Legal
Refund & Cancellation Policy
Last updated:
Healthaide Refund and Cancellation Policy
This Refund and Cancellation Policy (Policy) explains Healthaide’s rules for cancellations, renewals, billing, refunds, chargebacks, and payment default handling. This Policy applies to:
technology subscriptions and related service fees paid by clinics, partners, and other business clients
any administrative fees charged by Healthaide in connection with program setup, account launch, and ongoing platform servicing
patient care related charges processed through Healthaide-supported workflows, including prescription fulfillment
This Policy is intended to be read together with the applicable agreement, order form, and any other terms accepted through e-sign (Agreement). If there is a conflict between this Policy and an executed Agreement, the executed Agreement controls.
Clinical decisions are independent of payment
Healthaide does not sell prescriptions. Prescriptions, treatment plans, and clinical recommendations are determined solely by the treating clinician based on medical necessity, patient eligibility, and applicable state and federal requirements. Payment does not guarantee that a prescription will be issued, that a specific medication will be prescribed, or that a patient will qualify for treatment.
Definitions
Healthaide, we, us, or our means Healthaide LLC.
Client means any clinic, partner, brand, or other business entity that pays Healthaide for technology access, operational support, or related services.
Patient means an end user who receives care through a clinic or program supported by Healthaide.
Subscription means the recurring technology fee and any associated recurring charges for ongoing platform access.
Setup Fee means the one-time fee charged to configure, launch, and activate a Client account for operations.
Annual Servicing Fee means the annual fee charged for audits, maintenance, and system updates.
Setup fees and account launch
Healthaide charges a Setup Fee to configure and launch a Client account for operation.
Because setup work begins immediately and includes labor, configuration, and provisioning of services, Setup Fees are non-refundable once paid, except where required by law or where Healthaide approves a refund in writing under the Refunds section below.
Subscriptions, auto-renewal, and auto-billing
Unless otherwise stated in the Agreement, Healthaide Subscriptions renew automatically and are billed automatically using the payment method on file.
Subscription fees may include technology access fees and other recurring fees that apply to a Client’s selected program and partner arrangements.
By subscribing, the Client authorizes Healthaide (and its payment processors) to charge the payment method on file for:
recurring Subscription charges at the billing cadence disclosed at checkout or in the Agreement
the Annual Servicing Fee at the cadence described below
applicable taxes, if any
any approved pass-through or usage-based fees described in the Agreement
30-day cancellation policy
Clients may cancel their Subscription within thirty (30) days of cancellation notice (30-day cancellation). Cancellation stops future renewals after the 30-day cancellation period ends.
Cancellation does not reverse or refund charges already incurred, including:
Setup Fees
Subscription charges for the current billing period
charges incurred during the 30-day cancellation period
any amounts due for services already delivered or in progress
Clients are responsible for ensuring cancellation is completed using the in-platform self-cancel feature when available.
If self-cancel is not available due to technical issues, the Client must notify Healthaide in writing at support@healthaide.io. Healthaide may request verification to confirm the request is authorized.
Patient cancellations are handled by the clinic
This 30-day cancellation policy applies to Clients. Patient appointment cancellations, patient membership cancellations, and patient care related cancellations are governed by the treating clinic or medical group’s policies, unless Healthaide is explicitly listed as the patient-facing provider of record for a specific program.
Annual servicing fee
Healthaide charges an Annual Servicing Fee of $100 for audits, maintenance, and system updates.
Unless otherwise stated in the Agreement, the Annual Servicing Fee is billed annually and auto-charged to the payment method on file.
The Annual Servicing Fee is non-refundable once billed, except where required by law or where Healthaide approves a refund in writing under the Refunds section below.
Refunds
All sales are final.
Patient administrative fees and telehealth visit fees
If a patient pays a non-medication fee such as an administrative fee, onboarding fee, or telehealth visit fee, that fee may be non-refundable once the visit is scheduled, the intake is processed, or the clinical review has begun, except where required by law. Where permitted, Healthaide may approve a refund only for confirmed duplicate charges or confirmed billing errors caused solely by Healthaide.
Healthaide does not provide refunds, credits, or proration for any fees or charges, including Setup Fees, Subscriptions, annual fees, usage-based fees, or other charges, except where required by law.
If Healthaide determines, in its sole discretion, that a refund is appropriate due to a justified reason, Healthaide may approve a refund on a case-by-case basis.
Healthaide has sole discretion to:
decide whether a reason is justified
decide whether a refund will be issued
decide the form of any refund, including a refund to the original payment method, a credit, or another remediation
decide the amount of any refund, including partial refunds
Examples of reasons that may be considered justified include a confirmed duplicate charge or a confirmed billing error caused solely by Healthaide. These examples are not promises and do not limit Healthaide’s discretion.
No refunds for medication, dispensing, and fulfilled orders
For patient care workflows supported by Healthaide, medication and prescription fulfillment charges are final once processing or fulfillment begins. Healthaide does not allow returns of medication. If a prescription is issued and transmitted to a pharmacy, or if dispensing, shipping, or fulfillment has started, charges are non-refundable.
Clinical outcomes and adverse reactions do not create a right to a refund. Patients should contact their treating clinician through appropriate clinical channels for medical guidance, side effect management, or changes in therapy.
No refunds based on prescribing decisions
If a clinician determines that a patient is not eligible for treatment, that a medication is not clinically appropriate, or that care must be delayed pending labs, follow-up, verification, or state-specific requirements, that decision does not create a refund right. Any refund eligibility is determined only under the Refunds section of this Policy or where required by law.
Fulfillment and third parties
Prescription fulfillment, laboratory testing, shipping, and payment processing may be performed by third parties, including pharmacies, laboratories, shipping carriers, and payment processors.
Third parties control their own policies and operational timelines. Healthaide does not guarantee third-party delivery timelines or outcomes.
Client acknowledges that once third-party fulfillment begins, charges may be irreversible and Healthaide may be unable to reverse or recover funds.
Payment defaults, failed payments, and access restriction
Healthaide may allow Clients to add and maintain a fallback payment method. If the primary payment method fails, Healthaide may attempt to charge the fallback payment method to keep the account in good standing and avoid service interruption.
Clients are responsible for keeping all payment methods current and authorized.
If a payment method fails, a payment is declined, or amounts become past due, Healthaide will provide up to three (3) notices to the Client to complete payment.
Notices may be provided by email, in-app notification, SMS where enabled, or other reasonable means.
If payment is not collected after the notices, Healthaide will restrict the Client account.
During restriction, the Client will not have access to any page or functionality other than the payment page within the Client’s account.
Healthaide may also suspend services, disable access, or pause operational support until all past due amounts are paid.
Healthaide may charge a reasonable reactivation or administrative fee where permitted and where disclosed in the Agreement.
Patient continuity during Client downtime
If a Client account is restricted due to non-payment and this causes the Client’s patient-facing experience to be offline or unavailable, Healthaide may notify Patients that the clinic is temporarily offline.
During the period of restriction, Healthaide may assume patient support responsibility to maintain continuity of care operations.
For the duration that Patients are under Healthaide care due to Client restriction or downtime, Client agrees that Healthaide will assume all earnings associated with those Patients and that such earnings will not be collected by the clinic for that period.
Client acknowledges that continuity actions are operational and patient-safety driven. Continuity actions do not waive any amounts owed by Client.
Patient safety and continuity are prioritized
Continuity steps are designed to support patient safety and ensure patients are not left without a support pathway. Continuity actions may include routing patients to appropriate support channels, providing general guidance on accessing their clinic or pharmacy, and facilitating continuity workflows as permitted by applicable law and contract.
Chargebacks and payment disputes
Clients must contact support@healthaide.io before initiating any chargeback, reversal, or payment dispute.
If a Client initiates a chargeback or dispute without first providing Healthaide a reasonable opportunity to investigate and resolve the issue, Healthaide may:
restrict or suspend the Client account
require alternative payment methods
provide documentation to the payment processor regarding the Services delivered, including logs, acknowledgments, and e-sign records
pursue recovery of amounts owed, including collections and legal remedies where permitted
Client agrees that e-sign acceptance, platform logs, provisioning records, and service delivery records may be used to dispute chargebacks and demonstrate authorization.
How to request review of a billing issue
If you believe a billing error occurred, you must contact support@healthaide.io and include:
the Client legal name
the billing email
invoice number or transaction details
a clear description of the issue
documentation supporting the request
Healthaide may request additional documentation.
Submitting a request does not guarantee a refund.
Changes to this Policy
We may update this Policy from time to time. Updates are effective when posted.
Contact
Healthaide LLC
Support: support@healthaide.io
Legal: legal@healthaide.io
Patients: pc@healthaide.io
Legal
Refund & Cancellation Policy
Last updated:
Healthaide Refund and Cancellation Policy
This Refund and Cancellation Policy (Policy) explains Healthaide’s rules for cancellations, renewals, billing, refunds, chargebacks, and payment default handling. This Policy applies to:
technology subscriptions and related service fees paid by clinics, partners, and other business clients
any administrative fees charged by Healthaide in connection with program setup, account launch, and ongoing platform servicing
patient care related charges processed through Healthaide-supported workflows, including prescription fulfillment
This Policy is intended to be read together with the applicable agreement, order form, and any other terms accepted through e-sign (Agreement). If there is a conflict between this Policy and an executed Agreement, the executed Agreement controls.
Clinical decisions are independent of payment
Healthaide does not sell prescriptions. Prescriptions, treatment plans, and clinical recommendations are determined solely by the treating clinician based on medical necessity, patient eligibility, and applicable state and federal requirements. Payment does not guarantee that a prescription will be issued, that a specific medication will be prescribed, or that a patient will qualify for treatment.
Definitions
Healthaide, we, us, or our means Healthaide LLC.
Client means any clinic, partner, brand, or other business entity that pays Healthaide for technology access, operational support, or related services.
Patient means an end user who receives care through a clinic or program supported by Healthaide.
Subscription means the recurring technology fee and any associated recurring charges for ongoing platform access.
Setup Fee means the one-time fee charged to configure, launch, and activate a Client account for operations.
Annual Servicing Fee means the annual fee charged for audits, maintenance, and system updates.
Setup fees and account launch
Healthaide charges a Setup Fee to configure and launch a Client account for operation.
Because setup work begins immediately and includes labor, configuration, and provisioning of services, Setup Fees are non-refundable once paid, except where required by law or where Healthaide approves a refund in writing under the Refunds section below.
Subscriptions, auto-renewal, and auto-billing
Unless otherwise stated in the Agreement, Healthaide Subscriptions renew automatically and are billed automatically using the payment method on file.
Subscription fees may include technology access fees and other recurring fees that apply to a Client’s selected program and partner arrangements.
By subscribing, the Client authorizes Healthaide (and its payment processors) to charge the payment method on file for:
recurring Subscription charges at the billing cadence disclosed at checkout or in the Agreement
the Annual Servicing Fee at the cadence described below
applicable taxes, if any
any approved pass-through or usage-based fees described in the Agreement
30-day cancellation policy
Clients may cancel their Subscription within thirty (30) days of cancellation notice (30-day cancellation). Cancellation stops future renewals after the 30-day cancellation period ends.
Cancellation does not reverse or refund charges already incurred, including:
Setup Fees
Subscription charges for the current billing period
charges incurred during the 30-day cancellation period
any amounts due for services already delivered or in progress
Clients are responsible for ensuring cancellation is completed using the in-platform self-cancel feature when available.
If self-cancel is not available due to technical issues, the Client must notify Healthaide in writing at support@healthaide.io. Healthaide may request verification to confirm the request is authorized.
Patient cancellations are handled by the clinic
This 30-day cancellation policy applies to Clients. Patient appointment cancellations, patient membership cancellations, and patient care related cancellations are governed by the treating clinic or medical group’s policies, unless Healthaide is explicitly listed as the patient-facing provider of record for a specific program.
Annual servicing fee
Healthaide charges an Annual Servicing Fee of $100 for audits, maintenance, and system updates.
Unless otherwise stated in the Agreement, the Annual Servicing Fee is billed annually and auto-charged to the payment method on file.
The Annual Servicing Fee is non-refundable once billed, except where required by law or where Healthaide approves a refund in writing under the Refunds section below.
Refunds
All sales are final.
Patient administrative fees and telehealth visit fees
If a patient pays a non-medication fee such as an administrative fee, onboarding fee, or telehealth visit fee, that fee may be non-refundable once the visit is scheduled, the intake is processed, or the clinical review has begun, except where required by law. Where permitted, Healthaide may approve a refund only for confirmed duplicate charges or confirmed billing errors caused solely by Healthaide.
Healthaide does not provide refunds, credits, or proration for any fees or charges, including Setup Fees, Subscriptions, annual fees, usage-based fees, or other charges, except where required by law.
If Healthaide determines, in its sole discretion, that a refund is appropriate due to a justified reason, Healthaide may approve a refund on a case-by-case basis.
Healthaide has sole discretion to:
decide whether a reason is justified
decide whether a refund will be issued
decide the form of any refund, including a refund to the original payment method, a credit, or another remediation
decide the amount of any refund, including partial refunds
Examples of reasons that may be considered justified include a confirmed duplicate charge or a confirmed billing error caused solely by Healthaide. These examples are not promises and do not limit Healthaide’s discretion.
No refunds for medication, dispensing, and fulfilled orders
For patient care workflows supported by Healthaide, medication and prescription fulfillment charges are final once processing or fulfillment begins. Healthaide does not allow returns of medication. If a prescription is issued and transmitted to a pharmacy, or if dispensing, shipping, or fulfillment has started, charges are non-refundable.
Clinical outcomes and adverse reactions do not create a right to a refund. Patients should contact their treating clinician through appropriate clinical channels for medical guidance, side effect management, or changes in therapy.
No refunds based on prescribing decisions
If a clinician determines that a patient is not eligible for treatment, that a medication is not clinically appropriate, or that care must be delayed pending labs, follow-up, verification, or state-specific requirements, that decision does not create a refund right. Any refund eligibility is determined only under the Refunds section of this Policy or where required by law.
Fulfillment and third parties
Prescription fulfillment, laboratory testing, shipping, and payment processing may be performed by third parties, including pharmacies, laboratories, shipping carriers, and payment processors.
Third parties control their own policies and operational timelines. Healthaide does not guarantee third-party delivery timelines or outcomes.
Client acknowledges that once third-party fulfillment begins, charges may be irreversible and Healthaide may be unable to reverse or recover funds.
Payment defaults, failed payments, and access restriction
Healthaide may allow Clients to add and maintain a fallback payment method. If the primary payment method fails, Healthaide may attempt to charge the fallback payment method to keep the account in good standing and avoid service interruption.
Clients are responsible for keeping all payment methods current and authorized.
If a payment method fails, a payment is declined, or amounts become past due, Healthaide will provide up to three (3) notices to the Client to complete payment.
Notices may be provided by email, in-app notification, SMS where enabled, or other reasonable means.
If payment is not collected after the notices, Healthaide will restrict the Client account.
During restriction, the Client will not have access to any page or functionality other than the payment page within the Client’s account.
Healthaide may also suspend services, disable access, or pause operational support until all past due amounts are paid.
Healthaide may charge a reasonable reactivation or administrative fee where permitted and where disclosed in the Agreement.
Patient continuity during Client downtime
If a Client account is restricted due to non-payment and this causes the Client’s patient-facing experience to be offline or unavailable, Healthaide may notify Patients that the clinic is temporarily offline.
During the period of restriction, Healthaide may assume patient support responsibility to maintain continuity of care operations.
For the duration that Patients are under Healthaide care due to Client restriction or downtime, Client agrees that Healthaide will assume all earnings associated with those Patients and that such earnings will not be collected by the clinic for that period.
Client acknowledges that continuity actions are operational and patient-safety driven. Continuity actions do not waive any amounts owed by Client.
Patient safety and continuity are prioritized
Continuity steps are designed to support patient safety and ensure patients are not left without a support pathway. Continuity actions may include routing patients to appropriate support channels, providing general guidance on accessing their clinic or pharmacy, and facilitating continuity workflows as permitted by applicable law and contract.
Chargebacks and payment disputes
Clients must contact support@healthaide.io before initiating any chargeback, reversal, or payment dispute.
If a Client initiates a chargeback or dispute without first providing Healthaide a reasonable opportunity to investigate and resolve the issue, Healthaide may:
restrict or suspend the Client account
require alternative payment methods
provide documentation to the payment processor regarding the Services delivered, including logs, acknowledgments, and e-sign records
pursue recovery of amounts owed, including collections and legal remedies where permitted
Client agrees that e-sign acceptance, platform logs, provisioning records, and service delivery records may be used to dispute chargebacks and demonstrate authorization.
How to request review of a billing issue
If you believe a billing error occurred, you must contact support@healthaide.io and include:
the Client legal name
the billing email
invoice number or transaction details
a clear description of the issue
documentation supporting the request
Healthaide may request additional documentation.
Submitting a request does not guarantee a refund.
Changes to this Policy
We may update this Policy from time to time. Updates are effective when posted.
Contact
Healthaide LLC
Support: support@healthaide.io
Legal: legal@healthaide.io
Patients: pc@healthaide.io