Refunds are decided by your doctor's office, not by Docnote. If you think you should get your money back, contact the office that sent you the request.

Ask your doctor's office

Tell them which request it is about. The Request number is in the email they sent you, and the Receipt number is in your Payment Confirmation email.

The office can refund a paid request from their side. A refund is always for the full amount you paid, and it goes back to the card you paid with.

A request you haven't paid yet

If you haven't paid and no longer need the service, ask the office to cancel the request. There is nothing to refund.

What happens next

• You get an email confirming the refund.

• The link shows the refund. If you open the link again, the page says This Request Has Been Refunded and Your payment for this request has been refunded in full. It shows a Refund summary with the refund amount.

• Your documents are no longer available. After a refund, you can't open or download the request's documents through Docnote any more. A copy you saved before the refund stays on your phone or computer.

When a prescription couldn't be sent

If your prescription renewal couldn't be delivered to your pharmacy, your doctor's office follows up. They can fix the pharmacy details and send it again without charging you again, or refund you. See Was my prescription sent to my pharmacy?