Cancellation and refund policy
Effective: 2026-09-30 · Version 1.0
Our cancellation and refund policy is simple: we charge the US$79 when you request the visit. We refund you in full if the visit can't take place, for example if we can't confirm you are in Puerto Rico, a minor's parent or guardian is not present, or no doctor is available. If you cancel before the visit, you also get everything back. Refunds take 5 to 10 business days.
When you are charged
The US$79 is charged to your card when you request the visit, on Stripe's secure page. It is charged by The Health Initiative. See pricing.
Refund policy: full refund if the visit can't take place
We refund the full US$79, without you having to ask, if the visit can't take place for any of these reasons:
- No doctor is available to see you, or we can't agree a time with you.
- We can't confirm that the patient is physically in Puerto Rico.
- The patient is under 21 and the parent with patria potestad (parental authority) or legal guardian is not present, or their ID can't be verified.
- The patient is under 6 months old.
- At the start it is clear that this is an emergency, and the doctor tells you to go to the ER instead of having the visit.
- A technical problem prevents the visit and it can't be rescheduled.
If you cancel before the visit
You can cancel at any time before the visit and we refund you in full. Email [email protected] from the email address you used to pay. If you prefer, you can ask for another time instead of cancelling.
Technical problems during the video visit
If the connection fails, the doctor will try to reconnect or offer you another time. If the visit can't take place, we refund you in full. To avoid problems, read what you need for the video visit.
How and when you get your refund
The refund goes through Stripe to the same card you paid with. Stripe says the credit usually shows on your statement 5 to 10 business days later, depending on your bank. If the refund is made soon after the payment, the charge may simply drop off your statement instead of a separate credit appearing. If you don't see it after 10 business days, email us and we will give you the refund reference to check with your bank.
Good Faith Estimate
Because you pay without using insurance, you have the right to a Good Faith Estimate of the cost of your visit. If you get a bill that is at least US$400 more than that estimate, you can dispute it. See the Good Faith Estimate.
Questions and disputes
If you have a question or disagree with a charge, email us first at [email protected]: we want to sort it out. See also contact.
Frequently asked questions
- What is your cancellation and refund policy?
- Full refund if the visit can't take place, including if your location in Puerto Rico or the guardian's presence can't be confirmed, or no doctor is available. If you cancel before the visit, you also get a full refund.
- How long does a refund take?
- Stripe says it usually takes 5 to 10 business days to show on your statement, depending on your bank.
- How do I cancel?
- Email [email protected] before the visit, from the email address you used to pay.
Sources
- Refunds: how long they take (Stripe) (accessed 2026-09-30)