Refund Policy & Cancellation Policy

Last Updated: 08/24/2025

1. Introduction
This Refund & Cancellation Policy ("Policy") outlines the terms and conditions under which Gentrel, Inc. ("Gentrel," "we," "us," or "our") provides services to its clients and the procedures for cancellations and refund requests. This Policy is an integral part of our Master Services Agreement (MSA) or Terms of Service.

All payments for our services are processed securely through third-party payment processors. By engaging our services, you ("Client") agree to the terms set forth in this Policy.

2. Governing Law
This Policy, and any separate agreements whereby we provide you services, shall be governed by and construed in accordance with the laws of the applicable State, without regard to its conflict of law principles.

3. Service Fulfillment & Delivery
Gentrel is committed to delivering the Revenue Cycle Management and Billing services as explicitly described in the agreed-upon Statement of Work (SoW), proposal, or service agreement.

Our services are delivered electronically and via telephonic means, pursuant to our client’s requests and the specifications of our agreement. All services are billed in U.S. Dollars (USD).

4. Subscription and Billing
Services are typically billed on a recurring basis (e.g., monthly or annually) as specified in your service agreement. Payment is required in advance for each billing cycle. By providing a payment method, you authorize us to charge the applicable fees to your designated payment processor.

5. Cancellation Policy
5.1. Client-Initiated Cancellation: The Client may request to cancel services by providing written notice via email to contact@gentrel.com. The specific terms for cancellation, including any required notice period and potential early termination fees, are governed by the Master Service Agreement (MSA) signed by both parties. Cancellation will be effective at the end of the current billing cycle, and no subsequent charges will be processed.

5.2. Gentrel-Initiated Cancellation: We reserve the right to suspend or terminate services for any reason outlined in our MSA or Terms of Service, including but not limited to, non-payment, violation of agreement terms, or fraudulent activity.

6. Refund Policy
Due to the customized and ongoing nature of our services, all fees are generally non-refundable. However, we will give due consideration to refund requests that meet the following condition:

If a service has not been performed or delivered at all during the term of our contract, a pro-rata refund for the unused portion of the pre-paid service may be issued at Gentrel's sole discretion.

7. Exceptions Where Refunds Are Not Provided
Notwithstanding the above, Gentrel will not issue refunds under the following circumstances:

If the Client changes their mind, finds a alternative provider, or no longer requires the service after significant work has commenced.
Delays or service issues resulting from incomplete, inaccurate, or untimely information or documentation provided by the Client.
Dissatisfaction with service outcomes that are a result of factors outside of Gentrel's reasonable control (e.g., payer policy changes, client-provided data errors).
Any other circumstances not directly caused by Gentrel's error or unambiguous failure to perform as stipulated in the SoW.

8. Refund Request Process
To request a refund, you must:

Submit a detailed email to contact@gentrel.com within [e.g., 30 days] of the charge in question.
The email must include your company name, account details, the date of the charge, and a comprehensive explanation for the refund request, specifically referencing how the service was not performed.

We will immediately review your request, verify the details with our operations team, and make a determination based on the terms of this Policy and your service agreement. All refund decisions are final and issued at the sole discretion of Gentrel.

9. Contact Us
For any questions, concerns, or requests regarding this Refund & Cancellation Policy, please contact us at:

Email: contact@gentrel.com