1. Overview
This policy describes how Sunrise Transcription delivers its services and how billing, refunds, and cancellations work. Because we provide professional services (not physical goods), "fulfillment" means the delivery of completed documentation, and "returns" take the form of corrections, re-work, or service credits as described below.
2. Service Fulfillment and Delivery
Completed documents are delivered electronically to your secure client portal or entered directly into your EMR, per your account configuration. Standard turnaround for routine dictation is same-day from receipt; expedited (STAT) turnaround of 1 hour is available where agreed. Turnaround commitments are measured in business terms and confirmed in your service agreement or quote.
If we anticipate a delay beyond a committed turnaround, we will notify you promptly and prioritize the affected work.
3. Quality Guarantee and Corrections (Our "Return" Policy)
Every document passes multi-tier quality assurance before delivery, targeting our 99.8% accuracy standard. If you identify an error or formatting issue in a delivered document, notify us within 30 days and we will correct and redeliver it at no charge, on a priority basis.
If a delivered document falls materially below the agreed standard, we will, at your choice, re-work it at no charge or issue a service credit for the affected lines. Recurring quality concerns are escalated to a dedicated review with your account manager.
4. Refunds
Because billing is per transcribed line for work actually performed, refunds are handled as follows: (a) undisputed quality failures that cannot be remedied by re-work are credited or refunded for the affected work; (b) billing errors (such as miscounted lines) are corrected and refunded promptly upon verification; (c) prepaid amounts, where applicable, are refunded pro rata for services not yet rendered upon cancellation. Refunds are issued to the original payment method within 10 business days of approval.
The free trial carries no charge, so no refund applies to trial work.
5. Cancellation
Service is month to month with no long-term contract unless otherwise agreed in writing. You may cancel at any time by emailing suraj@emrtranscription.com with 15 days' written notice. You remain responsible for fees for work performed through the effective cancellation date; there are no cancellation penalties.
Upon cancellation, we will complete in-progress work unless you instruct otherwise, deliver all completed documents, and handle your data (including any PHI) in accordance with the executed Business Associate Agreement — including secure return or destruction as you direct.
6. Disputes
If you believe an invoice or delivery does not match this policy, contact us within 30 days of the invoice date and we will investigate and respond within 5 business days. We aim to resolve every billing or fulfillment concern directly and quickly.
7. Contact Us
Fulfillment, refund, or cancellation questions: suraj@emrtranscription.com · (518) 261-4885 · 10040 18th Street N, Suite 6 #68692, St. Petersburg, FL 33716.