Refund & Financial Policy

This Refund & Financial Policy explains payment, pricing, included services, excluded services, refunds, and the Telehealth Fit Guarantee for Urgent Care Concierge.

Urgent Care Concierge is a telehealth service of The Care Concierge, PLLC. The Care Concierge, PLLC d/b/a Urgent Care Concierge provides cash-pay telehealth visits for adults physically located in Arizona at the time of the visit.

Cash-Pay Service

Urgent Care Concierge is a cash-pay service.

We do not bill insurance for these virtual urgent care visits.

We do not guarantee reimbursement from any insurance plan, health plan, HSA, FSA, employer, or third-party payer.

You are responsible for all fees associated with your visit and any outside services.

Visit Fee

The visit fee is shown before scheduling.

Current launch pricing may include an introductory rate. The standard visit price may be different from the introductory rate.

Pricing may change in the future. The applicable price is the price displayed at the time you schedule or pay for your visit.

What the Visit Fee Includes

The visit fee includes:

• Medical provider evaluation
• Medical decision-making
• Treatment plan
• Prescriptions sent when clinically appropriate
• Lab orders when clinically appropriate
• Imaging orders when clinically appropriate
• Work or school note when medically appropriate
• After-visit instructions
• One 48-hour same-issue clarification window

What the Visit Fee Does Not Include

The visit fee does not include:

• Medication costs
• Pharmacy charges
• Lab testing costs
• Imaging costs
• In-person urgent care fees
• Emergency department fees
• Specialist fees
• Primary care fees
• Procedures
• Prior authorizations
• Controlled substances
• Ongoing chronic care
• New concerns after the visit
• Repeat visits
• Costs charged by outside facilities or third parties

Outside services are billed separately by the pharmacy, lab, imaging center, urgent care, emergency department, specialist, or other third party.

Prescriptions Are Not Guaranteed

Payment for a visit does not guarantee that a prescription will be issued.

Antibiotics are not guaranteed.

Medications are prescribed only when clinically appropriate.

If medication is appropriate, the prescription will be sent to your preferred pharmacy when possible.

Labs, Imaging, and Notes Are Not Guaranteed

Payment for a visit does not guarantee a lab order, imaging order, referral, work note, or school note.

These are provided only when medically appropriate based on clinician judgment.

Controlled Substances

Urgent Care Concierge does not prescribe controlled substances through this telehealth urgent care service.

This includes opioid pain medications, benzodiazepines, stimulants, controlled cough medications, sedatives, testosterone, and similar restricted medications.

Urgent Care Concierge does not initiate injectable weight-loss medications through this urgent care telehealth service.

No refund is owed solely because a controlled substance, restricted medication, antibiotic, requested medication, work note, school note, lab order, or imaging order is not provided.

Telehealth Fit Guarantee

Your safety matters more than completing a visit online.

If you are seen virtually and the clinician determines that your concern is not appropriate for telehealth, and no treatment, prescription, lab order, imaging order, or work/school note is provided, Urgent Care Concierge retains only a $25 clinical triage fee and refunds the remainder of your visit fee.

The $25 clinical triage fee helps cover review of your intake, telehealth assessment, safety counseling, documentation, and recommendation for the appropriate level of care.

When the Telehealth Fit Guarantee Applies

The Telehealth Fit Guarantee may apply when:

• You pass the Quick Visit Check
• You schedule and pay for a visit
• You attend the virtual visit
• The clinician determines your concern is not appropriate for telehealth
• No treatment is provided
• No prescription is sent
• No lab order is placed
• No imaging order is placed
• No work or school note is provided
• You are directed to in-person urgent care, emergency care, or another appropriate level of care

In this situation, Urgent Care Concierge retains only the $25 clinical triage fee and refunds the remaining eligible portion of the visit fee.

When Refunds Are Not Guaranteed

Refunds are not guaranteed when:

• A medical evaluation is completed
• A treatment plan is provided
• A prescription is sent
• A lab order is placed
• An imaging order is placed
• A work or school note is provided
• After-visit instructions are provided
• The clinician determines that antibiotics are not appropriate
• The clinician determines that a requested medication is not appropriate
• The clinician declines to prescribe controlled substances or restricted medications
• You disagree with the clinician’s medical judgment
• You do not follow the recommended care plan
• You seek care elsewhere after receiving evaluation and guidance
• You provided inaccurate or incomplete information
• You were not physically located in Arizona at the time of the visit
• You used the service for an excluded or emergency concern
• You missed the appointment or were unavailable at the scheduled time
• You had a technology issue on your end that prevented completion of the visit
• You request a refund after receiving clinical services

Full Refunds

A full refund may be considered when:

• A duplicate payment occurs
• Urgent Care Concierge cancels the visit before clinical review or evaluation
• A clinic-side scheduling error prevents the visit
• A clinic-side technical problem prevents the visit and the visit cannot be rescheduled
• You are screened out before clinical evaluation and no clinical review has occurred

Full refunds are handled at the discretion of Urgent Care Concierge and depend on the timing and circumstances.

Cancellations and Missed Visits

If you need to cancel or reschedule, please do so as early as possible through the scheduling system or patient portal when available.

A missed appointment, late arrival, or failure to be available at the scheduled time may not be eligible for a refund.

If the clinician has already reviewed your intake or reserved time for your visit, cancellation refunds may be limited.

Urgent Care Concierge may offer rescheduling at its discretion.

48-Hour Same-Issue Clarification Window

The visit fee includes one 48-hour same-issue clarification window.

This is for brief clarification about the same issue addressed during the visit.

It does not include:

• New symptoms
• Worsening symptoms
• New medical concerns
• Emergencies
• Ongoing chronic care
• Medication refills unrelated to the visit
• Repeated messaging
• New work/school note requests unrelated to the original visit
• Requests requiring a new evaluation

New symptoms, worsening symptoms, red-flag symptoms, or a new concern may require a new visit, in-person urgent care, or emergency evaluation.

Outside Costs

You are responsible for all outside costs, including but not limited to:

• Medications
• Pharmacy charges
• Lab testing
• Imaging
• In-person urgent care
• Emergency department care
• Specialist care
• Primary care follow-up
• Procedures
• Medical equipment
• Any third-party charges

Urgent Care Concierge does not control outside pricing.

Payment Processing

Payments may be processed through a third-party payment processor or through CharmHealth.

Payment processor fees, bank processing times, and card issuer timelines may affect when a refund appears in your account.

Refund Processing Timeline

Approved refunds are typically initiated within 1 to 2 business days after approval.

Your bank, card issuer, or payment processor may take additional time to post the refund.

Chargebacks

If you dispute a charge after receiving clinical services, we may provide documentation to the payment processor showing the services provided, visit terms, refund policy, and signed acknowledgments.

We encourage you to contact us first at:

contact@TheUrgentCareConcierge.com

Patient Financial Acknowledgment

By signing below, I acknowledge and agree that:

• I understand Urgent Care Concierge is a cash-pay service
• I understand insurance is not billed for these virtual urgent care visits
• I understand the visit fee includes clinician evaluation and treatment planning
• I understand outside costs are separate
• I understand prescriptions, antibiotics, labs, imaging, and work/school notes are not guaranteed
• I understand controlled substances are not prescribed through this service
• I understand the Telehealth Fit Guarantee
• I understand that if telehealth is not appropriate and no treatment, prescription, lab order, imaging order, or work/school note is provided, Urgent Care Concierge retains only a $25 clinical triage fee and refunds the remaining eligible portion
• I understand refunds are not guaranteed after clinical services are provided
• I understand missed visits or late cancellations may not be refundable
• I agree to pay all applicable fees

Patient/Responsible Party Name: _______________________________

Signature: _______________________________

Date: _______________________________