Summary
Most appointment fees are non-refundable once the clinical service has been delivered, because we are paying for the clinician's time and documentation. Cancellations made more than 24 hours in advance are always refundable. Medications are paid directly to the pharmacy and are handled under the pharmacy's own return policy. If something has gone wrong, please talk to us first. We resolve most disputes quickly without needing a formal process.
Appointment Cancellations
We ask for at least 24 hours' notice to cancel or reschedule an appointment. You can cancel through the patient portal or by calling our office.
| When you cancel | Fee | Refund |
|---|---|---|
| More than 24 hours before your appointment | No fee | Full refund of any deposit or prepayment |
| Less than 24 hours before your appointment | Late-cancellation fee up to the self-pay rate for that visit type | Refund of any amount above the late fee |
| Missed without notice (no-show) | No-show fee up to the self-pay rate for that visit type | Refund of any amount above the no-show fee |
Fees are waived for genuine emergencies, sudden illness, and events outside your control. Tell us what happened and we will work with you. Repeated no-shows (three or more in a rolling 12-month period) may result in a requirement to prepay future visits or in termination of the clinician-patient relationship, with appropriate notice and care-transition support.
Medicaid beneficiaries. Consistent with federal Medicaid rules and the Nebraska Total Care provider manual, we do not charge Medicaid beneficiaries for cancelled or missed appointments. This carve-out is automatic.
Self-Pay Visit Fees (Weight Loss, Hormone Therapy, Online Prescriptions)
Our self-pay visit fees, as posted on the corresponding service pages, are payable in advance of each visit. Once the clinician has reviewed your history, conducted the visit (live or asynchronous), and documented the encounter, the service has been delivered and the fee is non-refundable, whether or not a prescription is issued. You are paying for the clinician's time and expertise, not for a guaranteed prescription.
We will refund the visit fee in full if:
- You cancel the visit more than 24 hours in advance.
- We determine, before the visit, that we cannot provide care (for example, because you are in a state where we are not licensed, or the service is not one we offer in your state).
- A technical failure on our end prevents the visit and we cannot reschedule within a reasonable window.
- We charge you in error.
Insurance Visits (Mental Health)
For mental-health services billed to insurance, we collect your copay or patient responsibility at the time of the visit as required by your plan. If your plan later determines that your responsibility was less than what we collected, we will promptly refund the difference. If your plan determines it was more, we will bill you for the balance.
You are ultimately responsible for any balance your insurer does not cover. We will support you in appealing a denial that you believe is incorrect; your insurance plan's appeal process is the governing procedure for reimbursement disputes.
Medications & Pharmacy Charges
Medications are billed to you by the pharmacy, not by us. Refunds for medications are governed by the pharmacy's own return policy and by state and federal pharmacy law.
- Manufactured, commercially available medications. Once a prescription is filled and leaves the pharmacy, state pharmacy law in every state we serve prohibits the pharmacy from accepting it back for resale, even if the medication is unopened. Pharmacies generally cannot refund medications for this reason. This is not our policy; it is the law.
- Compounded medications. Compounded medications (for example, our estriol facial cream, prescription eye cream, and arousal cream) are made to order for you specifically and cannot be resold to anyone else. They are generally not returnable once dispensed. Refunds, if available, are handled by the compounding pharmacy.
- Dispensing errors. If the pharmacy dispensed the wrong medication, the wrong strength, or a damaged product, contact the pharmacy directly and copy us. The pharmacy will remedy the error at no cost to you.
If you believe the prescription we wrote was clinically inappropriate, please tell us. We will review it and, where appropriate, amend or cancel the prescription. Refunds of the visit fee in this situation are evaluated case by case.
Lab Tests
Labs we order are performed and billed by an independent laboratory. Refunds for lab charges are handled by that laboratory and, where applicable, by your insurer. We will help you understand and dispute an unexpected lab charge.
Asynchronous Online Prescription Services
Asynchronous services (topical tretinoin, oral minoxidil, vaginal estrogen, estriol facial cream, eye cream, arousal cream) are billed as a flat $50 clinician-review fee at the time you submit your intake. Pharmacy charges are separate and are handled under the rules above.
- If we decide, before reviewing your intake, that we cannot treat you (for example, state licensure or an obvious safety issue), we will refund the review fee in full.
- If we review your intake and determine that a prescription is not clinically appropriate, the review fee is not refundable, because the clinical review has been performed. We will tell you why and, where appropriate, suggest alternatives.
- If we approve treatment, no part of the review fee is refundable once the prescription has been sent to the pharmacy.
Subscription or Recurring Charges
We do not currently operate a subscription model. If this changes, we will give you clear, plain-language terms at the point of sign-up, and you will be able to cancel online or by phone at any time, consistent with the FTC's "click-to-cancel" principles and comparable state laws.
How to Request a Refund
Please contact us within 90 days of the charge you are disputing for the fastest resolution. Disputes raised after 90 days will still be considered as required by applicable state law, which generally allows longer periods to raise billing concerns. Earlier is better. Please include:
- Your full name and date of birth.
- The date and type of visit or service.
- The amount and the reason you are requesting a refund.
We will respond within 10 business days with a decision. Approved refunds are issued to the original payment method within 14 business days. If we decline, we will tell you why and explain your options.
Chargebacks
If you have a billing concern, please contact us before initiating a chargeback with your bank or card issuer. Chargebacks filed without first contacting us slow resolution for everyone and, if the dispute is not upheld by the card network, can result in the original charge being reinstated plus a processing fee. We reserve the right to pass through any chargeback-related fees imposed on us by the card network or processor if a disputed charge is resolved in our favor. We will always try to resolve a good-faith concern directly and quickly.
State Consumer Protections
Nothing in this policy limits any rights you have under the consumer-protection law of the state where you received care. You may also contact your state attorney general or a consumer-protection agency if you believe we have not honored these terms. We are unaware of any state in which we serve patients that would treat these terms as unreasonable; however, if any provision is held unenforceable in your state, the remaining provisions continue to apply.
Contact
Billing & Refund Questions
Midwest Mind & Body Healthcare
131 N Washington Street, Suite A
Papillion, NE 68046
Phone: 531-217-5257
Email: Info@midwestmindandbodyhealthcare.com