Refund Policy

At Gold Star Pay, we are committed to providing high-quality medical billing, credentialing, and revenue cycle management services. We value the trust our clients place in us and strive for complete satisfaction with every service we deliver. This Refund Policy outlines the conditions under which refunds may be issued, how refund requests are processed, and the terms applicable to cancellations, disputes, and service dissatisfaction.

1. General Policy Overview

Our services are primarily customized and labor-intensive, requiring upfront investments of time, staffing, and technology. Due to the nature of these services—often involving third-party interactions, payer responses, and regulatory processes—all payments are considered final once services commence unless otherwise specified in a written contract.

However, Gold Star Pay may consider refund requests under specific, limited circumstances outlined in this policy.

2. Eligibility for Refunds

Refunds may be granted in the following situations:

• Service Not Rendered

If a client has paid for a service that has not yet commenced or been initiated in any capacity, a full or partial refund may be eligible, subject to administrative deductions and merchant processing fees.

• Duplicate Payments

In the event of a billing or payment processing error resulting in a duplicate charge, the duplicate amount will be fully refunded after verification.

• Overpayment

If a client overpays on an invoice, the excess amount may either be:

• Refunded upon request
• Credited to the client's account and applied to future invoices
• Unresolved Technical Error (On Our End)

If a service could not be performed due to a verified technical failure on our side, and no resolution was achieved within the agreed timeframe, a partial refund may be offered based on the proportion of work completed versus the original scope.

3. Ineligibility for Refunds

Refunds will not be issued under the following conditions:

• Change of Mind after the commencement of service
• Failure to Provide Required Information from the client’s side that results in service delays or incompletion
• Delays Caused by Third Parties such as insurance payers, regulatory bodies, or government agencies
• Provider Non-Cooperation, including lack of communication, incomplete forms, or late documentation
• Performance-Based Outcomes where subjective dissatisfaction is based on claim denials, credentialing delays, or payer rejections (as many such outcomes are outside our control)
• Termination by Client Without Just Cause after a service agreement has started
• Work Already Performed or Resources Allocated, including hours worked by staff, third-party fees, and administrative overhead
4. Service-Specific Refund Considerations

Each of our services has distinct refund parameters. Below is a breakdown:

• Medical Billing Services

Refunds are not applicable once claim processing has begun. If errors are proven to be caused by Gold Star Pay and result in substantial financial loss, a review may be conducted to determine eligibility for compensation or credit toward future service.

• Credentialing Services

Due to the complex, multi-stage nature of credentialing, refunds are not available after submission to payers or agencies. If we fail to submit documentation within the committed timeline and the delay is not caused by the provider, a partial refund may be issued.

• Revenue Cycle Management (RCM)

Since RCM is ongoing and performance-based, fees are tied to collections. Refunds will not be issued for collected revenue percentages or monthly retainers already paid unless gross negligence is demonstrated.

• Patient Billing & Collections

Refunds are not applicable after services are rendered. In case of unprofessional behavior, data breach, or proven errors on our part, clients may be eligible for credit or contract termination under mutually agreed terms.

5. Refund Request Process

Clients must follow the steps below to request a refund:

• Written Request: Submit a written request to support@goldstarpayforyou.com within 14 business days of the disputed charge or service event.
• Supporting Documentation: Include all relevant documents—invoice number, service agreement, proof of payment, and a detailed explanation of your refund request.
• Internal Review: Our finance and operations teams will review the request within 10 business days.
• Decision and Response: You will be notified of the outcome via email. If approved, the refund will be processed within 7–10 business days via the original payment method unless otherwise agreed.

Note: Incomplete requests or those submitted beyond the 14-day window may be rejected.

6. Processing and Deductions

Approved refunds may be subject to the following deductions:

• Administrative Charges: Up to 10% of the total fee to cover admin costs
• Third-Party Fees: Any non-refundable expenses we incurred (e.g., payment processing fees, courier charges)
• Partial Completion Charges: If a portion of the service was rendered, only the uncompleted balance may be refunded
7. Subscription and Recurring Services

If you subscribe to ongoing services (e.g., monthly billing support), your subscription will auto-renew unless canceled 7 days prior to the renewal date.

Refunds for recurring services are generally not issued once the billing cycle has started. Clients may cancel future billing cycles by emailing accounts@goldstarpay.com with at least 7 days’ notice.

8. Contractual Agreements

If you have a signed contract with Gold Star Pay, your refund eligibility and termination clauses are governed by that contract. These Terms supplement, but do not override, contract-specific provisions.

In case of any conflict between this Refund Policy and your specific agreement, the signed agreement shall take precedence.

9. Disputes and Chargebacks

Initiating a chargeback without first attempting to resolve the matter with us directly may result in:

• Immediate suspension of services
• Termination of contract
• Legal pursuit of due balances, including recovery of chargeback-related fees

We strongly encourage clients to engage in constructive communication with our billing department prior to involving financial institutions.

10. Changes to This Policy

Gold Star Pay reserves the right to update or amend this Refund Policy at any time. Any changes will be posted on our website and will take effect immediately upon posting. Clients are responsible for reviewing this page periodically.

11. Contact Information

If you have any questions or concerns about our Refund Policy, or to submit a refund request, contact us at:

Gold Star Pay – Billing Department
Email: support@goldstarpayforyou.com
Phone: 1-855-284-6333
Address: 12824 Colfax Hwy, Grass Valley, CA 95945, USA

Conclusion

At Gold Star Pay, our goal is to deliver transparent, results-driven medical billing and RCM services. While we maintain a strict refund policy to ensure fairness, we are always open to discussion and resolution. Your satisfaction and trust are vital to our long-term partnership.
By engaging with Gold Star Pay and using our services, you agree to the terms outlined in this Refund Policy.