Discovery Payment / Refund Terms

Discovery Fees

Some practices charge a fee to reserve discovery consultation time. The booking page shows the fee, if any, before you submit the request or continue to checkout.

CaelaraHealth may facilitate checkout through an approved payment processor. Full card details are handled by the payment processor and should not be sent through discovery forms, email, chat, or video.

Payment And Confirmation

• A paid discovery consultation is not confirmed until the required checkout is completed and the payment status is accepted by the practice workflow.
• If checkout fails, expires, or is abandoned, the practice may release the selected time.
• A discovery fee reserves an informational call. It is not a payment for diagnosis, treatment, prescriptions, patient portal access, or a patient package unless the practice separately states that in writing.
• The practice may require a new booking or payment if a prospect books the wrong time, provides incorrect contact information, or cannot be reached.

Cancellation, Rescheduling, And Refunds

• Refunds are not automatic. Contact the practice using the instructions in your confirmation email or the practice's established contact path.
• If the practice cancels and does not provide a reasonable rescheduling option, the practice should review the payment for refund or credit consistent with its policy and applicable law.
• If a platform or payment-processing issue prevents a paid discovery consultation from occurring, the practice should review the situation for rescheduling, refund, or credit.
• Late cancellations, missed calls, no-shows, and calls ended because of prospect misuse may be non-refundable unless the practice's policy or applicable law requires otherwise.
• Payment processor timing, fees, bank processing delays, and card-network rules may affect when a refund appears on your statement.

Payment Issues

If you believe you were charged twice or charged for a time that was not confirmed, contact the practice promptly and include non-PHI payment details such as the date, amount, and email address used for checkout. Do not send card numbers or clinical information.

Chargebacks or payment disputes may cause the practice to pause scheduling until the payment issue is resolved.

Related Discovery Notices