Refund & Cancellation Policy

1. Refund Policy Summary

Evidence Command provides administrative support services that connect customers with independent licensed healthcare professionals and support the coordination, scheduling, records management, payment, and delivery of requested medical-evidence services.

Because professional time, scheduling capacity, record review, and administrative resources may be committed shortly after purchase, refund eligibility depends on whether services have begun and whether a provider appointment has been scheduled or completed.

2. Cancellations Before Services Begin

You may request a full refund when all of the following are true:

• Your cancellation request is received before professional services have begun; and
• If an appointment has been scheduled, the cancellation request is received at least 48 hours before the scheduled appointment time.

For services that do not require an appointment, a full refund may be requested before a healthcare professional has begun reviewing records, evaluating the matter, preparing documentation, or otherwise performing professional services related to your order.

3. Late Cancellations, Rescheduling, and Missed Appointments

Appointments require reserved provider time. If you cancel less than 48 hours before your scheduled appointment, Evidence Command may assess a $100 cancellation fee.

If no professional services have otherwise begun, the remaining amount paid may be refunded after deduction of the applicable cancellation fee.

If you miss an appointment, arrive too late for the provider to reasonably complete the appointment, or are unavailable at the scheduled time, Evidence Command may require payment of a missed-appointment or rescheduling fee before a new appointment is scheduled.

Evidence Command may waive a cancellation or rescheduling fee in appropriate circumstances at its discretion.

4. When Services Are Considered to Have Begun

Services are considered to have begun when Evidence Command or an assigned healthcare professional has materially started performing the purchased service. Depending on the service, this may include:

• A healthcare professional beginning review of your medical or supporting records;
• A healthcare professional conducting or completing an evaluation;
• Clinical analysis or professional review beginning;
• Preparation of a DBQ, medical opinion, nexus statement, evaluation report, or other requested documentation;
• Specialized professional work being performed specifically for your order; or
• Other substantial performance of the purchased service.

Once professional services have begun, payments are generally non-refundable because professional time and resources have already been committed to your individual service.

5. If Evidence Command Cannot Provide Your Service

If Evidence Command is unable to provide the service you purchased and a reasonable alternative cannot be arranged, you will receive a full refund of the amount paid for the unfulfilled service.

Evidence Command may also offer you the option to transfer your payment to another available service, provider, or appointment, but you are not required to accept a substitute service in place of an otherwise applicable refund.

6. Our 7-Day Delivery Guarantee

When the 7-Day Clock Starts

The 7-Day Delivery Guarantee begins only after all requirements necessary to complete your service have been satisfied.

The 7-day period begins on the later of:

• The date your required provider appointment or evaluation is completed; or
• The date Evidence Command and the assigned healthcare professional have received all records, questionnaires, forms, authorizations, information, and other materials reasonably required to complete the service.

If additional information becomes reasonably necessary to complete the professional service, the delivery period does not run during the time we are waiting for that information from you or another source outside Evidence Command’s control.

What Counts as Delivery?

A service is considered delivered when the completed document or medical-evidence package included in your purchased service is made available to you through a secure portal, secure electronic delivery method, email where appropriate, or another delivery method communicated to you.

The guarantee applies to delivery of the documentation included in the service you purchased. It does not require acceptance, approval, or any particular decision by the Department of Veterans Affairs or any other third party.

What Is Covered by the 7-Day Guarantee?

The guarantee applies when:

• You have completed all required intake forms and questionnaires;
• You have submitted all requested records and supporting information;
• You attended and completed any required provider appointment or evaluation;
• No additional examination, testing, records, or clarification is reasonably required;
• You have responded to reasonable requests for information in a timely manner; and
• The delay in delivery is attributable to Evidence Command or the assigned service process rather than circumstances outside our reasonable control.

What Is Not Covered by the 7-Day Guarantee?

The 7-Day Delivery Guarantee does not apply to delays caused by:

• Missing, incomplete, inaccurate, illegible, or unavailable medical records or supporting documents;
• Incomplete intake forms, questionnaires, authorizations, or required information;
• Your failure to respond to requests for additional information or clarification;
• A missed, cancelled, late, or rescheduled appointment;
• A request by you to postpone, pause, or modify the service;
• A healthcare professional reasonably determining that additional medical records, information, evaluation, clarification, examination, or testing is necessary;
• Delays obtaining records or information from the Department of Veterans Affairs, another healthcare provider, government agency, records custodian, or other third party;
• Technical outages, internet failures, platform interruptions, cybersecurity incidents, or failures involving third-party systems outside Evidence Command’s reasonable control;
• Natural disasters, severe weather, emergencies, illness, governmental actions, or other events outside Evidence Command’s reasonable control; or
• Revisions, supplemental work, or additional documentation requested after the originally purchased service has been completed and delivered.

What Happens If We Miss the Guarantee?

If all requirements of the 7-Day Delivery Guarantee have been satisfied and Evidence Command fails to deliver the qualifying service within the applicable 7-day period, you may request a refund of the amount you paid for that qualifying service.

The refund is the sole monetary remedy under the 7-Day Delivery Guarantee and is limited to the amount actually paid for the qualifying service.

7. The Guarantee Does Not Guarantee a Medical Conclusion or VA Outcome

Healthcare professionals must exercise independent professional judgment. Evidence Command cannot and does not require a healthcare professional to reach a predetermined diagnosis, medical opinion, nexus conclusion, disability severity finding, DBQ finding, or other clinical conclusion.

A professional may determine that the available medical evidence does not support the conclusion you hoped to receive. A disagreement with an independent healthcare professional’s medical judgment does not, by itself, create a right to a refund.

Evidence Command also does not guarantee that any medical documentation will result in service connection, an increased disability rating, Permanent and Total status, approval of a claim or appeal, payment of VA benefits, or any other particular decision by the U.S. Department of Veterans Affairs.

The 7-Day Delivery Guarantee is a service-delivery guarantee only. It is not a guarantee of any particular medical conclusion or VA claim outcome.

8. Changes or Revisions After Delivery

If you believe a delivered document contains a clerical error or does not accurately reflect information that was timely provided before completion of the service, please contact us promptly.

Requests for corrections will be reviewed as appropriate. Any clinical change or amendment remains subject to the independent professional judgment of the healthcare professional responsible for the document.

New information, new records, new conditions, additional medical opinions, expanded evaluations, or other work outside the scope of the original purchased service may require an additional fee.

9. How to Request a Refund

To request a refund, cancellation, or review under the 7-Day Delivery Guarantee, email [email protected].

Please include your name, email address, service purchased, date of purchase, and a short explanation of your request.

We may request additional information reasonably necessary to locate your transaction and evaluate your request.

10. Refund Processing

Approved refunds will generally be issued to the original payment method used for the purchase.

Evidence Command will normally initiate an approved refund promptly. After the refund is submitted, your bank or card issuer may require additional time to post the credit to your account. Processing times vary by financial institution and are outside Evidence Command’s control.

11. Payment Disputes

If you believe you were charged incorrectly or have a concern regarding a service, please contact us at [email protected] so we can review the issue and attempt to resolve it promptly.

Nothing in this policy limits any rights you may have under applicable federal or state law or the rules governing your payment card or financial institution.

12. Applicable Consumer Rights

This Refund & Cancellation Policy does not waive or limit any non-waivable rights or remedies available to you under applicable law.

If applicable law requires a refund, cancellation right, or other remedy that provides greater protection than this policy, the applicable legal requirement will control.

13. Updates to This Policy

Evidence Command may update this Refund & Cancellation Policy from time to time. When we update it, we will revise the “Last Updated” date at the top of this page.

The policy applicable to a particular transaction will generally be the policy in effect when that transaction occurred, except where applicable law requires otherwise.

14. Contact Us

For refund, cancellation, delivery-guarantee, billing, or service questions, contact: