Skip to main content

Refunds & Fees Policy

Last updated: May 5, 2025

This Refunds & Fees Policy outlines the conditions under which refunds may be issued and explains the procedures and applicable fees related to appointment cancellations, rescheduling, and missed appointments. Our goal is to ensure fairness and transparency for all patients while maintaining the efficiency of our healthcare operations.

Definitions

  • Late Cancellation: Canceling an appointment less than 8 hours before the scheduled time.
  • Late Rescheduling: Requesting to change the appointment time less than 8 hours before the scheduled time.
  • No-Show: Failing to attend a scheduled appointment without prior notice or failing to log in within 5 minutes of the scheduled appointment time while the provider is available.

1. Conditions for Full Refund

A full refund of the appointment cost may be granted in the following cases:

  • Timely Cancellation: The patient cancels their appointment at least 8 hours before the scheduled time.
  • Provider Cancellation/Rescheduling: The provider cancels or reschedules the appointment before the scheduled time, and the patient declines the option to reschedule.
  • Technical Issues (Provider Side): Technical difficulties on the provider’s end prevent the session from taking place. Our support team will first attempt to reschedule. If rescheduling is not feasible, a full refund will be issued.
  • Incorrect Provider Assignment: The patient is assigned a provider not licensed in their state, and rescheduling with an appropriate provider is not possible.
  • Provider No-Show/Late Arrival: If the provider fails to attend or arrives 15 minutes or more late, and the patient chooses not to reschedule, a full refund will be provided.
  • Unavailable Time Slots: If a patient pays for a session but no suitable time slots are available within a reasonable period, a full refund will be processed.

2. Conditions Where Refunds Are Not Issued / Fees Apply

Refunds will not be issued, and fees may apply under the following circumstances:

  • Appointment Started: Once an appointment begins, refunds cannot be issued unless covered under Sections 1.3 or 1.4.
  • Late Cancellation or Rescheduling (Patient): If a patient cancels or reschedules less than 8 hours before the appointment, no refund is provided, and a $50 Late Cancellation/Rescheduling Fee will be charged.
  • No-Show (Patient): Failure to attend or log in within 5 minutes of the scheduled appointment time results in no refund. A $100 No-Show Fee will be applied.
  • External Issues (Patient Side): Refunds are not issued for issues caused by the patient’s device, internet, or other external factors.
  • Pharmacy or Medication Issues: Refunds are not provided if a pharmacy refuses to fill a prescription due to their policies or inventory. Our team may assist in finding an alternative, but pharmacy operations are outside our control.

Note: All outstanding Late Cancellation, Late Rescheduling, or No-Show fees must be paid before scheduling a new appointment.

3. Exceptions

We understand that emergencies may arise. Exceptions to the Late Cancellation/Rescheduling Fee ($50) and No-Show Fee ($100) may be granted for documented emergencies, such as:

  • Unforeseen medical emergencies requiring immediate attention.
  • Severe weather conditions impacting the ability to attend the virtual session.
  • Unexpected significant personal crises.

To request an exception, please contact our support team as soon as possible and provide valid documentation (e.g., official medical document) within 72 hours of the missed appointment.

4. Refund Process

  • Request: Contact our support team by phone at (504) 414-5095 or email at support@yourdomain.com. Include your full name, date of birth, appointment date, and a detailed reason for the refund request.
  • Response: A support specialist will respond within 48–72 hours.
  • Timeframe for Request: Refund requests must be submitted within 15 days of payment if no services have been rendered. For emergencies, documentation must be provided within 72 hours.
  • Processing Time: Approved refunds are processed within 2–3 business days. Depending on your bank, it may take up to 28 additional business days for funds to appear.
  • Method: Refunds are issued via the original payment method.

5. Communication of Policy

  • This policy is presented during the sign-up and intake process.
  • Patients must acknowledge and agree to this policy before using our services.
  • Reminders regarding cancellations, rescheduling, and no-show terms will be included in appointment confirmations and notifications.

6. Payment of Fees

All Late Cancellation, Rescheduling, and No-Show fees are the patient’s responsibility and are not typically covered by insurance. These fees can be paid directly via the patient portal or deducted from any applicable refund amount prior to issuance.

7. Changes to Policy

We reserve the right to modify or update this Refunds & Fees Policy at any time without prior notice. Any updates will be posted on our website and will take effect immediately upon publication.