Refund Policy

Effective Date: July 3, 2025

Last Updated: July 3, 2025

Overview

This Refund Policy explains the terms and conditions for refunds at Virtual Concierge MD. We strive to provide excellent medical services and customer satisfaction while maintaining fair policies for all parties.

Important Notice

Healthcare services are excluded from the FTC's "cooling-off" rule. There is no automatic right to cancel healthcare services or receive refunds unless specified in this policy.

Consultation Services

Telehealth Consultations

Before Consultation Begins:

1. 100% refund if cancelled 24+ hours in advance
2. 50% refund if cancelled 2-24 hours in advance
3. No refund if cancelled less than 2 hours in advance
4. No refund for no-shows

After Consultation Begins:

1. No refunds once medical evaluation starts
2. No refunds for completed consultations
3. No refunds based on treatment outcomes
4. No refunds for medical advice received

Technical Issues

Our Responsibility:

1. Full refund for platform failures on our end
2. Rescheduling option for technical difficulties
3. Credit for future services

Your Responsibility:

1. No refund for your internet/device issues
2. No refund for failure to test equipment
3. No refund for inadequate technology

Prescription Services

Non-Refundable Once Prescribed

1. Medical evaluations for prescriptions
2. Prescription writing services
3. Medication recommendations
4. Treatment plan development

Controlled Substances

STRICTLY NON-REFUNDABLE per federal regulations:

1. All controlled substance consultations
2. DEA-regulated prescriptions
3. Related medical evaluations

Program and Package Refunds

Weight Loss Programs

1. Initial consultation: Standard refund policy applies
2. Program packages: Pro-rated refund for unused services
3. Medication costs: Non-refundable once prescribed
4. Lab work: Non-refundable once ordered

Membership Services

1. Monthly memberships: Cancel anytime, no refund for current month
2. Annual memberships: Pro-rated refund within 30 days
3. Unused benefits: No cash value or refunds

Course and Educational Content

1. Within 7 days: Full refund if less than 25% completed
2. After 7 days: No refunds
3. Downloaded materials: Non-refundable
4. Group programs: Non-refundable after start date

Product Refunds

Supplements (via Fullscript)

1. Subject to Fullscript's refund policy
2. Generally 30-day return window
3. Unopened products only
4. Shipping costs non-refundable

Meal Plans (via LivingPlateRx)

1. Subject to LivingPlateRx terms
2. Customized plans non-refundable
3. Technical issues handled case-by-case

Digital Products

1. Non-refundable once accessed
2. Includes PDFs, videos, guides
3. One-time download products
4. Licensed content

Payment Processing

Accepted Payment Methods

We accept payments via:

1. Credit/Debit Cards (Visa, Mastercard, Amex, Discover)
2. ACH/Bank Transfer
3. PayPal, Venmo, Zelle
4. Square, Stripe
5. CareCredit, Affirm, Klarna
6. Apple Pay, Google Pay
7. Bitcoin (at our discretion)

Payment Plans

1. Cherry, PatientFi (when available)
2. Refunds pro-rated for unused services
3. Finance charges non-refundable
4. Subject to financing company terms

Refund Process

How to Request a Refund

Step 1: Contact Us

1. Email: refunds@virtualconciergemd.com
2. Phone: (310) 275-8377
3. Include order/appointment details

Step 2: Review Process

1. Request reviewed within 3 business days
2. Additional information may be required
3. Decision communicated via email

Step 3: Processing Time

1. Approved refunds: 5-10 business days
2. Credit card refunds: 1-2 billing cycles
3. ACH refunds: 5-7 business days
4. Other methods: Varies

Special Circumstances

Insurance Claims

1. Refunds pending insurance processing
2. Patient responsibility after insurance
3. Overpayments refunded automatically
4. Coordination of benefits honored

Duplicate Payments

Per California law:

1. Refunded within 30 days if requested
2. Refunded within 90 days if discovered by us
3. No request needed for obvious duplicates

Billing Errors

1. Corrected immediately upon discovery
2. Full refund for overcharges
3. No penalty or interest charged
4. Documentation provided

Exceptions and Limitations

Non-Refundable Services

1. Completed medical consultations
2. Prescription evaluations
3. Controlled substance consultations
4. Laboratory tests performed
5. Medical records transfers
6. Expert medical opinions
7. Legal medical documentation

Partial Refunds

May be offered for:

1. Service interruptions
2. Quality concerns
3. Billing disputes
4. Special circumstances

Dispute Resolution

Internal Review

1. First-level review by billing department
2. Escalation to management if needed
3. Medical Director review for clinical issues
4. Written determination provided

External Options

1. Credit card chargebacks (subject to card terms)
2. Small claims court
3. Medical board complaints
4. Better Business Bureau

State-Specific Requirements

California

1. Compliance with Business & Professions Code 732
2. Good faith estimates provided
3. Surprise billing protections

Other States

1. Illinois: Specific billing dispute timelines
2. New York: Enhanced consumer protections
3. Nevada: Detailed billing requirements
4. Montana/Indiana: Standard practices apply

Your Rights

You Have the Right To:

1. Request detailed invoices
2. Understand charges before service
3. Question any charges
4. Receive good faith estimates
5. Appeal refund decisions

Our Rights

We Reserve the Right To:

1. Deny refunds for completed services
2. Require documentation
3. Offset refunds against balances
4. Modify this policy
5. Enforce collection for non-payment

Changes to Policy

This policy may be updated:

1. With 30 days notice
2. Posted on website
3. Effective for future services
4. Existing agreements honored

Contact Information

Refund Requests: Email: refunds@virtualconciergemd.com Phone: (310) 275-8377

Billing Questions: Email: billing@virtualconciergemd.com Phone: (310) 275-8377

Mailing Address: Virtual Concierge MD

Attn: Billing Department

9663 Santa Monica Blvd, Suite 957

Beverly Hills, CA 90210

Office Hours

Billing Department: Monday - Friday: 9:00 AM - 5:00 PM PST Closed weekends and holidays

Important Reminders

1. Review charges before payment
2. Understand refund terms
3. Keep all receipts
4. Report issues promptly
5. Allow processing time

By using Virtual Concierge MD services, you acknowledge and agree to this Refund Policy.