QuickMD Refunds & Cancellations Policy

Overview

QuickMD strives to provide affordable services to patients and is transparent on the cost of its services, with no hidden fees or taxes. All pricing is published on the website (www.quick.md) and in the patient portal. QuickMD may only issue refunds for services incurred while visiting a QuickMD provider or using a QuickMD direct to patient service (e.g. QuickMD mail order pharmacy).

Patients are able to book visits directly in the QuickMD app or through the QuickMD website (Click Here), allowing for the selection of a visit at a convenient date and time. The scheduling process allows for flexibility and is tailored to fit each patient’s specific needs. While patients may have emergencies and other unexpected circumstances, QuickMD asks that they please reschedule or cancel their visit a minimum of one (1) hour before the scheduled visit start time. Alternatively, patients can notify the support team (Click Here) in the event they are unable to make the scheduled visit a minimum of one (1) hour prior to the scheduled visit’s start time.

QuickMD Credit and Refund Policy

QuickMD will provide a credit to a patient’s account for missed, canceled, or unsuccessful visits (defined as visits that did not start for QuickMD technical issues). Credits are the easiest way to easily reschedule visits because credits will automatically be applied to future visits.

Visit credits must be used within twelve (12) months of being applied to a patient account. Unused credits that have expired cannot be used, applied, or reinstated. Promotional credits may have a different expiration period, which will be noted accordingly.

For patients who have completed a successful visit, QuickMD cannot provide a credit or refund for the cost of the visit. Successful visits are defined as visits in which the patient is able to complete a phone or video consultation with their provider, regardless of the treatment plan or outcome.

For medications, QuickMD will only provide a credit for the cost of the medication if the order has not shipped. In addition, if there is an issue with shipment (damage or loss), QuickMD may issue a partial credit to an account provided QuickMD receives documented proof of damaged goods. Documentation required may include an image of the damaged product clearly showing date/time of the picture and/or other information as requested by Customer Support to resolve the concern. Patients can also request a replacement by contacting Customer Support.

Credits for cancelled visits will be applied to patient accounts at the time of cancellation. Credits for missed visits and support requests, will be applied to patient accounts within 1-2 business days. 

• For patients who experience issues with their pharmacy, please have the pharmacist contact the Pharmacy Support line directly (+1 (844) 676-1037). This is the fastest way to resolve any pharmacy related issues. Please note, pharmacies are able to redirect prescriptions to another pharmacy if the pharmacist does not fill the prescription. This is a one-time exception rule from the Drug Enforcement Agency (DEA). QuickMD may be able to assist by contacting Customer Support (Click Here). As with most medical practices, QuickMD is not responsible for a patient’s ability to obtain a prescription from their chosen pharmacy.
• Patients that schedule multiple visits due to prescription questions, without contacting Customer Support, may only receive a partial credit as deemed appropriate by QuickMD.
• For patients who scheduled a visit in the incorrect state, Customer Support may reschedule a visit with a physician in the patient’s applicable state after an additional $35 administrative fee has been paid. Reminder to patients: All prescriptions for any service must be prescribed in the same state as the patient’s location, per DEA regulations. 

• For patients who experience a technical issue during the visit, the visit may be rescheduled to another date and time as mutually agreed. The technical issue will be escalated to support for resolution in a timely manner. Please note: Any issues specifically related to the patient’s device and/or software being outdated, damaged, unusable, etc. cannot be resolved by QuickMD. QuickMD is only responsible for technical issues directly related to the QuickMD software. If the QuickMD technical issue is resolved, and the visit is rescheduled, there is no refund or credit applied. QuickMD may refund the patient if the patient is unable to complete the rescheduled visit due to an unresolved technical issue, as deemed appropriate by QuickMD Customer Support.
• QuickMD may issue a full credit if the scheduled visit is for a service not provided by QuickMD.

To have a credit balance refunded, please contact the support team (Click Here). Refunds must be requested within 30-days of the original charge date and must be refunded to the original credit card used. If the original credit card is expired, inactive, or otherwise unusable, QuickMD may accept and work with the patient to process the patient’s refund using an alternative method. Refund requests typically take 1 to 2 business days to process and could take an additional 3 to 7 business days to appear on a credit card account.

QuickMD does not prescribe controlled substances, with the exception of Suboxone, for the treatment of Opioid Use Disorder (OUD). When a visit is scheduled, physicians will create a treatment plan that is applicable to an individual’s specific health and care needs. QuickMD does not provide a credit or refund for successful visits (as previously defined in this policy).

QuickMD does not prescribe Buprenorphine Monoproduct without submitted, valid documentation there is a reported intolerance to Suboxone. A reported intolerance must be verified by a previous prescription with a documented trial of Suboxone, where there was a reported adverse reaction.

As with all medical practices, QuickMD does not guarantee its providers will prescribe any particular medication simply because a patient has booked and paid for a visit. QuickMD physicians prescribe medications using their best professional and medical judgment, and in accordance with state and federal laws. Failing to receive a prescription for a particular/preferred medication does not entitle patients to a credit or refund. This does not apply to visits for services not provided by QuickMD, which are still eligible for a full credit.

QuickMD reserves the right to issue an exception to this policy at any time based on specific circumstances the company deems appropriate at the time of the visit or customer support ticket.

No-Show and Cancellation Policy

Patients can book visits directly in the QuickMD app or through the QuickMD website (Click Here), allowing them to select a visit at a convenient date and time. The scheduling process allows for flexibility and is tailored to fit each patient’s specific needs. While patients may have emergencies and other unexpected circumstances, QuickMD asks that they please reschedule or cancel their visit a minimum of one (1) hour before the scheduled visit start time. Alternatively, patients can notify our support team (Click Here) in the event they are unable to make the scheduled visit a minimum of one (1) hour prior to the scheduled visit’s start time.

QuickMD providers may start a scheduled visit up to fifteen (15) minutes after the scheduled time. Providers will make three attempts to contact the patient once they have started the visit. If the patient is not responsive, the patient will be considered a no-show for their visit. If the provider is more than fifteen (15) minutes late, the patient will be given a full credit for the visit and Customer Support will contact the patient to reschedule the visit.

If a visit is cancelled for any reason, the patient account will be credited for the cost of the visit. For any missed visits (no-shows) or visits cancelled within one (1) hour of a visit, a $35 fee will be assessed. This fee will be deducted from the patient’s credit balance.

For a first-time patient who was not able to complete a scheduled visit, QuickMD will issue a full credit, provided that no doctor’s note or other services were completed. These credits will expire after thirty (30) days.

Patients are required to upload their IDs and complete intake forms prior to their visit. Patients who do not upload their IDs or complete the intake process in a timely manner may have their visits rescheduled or canceled.

QuickMD strongly recommends that patients upload applicable medical history documentation from prior providers to the patient portal. If patients would like assistance obtaining medical history documentation, please contact Customer Support to obtain and complete a medical records request form (Click Here). QuickMD cannot, under any circumstances, assist in obtaining medical history documentation without prior written authorization from the patient.

Missed visits due to unforeseen emergencies, such as medical emergencies or documented illness, may be considered an exception to the policy. Each situation is reviewed and may be approved under the sole discretion of QuickMD Customer Support on a case-by-case basis. Please get in touch with the Customer Support team directly to discuss exceptions.

Additional Policies

Disputed charges, or chargebacks, for successfully completed visits or medications that have been delivered could result in an administrative fee of $25 being assessed on the patient’s account. Chargebacks for reasons of fraud are grounds for dismissal from QuickMD’s services.

In addition to the policies mentioned above, QuickMD reserves the right to dismiss patients for excessive no-shows, cancellations, and chargebacks.