Refund Policy

Refund Policy
Policy Number: MH-2024-10
Effective Date: 3/2/2019
Reviewed/Updated: 10/29/2024
Owner: Dan Church
Applies To: All patients and services provided by Modyfi

1. Purpose

The purpose of this refund policy is to provide clear guidelines regarding refund eligibility and procedures for payments made to Modyfi. This policy aims to ensure a fair, consistent, and transparent process for addressing refund requests.

2. Scope

This policy applies to all payments made by patients or their representatives for services provided by Modyfi. It includes payments for consultations, treatment sessions, and any additional services provided by our licensed professionals.

3. Policy Statement

Refunds are provided under specific conditions as outlined below. Patients and clients are encouraged to review this policy carefully to understand eligibility for a refund before requesting one. Refunds are generally not provided for services already rendered unless due to clinic error or extenuating circumstances.

4. Refund Eligibility Criteria

4.1 Services Not Rendered

  1. Prepaid Sessions

    • If a prepaid session (e.g., therapy, psychiatry, or nutrition appointment) is canceled by the clinic or due to clinic error, the patient is eligible for a full refund of the session fee.

    • Action: Patients may choose to reschedule instead of receiving a refund.

  2. Patient-Initiated Cancellations

    • Cancellation With Notice: Patients who cancel at least 24 hours in advance are eligible for a full refund or may apply the payment as a credit for future services.

    • Late Cancellations and No-Shows: No refunds are issued for cancellations made with less than 24 hours' notice or for missed appointments without prior notice, except under exceptional circumstances (e.g., medical emergency).

4.2 Services Partially Rendered

  1. Interrupted Sessions

    • If a session is interrupted or incomplete due to technical issues, clinic disruptions, or similar unforeseen circumstances, a partial refund or rescheduling option will be offered based on the duration of the session completed.

    • Documentation: Clinical staff will document the session’s interruption, and billing will adjust accordingly.

  2. Dissatisfaction with Services

    • Refunds for dissatisfaction with services are generally not provided. Patients experiencing concerns with their care are encouraged to discuss these issues with their provider or a clinic administrator to explore other resolution options.

4.3 Prepaid Packages and Memberships

  1. Prepaid Service Packages

    • If a patient requests a refund for an unused portion of a prepaid service package (e.g., a block of therapy sessions), they may be eligible for a prorated refund for the unused sessions.

    • Conditions: Refunds on packages are calculated based on the full single-session rate, rather than the discounted package rate, for completed sessions. A 10% administrative fee may apply to package refunds.

  2. Memberships or Subscription Plans

    • Refunds are not issued for partial months or unused time on membership plans. However, patients may cancel their membership with a 30-day notice, and access to services will continue through the end of the billing period.

5. Refund Process

5.1 Requesting a Refund

  1. Submission

    • Patients must submit refund requests in writing within 30 days of the session or payment date. Requests should be sent to billing@modyfihealth.com via email or mail.

    • Information Required: Requests must include the patient’s name, appointment date(s), reason for the refund, and any relevant documentation (e.g., proof of emergency).

  2. Review and Approval

    • The billing department will review each refund request within 10 business days. If further information is needed, patients will be contacted to clarify or provide documentation.

5.2 Processing the Refund

  1. Approved Refunds

    • Approved refunds will be processed within 15 business days of approval. Refunds are issued to the original payment method when possible; if unavailable, a check will be mailed to the patient’s address on file.

  2. Denied Refunds

    • If a refund request is denied, a written explanation will be provided to the patient within 15 business days. Patients may appeal the decision by contacting clinic administration.

6. Policy Exceptions

Exceptions to this policy may be made at the discretion of clinic administration based on unique circumstances, such as unforeseen medical issues or clinic scheduling errors. All exceptions must be documented in the patient’s record and approved by [Clinic Administrator].

7. Policy Review

This policy is subject to review annually or as needed to ensure compliance with state laws and to adapt to clinic policy changes.