ROX Bio offers three distinct revenue streams — Clinician SaaS subscriptions, Marketplace visit take-rate, and Patient Pro consumer subscriptions. Each stream has its own refund eligibility criteria, described in detail below. If you believe a charge was made in error, contact billing@roxbio.com within the applicable window.
02Clinician SaaS Subscriptions
14-Day Money-Back Guarantee
New Clinician SaaS subscribers may request a full refund within 14 calendar days of the initial charge, provided the account has not processed more than 10 patient interactions (appointments, notes, or prescriptions) during that period.
Monthly subscriptions: refundable within 14 days of each billing cycle if the platform was not used in that period.
Annual subscriptions: pro-rated refund for unused full months, minus any onboarding or integration fees, upon written cancellation request.
Partial month charges are non-refundable once the billing cycle has begun and the platform has been accessed.
03Visit Take-Rate (Marketplace Bookings)
Generally Non-Refundable
The 8% marketplace take-rate fee applies to completed bookings and is generally non-refundable, as it covers platform infrastructure, payment processing, and admin-staff replacement services delivered at the time of booking.
If a booking fails due to a verified platform error, the take-rate fee will be fully refunded within 5 business days.
Patient-cancelled appointments prior to the visit are eligible for a take-rate refund per the cancellation window set by the clinic (typically 24–48 hours before the appointment).
No-shows (patient did not attend without cancellation) are non-refundable for the take-rate portion.
04Patient Pro Subscriptions
Full refund available within 7 days of the first charge if no AI health reports have been generated and no wearable data has been synced.
Cancellations after the 7-day window will stop future billing; the current period charge is non-refundable.
One-time add-on purchases (e.g., individual report exports) are non-refundable once delivered.
05How to Request a Refund
1Email billing@roxbio.com with the subject line "Refund Request — [your account email]".
2Include your account email, the charge date, the amount, and a brief reason for the request.
3Our billing team will respond within 2 business days with a resolution or request for additional information.
4Approved refunds are processed within 5–10 business days depending on your payment provider.
06Exceptions & Chargebacks
If your account was charged due to unauthorized access or a billing system error, please contact us immediately. We reserve the right to suspend accounts that initiate fraudulent chargebacks with payment processors before contacting our support team.
ROX Bio complies with all applicable consumer protection regulations. This policy does not affect any statutory rights you may have under applicable law.