating a dispute with your bank or card issuer. Most refund concerns are resolved promptly through direct communication. Initiating a chargeback for a service that was rendered may result in account termination and recovery efforts.

11. How to Request a Refund

For refund-eligible situations, email help@providernotes.com with the following information:

• Your full name as it appears on the booking
• The email address you used to book
• The date and time of your scheduled visit
• The reason for your refund request

We will respond within 2 business days. Approved refunds are processed within 5-10 business days back to the original payment method.

12. Changes to This Policy

We may update this Refund Policy from time to time. The effective date above will reflect the most recent revision. Changes apply to bookings made after the effective date of the change; bookings made before a change will be governed by the policy in effect at the time of booking.

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