Quick guide to refunds on HealthTap

Last Updated: Feb 08, 2017 12:44AM UTC
#1 - I did a free trial for HealthTap Prime and forgot to cancel my membership before my first paid month of my subscription. Can I get a refund?

#2 - I am part of the way through my HealthTap Prime subscription this month. Can I cancel my subscription mid-month and get a refund?

#3 - I paid to send a message to a doctor, and I didn’t yet get an answer. Can I get a refund?

#4 - I did a Live HealthTap Concierge Virtual Consult with a doctor, and there was a technical issue. Can I get a refund?


#1
Question: I did a free trial for HealthTap Prime and forgot to cancel my membership before my first paid month of my subscription. Can I get a refund?
 
Answer: Thank you for trying HealthTap Prime. HealthTap Prime is a subscription service that gives you 24/7/365 access to primary care doctors in HealthTap Prime virtual consults. HealthTap Prime payments are paid at the beginning of a subscription period and cannot currently be refunded. Here is a summary of how the HealthTap Prime subscription payments work:
 
• When you pay for your HealthTap Prime subscription, you are paying for access to the service for a month.
• If you cancel your subscription mid-cycle, you maintain access to the HealthTap Prime service until the subscription’s renewal date (upon which you would not be charged for a cancelled subscription, and you would lose access to the HealthTap Prime service).
• Therefore, HealthTap Prime subscription fees are not refunded (nor refunded on a prorated basis) upon cancellation.
• If you decide that you do not want to become a paying user of HealthTap Prime under the standard HealthTap Prime Terms in effect at the end of the Free Trial Period, you must cancel your HealthTap Prime subscription (in the Billing Settings section of your HealthTap account Settings) before the end of the Free Trial Period.
 
Make the most of your HealthTap Prime subscription by initiating virtual consults with primary consults to get help with your healthy living goals and acute health issues (non-emergencies), ask questions to get answers from doctors in our Medical Expert Network, and get discounts on specialist virtual consults in our HealthTap Concierge service.
 
If you would like to cancel your next month’s HealthTap Prime subscription renewal, please visit this article for instructions to do so. Please expect a confirmation message upon the cancellation of your HealthTap Prime subscription.
 
 
#2
Question: I am part of the way through my HealthTap Prime subscription this month. Can I cancel my subscription mid-month and get a refund?
 
Answer: You pay for your HealthTap Prime monthly subscription at the beginning of each subscription period so you can make the most of the service for that month. Your access to the HealthTap Prime services lasts until the end of the subscription period, at which time your subscription automatically renews unless canceled beforehand. If you cancel your HealthTap Prime mid-subscription period, you maintain access to the HealthTap Prime services through the rest of and not beyond that subscription period, and you are not charged at the beginning of the next subscription period. You may resubscribe to HealthTap Prime at any time after cancellation (pricing may change over time).
 
#3
Question: I paid to send a message to a doctor, and I didn’t yet get an answer. Can I get a refund?
 
Answer: Most Message Consults in the HealthTap Concierge service get an answer within 24 hours, and doctors have up to 36 hours to answer. After that, if your question has not been answered, HealthTap returns your credits used to pay for the message to your credit balance for use toward another Message Consult or Live Consult with a doctor available on HealthTap Concierge. If you would like to request a refund of credits you have in your Credit Balance on HealthTap, please submit a request here.
 
#4
Question: I did a Live HealthTap Concierge Virtual Consult with a doctor, and there was a technical issue. Can I get a refund?
 
Answer: We record connectivity data for every virtual consult for quality assessment and assurance. Most technical issues are related to poor connectivity through a cellular, WiFi, or hard-wired network. If you experienced a technical issue in a Live HealthTap Concierge Virtual Consult and would like to request a refund, please do so here. You may be eligible for a refund if the technical issue is found to be the responsibility of HealthTap. HealthTap is not responsible for your own technical or connectivity limitations and does not refund Virtual Consults with issues resulting from your technical or connectivity limitations.

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