Cancellation and refund policy

You pay by card, on Stripe's secure page, when you request your visit, and The Health Initiative charges it. The price depends on the visit type you choose and you see it before you pay: see pricing.

If your visit is 24 hours or more away, you can cancel it for a full refund, or change the time at no cost, up to 2 times. Do it from your portal or from the link in your confirmation email. If you don't have a portal, email [email protected] from the address you used to pay.

If your visit is less than 24 hours away, it can no longer be cancelled or changed, and there is no refund: the doctor has that time reserved for you and your consent is signed.

If you choose a time less than 24 hours away, for example a visit today, we tell you before you confirm: that time can't be cancelled or changed.

If you don't join in the first 10 minutes of your visit, it counts as a no-show and there is no refund. If you had a problem, email us: we may offer you another time once, as a courtesy.

We refund everything you paid, without you having to ask and even within 24 hours, if the clinic can’t see you for a reason on our side:

The follow-up visit covers a refill of a medicine you already take (non-controlled), which anyone can book, and a review of lab results, which is for existing patients only. The forms visit covers school or university forms and a medical certificate of an illness or condition the doctor evaluated.

If, in one of these visits, the doctor finds you need a full doctor visit, she explains why and, only with your consent, you pay the difference before continuing. If you don't accept, we refund what you paid. We never charge the difference without your consent. See the terms of service.

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.

Because you pay without using insurance, you have the right to a Good Faith Estimate of the cost of your visit, and to dispute a bill that is well above it. See the Good Faith Estimate.

If you have a question or disagree with a charge, email us first at [email protected] or call +1 (703) 899-3509: we want to sort it out. See also contact.