Refunds & Fees Policy

Last updated: 5 May 2025

This policy outlines the conditions under which refunds are issued and details the procedures and fees associated with cancellations, rescheduling, and no-shows for appointments.

Definitions:

• Late Cancellation: Canceling an appointment less than 8 hours before the scheduled time.
• Late Rescheduling: Requesting a change to 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 when the provider is available.

1. Conditions for Full Refund:

A full refund of the appointment cost can be requested and issued in the following cases:

1. Timely Cancellation: A patient cancels their appointment at least 8 hours before the scheduled time.
2. Provider Cancellation/Rescheduling: A provider cancels or reschedules the appointment prior to its time, and the patient declines the option to reschedule.
3. Technical Issues (Provider Side): Technical issues on the provider’s side prevent the consultation from starting. MEDvidi specialists will first attempt to reschedule. If rescheduling is not feasible, a full refund will be provided.
4. Incorrect Provider Assignment: A patient is scheduled with a provider not licensed in their state, and rescheduling with an appropriate provider is not possible.
5. Provider No-Show/Late Arrival: The provider fails to attend or arrives 15 minutes or more late for the scheduled appointment, and the patient opts for a refund instead of rescheduling.
6. Unavailable Time Slots: A patient has paid for a visit, but no suitable appointment times are available within a reasonable timeframe.

2. Conditions Where Refunds Are Not Issued / Fees Apply:

Refunds cannot be requested, and fees may apply in the following cases:

• Appointment Started: Once an appointment begins, no refund can be issued unless circumstances described in points 1.3 (Technical Issues – Provider Side) or 1.4 (Incorrect Provider Assignment) apply.
• Late Cancellation or Rescheduling (Patient): If a patient cancels or requests to reschedule less than 8 hours before the scheduled appointment time, a refund is not issued, and a $50 Late Cancellation/Rescheduling Fee will be charged.
• No-Show (Patient): If a patient fails to attend a scheduled appointment or fails to log in within 5 minutes of the scheduled time, and the provider was available, a refund is not warranted. A $100 No-Show Fee will be charged.
  • Note: Any outstanding No-Show or Late Cancellation/Rescheduling fees must be paid before a new appointment can be scheduled.
• External Issues (Patient Side): MEDvidi is not responsible for external factors impacting the consultation on the patient’s side (e.g., internet connectivity).
• Pharmacy/Medication Issues: Refunds will not be issued if a pharmacy refuses to fill a prescription due to their policies or stock availability. MEDvidi does not control pharmacy operations but can assist in finding alternatives. Patients are advised to check with their pharmacy beforehand regarding telehealth prescriptions.

3. Exceptions:

We understand that emergencies and unforeseen events occur. Exceptions to the Late Cancellation/Rescheduling Fee ($50) and the No-Show Fee ($100) may be considered on a case-by-case basis for documented emergencies, such as:

• Sudden, unforeseen medical emergencies requiring immediate attention.
• Severe weather conditions that interfere with the ability to attend the audio/visual appointment.
• Unforeseen significant personal crises.

To request an exception, patients must contact our administrative 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 customer support by phone (504) 414-5095, SMS (504) 414-5095, or email [email protected]. Provide your full name, date of birth, phone number, 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 (except for documented emergencies) must be made within 15 days of the payment date if no services have been provided and the situation falls under Section 1. For documented emergencies, documentation must be provided within 72 hours of the missed appointment.
• Processing Time: Approved refunds are processed by MEDvidi within 2-3 business days. It may take up to 28 additional business days for the funds to appear in your bank account, depending on your bank.
• Method: Refunds are issued via the original payment method.

5. Communication of Policy:

• This policy will be provided during the patient intake/sign-up process.
• Patients must acknowledge and agree to this policy before commencing services.
• Reminders of the cancellation/rescheduling/no-show aspects of this policy will be included in appointment confirmations and reminders.

6. Payment of Fees:

• Late Cancellation, Late Rescheduling, and No-Show fees are the patient’s responsibility and are not typically covered by insurance.
• Fees must be paid by the patient via their personal portal, or they will be deducted from any eligible refund amount before the refund is issued.

7. Changes to Policy:

MEDvidi reserves the right to update or modify this policy at any time without prior notice. Changes will be posted on our website and become effective immediately.