RGCC International North America

RGCC International North America Contact Information:

• Customer Relations:
  • Administrative questions
  • Help placing test and therapy orders
  • Help placing kit orders
  • Shipping questions
  • Portal and Order assistance
  • Payment issues or refund requests
  • Telephone: (800) 813-1372
  • Email Address: info@rgcc-international-northamerica.com
• Clinical Support:
  • Technical and clinical related questions
  • Consultations: Tests & Therapies reviews
  • Telephone: (800) 813-1372
  • Email Address: support@rgcc-international-northamerica.com
• Medical/Lab:
  • Order submission
  • Incoming samples confirmations
  • Therapy shipping confirmations
  • Email Address: medical@rgcc-genlab.com
  • NOTE: cc info@rgcc-international-northamerica.com for all correspondence with the lab.
• RGCC College:
  • Clinical and administrative education for practitioners and staff
  • Certification program
  • RGCC College questions and registration
  • Telephone: (970) 514-7039
  • Email Address: rgcc_college@rgcc-group.com

If you are not sure who to reach out to, email info@rgcc-international-northamerica.com or give us a call at (800) 813-1372. If we are unable to assist you, we will be able to forward you on to someone who will.

RGCC Test Descriptions

RGCC Baseline and Follow-Up Tests:

• OncoTrace:
  • Used as a BASELINE and FOLLOW-UP tool to determine starting point, and monitoring effectiveness of treatment protocols
  • May also be used for long-term monitoring following successful treatment for early detection of recurrence
  • Detects presence of ALL cancer types (except those of CNS origin)
  • Detects the presences and number of CTCs in the blood (circulating tumor cells)
  • Detects phenotype markers to determine tissue origin
  • Detects Stemness Markers to monitor activity level of the CTCs to determine prognosis (potential for the cancer to proliferate (be aggressive), metastasize, resist treatment, or recur) and to determine when care is done
  • For hematologic (blood) & solid tumors
  • Sample Type: Blood
• Oncotrail:
  • Use when you know the primary origin of the tumor for specific cancer types only (see list below)
  • Used as a BASELINE and FOLLOW-UP tool to determine starting point, and monitoring effectiveness of treatment protocols.
  • More suitable as a FOLLOW-UP tool following the OncoTrace once it is determined no secondary cancer is present
  • Contains more biomarkers than OncoTrace for the specific type of cancer
    • Breast
    • Colon
    • GI
    • Lung
    • Melanoma
    • Prostate
    • Sarcoma
  • May also be used for long-term monitoring following successful treatment for early detection of recurrence
  • Detects the presences and number of CTCs in the blood (circulating tumor cells)
  • Detects phenotype markers to confirm known tissue origin
  • Detects Stemness Markers to monitor activity level of the CTCs to determine prognosis (potential for the cancer to proliferate (be aggressive), metastasize, resist treatment, or recur) and to determine when care is done
  • For hematologic (blood) & solid tumors
  • Sample Type: Blood
• OncoCount:
  • Used as a FOLLOW-UP tool for monitoring effectiveness of treatment protocols
  • Detects presence of ALL cancer types (except those of CNS origin)
  • Detects the presence and number of CTCs in the blood (circulating tumor cells)
  • For hematologic (blood) & solid tumors
  • Sample Type: Blood

RGCC Treatment Protocol Tests:

• Onconomics:
  • Comprehensive, individualized profile
  • Answers the question: “Which are the most effective chemotherapeutic agents?”
  • Detects the presence and number of CTCs (does not contain phenotype or stemness markers as does OncoTrace and OncoTrail)
  • Detects validated tumor-related Genetic and Physiological expressions used for customization of treatment protocols
  • Includes Resistance Factors to further refine timing and rotation of treatment protocols
  • Includes Chemosensitivity (Pharmacodynamic) testing to determine the effectiveness of 53 Chemotherapeutic agents + 60 targeted drugs + 5 additional substances upon request at no additional cost
  • For hematologic (blood) & solid tumors
  • Sample Type: Blood
• Onconomics Extracts:
  • Individualized profile showing the efficacy of treatment using natural substances
  • Answers the question: “Which are the most effective natural substances?”
  • Detects the presence and number of CTCs (does not contain phenotype or stemness markers as does OncoTrace and OncoTrail)
  • Includes testing of 53 natural substances + 5 additional substances upon request at no additional cost
  • Anti-Cancer effect measured by studying:
    • Inhibition of - Signaling Transduction Pathways, Growth Factor Receptors, and Angiogenesis Receptors
    • Immunostimulation/Immunomodulation - Release of Cytokines and increase of PBMC & NK cells
    • Cytotoxic Effect – Activation of Caspase and Cytochrome C
  • For hematologic (blood) & solid tumors
  • Sample Type: Blood
• Onconomics Plus:
  • Most comprehensive individualized profile available (preferred for all baseline testing)
  • Combination of Onconomics and Onconomics Extracts Panels
  • Includes chemosensitivity testing of both chemotherapeutic agents AND natural substances
  • Answers the question: “Which are the most effective chemotherapeutic agents and natural substances?”
  • Detects the presence and number of CTCs (does not contain phenotype or stemness markers as does OncoTrace and OncoTrail)
  • Detects validated tumor-related Genetic and Physiological expressions used for customization of treatment protocols
  • Includes Resistance Factors to further refine timing and rotation of treatment protocols
  • Includes Chemosensitivity (Pharmacodynamic) testing to determine the effectiveness of 53 Chemotherapeutic agents + 60 targeted drugs + 53 natural substances + 5 additional substances upon request at no additional cost
  • For hematologic (blood) & solid tumors
  • Sample Type: Blood
• Immune Frame:
  • When you need to evaluate immune status of the patient (for baseline as well as monitoring therapeutic response)
  • Pre-requisite for RGCC Cellular Therapies
  • Important for treatment algorithm to determine which therapy is appropriate for the patient
  • Determination of:
    • Cachexia (a.k.a. Wasting Syndrome) - A general state of ill health involving marked weight loss and muscle loss.
    • Presence and stimulation of DC’s (dendritic cells)
    • Specific Humoral and Cellular Immunity
    • Non-specific Cellular Immunity
    • Immunosuppressive Mechanisms
    • Activation of T and B Memory cells for long-term immunity
  • Sample Type: Blood

RGCC Other Tests:

• aCGH:
  • Use when you don’t know the primary origin of the tumor
  • Detects abnormalities that may be associated with the primary tumor
  • For hematologic (blood) & solid tumors
  • Sample Type: Blood
• ChemoSNiP:
  • Pharmacokinetics (how body metabolizes drugs)
  • Examines inherited variations in genes that dictate drug response and explores the way these variations can be used to predict whether a patient will have a good response, to a drug, a bad response, or no response at all.
  • When used together with data from chemosensitivity testing, it helps to narrow the selection to the most effective and least toxic therapeutic agent.
  • Sample Type: Blood or Swab
• Metastat:
  • Advanced test to detect blood born markers that can accurately determine whether a secondary tumor is likely to develop and its likely location
  • Potential Sites of Metastasis:
    • General
    • Lung
    • Brain
    • Liver
    • Bones
• CAMBISeq:
  • Cancer Analysis Mutational Burden Instability Sequencing
  • Technique: NGS (Next Generation Sequencing)
  • Identifies beneficial mutations for cancer treatment (FDA approved treatments only)
  • The higher the number of mutations, the better the outcome for the patient
  • Analyzes mutational profile of CTCs
  • DNA & RNA is studied to detect splice variants
  • High Coverage = means the test is able to detect very rare mutations
  • Typically used in medical oncology after first-line therapies have been exhausted to determine if there are any immunotherapy, targeted therapies, or clinical trials available as additional treatment options
  • Predicts efficacy of immunotherapy or targeted therapy

RGCC Therapies:

SOT (Cancer, Virus, Lyme):

• Supportive Oligonucleotide Therapy
• mRNA technology
• Works by shutting down the gene replication sequence of the target (cancer cell, virus, Lyme, etc.) eliminating the next life cycle for that cell or organism (it cannot reproduce)
• It creates a 98% specificity to the target genes and it does not interfere with any other human cells. (Effects target cells only)
• Administered as a single dose IV
• Remains active in the system for up to six months inhibiting the replication cycle of the target.
• Goal: Eliminate existing cancer cells or micro-organisms
• This is not an immune therapy
• For hematologic (blood) & solid tumors
• Good for all stages and small cancer burdens
• Not good for compartmentalized or CNS cancers.
• Contraindications:
  • Large cancer burden; tumors over 5 cm (single or total)
  • Tumors of the lung and liver – SOT should be used with caution due to risk of TLS (Tumor Lysis Syndrome)
  • Recent chemotherapy or radiation treatment
  • Radioactive seed therapy
  • Delta T Cell Therapy
  • Recent blood transfusions
  • Cachexia
  • Pregnancy
  • Children under 11 when used for the treatment of cancer
  • Children under 5 when used for the treatment of Lyme
• Sample Type: Blood

Dendritic Cell (DC) (cancer only):

• Immune Therapy – Activates or enhances the function of specific immune cells to find and destroy cancer cells
• Harnesses the action of Dendritic Cells by identifying specific antigens (markers) on the surface of the cancer cells circulating in the blood of an individual, allowing the immune system to seek out the cancer cells and destroy them.
• Also stimulates development of memory cells providing long lasting immunity.
• Administered as 3 single dose IV treatments, 3 weeks apart
• Goal: Destroy existing cancer cells and provide long-term immunity against the cancer cells.
• This is not a genetic therapy.
• Does not contain or involve the use of genotoxic (chemo) drugs.
• For solid tumors (not ideal for hematologic cancers)
• Good for any stage of cancer if the patient still has good immune function and the cancer is stable.
• Not good for compartmentalized or CNS cancers.
• Contraindications:
  • Active auto-immune disease
  • Recent blood transfusion
  • Active infections
  • High inflammation
  • Cachexia
  • Pregnancy
  • Immune suppression therapy
  • Recent or concurrent chemotherapy or radiation
  • Radioactive seed therapy
  • Gamma Delta T Cell Therapy
  • Children under the age of 18
• Sample Type: Blood

Vaccine Prep (ATA) (cancer only):

• Immune Therapy – Activates or enhances the function of specific immune cells to find and destroy cancer cells
• Utilizes cellular fragments of dying CTCs such as cellular membrane, intracellular organelles, mitochondria, and cellular RNA and DNA, to stimulate development of Dendritic Cells.
• Administered as 6 single dose IV or subcutaneous injections, 7 days apart over 9 weeks (includes 3 week rest period)
• This is not a genetic therapy
• Does not contain or involve the use of genotoxic (chemo) drugs
• Goal: Goal: Destroy existing cancer cells and provide long-term immunity against the cancer cells.
• For Solid tumors
• Cancers that do NOT respond to this therapy:
  • Hematologic (blood) Cancers
  • CNS Cancers
  • Testicular Cancer
  • Compartmentalized Cancers
• Good for early-stage cancers and patients that have not undergone conventional chemo or radiation therapies.
• Contraindications:
  • Active auto-immune disease
  • Recent blood transfusion
  • Active infections
  • High inflammation
  • Cachexia
  • Pregnancy
  • Immune suppression therapy
  • Recent or concurrent chemotherapy or radiation
  • Radioactive seed therapy
  • Gamma Delta T Cell Therapy
  • Children under the age of 18
• Sample Type: Blood

VAXO-Q-RE (cancer only):

• Immune Therapy – Activates or enhances the function of specific immune cells to find and destroy cancer cells
• This is an Autologous Adoptive Cellular Therapy
• Harnesses the power of both innate and adaptive immunity
• Utilized a combination of immune cells including macrophages and Natural Killer cells (innate immune cells) and activated Dendritic Cells, T cells and antibody producing plasma cells (adaptive immune cells), to create a multi-dimensional immune response.
• Administered as 3 single dose IV treatments, 2 weeks apart
• Goal: Destroy existing cancer cells and provide long-term immunity against the cancer cells.
• This is not a genetic therapy.
• Does not contain or involve the use of genotoxic (chemo) drugs.
• For solid tumors (not ideal for hematologic cancers)
• Good for cancer over stage 2B
• Sample Type: Blood

Therapies Resources:

Therapy Patient Guides are available in the Portal and Therapy Comprehensive Guides are available once therapies course is completed in the RGCC College. Please refer to these guides for additional information on contraindications, administration guidelines, available SOT for order, etc.

How To Use the RGCC Doctor’s Portal:

You will need to open your webpage browser and go to the following web address: Portal - RGCC Group (rgcc-group.com)

1. Click “Sign In” in the upper righthand corner of the webpage.
2. Please sign into the Portal using your credentials.
   • If this is your first-time logging in, you will need to locate an email from the lab titled “RGCC'S new sharing system of the results”. This email contains your login information and temporary password.
   • Once logged in for the first time, you will be prompted to change your password.
     • For all future password changes, or in the event you forget your password, please click “Difficulty Signing In?” below the login screen and an email will be sent to you to reset your password. This email is only valid for 15 minutes.
3. Once logged in, you will see a bar along the top of the screen, which will allow you to complete many different functions. The screen will look like this:
   
4. Take a moment to explore each tab to become familiar with how to navigate around the portal and find the resources you need.

Updating Your Profile Information:

The first time you log into the Doctor Portal, you will want to make sure to update all of your Profile Information. In the upper Right-Hand Corner, you will see a tab that says “YOUR NAME Profile”. Please click here and follow the instructions below to update your profile information:

1. Each box with an asterisk next to it is mandatory. This includes your City, 2 Letter State Abbreviation, Address, Zip Code, Telephone Number, Clinic Name, and Credential Information. Please be sure to update each box.
   • Note: The system will not accept the form if there are any spaces before or after the 2-letter state abbreviation. Please check to make sure that there are no spaces prior to submitting.
     
2. If there is a secondary email you would like on file, please enter it into the “Email 2” field.
   • Please note: You cannot change your primary email address on file once your Portal is created. You can only update your secondary email address.
   • If at some point, you would like to update the primary email address, please notify the Customer Relations team at info@rgcc-international-northamerica.com for assistance
3. If you would like the system to send you a copy of patient results once you have opened them, please check the box below the profile information to “Opt In”.
4. GDPR Compliance refers to a privacy protection act in Europe. You must select Yes.
   
5. Once you have updated all of your profile information, click “Save”. This will save your information and bring you back to the Home Page of the Portal.

Placing Kits-Vials Requests:

Kit ordering should be done prior to scheduling any patients for testing or therapies. Supply orders can take up to 7 days to arrive. Actual shipping times will vary depending on geography and the day of the week you place your order. Please keep track of your inventory and place your order with enough time to ensure supplies are available when you need them. Expedited or Rush shipping is NOT available.

Please follow the below steps to place your order(s) for Kits and Supplies through the Portal.

1. First, you will need to click on “Kits/Vials Request”
   
2. Then, you will click on “New Request” in the upper right-hand corner of the page.
   
3. At the top of the Kits/Vials Request page, you will find instructional videos which review the ordering process and how to pack the kit for shipping. Please use the videos as needed to guide you through these processes.
4. The system is designed to be customizable and can be adjusted to meet the needs of your office. When creating the order, you will input the exact number of Vials, Blood Draw Sets, Isoboxes, and Prepaid Shipping Labels you need.
   • Please take note of the subtext below each field, outlining the contents of each item.
   • Note: You will only need to select either a USA FedEx Label OR a Canada FedEx Label, depending on the location of your office or patient (for drop-shipping).
     
5. Supply orders automatically ship to the address you entered in the Doctor’s Profile section.
6. If you would like to drop-ship a kit to a patient or have supplies delivered to a different location than the address you entered in the Doctor’s Profile section, you can edit the delivery address by clicking on the purple “Delivery Address” bar at the bottom of the form. Please note that all fields in this section are mandatory. Once you have entered all necessary information, click “Save”.
   
7. Please verify all of the details of your order then click “Submit.”
   • If you changed the delivery address, please ensure it is correct. If you did not change the address, the shipment will automatically ship to the registered address in your Portal.
     
8. Once the order has been submitted, it will show as “Pending” on the Kits/Vials Request Page. As soon as it has shipped, the status will update to “Shipped” and the Tracking Number will appear next to the shipment.
   • If you need to review the details of your order, click “Details”. This will show you which supplies you ordered.
     
9. Order Size:
   • Supplies are readily available and easy to order. Please order the amount of supplies you need with a small buffer so you will have enough supplies on hand for scheduled RGCC blood draws plus a few extra for unexpected or unscheduled blood draws.
   • Order supplies no more than 1 month at a time. Please DO NOT stock up for several months.
   • If you place a large supply order well beyond your test/therapy order history, your order will not be approved, and you will be asked to modify the order before it is shipped.

Adding New Patient Information to the Portal:

A Patient must be added to the Portal prior to placing an order. If the patient already exists in your Portal, please disregard this section and jump to “Placing an Order in the Portal” below.

1. First you will need to click on “My Patients” then “New Patient”
   
2. Enter in the mandatory fields: “Patient Name”, “Date of Birth”, and “Gender”
3. You will also need to comply with GDPR for each new patient.
   
4. If you continue to scroll down, you will see an area to add the patient’s Medical Record and Personal Information. Neither of these fields are required, but it is helpful to have this information uploaded into the Portal.
5. At the bottom of the page, you will see the option to “Consent to Research.” Please note that this is not mandatory, however, RGCC is a research lab so it is highly encouraged to assist in furthering our mission.
   • Please note, if the patient wishes to place Add-On orders using blood samples already at the lab, the patient MUST consent, or their blood sample will be discarded at the completion of testing and will not be stored at the lab for use in future orders.
     
6. Once you have completed the patient profile click “Save”. The Portal will bring you back to the “My Patients” tab where you can place your order(s).

Placing an Order in the Portal:

All orders need to be placed in the Doctor’s Portal. (There are a few exceptions, including Physician Personal Testing Orders,
Follow Up Orders, etc. that will be discussed later in this section.)

1. To place a new order in the Portal, go to the “My Patients” tab and locate the patient you would like to place the order for. Then click on “Orders”.
   
2. Next, click on “New Order For ____” in the upper right-hand corner.
   
3. Enter in the vial number(s) for the order.
   • If this is an add on order (for SOT, where the lab already has blood at the lab), enter in “0” for the vial number.
   • If there is more than one vial of blood being submitted to the lab, enter all vial numbers by clicking “Add Extra Vial.”
   • It is important for you to know exactly how much blood is required for each test or therapy you wish to order, to reduce waste but also to ensure that your patient does not need to have more blood draws than necessary. There is a comprehensive overview of the quantities of blood required for each test and therapy, called “Blood Draw Quantities” located in the “Resources” section of the Portal. Please reference this guide or reach out to the Customer Relations team for assistance (info@rgcc-international-northamerica.com).
4. Once the Vial Number(s) have been entered click “Next Step”.
   
5. This section is where you will select the tests and/or therapies for the order.
   • Please note: BioCentaur is an RGCC sister lab. For your convenience, the order form allows you to place orders for BioCentaur tests as well. Since RGCC and BioCentaur are separate labs, when ordering both RGCC and BioCentaur tests and/or therapies for the same patient, the orders must be placed separately.
6. Select the tests and/or therapies you would like to order. As you make your selection, you will see them appear in
   the shopping cart at the bottom of the page.
   • Please note: The prices for all RGCC tests and therapies are set in Euros. The price of the test/therapy will vary slightly day to day based on the current exchange rate. The $US price shown in the order form next to the item, reflects the price based on the exchange rate on that day.
   • Additional Substances:
     • If you are submitting an order for the Onconomics Extracts or Onconomics Plus test, you have the option to add on up to five additional substances at no additional charge. Each substance beyond the fifth one is charged at 50 Euros.
     • Adding Substances from Laboratory Stock:
       • The lab has additional substances available in-house to add on. Please refer to the “Additional Substances in Laboratory Stock” document for a complete list of available substances.
     • Adding Substances Not Readily Available at the Lab:
       • You may submit additional substances to be tested if they are not already available at the lab. Please refer to the “How to Send Additional Substances” guide.
       • Additional substances must be submitted with the blood sample for testing.
     • When adding substances, you must enter the Active Ingredient, Brand Name, and Class of Drug.
       
7. Once you have selected all tests and therapies, click “Next Step”.
   

*It’s important to note that SOT therapies are separated out by Cancer SOT and Non-Cancer SOT (virus and other
pathogens)

8. The following page is where you will enter in Diagnosis information for your patient.
   
9. For Cancer Related Tests, you will need to enter in the Primary Cancer Type and Present Stage.
   • Please Note: if you are conducting a healthy screening, you will need to select “Healthy/Screening” for the Cancer Type. This will auto-populate “Not Applicable” into the Present Stage section of the form.
     1. If it’s a healthy screening but the patient has a strong family history or predisposition to develop cancer, please notate this in the patient’s profile or put a note on the order so the lab is aware.
   • If the patient is currently in Remission, please enter their cancer type and select “Remission” from the Cancer Stage dropdown menu.

• IMPORTANT: IT is VERY important that the diagnostics for the patient is input correctly. The Cancer type, stage, and other diagnostics determine the scientific process at the lab. Different diagnoses may require utilizing different growth mediums. Therefore, incorrect diagnosis information may affect accuracy of results. If you have any hesitations regarding the patient’s current diagnosis or stage, please inform the lab immediately so they can adjust accordingly.
  

10. Enter in the “Date of Primary Diagnosis”
    
11. For Non-Cancer Related Tests, you will type in the diagnosis.
    
12. Then click “Next Step”
13. Next, select “In Office Payment.” This indicates the payment will be made at the time the order is being created with the patient’s or your office’s credit card. The option to send an invoice to a remote patient to pay RGCC directly is in development. However, currently that option is not available.
    
    • Please note: Although the patient may use their credit card for the payment, financial responsibility of the order falls onto the RGCC Network Doctor. All orders, add-ons, etc. must be paid in full. If the payment is not made, the ordering doctor may be locked out of their Portal until payment for all orders is resolved and the account is brought back into good standing.
14. If you placed an order for a Therapy, you will need to enter in the Therapy Delivery Details. See above. Please include the address of the office you would like the therapy shipped to.
    
15. AWB Tracking Number: This field is not required at this time. However, if you have the tracking number, please enter it into the system here for records keeping purposes.
    
16. Click “Next Step”.
17. The Cancellation Policy is listed in the next step. Please be sure to review this with your patient(s).
    
18. You will also see the Terms and Conditions listed here. Please review them with your patient and have them sign the “Patient Signature” field.
    • Please Note: You may choose to “Click Here” (option 2) to accept an automatically created signature for your patient.
      
19. Once the signature is complete, click “Checkout”. This is where you can review the order and submit payment for it to be processed.
20. Once you have verified the order is correct,
    • Enter the credit/debit card information
    • Verify the email address you would like the payment receipt to be sent to. It will auto populate with the primary email address in the doctor’s profile section. If you want the receipt to be sent to a different email address, you can type it in here.
    • Note: We recommend sending the receipt to an office email address even if the patient use their credit card to make the payment. Once received, printed/downloaded a copy for your records, then forward the receipt email to the patient.
    • When you are confident all information is correct, click “Pay $___”
      
21. Once the order has been paid, the “Download Documents” button will appear. You can now download and print the Order Confirmation form necessary to send along with the blood sample.
    
22. IMPORTANT: Placing an order is a 2-step process.
    • Step 1: Place the order in the portal as shown above.
    • Step 2: Send the Order Confirmation form to the lab.
    • The order will not process until the Order Confirmation form is received by the lab in the box when sending a blood sample or via email when placing an Add-On SOT order.
23. Please Note: On occasion, the Order Confirmation form will need to be submitted or re-submitted after the blood sample has been shipped to the lab. For these instances, simply come back to the original order, download the document, and email to medical@rgcc-genlab.com for processing.
24. Also Note: If you have placed multiple orders for the same patient (ie; a BioCentaur Order AND an RGCC Order) you will need to include ALL Order Confirmation Documents with the blood sample.

RGCC Cellular Therapies Order Information

• Therapy Package Quick Reference Guide – Available for Download in the “Resources” Section of the Portal
  • Therapy Package (what’s Included)
  • Price in Euro
  • Pre-Requisites
  • Dose schedule
  • Follow-Up Testing
• Cellular Therapy Emails
  • Therapy Shipping Confirmation Email
    • Because cellular therapies are time sensitive and must be administered within 7 days of shipping from the lab, you will receive an email letting you know the therapy is complete and ready to ship. This email is sent to you on Friday and you MUST respond to the email by Tuesday to confirm the therapy should ship on Thursday as scheduled or to postpone the shipment to a later date.
    • If you do not respond to the email, the therapy will not ship and will be placed in the queue for shipping the following week.
    • The therapy will not ship until the lab receives confirmation from you.
  • Therapy Shipping Notification Email
    • When the therapy is shipped on Thursday, you will receive a second email containing a tracking number so you can follow the shipment and know when it will arrive in your office.
    • For US based offices, the therapy will be delivered by end of business Tuesday.
    • If the therapy is not delivered within the 8-day administration window, please notify the branch office and lab and a replacement therapy will be sent.
  • Cellular Therapy Shipping Schedule
    • Friday: Confirmation Email Sent by the Lab
    • Tuesday: Response MUST be Received by the Lab
    • Thursday: Therapies are Shipped
    • Tuesday: Therapies Arrive in your Office
• Should we order and send blood for the pre-requisite tests and the therapy at the same time?
  • To produce the best quality therapies, the lab requires fresh blood and will begin producing the therapy as soon as the sample arrives.
  • If you are certain which therapy to order, you can order both the pre-requisites and the therapy at the same time.
  • If you DO NOT know which therapy to order and need the pre-requisite test results to make that determination, then you will place the therapy order after the results have come back and you will send a fresh sample to the lab.
• If shipping therapy to a different office for administration (collaborating office):
  • It is not uncommon for two RGCC offices to collaborate with a single patient when the patient lives at a distance from the primary office. In these instances, the primary office coordinates with an RGCC registered office geographically closer to the patient for therapy administration.
  • When collaborating, the primary office should submit ALL orders for the patient to avoid mistakes and confusion.
  • You can notify the lab when responding to the Incoming Samples email that you wish to have the therapy shipped to a different office. The lab will update the shipping address and send the therapy to the collaborating office.
  • The collaborating office MUST be an RGCC registered office who is adequately trained on therapies and therapy administration.

BioCentaur Orders:

BioCentaur is a sister lab that offers testing for viruses, Lyme, and coinfections. These tests have been included in the Portal for your convenience.

• Since it is a separate lab, when placing orders that include both RGCC and BioCentaur options, these orders must be placed separately. Once you select an item from the RGCC menu, the BioCentaur tab will lock, and vice versa.
• To place an order for items in both labs, complete your order for RGCC, then place a second order for BioCentaur.
• Make sure to download, print, and place BOTH Order Confirmation forms in the box with the blood sample when shipping to the lab.
• BioCentaur also offers 2 types of discount orders:
  • When you order PrimeSPOT and PaldiSPOT in the same order (20% discount)
  • When you place a repeat PrimeSPOT within 6 months of the 1st order (150 GBP)
  • This iteration of the portal is not set up for discounted orders. These will be placed as Letterhead Orders. The Letterhead Order will be sent to the lab in place of the Order Confirmation Document.

Upgrade Orders:

Occasionally, you may need to upgrade an order after the blood sample has been sent to the lab.

• If you wish to upgrade an existing order (ex. OncoCount to OncoTrace or Onconomics to Onconomics Plus), this can only be done if processing has not been completed and the results have not been reported out.
• Since the original order is locked once payment is made, you must email Customer Relations at info@rgcc-international-northamerica.com and the lab at medical@rgcc-genlab.com to inform them of the change and a manual invoice will be generated for the difference in price. DO NOT cancel the order.

Add-On Orders:

Occasionally, you may need to submit an Add-On Order where a blood sample is already at the lab. Currently, this is only possible for 3 types of orders:

• Adding additional tests after the original order has been submitted (ex. Original order = OncoTrace. Adding on an
  Onconomics Plus)
  • This can only be done if the order is still being processed and results have NOT been reported out.
  • Since the original order is locked once payment is made, a new order must be completed, and the new Order Confirmation form must be emailed to the lab at medical@rgcc-genlab.com. Please make sure to CC the info@ email address into all correspondence with the lab.
• Adding additional substances to an Onconomics, Onconomics Extracts, or Onconomics Plus panel after the order has been submitted.
  • This can only be done if the order is still being processed and results have NOT been reported out.
  • Since the original order is locked once payment is made, you must email Customer Relations at info@rgcc-international-northamerica.com and the lab at medical@rgcc-genlab.com to inform them of the change and a manual invoice will be generated for the difference in price. DO NOT cancel the order.
• SOT orders which meet the below requirements:
  • SOT for Lyme and Coinfections:
    • Patient must have lab results showing positive infection within 6 months of the draw date.
    • The patient’s blood must have been received at the lab within the last 6 months.
    • A maximum of four SOT for the same target are allowed in a 12-month period, spaced at a minimum of 3-months apart. The lab requires updated test results that show the pathogen is still present before a repeat for the same pathogen will be allowed.
    • Also note: The lab requires roughly 10ml of blood for each SOT. Thus, even if you meet the above requirements for an add-on SOT order, the lab may still require additional blood quantity to make the SOT. If there is any question as to whether the lab has enough blood, please email them directly to confirm (medical@rgcc-genlab.com) and CC the info@ email address into the correspondence.
  • SOT for Cancer:
    • Patient must have CTC count done within the past 6 months.
    • IMPORTANT NOTE: If the patient has undergone any therapy since their last blood draw, the lab MUST receive new blood for the SOT to be most effective. This is in the best interest of your patient.
    • Also note: The lab requires roughly 10ml of blood for each SOT. Thus, even if you meet the above requirements for an add-on SOT order, the lab may still require additional blood quantity to make the SOT. If there is any question as to whether the lab has enough blood, please email them directly to confirm (medical@rgcc-genlab.com)

How to Place an Add-On Order:

For all Add-On Orders, you will follow the same steps outlined above under “Placing an Order in the Portal” AND follow the steps below to ensure the order is received and processed by the lab.

1. Once you have placed the order and downloaded the Order Confirmation Document from Step 5 in the Portal, you will need to email it to the lab for processing (medical@rgcc-genlab.com).
   • As mentioned above, you will want to enter in “0” for Vial Number. This will indicate to the lab that you would like to use blood previously submitted.
2. Emailing the document to the lab for processing:
   • Address the email to the medical team (medical@rgcc-genlab.com) and CC the Customer Relations Team into the email (info@rgcc-international-northamerica.com)
   • Title the email “Add-On SOT for PatientName”
   • Attach the Order Confirmation Document to the email.
   • In the body of the email, please include a brief explanation of who and what the order is for.
     • ie; “Please see the attached Order Confirmation Document for patient Jane Doe. This order is for an SOT for _____ and ____. Please confirm receipt of this order and advise if you need anything further.”
   • Once the email has been sent, please await confirmation that the lab has received the order. If you have not received confirmation within 3 business days, please send them a “Kind Reminder” email.

Letterhead Orders

The current iteration of the portal is not set up to handle certain types of orders. In these cases, you will submit the order on your office letter head and either include it with the blood sample or email it to the lab for processing (medical@rgcc-genlab.com).

• Types of Letterhead Orders:
  • Cellular Therapy Follow-Up Testing ($0 Transaction)
    • These tests are included in the price of the package, therefore there is no charge when submitting these tests.
  • Practitioner’s Personal Orders ($0 Transaction)
    • RGCC offers complimentary testing and therapies for active practitioners and their immediate family members (mother, father, spouse & children) after 6 paid orders have been completed. All Practitioner or Practitioner family orders will need to be submitted on letterhead to the lab.
  • BioCentaur Discounted Orders
    • These orders will be invoiced manually by BioCentaur
• How To Place a Letterhead Order:
  1. When placing an order that meets the criteria outlined above, you will need to include the following information on company letterhead:
     • Date of Order
     • Name and Date of Birth of Patient
     • Name of Network Doctor
     • Tests and/or Therapies Ordered
     • Vial Number
       • If using blood at the lab, please indicate this instead of the vial number
     • Brief explanation of the reason for a letterhead order
       • ex; “This order is for an OncoTrace and Immune Frame for Jane Doe, mother of Dr. Doe” or “This is the 120 day follow-up test for VAXO-Q-RE, included in the therapy package price”.
     • Signature of Network Doctor
  2. You will either submit the order with the blood sample or email it to the lab (medical@rgcc-genlab.com) and cc the Customer Relations team into the email (info@rgcc-international-northamerica.com)
     • Always make sure you receive confirmation from the lab on ALL orders. If you have not heard confirmation from the lab within 2 business days, send them a “Kind Reminder” email.
     • Please note: You cannot be certain that an order has been received by the lab until it has been confirmed either with an Incoming Samples email or confirmation email.

Blood Draws:

• Printed directions can be found on the “Resource” page in the portal
• Video demonstration can be found on the “Video-Tutorials” page in the portal

Remote Blood Draws:

• This is a blood draw done off-site for patients living at a distance from their RGCC office.
• A kit can be drop-shipped directly to the patient and the patient can source blood draw services locally.
• See patient and office instructional guides on the portal “Resources” page.

Pre & Post Blood Draw Guidelines:

• Printed guidelines can be found on the “Resource” page in the portal
• Questions regarding the guidelines can be directed to our Clinical Support team at
  support@rgcc-international-northamerica.com

Important Email Correspondence from the Lab:

• Incoming Samples Email:
  • When the lab receives a blood sample, they will send your office an email with the order information and indicate if there is any additional information that they require to process the order. They will also advise if the sample did not pass Quality Control and provide the reason why. This email is titled “Incoming Samples” followed by the date the blood sample was received at the lab.
    • The “Incoming Samples” email serves as confirmation of the blood arriving at the lab, as well as an opportunity for the Network Doctor to review the order details and make any necessary changes.
    • Any missing information will be in red font in the appropriate column. Always make sure to check the “Office Comments” section of the email.
  • Missing Order Confirmation Document:
    • In the event an Order Confirmation Document is not received with the blood sample, the lab will request that the document be sent to them via email for review. The Order Confirmation Document is required for locating the order in the system. Without it, the order cannot be processed.
    • The Incoming Samples email will include a message resembling the one below if the Order Confirmation Document is missing from the order.
      
  • Missing or Confirming Patient Information:
    • Occasionally, patient information in our systems may not match the information in the order. In this case, the lab will request for the Network Doctor to confirm the information received (date of birth, diagnosis, etc.)
      
  • Missing Lab Results:
    • Positive lab results are required for all Micro SOT orders. If lab results are not submitted with the blood sample, or the labs we have on file are outside of the 6-month window, the lab will request new ones to be sent.
      
• Therapies List Notification Email:
  • The Friday prior to cellular therapies being shipped, the lab will send out a Therapies List email, requesting the Network Doctor to confirm that they are ready for the therapies to be shipped. They will also request for confirmation of ALL details, including the delivery address.
    • Prior to confirming the therapy, ensure that the patient is ready for the therapy to be administered. If not, you will need to notify the lab to postpone the therapy. The therapy will be postponed one week, unless otherwise indicated by your office.
    • You MUST reply to the lab and advise them on whether to ship the therapy on the date indicated in the email. If confirmation is not received by Tuesday at 5pm (GR local time), the therapy will not be shipped until the following week.
    • Please note that the schedule for Therapies emails and shipping may be different for Canadian doctors, but the principal is still the same. Therapies must be confirmed or they will not be shipped.
    • Please also note that this is only for Cellular Therapies and not for shipments only containing SOT
    • The Therapies List email will resemble the screenshot below:
      
• Therapies Shipment Notification:
  • On the date the therapy is shipped, a notification will be sent to the Network Doctor informing them of the shipment.
  • The email will include patient name(s), therapy vial ID(s), and the therapy name(s).
    • IMPORTANT: ALL therapies are shipped without patient information on the vials. It is imperative that you keep this email for reference. Once your office receives the therapies, you will need to cross-reference the Therapies List email and match the vial number(s) to ensure that you are administering the correct therapy to the patient. If you ever have questions regarding therapy IDs, please notify the branch office immediately (info@rgcc-international-northamerica.com)
  • The email will include a tracking number for the shipment.
    • You MUST track the shipments during transit from the lab to your office. Please note that tracking information will likely not populate until the Monday before your shipment. However, you still want to track your therapies shipment periodically and notify the branch office in the event of any delays.
  • Attached to the email, you will find Integrity Control documentation. Please review the attachments and save the files. In the event the therapies arrive at your office and do not match the integrity control documents, or there is any other question as to viability of the therapy, please reach out to the branch office IMMEDIATELY.
  • Sample Therapies Shipment Email:
    
• “You Have New Results in The Portal” Email:
  • When test results are available in the Portal, you will receive an email from a “No Reply” email address.
  • The email will include the patient’s name as well as a link to the Portal for convenience.
  • To access the results, you will login to the Network Doctor’s Portal, open the Patient Profile, and locate the Order. Next to the Order, you will see an option to View Results.
    • In the event the results are not available for review, please notify the branch office for assistance.
  • aCGH Test Results:
    • These results are not posted within the Portal. Instead, they are emailed directly to the Network Doctor. Please note that this test takes approximately 3-4 weeks for processing.

United States Therapies Shipping

• All therapies will be shipped from the lab in Greece to offices in the US using our private shipping network.
  • Office in Canada will receive shipments via FedEx or DHL stand medical express. Please see “Canadian Therapies Shipping” below.
• Temperature Controlled Environment ensures the correct temperature throughout the shipping process
• Reliable Delivery Time – Therapies to arrive in office on Tuesday by Noon
• How the System Works:
  • Therapies will ship on Thursday.
  • Therapies List Confirmation Emails will be sent on Friday.
  • You MUST respond by end-of-day Monday to ensure the therapy will ship on Thursday. If you do not respond, the therapy will be reset to ship the following Thursday.
  • Shipping Notification Emails with tracking number information will be sent on Thursday after the therapy has shipped.
  • Shipments will arrive in your office by noon on Tuesday.
• Cellular Therapies should be administered ASAP - as close to delivery time as possible but no later than Thursday.
• SOTs are shelf stable and can be administered at your convenience within 6 months.
  

Canadian Therapies Shipping

• All therapies will be shipped from the lab in Greece to offices in Canada via FedEx or DHL – whichever courier has proven to be more reliable for the service area.
• How the System Works:
  • Therapies will ship on Monday
  • Therapy Confirmation Emails will be sent on Wednesday
    • You MUST respond by end-of-day Friday to ensure the therapy will ship on Monday. If you do not respond, the therapy will be reset to ship the following week.
  • Shipping Notification Emails with tracking number information will be sent on Monday after the therapy has shipped.
• If the office prefers to have shipping done on Thursday, the lab can accommodate and the shipping schedule will reflect that of the United States model.
• Cellular Therapies should be administered ASAP - as close to delivery time as possible but no later than Thursday.
• SOTs are shelf stable and can be administered at your convenience within 6 months.

Shipping a Blood Specimen to the Lab

Upon Arrival of the Kit:

• Remove the icepacks from inside the kit and place in the freezer.
• ICE PACKS MUST BE FROZEN FOR AT LEAST 24 HOURS BEFORE SHIPPING.

How To Pack the Box for Shipping:

1. Remove the top puzzle piece using the white strap.
2. Remove the gray molded foam from the white box.
3. Place the molded foam inside the Biohazard bag along with the absorbent sheet.
4. Place Biohazard bag with molded foam back inside the white box.
5. Place each 30 ml blood collection vial into the round slots in the molded foam.
   1. If sending “Additional Substances” for Onconomics Extracts or Onconomics Plus, place samples in the rectangular slot.
6. Seal the Biohazard bag making sure to remove any extra air.
7. Insert the 2 frozen icepacks on either side of the molded foam, outside of the Biohazard bag, in the spaces provided.
8. Close the white box.
9. Replace the top puzzle piece with the white strap on the top.
10. Fold the paperwork in half and place under the white strap.
11. Seal the box with packing tape. *Make sure that no tape is touching the UN3373 label on the box.
12. Place the prepaid shipping label with the barcode on the top of the box.
13. Place the adhesive FedEx pouch on the side of the box without the UN3373 label.
14. Fold shipping documents and place inside the adhesive pouch.
15. Your kit is now ready for pickup/shipping. Call FedEx at (866) 393-4585 to schedule a pickup.

Please Note: The best days to ship blood samples to the lab are Monday, Tuesday, and Wednesday. This is to avoid the shipment getting stuck in customs over the weekend extending shipping times, which can affect the viability of the specimen when it arrives at the lab.

Also – if FedEx does not service your area reliably, please notify our Customer Relations team and we will assist you in utilizing our DHL account for courier pickup.

Documentation Inside the Box:

• 1 copy of the Order Confirmation Form for each patient order.
• 1 copy of the Audit Form (nothing needs to be filled in on this form)
• 1 copy of the Material Data Invoice (fill in the highlighted sections)
• 1 copy of virus/Lyme test results if needed.
• Fold documentation in half and place under the white strap on top of the insulating foam before sealing the box

Documentation Outside the Box:

• Place 1 pre-paid FedEx shipping label on the top of the box
• Attach the adhesive FedEx pouch to the long side of the box without the UN3373 label on it
• DO NOT cover any part of the UN3373 label
• Place the following documents in the adhesive pouch:
  • 2 remaining FedEx shipping labels. Keep the 3rd for your records and tracking.
  • 3 copies of the FedEx Commercial Invoice (fill in the highlighted sections)

To Schedule a Pickup: Call FedEx at (866) 393-4585

Resources: You can find copies of Shipping Instruction Guide and shipping documents on the Resource page of the portal.

Cancellations & Refunds

Types of Cancellations & Refunds:

• In-Portal Cancellations
  • For orders that were recently placed – Click the “Cancel Order” button
  • Read the cancellation policy pop-up
  • Confirm the cancellation
  • The lab will be notified and a refund will be issued based on the cancellation parameters., as outlined in the Cancellation Policy
• Manual Refunds
  • When the “Cancel Order” button no longer appears in the portal
  • When cancelling part of an order. In-portal cancellation can only be used when the full order is being cancelled
  • When downgrading an order (ex. OncoTrace to OncoCount or Onconomics Plus to Onconomics Extracts)
  • No cells found – When one of the Onconomics panels is ordered but not cells are found, testing cannot proceed and will be downgraded to an OncoTrace.
• Full Refunds
  • A full refund is given when the order is placed but not sent to the lab.
• Partial Refunds
  • When an order is placed and shipped
    • The cost of the kit and shipping is included in the price of the test.
    • If the order is cancelled before arriving at the lab, a full refund will be issued less the kit fee to cover the hard costs of the kit and shipping charges

Cancellation Policy:

Cancellation of  orders and refunds will be processed as follows:

• Cancellation Before Sample Is Shipped: Refund issued at 100%.
• Cancellation After Kit Has Been Drop-Shipped to Patient, Before Sample Is Shipped: 100 Euro kit fee will be deducted from the full price of the order or invoiced if order has not yet been placed.
• Cancellation In Transit Before Arrival at the Lab: 100 Euro kit fee will be deducted from the full price of the order. Cancellation Fee 100 Euro.
• Cancellation Upon Arrival and/or In Response to “Incoming Samples” Email: Refund issued at 50%. Cancellation fee 50%.
• Cancellation Between Confirmation of “Incoming Samples” Email and 24 Hours from Completion: Refund issued at 25%. Cancellation fee 75%
• Cancellation Within 24 Hours of Order Completion: No Refund. Cancellation fee 100%

Refunds issued take approximately 5-10 business days to appear in your bank or credit card account.

Setting Patient Expectations:

• Managing patient expectations is important so everyone is on the same page – this includes the patient, your office, and the RGCC lab and North America Branch Office staff.
• Test turn-around times and when to expect results:
  • RGCC requests two weeks from when the blood arrives at the lab for processing of all tests (and 3-4 weeks for aCGH tests). Please note that processing times are approximate and not absolute.
• Shipping of therapies and timing of therapy administration:
  • SOT have an 8 working day production time and are usually shipped 2-3 weeks from when the blood (and all required documentation) is received at the lab. Please do not schedule therapy administration until you have received notification from the lab that the order has shipped.
  • Cellular therapies have a 15 working day production time and are usually shipped 3-4 weeks from when the blood and all other documentation is received at the lab. Please do not schedule therapy administration until you have received notification from the lab that the order has shipped.

Office Best Practices:

• Track your shipments
  • This includes blood specimens going to the lab AND therapies shipments going to your office.
  • FedEx and DHL are typically very reliable. However, there are times when shipments are delayed or lost in transit. Tracking shipments going in both directions ensures that, in the event of any delay, we can get ahead of the issue before it becomes a bigger problem, ultimately avoiding any further delays in patient care.
  • If you notice that a blood specimen or therapy is delayed, please reach out to our Customer Relations team ASAP so we can assist in getting the shipment moved along or help you establish the best next steps to take.
  • RGCC suggests creating an Order Tracking Sheet, or other system of tracking orders, and including the following information:
  • Copy of Incoming Samples email
  • Approximate date of test results/therapy shipment
  • Copy of Therapies List email
  • Copy of Integrity Control documents
  • Copy of spreadsheet from Therapies List email, indicating Therapy IDs and patient information for each shipment
• Don’t schedule therapy administration until you know the therapies have shipped
• Network Provider’s Responsibilities:
  • Confirming orders – responding to Incoming Samples and shipping emails
  • Confirming that Add-On SOT orders have been received by the lab and are in process
  • Tracking shipments (blood specimens and therapies)
  • Tracking therapy ID information for when therapies arrive in office

Collaborating Offices

There are circumstances which require two RGCC Network doctors to collaborate on patient care. This may include a patient having their blood draw done at another office or having a therapy administered with another provider. In these instances, it is important for the primary doctor managing the patient’s care to place all orders. This will avoid confusion for office staff and the patient.

• If a collaborating office is performing a blood draw, the primary or ordering office will email a copy of the Order Confirmation form to the collaborating office so they can place it in the box along with the blood sample.
• If a collaborating office is administering a therapy, the primary or ordering office will notify the lab to ship the therapy directly to the collaborating office. It is the responsibility of the primary or ordering office to forward all notification emails containing information about the therapy’s shipment and expected arrival date to the collaborating office so they can schedule the administration properly.
  • If an SOT is already at the primary office and needs to be transferred to a collaborating office, it must be transferred via courier directly from one office to another to retain the chain of custody and ensure proper handling of the SOT. An SOT vial should NEVER be given directly to a patient. (see instructions below)
  • This option is not available for cellular therapies.
• RGCC is happy to assist in locating a collaborating doctor, but all collaboration must be coordinated between the two offices directly.

Transferring/Shipping an SOT to another Office

• When transferring an SOT to another RGCC registered practice, we highly recommend having the patient complete a Release of Records (ROR) form. There is usually a line for "Other." This is where you would indicate the transfer of the SOT. The SOT should be sent to the other office via courier service (FedEx, UPS, etc.). NEVER send a therapy directly to the patient. The ROR and courier ensure the chain of custody so all parties can be protected legally and remain confident the therapy was not contaminated in any way due to mishandling.

Cross-Branch Orders

• Definition: Orders placed by a physician located in a different country than the patient, and these countries are under the direction of different branch offices. (ex. Physician is in the US or Canada. The patient is in the UK or Germany)
• Each branch office functions as an independent entity within the RGCC Network and facilitates orders for physicians in countries within its jurisdiction. Cross Branch orders are an exception to this rule.
• Regulations regarding shipping of biological substances varies from country to country. The branch office responsible for each specific country is versed in these regulations and can facilitate proper shipping and handling from the country where the blood sample is being shipped from.
• The order MUST be placed through the branch office where the patient resides or where the blood is being drawn and shipped from. The order is NOT placed through the branch where the physician is located.
• You will NOT place these orders in the North American portal. To place a Cross Branch order for a patient in a different country, please follow the instructions below.
• How to Register for other Branch Offices
  • Send an email explaining where your office is located and ask for the branch office that handles orders for the country where the patient is located.
  • Send the email to office@rgcc-international.com, office@rgcc-genlab.com, and info@rgcc-international-northamerica.com. Please send this email to all 3 addresses.
  • You will be given contact information for the branch office you will need to connect with to place the order.
  • Since the North America branch portal is the only portal that contains the in-portal payment system, you will need to be given login credentials for the portal used in the rest of the world. The order process within the portal is the same, but kit ordering, and payment are facilitated through the branch.Since each branch operates independently, you will follow the guidance they provide to complete your order. The North America branch will not be able to assist with placing or tracking these orders.

Pricing Policy

• Up-Charging for RGCC related tests and therapies is strictly prohibited.
  • All RGCC pricing for tests and therapies is published on the RGCC website and available to patients upon request.
  • The prices of tests and therapies are fixed, published, and should not be changed.
    • However, that does not prohibit you from charging fees for consultations, blood draws, administrative time, or any other services you may provide in order to administer the test and/or therapies. This is standard practice in any office. We do not expect you to provide all of these services without charge. Your time and expertise have value and we support you in billing for them. We simply ask you not to upcharge the price of the tests and therapies themselves.
• Here are a few models you can use:
  • A La Carte:
    • List the price of the test, separately from other service fees.
  • Bundled:
    • Present a single price for testing/therapy + additional in-office services necessary for the proper administration of the test and/or therapy.
    • Present the bundle as a “Package” (ex. SOT Bundle or SOT Package) to avoid the appearance of asking an inflated price that differs from the published price of the single test or therapy.
    • Make sure to list all items included in the bundled or package to demonstrate the value of the price being quoted.

In both instances, the price of RGCC tests and therapies remains fixed, while you bill for the additional value of the services you provide.

Pricing Policy – Kits/Supplies/Shipping Fees

• Charging for RGCC related supplies and shipping is strictly prohibited.
  • The cost of all testing supplies and shipping fees are included in the price of the tests and therapies, therefore, these supplies are provided to your office at no charge.
  • These statements are published on the website.
  • The patient has already paid for these items.
  • Charging for them again can be seen as fraud.

Payment Policy

This policy applies to all manual invoices issued for charges that are not able to be paid for with the in-portal payment system. (ex. Upgrades or additional substances)

• All manual invoices will be sent to your email address. It is your responsibility to forward the invoice to the patient if you wish for the patient to pay directly.
• All invoices are the responsibility of the ordering physician even if the invoice is to be paid by the patient.
• You are, as the registered physician, the RGCC customer, and therefore, responsible for all open or outstanding balances.
• If a patient does not pay the manual invoice, your office will be contacted to make sure the payment is made.
• If the payment remains unpaid beyond 60 days, the registered office will be placed on probation.
• If the payment remains unpaid beyond 90 days, your portal access will be locked, and you will not be able to place additional orders, until the account is brought current.