Once you place an order for records on the MedChart website, we work hard to retrieve them from your Health Information Custodian and upload them onto your MedChart Portal as quickly as possible. The process involves working with the Health Information Custodians holding your requested records and may take up to 30 days. In the case where your Health Information Custodian requires a fee to proceed with the release of records, you will receive a notification to pay this fee in your Portal, and will not receive access to the records until you have paid this fee in full. You can check the statuses of your record requests on the Order History page in your Portal. We kindly ask for your patience during the acquisition process.
Normally, once records are uploaded onto your portal, your order is not refundable. In the event that we cannot fulfill your entire order, we will notify you and refund the outstanding portion of your order.
Fees and Refund Policy
All fees payable to MedChart for services are in Canadian dollars and considered final payments. No refunds will be given on fees paid except as set out in (i) and (ii) below or at the sole discretion of MedChart.
(i) Where a Client is registering an Account as a Substitute Decision Maker and documents required for authenticating their status as a Substitute Decision Maker are not accepted by the Health Information Custodian from which medical records are requested, the Client will be given one additional opportunity to submit authenticating documents through their Portal Account. If the documents are subsequently not accepted by the Health Information Custodian, MedChart may refund up to the amount paid for the uncompleted request for medical records.
(ii) In the event that a request for medical records is not completed at no fault of the Client, MedChart may refund up to the amount paid for the uncompleted request for medical records. For example, the Health Information Custodian does not release the records for any reason other than the Client refusing to pay a Health Information Custodian invoice or not responding to Health Information Custodian requests for required information to proceed with the release of medical records.
By law, your Health Information Custodian (i.e., your hospital or doctor’s office) has the right to invoice you a reasonable fee to recover their time and costs incurred in fulfilling your request for release of medical records. As the requestor, you are responsible for the payment of these Health Information Custodian invoices. For your convenience, when MedChart receives these invoices you will be given an option to pay them online in your MedChart portal, and then MedChart will forward payment to your Health Information Custodian. If you refuse to pay a Health Information Custodian invoice, you will not receive access to the records requested from that Health Information Custodian.