Refund & Cancellation Policy

Honest, fair, and human. Here's exactly how we handle refunds, cancellations, and billing disputes.

Effective Date: May 1, 2026  |  Last Updated: May 1, 2026

1. BetterCare Membership Cancellations

Our BetterCare program is designed to be flexible. No long-term contracts. Cancel anytime. But here's how the math works:

Monthly Plans (Lite $49, Plus $99, Complete $149)

• You can cancel at any time through your member account or by emailing help@thedoctor.me.
• When you cancel, you keep access through the end of your current billing period.
• Monthly fees already paid are non-refundable. We don't pro-rate or partially refund the current month.
• You will not be billed again starting the next billing cycle.

Annual Prepay Plans

• If you cancel an annual plan, you'll receive a prorated refund for unused months.
• An administrative fee of $99 applies to annual prepay refunds to cover lab work and intake costs already provided.
• Refund formula: (months remaining ÷ 12) × annual price − $99 admin fee.
• Prorated refunds are processed within 7-10 business days to the original payment method.

What Happens to Benefits at Cancellation

• Annual physical & lab panel — Available starting month 3 of membership. If you cancel before month 3, you forfeit the bundled annual physical and labs.
• IV infusion (1/year, Plus & Complete) — Once redeemed, it counts. If unused at cancellation, it's not transferable or refundable.
• Wholesale lab pricing — Discount applies during active membership only. Labs already drawn are not refundable.
• Medication prescriptions — Continue as long as your provider deems clinically appropriate, regardless of membership status.

Re-enrollment Fee

If you cancel BetterCare and rejoin within 12 months, a one-time $99 re-enrollment fee applies. This prevents subscribe-cancel-resubscribe gaming and helps us maintain fair pricing for committed members. After 12 months, no re-enrollment fee applies.

2. Medical Visits & Clinical Services

Visits Already Provided

• Once a medical visit is completed (in-person or telehealth), the service has been rendered and is non-refundable.
• Charges follow the rates of your insurance plan or the self-pay rate disclosed before your visit.
• If you believe a charge is incorrect, please contact billing within 30 days of the date of service.

Paid Services Not Yet Rendered

• If you paid for a visit, package, or service in advance and it was never provided, you're entitled to a full refund within 90 days of payment.
• Email help@thedoctor.me to request your refund.
• Refunds are issued to the original payment method within 7-10 business days.

Insurance Billing Disputes

If your insurance company denies a claim or processes a charge differently than expected, please reach out to our billing team. We can:

• Re-submit claims with corrections
• Help you appeal denied claims
• Provide itemized statements for your records
• Set up payment plans for balances you owe

3. Aesthetic Services & Wellness Programs

Already Performed

• Botox, fillers, IV therapy, and other aesthetic or wellness services that have been administered are non-refundable.
• Aesthetic results vary by individual and depend on factors outside our control. We can't guarantee specific outcomes.
• If you experience an adverse reaction or are dissatisfied with results, please contact your provider within 14 days for a follow-up consultation at no charge.

Pre-paid Packages

• Multi-session packages (e.g., 3-pack of treatments) can be refunded for unused sessions at the original per-session rate.
• Used sessions are charged at the standalone (non-package) rate, and the difference is deducted from the refund.
• Packages expire 12 months from purchase date.

4. No-Show & Late Cancellation Fees

To respect provider time and other patients waiting for appointments:

Fees are waived in case of genuine emergencies (illness, family emergency, etc.) — just let us know and we'll work with you.

5. Refund Request Process

To request a refund:

1. Email help@thedoctor.me with the subject line "Refund Request"
2. Include your full name, date of service or membership start, and reason for refund
3. Our team will respond within 3 business days
4. Approved refunds are processed within 7-10 business days to the original payment method

You can also call us at (323) 988-5900 if you'd rather talk to someone.

6. Chargebacks

Before disputing a charge with your bank or credit card company, please contact us first. We resolve the vast majority of billing concerns within 3 business days.

Unauthorized chargebacks may result in:

• Immediate cancellation of BetterCare membership
• Recovery of disputed amounts plus chargeback fees ($25 per chargeback)
• Suspension of future scheduling privileges
• Account closure and referral to collections for outstanding balances

We're a healthcare practice run by humans. If something feels off about a charge, just talk to us first — we'll figure it out.

7. Special Circumstances

Medical Emergencies & Hardship

If you're facing a medical emergency, financial hardship, or other extenuating circumstance, please reach out. We have flexibility for genuine hardship cases — including waiving fees, pausing memberships, or arranging payment plans.

Provider Cancellations

If we cancel your appointment (provider unavailable, clinic closure, etc.), there is no charge to you. We'll reschedule at your convenience. If you've already paid and don't wish to reschedule, you'll receive a full refund.

Service Failures

If our website, booking system, or telehealth platform fails to deliver the service you paid for due to a technical issue on our end, you're entitled to a full refund.

8. State-Specific Rights

California residents have additional consumer protections under state law, including the right to dispute charges within specific timeframes. Nothing in this policy limits your statutory rights as a consumer.

9. Changes to This Policy

We may update this policy from time to time. When we make material changes, we'll update the effective date at the top of this page and notify active members by email. Your continued use of our services after a policy update constitutes acceptance of the new terms.