CuraNow Health
Refund & Cancellation Policy
Effective date:
CuraNow Health understands that plans change. This Refund & Cancellation Policy explains how cancellations, missed appointments, refunds, and other payment situations are handled.
Our goal is to maintain a policy that is fair to our patients while protecting appointment time reserved specifically for your care.
Virtual Urgent Care — $39 Self-Pay Visits
For self-pay virtual urgent-care visits, the $39 fee covers the professional healthcare evaluation provided by CuraNow Health.
Before Your Visit Begins
If you cancel your visit before a healthcare provider begins reviewing or evaluating your healthcare concern, you may request a refund of the visit fee.
After the Clinical Evaluation Has Begun
Once a healthcare provider has begun the clinical evaluation or the telehealth encounter has started, the visit fee is generally non-refundable.
Payment for a visit covers the healthcare provider's professional evaluation and clinical judgment. It does not guarantee:
- A diagnosis
- A prescription
- Antibiotics
- A medication refill
- Laboratory or imaging orders
- A work or school note
- A particular treatment
- Resolution of the medical condition
When a Higher Level of Care Is Recommended
A provider may determine that your condition cannot be safely managed through virtual care and recommend an in-person examination, urgent care, emergency care, laboratory testing, imaging, or another healthcare service.
A recommendation for a higher level of care does not, by itself, mean that the virtual healthcare service was not provided and does not automatically qualify the visit for a refund.
Scheduled Geriatric & Primary Care Visits
Please provide at least 24 hours' notice when canceling or rescheduling a scheduled geriatric or primary-care appointment.
Appointments canceled at least 24 hours before the scheduled appointment may be canceled or rescheduled without a cancellation fee.
Appointments canceled less than 24 hours before the scheduled appointment may be subject to a late-cancellation fee of up to $50.
RCFE / LIC 602A Evaluations
RCFE evaluations require dedicated appointment time and may involve preparation and review of records.
Please provide at least 24 hours' notice if you need to cancel or reschedule an LIC 602A evaluation.
Cancellation 24 Hours or More Before the Appointment
Any prepaid CuraNow Health professional fee will be eligible for refund or may be applied toward a rescheduled appointment.
Cancellation Less Than 24 Hours Before the Appointment
A $50 late-cancellation fee may be deducted from any prepaid amount, with the remaining eligible balance refunded or applied toward a rescheduled appointment.
After the RCFE Evaluation Has Begun
Once the healthcare provider has begun the clinical evaluation, the professional evaluation fee is generally non-refundable.
Payment for an RCFE evaluation does not guarantee completion or signing of an LIC 602A.
Completion of the form depends upon an appropriate clinical evaluation and the availability of sufficient information to allow the provider to complete the documentation accurately and appropriately.
Additional medical records, testing, TB screening, imaging, an in-person examination, or other evaluation may be required before the LIC 602A can be completed.
Missed Appointments / No-Shows
A patient is considered a no-show when the patient does not attend a scheduled appointment and has not canceled or rescheduled in advance.
For scheduled geriatric, primary-care, or RCFE services, a no-show may be subject to a fee of up to $50.
If an appointment was prepaid, the applicable no-show fee may be deducted from the prepaid amount.
Any remaining eligible balance may be refunded or, at CuraNow Health's discretion, applied toward a rescheduled appointment.
Late Arrival
Patients should be available at their scheduled appointment time.
If you arrive late, CuraNow Health will make reasonable efforts to complete your appointment when scheduling permits.
Significant lateness may require the appointment to be rescheduled. Depending on the circumstances, the appointment may be treated as a late cancellation.
Technology Problems
Telehealth depends on functioning telephone, video, internet, and other technology.
If a visit cannot be completed because of a CuraNow Health technology problem, CuraNow Health will make reasonable efforts to reschedule the visit or provide an appropriate refund when the healthcare service could not be provided.
If a patient's technology or internet connection prevents completion of the visit, CuraNow Health will first make reasonable efforts to reconnect or reschedule.
Refund eligibility will depend on whether a clinical evaluation or healthcare service had already been provided.
Provider Cancellation
If CuraNow Health must cancel an appointment before healthcare services are provided, the patient may choose to:
Available Options
- Reschedule the appointment, or
- Receive a refund of any CuraNow Health professional fee paid for that appointment.
Prescriptions
A refund will not be issued solely because:
Prescribing decisions are based on clinical judgment and applicable legal and professional requirements.
Prescription Decisions
- A prescription was not provided
- A requested medication was not prescribed
- An antibiotic was determined not to be medically appropriate
- A medication refill was declined
- The provider recommended an alternative treatment
Laboratory, Imaging, Pharmacy & Third-Party Charges
CuraNow Health's fees generally cover services provided by CuraNow Health unless otherwise stated.
Charges from pharmacies, laboratories, imaging centers, hospitals, specialists, or other third-party healthcare organizations are separate.
CuraNow Health cannot issue refunds for payments made directly to third parties. Questions regarding third-party charges or refunds should be directed to the organization that collected the payment.
Insurance-Billed Visits
For services billed to insurance, patient financial responsibility may include applicable copayments, deductibles, coinsurance, or non-covered services according to the patient's health plan and applicable requirements.
Refunds involving insurance payments will be handled after applicable claim processing, adjustments, or corrections have been completed.
If CuraNow Health receives an overpayment that is required to be returned to the patient or payer, the overpayment will be handled in accordance with applicable requirements.
Self-Pay & Good Faith Estimates
Patients who are uninsured or who choose not to use insurance may have rights under federal law to receive a Good Faith Estimate of expected charges for qualifying scheduled healthcare services.
A Good Faith Estimate is not a contract and may not include unexpected services that become necessary during care.
Information regarding your federal rights related to Good Faith Estimates is available through the Centers for Medicare & Medicaid Services.
Duplicate or Incorrect Charges
If you believe you were charged more than once for the same CuraNow Health service or believe a payment was processed incorrectly, please contact CuraNow Health.
Verified duplicate or erroneous CuraNow Health charges will be corrected or refunded as appropriate.
Requesting a Refund
Refund requests should include:
Please do not include medical information, diagnoses, symptoms, medications, or other sensitive health information in a general website form or regular email.
Medical information should be communicated only through CuraNow Health's designated secure clinical platform.
Information to Include
- Patient name
- Date of service or scheduled appointment
- General reason for the refund request
- Contact information
Refund Processing
Approved refunds will generally be returned to the original payment method when possible.
Processing times may vary depending on the payment processor or financial institution.
Questions
Questions regarding this Refund & Cancellation Policy may be directed to CuraNow Health at [email protected].
Please do not use email for medical emergencies or to submit sensitive medical information.
Medical Emergencies
CuraNow Health is not an emergency medical service.
If you are experiencing a medical emergency, call 911 or go to the nearest emergency department.
Policy Changes
CuraNow Health may update this Refund & Cancellation Policy periodically. The version posted on the CuraNow Health website at the time of service will apply, subject to applicable law, payer requirements, and contractual obligations.