We’re committed to providing exceptional service and ensuring our customers have a positive experience with our software. We understand that sometimes things don’t go as expected, and we want to ensure you feel confident in your decision to partner with us. For that reason, we offer the industry's only 30-day 100% Satisfaction Guarantee — if you’re not fully satisfied within the first 30 days of Go Live with Opus, we’ll work with you to find a resolution or allow you to cancel your agreement.

This 100% Satisfaction Guarantee Policy is part of your Master Subscription Agreement with Opus.

How It Works

• Time Frame for Cancellation: You may request cancellation of your agreement within 30 days of Go Live by following the steps in the How to Request Cancellation section of this Opus Promise: 100% Satisfaction Guarantee. After this 30-day period, cancellations will be governed by the standard termination terms in your Master Subscription Agreement.

• Valid Grounds for Cancellation: To exercise the Opus Promise: 100% Satisfaction Guarantee, your reason for cancellation must be based on specific, measurable, and verifiable issues related to the Opus product’s performance, service delivery, or reliability. Specifically, the grounds for cancellation must fall into one or more of the following categories:

  • Product Performance Failures: The software is unable to perform core functions as promised in the contract, such as:

    1. Inability to log in or access the system for five (5) or more days, excluding password lockout; 

    2. Failure to create, update, or save documents.

    3. Critical integration failures between Opus EHR, CRM, and RCM platforms that prevent essential workflows, such as data synchronization issues leading to inconsistent or missing patient information between platforms, an inability to process billing or claims due to integration errors, or failure to generate and sync reports that rely on integrated data.

  • Service Interruptions: Recurrent outages or service degradation that interfere with critical workflows as outlined in our Service Level Agreement (SLA). 

  • Unmet Promised Feature/Functionality: Failure to deliver essential features or integrations critical to your business needs, as specified in the Master Subscription Agreement (MSA) and agreed upon during onboarding.

  • Onboarding Failures: Significant delays or missed milestones in the onboarding process, as outlined in the Master Subscription Agreement (MSA), that prevent the customer from using the system.

How to Request Cancellation

• Step 1: Contact Your Account Executive: If you encounter an issue that you believe would qualify for cancellation, email your Account Executive within 24 hours of recognizing the issue, detailing the problem and providing any applicable evidence, screenshots, images, and other resources so that your request is appropriately documented.

• Step 2: Allow Time to Cure: Once we receive your email, we’ll have one week to investigate the issue and work with you and our internal team to resolve it. We’ll update you regularly on our progress and do everything we can to fix the problem.

• Step 3: Cancel if We Can’t Resolve It: If we cannot resolve the issue within one week, you can formally request cancellation by emailing your Account Executive. We’ll review your request, and if the issue qualifies, we’ll proceed with the cancellation.

Refunds

While we’ll work hard to resolve any issues you have and prevent cancellation, no refunds will be issued for payments made before the cancellation. However, if you request cancellation under the Opus Promise: 100% Satisfaction Guarantee, the full amount of any Startup Fees, including Onboarding Fees, Migration Fees, and Customization Fees, will become immediately due upon cancellation, regardless of the terms of the Master Subscription Agreement.

For Opus to provide our customers with the promises in our Opus Promise: 100% Satisfaction Guarantee, your account must be in good standing with all fees paid and current.

Our Commitment to You

We care about your success and want to ensure Opus works for you. If you encounter any issues, we encourage you to reach out so we can resolve them together. Our goal is to make your experience with Opus smooth and successful. We’re always here to help.

This Opus Promise: 100% Satisfaction Guarantee Policy is part of your Master Subscription Agreement with Opus.