Refund policy
This page is a plain summary of when you get money back. It pulls together what is already in our Terms of service and on How fees work. If anything here seems to differ from the Terms, the Terms apply.
If the match fails, you are not charged
Your payment is only authorized when we match you, and it is only captured once your consultation is underway. If a doctor never joins, no payment is taken and any hold is released automatically. You do not need to contact us.
Short, undocumented visits are refunded
A consultation that ends in under about two minutes, with no prescription, referral or note attached, is eligible for a full refund by default. The one exception is when the doctor records a legitimate reason, such as sending you to in-person care.
If you think you are owed a refund
If something went wrong that is not covered above, tell us. Use the Contact page or the support chat in the app, and include the date and the doctor you saw. We will look into it and reply.