top of page

REFUND POLICY

MildCare Behavioral Health Solutions (“MildCare,” “we,” “us,” or “our”) is committed to transparency and fairness regarding fees and payment practices. This Refund Policy explains when refunds may or may not be issued for services provided through our online behavioral health clinic.

1. General Policy

Due to the nature of behavioral health and teletherapy services, fees paid for completed therapy sessions are non-refundable. Once a therapy session has been provided, the service is considered rendered in full.

2. Appointment Cancellations
a. Client-Initiated Cancellations

Clients may be eligible for a refund or credit if an appointment is canceled in accordance with MildCare’s cancellation policy, which will be communicated prior to scheduling.

Unless otherwise stated in writing:

  • Cancellations made within the required notice period may qualify for a refund or account credit.

  • Cancellations made outside the required notice period, including late cancellations or no-shows, are not eligible for a refund and may be charged in full.

b. Provider-Initiated Cancellations

If MildCare or a provider cancels a session due to unforeseen circumstances, clients will be offered:

  • A full refund for the canceled session, or

  • The option to reschedule the session at no additional cost.

3. Missed Appointments (No-Shows)

A missed appointment is defined as failure to attend a scheduled session without prior notice or without attending within the designated grace period.

Missed appointments are not eligible for refunds, as the provider’s time was reserved exclusively for the client.

4. Subscription or Package Services (If Applicable)

If MildCare offers prepaid packages or subscription-based services:

  • Refund eligibility will be governed by the specific terms disclosed at the time of purchase.

  • Unused sessions may be non-refundable or partially refundable depending on the package terms.

  • Any administrative or processing fees may be non-refundable.

5. Insurance and Third-Party Payments

For clients using insurance or third-party payers:

  • Refunds are subject to payer policies and claims processing outcomes.

  • Client responsibility amounts (e.g., copays, deductibles) are generally non-refundable once services are rendered.

  • Overpayments confirmed after reconciliation may be refunded or credited in accordance with applicable law.

6. Technical Issues and Service Interruptions

If a session cannot be completed due to verified technical issues on MildCare’s end, we will make reasonable efforts to:

  • Reschedule the session, or

  • Provide a refund or credit for the affected portion of the service.

Technical issues on the client’s end (e.g., internet connectivity, device failure) generally do not qualify for refunds.

7. Chargebacks and Disputed Payments

Clients are encouraged to contact MildCare directly to resolve billing concerns before initiating a chargeback with their financial institution.

Unauthorized chargebacks may result in:

  • Suspension of services; and/or

  • Termination of the client relationship, consistent with ethical and legal obligations.

8. How to Request a Refund

Refund requests must be submitted in writing and include:

  • Client name

  • Date of service

  • Reason for the request

Requests should be sent to:
[Insert Billing or Support Email Address]

All refund requests are reviewed on a case-by-case basis and processed in accordance with this Policy and applicable Virginia law.

9. Processing Time

Approved refunds will be issued to the original form of payment where possible. Processing times may vary depending on the payment method and financial institution.

10. Policy Modifications

MildCare reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website. Continued use of services constitutes acceptance of the revised policy.

bottom of page