Terms & Refund Policy

Last updated: June 2026

What Claim Lane is

Claim Lane is an administrative record-building tool. The free Record Check classification surface analyses denial and access-failure patterns and surfaces the next written question to ask. It does not place any call. A documented call placement service (Record Call) is being tested separately and is not open for public purchase yet.

Claim Lane does not provide legal advice, medical advice, or clinical guidance. It does not represent you, file claims on your behalf, or guarantee any outcome with an insurer. Use of this tool does not create an attorney-client relationship.

Regulatory timelines, plan-type applicability, and procedural requirements cited in Claim Lane outputs represent general federal and state frameworks. Specific applicability depends on your plan type, state of residence, and individual circumstances. Consult a licensed professional before taking legal action.

TCPA consent and phone calls

By checking the consent checkbox on the call request form, you consent to have Claim Lane place an outbound call to the destination you provide on your behalf. The call is placed at your explicit request to document an administrative interaction. You may revoke this consent at any time by emailing support@lane.claims. This consent is not a condition of purchase.

If you select the accessibility framing on the request form, the call can be requested as an accessibility or accommodation call made on your behalf. Whether any particular destination is legally required to accept or act on that request is not something Claim Lane decides or warrants; that determination depends on the destination, your circumstances, and applicable law.

Call recording and consent

Every outbound call placed by Claim Lane is recorded. The AI agent discloses at the start of every call that (a) it is an AI calling assistant acting on the patient's instruction, and (b) the call is being recorded. Recording laws vary by state. In states that require all-party consent to record a telephone call — including Florida, California, Illinois, Pennsylvania, Washington, and others — the agent asks for consent or states the recording disclosure before continuing. If the destination will not continue after that disclosure, the refusal may be captured and delivered as your artifact when a usable record is created. In states that require only one-party consent, the call is recorded pursuant to the caller's consent. By submitting a call request, you confirm that you are the patient/member requesting this call on your own behalf, and that you authorize the call to be recorded and the resulting recording to be delivered to the email address you provide.

Purchase & billing

Payment is processed securely by Stripe. Claim Lane does not store your card details. Stripe's privacy policy applies to payment data.

Refund & dispute policy

Claim Lane's responsibility is to attempt the call and to deliver the resulting artifact. Refund eligibility turns on one question: was a usable documented call artifact delivered to you?

• Not refundable — usable artifact delivered. Payment is kept when a usable documented call artifact is delivered to you. A usable artifact may include an answer, a partial answer, a refusal, a non-answer, a callback promise, a transfer path, or an administrative barrier, as long as it was captured and delivered through the required artifact path: the audio recording, transcript, structured summary, result page, and email (or an alternate access method). A refusal after the agent identifies itself is a documented administrative outcome and is delivered as your artifact.
• Refundable — usable artifact not delivered. Payment is refunded when a usable artifact is not delivered. This covers cases where no usable call record is produced — for example, no usable audio recording, a transcript or structured summary that cannot be generated, a result page that cannot be accessed, or delivery that cannot be completed.
• Refundable — line could not be reached (one example of artifact-not-delivered). Claim Lane will attempt the call at least three times across at least two distinct dial windows within 72 hours of purchase. If every attempt ends in one of the following without ever connecting to a human or to a working IVR menu — no answer after 60 seconds of ring, continuous busy, disconnected/invalid-number recording, or a recorded "we are closed / call back during business hours" message at every attempt — and no usable recording is captured, the per-call purchase is refunded.
• To request a refund — contact us at support@lane.claims within 7 days of your purchase date with the call reference and a brief description. We will investigate and respond within 2 business days.
• If you were charged in error — contact support with your purchase details. We will resolve billing errors promptly.
• Before initiating a chargeback — please contact support first. Contacting us allows us to resolve the issue faster than a formal dispute process. Your Stripe chargeback rights are not waived by this policy.
• How requests are evaluated — refund requests are evaluated on whether a usable documented call artifact was delivered, on a case-by-case basis depending on delivery status.

Subscription refund policy

The following refund policy applies specifically to the $49/month subscription:

• No refund once calls have been placed. If at least one call has been placed under the subscription in the current billing period, no refund is issued for that period. The subscription value was delivered.
• Full refund within 48 hours if no calls placed. If you subscribed and no calls have been placed under the subscription within 48 hours of the initial charge, contact support at support@lane.claims for a full refund of that billing period.
• Cancellation takes effect at period end. Cancelling via the subscriber portal stops future renewal charges. You retain access and subscription calls through the end of the current billing period already paid for. No prorated refund is issued for the remainder of the period.
• Renewals. If a renewal charge has occurred and you have not yet placed any calls in the new period, contact support within 48 hours of the renewal date for a refund of that renewal charge.

Cancellation

Per-call purchases ($39) are one-time payments with no cancellation process required. You will not be charged again.

To cancel the monthly subscription, use the "Manage subscription" link in the subscriber portal or contact support. Cancellation via the Stripe subscriber portal takes effect at the end of the current billing period. You retain subscription access through that date.

Limitation of responsibility

Claim Lane provides educational and administrative guidance only. We make no representation that any appeal, complaint, or regulatory filing will result in a favorable outcome. Insurer responses, regulatory agency decisions, and external review outcomes are outside our control.

To the maximum extent permitted by applicable law, Claim Lane's liability is limited to the amount you paid for the service.

Existing Audit Packet Access

The standalone $129 Audit Packet purchase path was retired on May 21, 2026 (absorb decision). No new Audit Packet purchases can be made after that date.

The current public product is the free Record Check. Record Calls are in limited testing and are not open for public purchase yet.

Contact & support

For billing questions, refund requests, or general support:

We aim to respond to all support inquiries within 2 business days. For privacy and data questions, see our Privacy & Data Handling page.