Lab Terms & Conditions

Lab Terms & Conditions

Inspection of Incoming Orders
Prior to processing, KevinRoot Medical will inspect and evaluate each incoming order for cast quality, proper markings, and completion of all data entries on the prescription. If an order fails to meet KevinRoot Medical standards, we will call you before work begins on the device.


Parts and Labor Guarantee
We guarantee against defects in materials and workmanship for the lifetime of the product. Top covers, bottom covers, posts, modifications, joints and pads are made from the highest quality materials however do have a life span affected by patient activity levels. We stand behind our products and materials and will consider any premature failure of our products and materials under warranty valid and covered.


Patient Compliance and Satisfaction
We will adjust the orthoses contours and casting for unlimited times up to three months. We are available to ensure successful patient outcomes during this period. We require specific adjustment directions at the time we receive the device and encourage you to add markings that describe necessary changes. Additions and accommodations requested after processing of the original prescription will incur charges according to KevinRoot Medical current price list. During this three-month period, we will do our utmost to work with you to ensure patient satisfaction with the device.


Frame Guarantee
We only utilize materials that are of the highest quality and therefore can offer a lifetime guarantee of frame breakage (under normal wear and tear).

Frame guarantees exclude devices that have been:

  • Intentionally damaged, grossly altered or subjected to extreme or unusual treatment or handling.
  • Fabricated from foam or laminate materials.

All broken frames must be returned to KevinRoot Medical for evaluation.


Cancellation Policy
Due to the time and materials used in custom fabrication, order cancellation requests need to be submitted within 24 hours of order submission in order to avoid any lab or service fees. The amount charged for an order cancelled later in production will be dependent on that order’s progress in production.


Rush Order Policy
Any order that is requested to be completed in under 5 business days in production is regarded as a rush order. Our ability to accommodate rush order requests does vary, and it is recommended to confirm rush orders less than 3 days are possible, prior to order submission.
Orders that are already in production and requested to expedite, may also incur a rush fee depending on its progress in production and the requested return date.


EVA Device Refurbishment Policy
EVA-framed devices are susceptible to damage when refurbished after significant use. The soft foam materials in the padding, covering and frame often lead to tearing when separating the layers during repairs. We can attempt repairs on these devices, but there is a risk of the device being damaged during the process.


Leather Gauntlet Refurbishment Policy
Leather gauntlets are unable to be recovered or refurbished. We can change closure types and renew straps and add fresh foot plate covers but we cant resurface the entire brace.


Cast Storage and Dispensing
Sorry, we do not store casts. We have found that dispensing the plaster casts with the orthotics helps you and your patient. Patients grasp a better understanding of the fabrication process when casts are dispensed and will often order second and third pairs to improve their care. Practitioners report that the casts usually sit at home in a closet and even years later patients will bring casts back for new orthotics! It’s a great way to expand the relationship with your patient! Patients cannot order second or third pairs of orthotics direct from our lab. Casts must be received from you with a prescription for new or duplicate orders. We also offer a custom bag used for cast storage with your personalized logo. If you wish to order customized bags call us!


Credit for Returned Devices
Sorry, KevinRoot Medical does not issue credit for returned devices under any circumstances. Each device we make is custom and cannot be resold or recycled. If a patient is not happy with their orthotics, we will work with you to achieve patient satisfaction under all circumstances.

The Insurance Program
The KevinRoot Medical Insurance Service and Maintenance Program offers patients a flexible range of affordable, renewable two-year coverage plans that extend the guarantee and adjustment periods for devices. According to the plan selected, benefits include coverage during the two-year policy period for adjustments, repairs or replacement of outgrown, lost or irreparably damaged devices. Practitioners report that the Insurance Program helps encourage patients to return for routine care and often improves patient satisfaction levels. Insurance also helps create patient awareness of the need for regular orthotic and biomechanical care.


Terms and conditions
Responsibility for casting and examining the patient remains exclusively with the practitioner. KevinRoot Medical is not responsible for therapeutic results.

• All KevinRoot Medical warranties and guarantees exclude devices that have been intentionally damaged, grossly altered, or subjected to extreme or unusual treatment or handling.

  • KevinRoot Medical is not responsible for patient tolerance or patient failure to pick up orthoses from the practitioner’s office.
  • If any party other than KevinRoot Medical has performed work on a device, this warranty and guarantee is void.
  • Guarantee periods start with shipping date from lab, not date of delivery to patient.


Payment Terms & Conditions
For patients: Payment is due at the time of service.

Medical consultations and encounters

Payment is due at the time of service. No refunds for consultations and encounters are permitted under any circumstances.

Orthotic devices
Payment is due at the time of service. No refunds for orthotic devices are permitted under any circumstances.

Medical supplies
Payment is due at the time of service. No refunds for medical supplies are permitted under any circumstances.

For clinicians: A billing cycle consists of one calendar month. All orders received within a billing cycle are accounted for within that billing cycle. Full payment of invoice is due by the end of the month following each billing cycle. If payment is not received within 28 days of billing cycle’s closing, the Account Credit Card on file will be charged the full amount for due invoice. For your convenience, email invoices are sent out within 10 days of each billing cycle’s closing. By sending prescription orders to KevinRoot Medical you agree to the Payment Policy.

Refund Policy
No refunds are provided under any circumstance.

Chargeback fees:

Dispute and Chargeback fees will incur a $150.00 fee for handling the dispute each time a dispute is filed with the merchant bank.