REMS Wizard Support, Billing & Refund Policy

DRAFT v0.1 (2026-09-30). Published on the website (/support.html) and linked from the Terms of Service. Plain-language summary; the Terms control if they conflict.

Support

• Channel: email support@automationwizard.health, or the “Report a problem” link in the widget (attaches a diagnostic log that contains field names and confidence scores — never patient data).
• Hours & response time: Monday–Friday, 9 am–6 pm Eastern, excluding US federal holidays. We reply within 1 business day; issues that stop you from filing forms are worked first.
• What’s covered: installation, teaching the tool your note template, fixing a field that reads wrong, REMS portal changes that break the fill, questions about reports, billing.
• What’s not covered: your EMR’s own support, REMS portal account or certification problems (contact the SPRAVATO REMS program at 855‑382‑6022), clinical questions, custom development.
• Onboarding help: if teaching your template doesn’t work on your own, we’ll do a 20‑minute screen-share using a test patient only.
• Never send real patient data to support. Use a test patient for screenshots and note snapshots.

Portal and EMR changes

The REMS portal and your EMR change without notice to us. When a change breaks the tool we aim to ship a fix through the Chrome Web Store within 3 business days; until then, complete forms manually as before. Subscription time lost to an outage longer than 5 business days is credited on request.

Billing

• Billed monthly in advance by Stripe, on the day of the month you subscribed. Receipts are emailed automatically.
• Tiers are set by the number of Patient Monitoring Forms the tool fills completely in a month: Starter up to 50 ($20), Practice up to 100 ($40), Clinic up to 150 ($50), Group over 150 ($60). If you exceed your tier in a month, next month’s invoice moves to the matching tier; you can move back down at any time from the billing portal.
• Auto-renewal: subscriptions renew every month until cancelled. Cancel any time from the billing portal (link in Settings) or by emailing support; access continues to the end of the paid month. We email you at least 30 days before any price change.
• Discount codes: applied at checkout; free months are shown on your receipt as 100% coupons and convert to the regular price when they end, with an email reminder 7 days before.

Refunds

• Every new subscription starts with a 14-day free trial; nothing is charged until it ends, and cancelling during the trial costs nothing.
• After the trial, monthly fees are non-refundable, with one exception: if the tool cannot be made to read your EMR’s treatment note after you’ve completed onboarding and worked with support, we refund your first paid month if you ask within 30 days of the first charge.
• Refunds go to the original payment method within 10 business days.
• Duplicate charges or billing errors are refunded in full, always.

Data on cancellation

Nothing about your patients is stored by us, so there is nothing for us to delete. Your field mappings and site details live in your Chrome profile; Settings → “Restore to defaults” erases them, and uninstalling the extension removes everything.