Patient Cancellation and No-Show Policy
We ask patients to cancel or reschedule appointments at least 24 hours in advance if unable to attend.
If a patient does not cancel or reschedule 24 hours prior to their scheduled appointment, and does not attend their appointment, they are considered a “No-Show”. No refunds will be issued for No-Shows.
The patient will be considered a “No-Show” in any the following cases:
- The patient arrives more than 10 minutes late for an initial appointment, or more than 7 minutes late for a follow-up appointment.
- The patient cancels their appointment within 24 hours of the scheduled appointment time.
- The patients is not physically present in the same state as listed in their ADHD Online/Mentavi health account profile. The appointment will need to be rescheduled for another date and time, and additional charge will be incurred.
- The patient is driving during the appointment. The appointment will need to be rescheduled and additional charge will be incurred.
This fee is waived if the patient is on time, but the provider is not present.
In the event that the provider cancels the appointment, is unable to attend, or is no longer practicing with Mentavi Health, our support team will assist the patient in rescheduling the appointment or in completing a refund for the appointment that did not take place.
Refund Policy
This policy applies regardless of whether a diagnostic evaluation, snapshot, treatment or therapy services are utilized.
All refund requests must be reviewed and approved by our team. Discharged patients are not eligible for a refund of past services.‍
Requests submitted over 30 days of the charge will not be considered for refund.
No refund will be issued for the Diagnostic Evaluation if the patient does not receive the diagnosis they or their legal guardian were expecting, or did not receive a diagnosis at all.
All purchases made through the platform are final and non-refundable except as directed by applicable law. That includes cases where the patient changed their mind and chose not to complete the Diagnostic Evaluation they paid for.
The patient may stop care with us at any time, return, and use the original diagnostic evaluation.
Diagnostic evaluations and Snapshots are available in all 50 states. Treatment is only available in certain states. It is the patient’s responsibility to confirm the availability of preferred treatment in the patient’s state prior to purchasing the Diagnostic Evaluation.
If the patient lives in a state where we offer treatment, the Diagnostic Evaluation can be used with one of our providers. It can also be taken to a personal healthcare provider.
Diagnostic Evaluations are accepted by most clinicians in all 50 states. It is the patient’s responsibility to coordinate care with a local provider if they are interested in seeking treatment after receiving a Diagnostic Evaluation report. Neither the Medical Groups nor Mentavi Mhealth guarantee that the Diagnostic Evaluation will be accepted by other providers or clinicians.
The patient agrees to reach out to our support team at 1-888-493-2342 to discuss payment options BEFORE DISPUTING A PAYMENT CHARGE WITH THEIR FINANCIAL INSTITUTION.
We reserve the right to issue refunds or credits at our sole discretion. If a refund or credit is issued in one instance, we are under no obligation to issue the same refund or credit in the future. Our team will review whether a refund request will be considered.
By using our services, the patients or their legal guardian agree to the terms of this refund policy.
Collections Policy
Unpaid fees, including chargebacks, will be forwarded to a collection agency.
At Mentavi Health’s discretion, credit card chargebacks will be charged a $25 charge-back fee in addition to merchant/bank chargeback fees of $19.62.
By using our services, the patient or their legal guardian agrees to reimburse Mentavi Health for any collection fees, which may be based on a percentage at a maximum of 35% of the account balance, and all costs and expenses and reasonable attorneys’ fees Mentavi Health incurs in such collection efforts.
Appeal Process
The patient can reach out to our support team via this form and begin an appeal process. In some cases, supporting documentation may be requested.
If a refund or credit is issued once, we are under no obligation to issue the same refund or credit in the future. We will review whether a refund request will be considered.
Insurance
Mentavi Health does not participate with insurance companies and cannot guarantee that all services will be reimbursed by a patient’s healthcare plan. It is the responsibility of the patient to contact their insurance company and coordinate cost coverage. We provide itemized statements for completed services . These statements are made available in the patient portal once the service has been rendered.
Discount codes
Mentavi Health will periodically offer discount codes for the Diagnostic Evaluation. These codes are applicable to a specific time frame and cannot be applied outside of the time frame, or for additional services. The Diagnostic Evaluation Payment Plan cannot be combined with a discount code.
Diagnostic Evaluation Payment Plan 3-Month Payment Terms:
Patients who are approved for a payment plan are expected to fulfill their financial responsibility in accordance with the agreed-upon terms. All payment plans will be limited to a maximum duration of three (3) months unless otherwise authorized by management. By enrolling in a payment plan, the patient agrees to pay the full balance due in equal monthly installments over the course of three months.
- Patients may choose to pay off the remaining balance in full at any time during the payment plan period.
- Payment must be received on or before the due date each month.
- Gift cards cannot be used for this payment plan
- The patient remains responsible for the total amount due, regardless of insurance reimbursement, denials, or appeals.
- Failure to comply with the payment schedule may result in the account being sent to collections and could affect future eligibility for services.
- In cases of documented financial hardship, the practice may allow a one-time, one-month deferral of a scheduled payment. This delay does not eliminate the monthly payment but extends the payment plan time-line by one additional month (maximum total of four months). Requests must be submitted in writing and are subject to management approval.
- Refunds for completed services are not guaranteed and will be issued only at the sole discretion of management, based on a review of the circumstances and service documentation.
- Patients enrolled in the payment plan may continue to receive additional services during the plan term, provided that payments are being made consistently and on time. Ongoing access to services is contingent upon compliance with the payment agreement.
Mental Wellness Snapshot Subscription Plan: 1-Year Terms:
Certain services provided by our practice require an annual subscription fee. By receiving services under a subscription-based model, the patient acknowledges and agrees to the following terms:
- The patient is financially responsible for the full annual subscription fee, which is due at the beginning of the subscription period.
- This fee is non-refundable and covers access to the Mental Wellness Snapshot for a 12-month period, as outlined in the subscription agreement.
- Failure to submit the annual subscription payment on time may result in suspension or termination of subscription-based services until payment is received.
- Renewal of the subscription for subsequent years is the patient’s responsibility and must be completed prior to the expiration of the current term to avoid any service interruption.
- Refunds for annual subscription payments may be considered only under exceptional circumstances and are issued solely at the discretion of management following a formal review.
By engaging Mentavi Health services, the patient agrees to the terms of this Payment, Cancellation, No-Show and Refund Policy.Â
