I'd like a refund. How do I get one?

If you are unsatisfied with your experience with HealthTap, please review our Payment Agreement and submit a refund request form.

To be eligible for a refund, you must meet the following conditions:

  • HealthTap may offer full or partial refunds for credits at its sole and absolute discretion and on a case-by-case basis. HealthTap will consider refunds in instances where HealthTap’s technology is faulty or where the services from a HealthTap doctor were inappropriate. All refund requests require a documented explanation supporting your request for a refund, and all such requests are subject to review for approval. All determinations of your eligibility for a refund are made solely by HealthTap and are final once HealthTap reaches its decision.
  • We will not refund any copayments, coinsurance, deductibles, fees for uncovered or denied services, or amounts paid for by your insurance provider.
  • You are not eligible for a refund of subscription fees if it is determined at HealthTap's discretion that you, at any time, have violated these Terms or HealthTap's conduct guidelines (including but not limited to any use of inappropriate language or behavior).

Subscription Refunds

  • If you cancel HealthTap’s Premium Plan and your subscription has not expired, you may continue to use HealthTap’s Premium plan until the end of your then-current subscription term and your subscription will not be renewed. However, you won’t be eligible for a prorated refund of any portion of the Subscription Fee.

  • If you have subscribed to but not used HealthTap’s Premium Plan and would like to cancel HealthTap’s Premium Plan effective immediately, HealthTap will refund you an amount equivalent to one month of Subscription Fees. Any such refund would be credited back to the payment method used to pay the Subscription Fee.

Rescheduling, Cancellations, and No Shows:

  • You may request to schedule an appointment with the Medical Expert of your choosing via the App ("Appointment"). You will receive a notification through the App when the Appointment has been confirmed. You acknowledge that HealthTap's Medical Experts provide services to multiple users, and that your failure to attend or timely cancel an Appointment may prevent that Medical Expert from providing services to another user. You may cancel your Appointment through the App without penalty at least 2 hours in advance of your Appointment. If you cancel your Appointment within 2 hours in advance of your Appointment, you will be charged a late fee of $20. In the event you fail to timely cancel an Appointment or do not join the Virtual Consult within 15 minutes following the time your Appointment begins, you will still be charged for the Appointment in full.

When submitting a refund request, please be sure to submit a documented explanation supporting your request for a refund including the following details:

  • First name (primary account holder)

  • Last name (primary account holder)

  • Email address (primary account holder)

  • Phone number (if applicable)

  • The reason for your refund request and a statement supporting your reason for refund request

  • The date, time, and time zone of the virtual visit you wish to be refunded for (if applicable)

  • If a technical issue please provide, device type and model, access point (app, web browser)

Please note that all refund requests submitted are subject to a review by our Support team. Please allow 2-3 business days for your refund request to be reviewed. If you are requesting a refund through PayPal, you will need to issue the request within 180 days of the subsequent charge otherwise we cannot process it as PayPal doesn't allow refunds after the 180 days. All determinations of the eligibility of a refund are final once a decision is reached. Once the refund request has been processed, the Support team will follow up with you. 

 

 

 

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