Refund & Cancellation Policy

This Refund & Cancellation Policy applies to services purchased through RTDStep5.com (“RTDStep5,” “we,” “us,” or “our”). By purchasing a service, you acknowledge and agree to the terms described below.

1. General Refund Policy

Because RTDStep5.com provides administrative, compliance-support, and drug and alcohol testing coordination services that may begin shortly after an order is submitted, all sales are final once work on the purchased service has begun, except where otherwise required by law.

Work may be considered to have begun when RTDStep5.com takes substantive action to process or fulfill an order, including reviewing submitted information, verifying Return-to-Duty eligibility information, preparing or initiating a testing order, communicating with a collection site or testing provider, initiating employer or C/TPA-related processing, or performing another material administrative service associated with the purchase.

2. Cancellation Before Services Begin

If you request cancellation before RTDStep5.com has begun performing the purchased service, you may be eligible for a full or partial refund.

Any approved refund may be reduced by non-refundable payment processing fees, third-party charges, or other costs already incurred in connection with your order.

Cancellation requests should be submitted as soon as possible. Submission of a cancellation request does not guarantee that the request was received before work began.

3. No Refund After Services Have Begun

Once RTDStep5.com has begun performing the purchased service, the order is generally non-refundable.

No refund will ordinarily be issued because:

• You change your mind after the service has begun;
• You decide not to complete the Return-to-Duty process;
• You are not yet eligible to complete a Return-to-Duty test;
• You have not completed the required Substance Abuse Professional (“SAP”) process;
• An employer or prospective employer declines to hire, rehire, or return you to safety-sensitive duties;
• You expected your FMCSA Clearinghouse status to change sooner than it did;
• You later determine that you purchased the service before completing another required step;
• You fail to provide information or documentation reasonably required to complete the service; or
• You fail to respond to communications necessary to complete the order.

4. Drug and Alcohol Test Results

Payment is for the testing and administrative services purchased and does not guarantee a negative drug or alcohol test result.

No refund will be provided because a test result is reported as:

• Positive;
• Non-negative;
• A refusal to test;
• Substituted;
• Adulterated;
• Invalid; or
• Otherwise inconsistent with the result required to complete the Return-to-Duty process.

RTDStep5.com does not control laboratory findings, Medical Review Officer (“MRO”) determinations, or the outcome of a federally regulated drug or alcohol test.

5. Missed Testing Appointments or Failure to Appear

Customers are responsible for appearing at the designated collection site and following all testing instructions within the applicable timeframe.

No refund will ordinarily be provided when a customer fails to appear for testing, arrives outside the collection site’s available testing hours, fails to bring acceptable identification, leaves before the collection is completed, or otherwise fails to follow testing instructions.

If a new testing order or collection is required, additional fees may apply.

6. Expired Testing Orders

Testing orders may contain expiration dates or other time-sensitive requirements. Customers are responsible for completing testing within the timeframe communicated to them.

If an order expires because the customer did not complete the test within the required timeframe, the original payment is generally non-refundable and a new order may require additional payment.

7. Collection Site Availability

Collection sites, laboratories, and other testing providers may be independently owned and operated. Their hours, availability, staffing, appointment policies, and testing capabilities may change without notice.

If a selected collection site becomes unavailable, RTDStep5.com may attempt to identify an alternative location.

A refund is not automatically due because a particular testing location becomes unavailable, changes its hours, experiences a delay, or requires the customer to use another available location.

8. Government and Clearinghouse Delays

RTDStep5.com does not control the FMCSA Drug and Alcohol Clearinghouse, government systems, laboratories, MROs, employers, SAPs, or other third parties involved in the Return-to-Duty process.

No refund will ordinarily be provided because of a delay caused by a government system, Clearinghouse processing, employer action, MRO review, laboratory processing, SAP action, technical outage, or another circumstance outside RTDStep5.com’s reasonable control.

9. Incorrect or Incomplete Information

Customers are responsible for providing accurate and complete information when purchasing and using our services.

RTDStep5.com is not responsible for delays, rejected orders, unusable testing orders, or additional costs resulting from inaccurate, incomplete, outdated, or misleading information supplied by the customer or another third party.

If a new order must be created because incorrect information was supplied to us, additional charges may apply.

10. Errors Caused by RTDStep5.com

If RTDStep5.com makes an error that prevents the purchased service from being properly completed, we will make reasonable efforts to correct the error.

Depending on the circumstances, this may include correcting or replacing a testing order, re-performing the affected administrative service, or issuing an appropriate refund or credit.

Refunds are not automatically required when the issue can reasonably be corrected without requiring the customer to repurchase the original service.

11. Duplicate Payments

If you believe you were charged more than once for the same transaction, contact RTDStep5.com promptly so the payment can be reviewed.

Verified duplicate charges may be refunded to the original payment method.

12. Chargebacks and Payment Disputes

Customers are encouraged to contact RTDStep5.com before initiating a payment dispute or chargeback so that we have an opportunity to review and resolve the issue.

Filing a chargeback does not cancel the customer’s obligations under our Terms of Use & Service and does not create a right to a refund where services were properly provided.

RTDStep5.com reserves the right to provide payment processors, banks, or card issuers with relevant transaction records and service documentation in response to a payment dispute.

13. Refund Processing

If a refund is approved, it will ordinarily be returned to the original payment method used for the transaction.

Processing times may vary depending on the payment processor, financial institution, or card issuer. RTDStep5.com does not control the amount of time required for a financial institution to post an approved refund.

14. How to Request a Cancellation or Refund Review

To request cancellation or review of a payment, contact RTDStep5.com using the contact information published on our website.

Please include:

• Your full name;
• The email address or telephone number associated with the order;
• Your order or transaction number, if available;
• The date of purchase; and
• A brief explanation of your request.

We may request additional information reasonably necessary to locate the transaction and evaluate the request.

15. Exceptions Required by Law

Nothing in this Refund & Cancellation Policy is intended to waive or restrict any refund, cancellation, or consumer-protection right that cannot legally be waived under applicable law.

16. Changes to This Policy

RTDStep5.com may update this Refund & Cancellation Policy periodically.

The “Last Updated” date at the top of this page identifies the most recent revision. Updated terms apply prospectively unless applicable law requires otherwise.

17. Contact

Questions regarding this Refund & Cancellation Policy may be submitted through the contact information published on RTDStep5.com.

RTDStep5.com
Website: RTDStep5.com

By purchasing services from RTDStep5.com, you acknowledge that you have reviewed and agree to this Refund & Cancellation Policy and the RTDStep5.com Terms of Use & Service.