Refund and Service Cancellation Policy

1. Nature of Service

Remedy Support is a service of Neurvana AI, LLC. The platform provides professional administrative advocacy, authorized surrogacy, clinical document synthesis, and electronic filing services on behalf of enrolled consumers in connection with outpatient health insurance claims. Remedy Support serves outpatient claims only, within the $500 to $10,000 disputed amount range. Claims involving inpatient services, dental/vision-only coverage, workers' compensation, or traditional Medicare/Medicaid are explicitly excluded from this service scope.

When you engage Remedy Support, you are purchasing a defined scope of professional administrative labor. That labor includes: intake processing, appeal letter drafting, human procedural review by a trained advocate, and electronic transmission of your appeal via secure fax to the designated carrier. Your HIPAA Authorization and Limited Power of Attorney are executed during intake as the legal basis for this representation.

You are not purchasing a clinical outcome, a coverage decision, or a guarantee of financial recovery. Remedy Support operates as your authorized administrative representative, not as your legal counsel, licensed insurance adjuster, or treating provider.

2. No Guarantee of Clinical or Financial Outcome

Insurance carriers and healthcare payors are independent third-party entities not under the control, influence, or authority of Remedy Support or Neurvana AI, LLC. We do not, and legally cannot, guarantee any specific outcome, claim approval, coverage reversal, or financial reimbursement from any carrier.

The service is deemed Fully Rendered upon the confirmed electronic transmission of your appeal or authorization packet to the designated carrier, as evidenced by a verifiable transmission receipt (e.g., SRFax Transaction ID or equivalent digital proof of delivery), and the initiation of the administrative follow-up sequence.

The carrier's subsequent decision to uphold, reverse, or partially approve a denial does not alter the completion status of services rendered by Remedy Support. A carrier's adverse decision is not evidence that services were not performed.

This clause governs any dispute, chargeback, or payment reversal request initiated by the consumer. Any "Service Not Rendered" claim submitted to a financial institution is contradicted by the transmission receipt and this executed policy, which the consumer acknowledged and agreed to during the intake process.

3. Refund Eligibility

4. Administrative Persistence Commitment

The $49 service fee is earned upon confirmed electronic transmission of your appeal to your carrier, as evidenced by a verifiable transmission receipt. If a carrier claims non-receipt and our transmission records confirm we filed your appeal, Remedy Support will re-transmit the filing and provide updated Proof of Service documentation at no additional charge. Retransmission required to overcome carrier non-receipt or processing delays does not incur an additional fee.

This commitment applies to confirmed transmission failures and documented carrier non-receipt claims only. It does not apply to situations where the consumer provided incorrect carrier fax routing information during intake.

5. Carrier Non-Cooperation and Force Majeure

Remedy Support is not liable for delays, denials, or outcomes attributable to:

• —Carrier processing backlogs, system outages, or internal policy changes
• —Federal or state regulatory changes affecting carrier adjudication timelines
• —IVR system failures, carrier routing errors, or telecommunications interruptions outside our control
• —Force majeure events including but not limited to system-wide network outages, natural disasters, or government-imposed processing restrictions

In the event of confirmed carrier non-cooperation, we will document the obstruction and provide that documentation to the consumer for their records at no additional charge.

6. Non-Refundable Circumstances

Refunds will not be issued under any of the following conditions:

• —The consumer provided inaccurate, incomplete, or fraudulent information during the intake process
• —The consumer failed to provide required supporting documentation (e.g., Explanation of Benefits, Clinical Notes, referral records) within the carrier's applicable filing window, resulting in a missed deadline
• —The denial or bill in dispute reflects a contractually valid patient financial obligation correctly applied per the consumer's active benefit plan, including applicable deductibles, coinsurance, copayments, and out-of-pocket maximums
• —The consumer's claim falls within a service category explicitly excluded from Remedy Support's current scope (inpatient claims, dental/vision-only, workers' compensation, traditional Medicare/Medicaid)
• —The consumer initiated a chargeback or payment dispute with their financial institution without first submitting a written dispute to Remedy Support as required by this policy

7. Limitation of Liability

Remedy Support's total liability to any consumer, under any theory of recovery, shall not exceed the total fees paid by that consumer for the specific case in dispute. Remedy Support is not liable for consequential, incidental, punitive, or indirect damages of any kind, including damages arising from a carrier's adverse coverage decision, delayed care, or financial harm attributable to the carrier's conduct.

This limitation applies to all officers, members, employees, contractors, and agents of Remedy Support, including individual principals. No officer or member of Remedy Support assumes personal liability for service outcomes under this policy.

8. Dispute Resolution

Prior to initiating any formal legal proceeding or financial institution chargeback, the consumer must submit a written dispute notice to Remedy Support at the contact address below and allow fifteen (15) business days for response.

Disputes not resolved through that process shall be submitted to binding arbitration administered under the rules of the American Arbitration Association, conducted in Suffolk County, New York. The prevailing party in any arbitration proceeding shall be entitled to recover reasonable attorneys' fees and costs. Class action and class arbitration proceedings are expressly waived by the consumer as a condition of service.

9. Governing Law

This policy and all service agreements between the consumer and Remedy Support shall be governed by and construed under the laws of the State of New York, with venue in Suffolk County.

10. Contact for Disputes and Refund Inquiries

All refund requests and written dispute notices must be submitted in writing to:

Include your Case ID and the date of service in all correspondence. Requests submitted without a Case ID will not begin the 15-business-day review clock.