You can change your plan anytime from your account settings. Navigate to Billing, select Change Plan, and choose the tier that fits your current needs. Changes take effect immediately if you're upgrading—you'll get instant access to new features and higher limits. If you're downgrading, the change applies at the start of your next billing cycle, so you keep your current features until then.
We prorate all upgrades, so you only pay the difference for the remainder of your billing period.
Do you offer institutional pricing?
Yes. Our Institution plan is built for health systems, academic medical centers, and multi-site programs with specific needs. It typically includes advanced permissions, research-grade analytics, custom protocol building, dedicated clinical success support, and BAA paperwork for HIPAA compliance. Pricing depends on your number of clinicians, sites, and integration requirements. Schedule a call with our team and we'll put together a proposal tailored to your program.
Pricing scales with the clinical footprint — number of clinicians, research users, EHR integrations required, and sites supported. There's no one-size-fits-all package because no two sports medicine programs run the same way.
What payment methods do you accept?
We accept all major credit cards including Visa, Mastercard, American Express, and Discover. You can also pay via ACH bank transfer if you're on an annual plan. All payments are processed securely through our payment provider, and we never store your full card details on our servers.
For larger teams or enterprise accounts, we can arrange custom billing terms including net-30 invoicing and purchase orders. If you need to update your payment method, you can do that anytime in your account settings under Billing. We'll send you a reminder before your card expires, and if a payment fails, we'll notify you immediately so there's no interruption to your service.
Can I get a refund if I cancel?
New customers get a 30-day money-back guarantee. If Notus Labs isn't the right fit within your first month, contact us and we'll issue a full refund. After that, you can cancel anytime and keep access through the end of your billing period. You can export all clinical data, session files, and outcomes before your account closes. If there's an issue with the platform, reach out directly and we'll make it right.
After 30 days, we don't refund unused time on monthly or annual subscriptions, but you can cancel anytime and keep access until the end of your current billing period. All clinical data, session files, and outcome reports stay exportable until your account closes.
How does annual billing work?
When you switch to annual billing, we calculate the credit from your current monthly plan and apply it to your annual invoice. You get the discounted rate immediately. If you need to add more users mid-year, we prorate the cost for the remainder of your annual period. Annual customers also get priority support and access to beta features before monthly subscribers.
How does your pricing work?
Pricing is based on the number of users and the modules you need. You pay monthly or annually, with no hidden fees for storage, API calls, or basic support. Every plan includes core functionality—you're not paying extra for features that should be standard. We publish our pricing openly on our website, and we'll give you a clear quote before you commit to anything. If your needs change, you can add or remove users and modules without penalty. Annual plans include a discount.
Do you charge per clinician?
Our pricing is based on the plan you choose, and each plan includes a set number of clinician seats. The Clinic plan includes up to 3 clinicians. The Team plan is unlimited clinicians. Institution pricing is custom and scales with your care team size and number of sites. If you need additional seats on the Clinic plan, you can add them for a per-clinician fee.
Does Notus Labs integrate with EHR systems?
Yes. Notus Labs connects with Epic, Cerner, and athenahealth through FHIR-based integrations, and with our open API you can build custom connections to any system that supports HL7 or REST. We also work with research platforms like REDCap and analysis tools like MATLAB for biomechanics labs. If the integration you need isn't built yet, our team can help you scope it and we'll consider it for the roadmap. For institution customers, we handle BAA paperwork and IT integration support as part of onboarding.
If the integration you need isn't on our list, our API supports HL7 and REST, and new integrations get added to the roadmap based on research partner and health system requests. Let us know what you need and we'll scope it.
Can my entire care team use one account?
Yes. Notus Labs is built for multidisciplinary teams. Orthopedic surgeons, physical therapists, strength coaches, and researchers each get their own login with role-based permissions. You control who sees what — a surgeon may need full access to outcomes and imaging, while a strength coach only needs to see readiness scores and training recommendations. All roles see a unified view of each athlete.
What happens to my data if I cancel?
Your clinical data belongs to you and your institution. If you cancel, you'll have full export access to every athlete's session records, biomechanical data, and outcome reports in standard formats including CSV, PDF, and FHIR-compatible JSON. After cancellation we retain your data for 60 days in case you need to retrieve something, then permanently delete it from our servers. For research data, we can coordinate IRB-compliant handoffs with your institution's data management team.
We'll send reminders before your account closes and again before final deletion. Export what you need during the 60-day window — after that, the data can't be recovered.
Can I customize Notus Labs to match our clinical protocols?
Yes. Notus Labs adapts to your clinical philosophy. You can build custom return-to-play protocols with your own phases and clearance criteria, create custom fields for athlete intake, set up your own milestone definitions, and design assessment forms that capture exactly what your team documents. Your dashboard is configurable so each clinician sees the metrics most relevant to their role.
Each role sees a dashboard tuned to what they need. Surgeons see clearance criteria and imaging; physical therapists see session-level biomechanical data; strength coaches see readiness and training load. Researchers see cohort-level exports.
Is there a mobile app?
Yes. Native iOS and Android apps for clinicians and coaches. Review readiness scores on the sideline, adjust protocols between sessions, capture notes during patient visits, and get alerts when an athlete's data crosses clinical thresholds. Everything syncs in real time with the desktop dashboard. The athlete-facing app is a separate download that handles band pairing, session reminders, and patient-reported outcomes.
The apps are designed for clinical and sideline use — quick readiness checks between athletes, protocol adjustments without opening a laptop, and real-time alerts when a band picks up something that needs attention. Everything syncs instantly with the desktop dashboard.
How does athlete portal access work?
Each athlete gets their own secure portal where they can see recovery progress, complete patient-reported outcome surveys, view their current protocol phase, and message their care team. It's HIPAA-ready and branded to your program, so athletes see your clinic's identity, not ours. Parents and guardians can be given controlled access for minors when appropriate.
How quickly do you respond to support requests?
Our clinical support team typically responds within 2-4 hours during business hours (Monday-Friday, 8am-6pm ET). For urgent issues affecting patient care — like a band not pairing during a scheduled session or a data discrepancy in an active protocol — we prioritize those and usually respond within the hour. Institution customers have 24/7 phone support for clinical emergencies.
Do you offer onboarding help?
Yes. Every new program gets access to onboarding resources including clinician training videos, protocol templates, and setup guides. Most Clinic-tier programs are up and running within a week. Team and Institution customers get dedicated clinical success support including live training sessions for your care team, protocol configuration, EHR integration assistance, and weekly check-ins for the first 90 days.
For Institution customers, onboarding also covers IRB protocols for research use, EHR integration with Epic or Cerner, and care team workflow mapping. The goal is for your first athletes to be in the system within two weeks, not two months.
What if I find a bug?
Report it and we'll investigate immediately. Bugs get priority attention because they affect your ability to work. You can report issues through email, live chat, or our in-app feedback tool. Include as much detail as you can—what you were doing, what happened, any error messages—and screenshots help tremendously.
Can you help train our clinical staff?
Yes. We provide training materials for the entire care team. Clinicians get protocol setup and dashboard training. Coaches and trainers get sideline and training-floor training. Researchers get data export and IRB-compliance training. We offer live onboarding sessions, CEU-eligible courses for certain disciplines, and ongoing workshops as new features ship.
Do you provide phone support?
Most support happens via email and in-app chat because it's faster and keeps a written record tied to the athlete record. Institution customers get a dedicated phone line for clinical support with priority response. If you're on Clinic or Team tier and have an urgent issue that needs a phone conversation, reach out and we'll make it happen.
Some situations are faster to handle in a real-time conversation — band pairing issues during an active session, or protocol questions mid-recovery. Institution customers have 24/7 clinical phone support as part of their plan.
What's your uptime guarantee?
We maintain 99.9% uptime, monitored 24/7 with redundant infrastructure across multiple regions. For clinical workflows that can't tolerate downtime, our bands store session data locally for up to 72 hours and sync when the connection returns, so fieldwork and training sessions are never interrupted by platform issues.
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