VitalCare Health (“Provider,” “we,” “us,” or “our”) provides healthcare services on a cash-pay basis, through both in-person appointments and telehealth services. This Cancellation, Rescheduling & Refund Policy (“Policy”) explains the terms that apply when a patient cancels, reschedules, misses, or is unable to complete an appointment.

This Policy should be read together with our Terms of Use, Privacy Policy, and HIPAA Notice of Privacy Practices.

1. CASH-PAY SERVICES

Our in-person and telehealth services are paid for directly by the patient.

We do not submit claims to health insurance companies for our services. Patients are responsible for applicable fees regardless of whether they subsequently seek reimbursement from an insurance plan.

Before an appointment is scheduled, the applicable consultation fee and any cancellation, rescheduling, or refund terms will be communicated to you.

2. CANCELLATION BY THE PATIENT

Patients may cancel an in-person or telehealth appointment by contacting us through:

Patient Portal: [Patient Portal Link]
Email: info@vitalcarehealth.org
Telephone: +1 (612) 633-7898

Cancellation More Than 24 Hours Before an Appointment

If you cancel at least 24 hours before your scheduled appointment:

• No cancellation fee will generally apply.
• Any prepaid consultation fee may be refunded to the original payment method; or
• You may request that the payment be applied toward a future appointment.

Cancellation Less Than 24 Hours Before an Appointment

If you cancel less than 24 hours before your scheduled appointment, a $20 late cancellation fee may apply.

If the appointment was prepaid, we may deduct the applicable cancellation fee and refund the remaining balance, where applicable.

Same-Day Cancellation

A cancellation made on the same day as the appointment may be treated as a late cancellation and may be subject to the applicable cancellation fee.

3. MISSED APPOINTMENTS / NO-SHOWS

A no-show occurs when a patient:

• Does not attend a scheduled in-person appointment;
• Does not join a scheduled telehealth appointment;
• Does not contact us before the appointment;
• Is unavailable when the provider attempts to begin a telehealth consultation;
• Arrives too late for the provider to reasonably complete the appointment.

A no-show may result in a $50 fee.

If the appointment was prepaid, the applicable no-show fee may be deducted from the amount paid and the remaining balance refunded, where applicable.

Repeated no-shows may result in reasonable restrictions on future scheduling or termination of services, subject to applicable law and professional obligations.

4. LATE ARRIVALS

Appointments are scheduled for specific time periods. Arriving late may reduce the amount of time available for your consultation.

In-Person Appointments

If you arrive late for an in-person appointment, the provider may be unable to extend the appointment beyond the scheduled end time.

If you arrive more than 10 minutes late, the appointment may be treated as a late arrival or, depending on the circumstances, a no-show.

Telehealth Appointments

If you join a telehealth appointment within 10 minutes of the scheduled start time, the provider will generally attempt to conduct the appointment if sufficient time remains.

If you join more than 10 minutes late, the appointment may be considered a late arrival or no-show, and the applicable fee may apply.

Where clinically appropriate, you may be offered an opportunity to reschedule.

5. RESCHEDULING

We understand that circumstances sometimes change.

You may request to reschedule an in-person or telehealth appointment by contacting us at least 24 hours before the scheduled appointment.

When sufficient notice is provided:

• No rescheduling fee will generally apply.
• Your payment may be transferred to the new appointment.
• The new appointment will be subject to provider availability.

Repeated rescheduling may be subject to reasonable limitations.

6. REFUNDS

Refunds will generally be processed using the same payment method used for the original transaction, unless otherwise agreed or required by law.

Full Refunds

A full refund may be issued when:

• You cancel within the permitted cancellation period.
• We cancel an appointment and cannot offer a suitable alternative.
• We determine that the consultation could not reasonably be provided.
• A refund is required by applicable law.

Partial Refunds

A partial refund may apply when:

• A late cancellation fee applies.
• A no-show fee applies.
• Part of a prepaid package or service has been used.
• Another disclosed fee or charge applies.

Non-Refundable Services

Certain services or administrative fees may be designated as non-refundable before purchase.

Any non-refundable charge will be clearly disclosed before you purchase the applicable service. We will not treat a charge as non-refundable unless that restriction has been properly disclosed to you.

7. PROVIDER CANCELLATION

We may occasionally need to cancel or reschedule an appointment due to:

• Provider illness
• Emergency circumstances
• Technical problems
• Unexpected clinical circumstances
• Staffing issues
• Safety concerns
• Other circumstances beyond our reasonable control

If we cancel an appointment and cannot provide a reasonable alternative, you will generally have the option to:

1. Reschedule the appointment; or
2. Receive a refund of the amount paid for the affected appointment.

We will not charge you a cancellation fee when we cancel the appointment.

This applies to both in-person and telehealth appointments.

8. TELEHEALTH TECHNICAL PROBLEMS

Telehealth services depend on technology and internet connectivity.

If a technical problem prevents a telehealth consultation from being completed, we may:

• Attempt to reconnect the telehealth session.
• Use another approved communication method.
• Reschedule the appointment.
• Provide a full or partial refund where appropriate.

You will generally not be charged a cancellation or no-show fee solely because of a technical failure attributable to our systems.

If the problem results from your device, internet connection, failure to install required software, or inability to access the telehealth platform, the circumstances may be treated differently.

We will make reasonable efforts to distinguish between provider-side and patient-side technical problems.

9. WHEN AN IN-PERSON OR TELEHEALTH APPOINTMENT IS NOT CLINICALLY APPROPRIATE

A healthcare provider may determine that the planned method of care is not clinically appropriate.

For example, a telehealth consultation may need to be converted to or followed by an in-person examination where clinically necessary.

Similarly, during an in-person appointment, the provider may determine that you require:

• Laboratory testing
• Diagnostic imaging
• Emergency treatment
• Evaluation by another healthcare professional
• Specialist care
• Other services that VitalCare Health cannot appropriately provide

If a provider determines that the consultation cannot appropriately proceed because the selected care method is clinically unsuitable, we will review the circumstances and determine whether a full or partial refund is appropriate.

Payment for an appointment does not guarantee a particular diagnosis, treatment, prescription, referral, or medical outcome.

10. PROVIDER-PATIENT RELATIONSHIP AND REFUNDS

A refund does not necessarily mean that a provider-patient relationship did or did not exist.

Clinical and professional decisions are separate from payment decisions.

If a provider determines that continuing care is not clinically appropriate or that VitalCare Health cannot continue providing care, we will manage termination of services in accordance with applicable professional and legal requirements.

11. EMERGENCY SITUATIONS

This Policy does not apply in a manner that would delay necessary medical care.

If you are experiencing a medical emergency, call 911 or go to the nearest emergency department.

Do not wait for:

• A refund;
• A cancellation response;
• Appointment confirmation;
• A rescheduling decision; or
• A telehealth consultation

before seeking emergency medical care.

12. REFUND PROCESSING TIME

Approved refunds will generally be initiated within 5–10 business days.

The time required for a refund to appear in your account may depend on your bank, credit card company, or payment processor.

We are not responsible for delays caused solely by third-party financial institutions.

13. PACKAGES AND PREPAID SERVICES

If we offer prepaid packages, memberships, subscriptions, or multiple-visit arrangements, separate terms may apply.

Where applicable, those terms will specify:

• Total package price
• Services included
• Expiration date
• Cancellation rights
• Refund eligibility
• Applicable administrative fees

Unused services will be refunded where required by applicable law or where our published package terms provide for a refund.

14. PROMOTIONAL OFFERS AND DISCOUNTS

Promotional prices, discounts, introductory offers, and special packages may have additional conditions.

The applicable conditions will be disclosed when the offer is presented.

Unless otherwise stated, promotional discounts cannot be combined with other offers.

If a refund is issued for a discounted transaction, the refund will generally be based on the actual amount paid, rather than the standard undiscounted price.

15. CHARGEBACKS AND PAYMENT DISPUTES

Before initiating a payment dispute or chargeback with your bank or card issuer, we encourage you to contact us so that we can investigate and attempt to resolve the issue.

Billing Department: [Name/Department]
Email: info@vitalcarehealth.org
Telephone: +1 (612) 633-7898

Nothing in this Policy limits your rights under applicable law or your right to dispute an unauthorized transaction.

16. EXCEPTIONS AND SPECIAL CIRCUMSTANCES

We recognize that unexpected circumstances may occur.

At our discretion, we may waive or reduce a cancellation or no-show fee when circumstances reasonably justify doing so.

Examples may include:

• Sudden medical emergencies
• Death of an immediate family member
• Serious technical failures
• Other exceptional circumstances

Any waiver is discretionary and does not create an obligation to waive a fee in future circumstances.

17. CHANGES TO THIS POLICY

We may update this Policy from time to time to reflect changes in our services, practices, or applicable laws.

The current version will be posted on our website and will include the applicable Effective Date and Last Updated date.

Changes will not affect rights that have already accrued unless permitted by applicable law.

18. CONTACT US

Questions concerning cancellations, rescheduling, or refunds should be directed to:

VITALCARE HEALTH

Address:
2600 East 25th Street, Upstairs Suite
Minneapolis, MN 55406

Telephone: +1 (612) 633-7898
Email: info@vitalcarehealth.org

Our Commitment

At VitalCare Health, we strive to make both in-person and telehealth care convenient, accessible, and transparent. We encourage patients to communicate with us as early as possible when they need to cancel or reschedule an appointment so that we can accommodate their needs and make appointment times available to other patients.