Membership Cancellation and Refund Policy

1 What this policy covers

This policy explains TeleHeadache membership billing, renewal, cancellation, refunds, and separately purchased video visits. TeleHeadache LLC provides the platform and administrative services and clinical care through authorized clinicians. The seller identified in your enrollment summary and receipt is responsible for processing charges and refunds under this policy.

Cancel future renewal at any time. There is no cancellation fee and no requirement to call a retention representative. Ordinary cancellation stops future renewal while leaving services available through your paid-through date, subject to clinical eligibility. Refunds follow the rules below. If the law gives you greater rights, those rights apply.

2 Your plan and when membership begins

Every plan includes the same standard clinical services, including the initial structured assessment and appropriate clinician review. The three- and six-month fees are charged as complete periods, not as monthly installments. No annual plan or separate initial-assessment fee is offered under this policy.

You complete a free basic eligibility screen before payment. Membership begins when enrollment and payment succeed, before the full clinical assessment. The initial charge covers the selected period beginning on that date. Delaying your assessment does not move the start date, but the unsubmitted-assessment safeguard below applies.

Medication, copays, pharmacy fees, shipping, tests, imaging, and outside services are separate. Optional video is $200 per visit; clinically required video is $75 per required visit. A clinician’s recommendation for video does not authorize charging you without your agreement.

Membership is cash-pay, and medication insurance benefits are separate. Coverage can still affect whether you may enroll. Review the enrollment restrictions in our Terms of Use and insurance eligibility guidance before payment. Uninsured patients may enroll if otherwise eligible.

3 Automatic renewal and reminders

Your plan renews at the selected interval unless you cancel. Before payment, checkout displays the total charge, any applicable tax, renewal interval, and next renewal date. Your portal also shows the next renewal time and paid-through date. If a billing date does not occur in the renewal month, the displayed date is the last day of that month.

We send a reminder seven days before each renewal, identifying the amount, date, and cancellation method. Cancel before the displayed renewal time to prevent that charge. You do not have to give an additional 24-hour, seven-day, or 30-day cancellation notice.

We give at least 30 days’ notice of a proposed recurring price increase and obtain your affirmative agreement before charging the increased amount. If you do not agree, renewal stops when your current paid period ends. Price changes do not alter an already paid period.

4 How to cancel

In the patient portal, select Membership → Manage membership → Cancel renewal and confirm cancellation. The confirmation shows when access ends and that no further renewal is scheduled. We also send an electronic confirmation you can save.

You may instead contact admin@teleheadache.com. Identify the account and say that you want to cancel future renewal. Do not email payment-card details or your full medical history. We may use reasonable identity verification to protect your account. A request is effective when we receive enough information to identify the account, even if staff process it later. Support hours do not extend your billing obligation.

If the portal is unavailable, use the support route. We correct a charge collected after a timely cancellation. Keep your request or confirmation if available; lack of a screenshot does not automatically defeat a valid request. You do not need to provide a reason or accept another offer.

Uninstalling an app, stopping medication, not logging in, canceling a video visit, or unsubscribing from marketing does not cancel membership. A payment-card dispute is not required to cancel. You may cancel and separately pursue a billing dispute.

5 First membership period before and after clinician review

Before first clinician review begins: If you cancel your first membership before a clinician begins reviewing your submitted medical information, we refund the entire first-period membership payment and cancel renewal. This applies whether the assessment is unsubmitted or is waiting in the review queue. Your treatment request is withdrawn when that cancellation is processed.

“Review begins” means an appropriately authorized clinician actually starts a documented clinical evaluation of your information. Automated screening, assignment to a queue, administrative verification, or simply creating an account does not count as clinician review. If a timing dispute occurs, we check the actual clinical and cancellation records.

Initial service is unsuitable: If initial evaluation determines that your condition cannot appropriately be managed through TeleHeadache and no TeleHeadache treatment plan is provided, we cancel renewal and refund the entire first-period membership payment. This applies even when clinician review has already occurred. Emergency or in-person referral instructions alone do not count as a TeleHeadache treatment plan for this refund rule.

Required video before an initial plan: If a clinician requires a paid video visit to complete your initial evaluation and you choose not to proceed, you may cancel and receive a full first-period membership refund if no TeleHeadache treatment plan has been provided. A separately completed video visit follows the video rules below.

Other cancellations after review begins: The first-period payment is ordinarily not refundable once substantive clinician review has begun, unless one of the exceptions in this policy applies. This includes choosing to stop while requested clarification remains unresolved and the clinician has not determined that the service is unsuitable. Support will check the clinical outcome and timing before denying a requested refund.

An appropriate plan may include non-drug treatment, monitoring, or a decision not to prescribe a requested medication. Payment is for assessment and available care services, not for a particular prescription or result. Lack of a prescription, lack of improvement, insurer denial, or a medication copay alone does not qualify for a membership refund.

6 If you never submit the full assessment

If you have not submitted the full initial assessment within 14 calendar days after enrollment, and no clinician review has begun and no clinical care has been delivered, we automatically cancel the membership and issue a full refund of its first-period payment. We send a reminder before that deadline and a cancellation/refund confirmation afterward. You may also request cancellation sooner.

Saving draft answers does not count as submitting an assessment. This safeguard is intended to avoid continued billing for an enrollment that never reaches clinical care. If a clinician has already provided care or begun an evaluation through another authorized pathway, the review-based rules above apply instead; we explain that situation rather than labeling the assessment complete merely to avoid the safeguard.

7 Later renewals and unused membership time

After an ordinary cancellation, you may continue eligible membership services through the paid-through date. We generally do not prorate a used membership period, refund it because you did not request a refill or send a message, or convert a discounted multi-month plan into separate monthly purchases.

For an unintended renewal, request cancellation and refund within 48 hours after the renewal charge. We refund that renewal in full if no individualized clinical service has been provided during the newly renewed period. Opening the portal, reviewing existing records, or making tracker entries alone does not disqualify you. A new clinician assessment, individualized clinical message response, treatment adjustment, or prescription/refill review is a clinical service. Staff check the actual service record.

This 48-hour option is an additional contractual accommodation, not a limit on correcting unauthorized charges, duplicate charges, charges after valid cancellation, or other legally required refunds. Those matters remain reviewable after 48 hours.

8 When TeleHeadache cannot continue care

If we determine that ongoing care cannot continue because your needs require another setting, you move to an unsupported location, we lose the ability to serve your state, or we end the service or your clinical membership, we stop renewal and refund the unused portion of the current paid period from the effective date care ends. For initial unsuitability before a plan, the full first-period rule applies instead.

We calculate an unused-period refund using the amount actually paid for the period divided by the number of calendar days in that period, multiplied by the number of unused calendar days, rounded to the nearest cent. The effective end date is included as unused if membership services are no longer available that day. Applicable tax is adjusted with the refund. We do not charge back an earlier multi-month discount.

A brief technical interruption does not automatically cancel membership. If an interruption prevents us from providing care you need, contact support. We will arrange a reasonable alternative or, when we cannot continue providing the membership service, apply the unused-period refund. Nothing here excuses our legal obligations or limits a remedy for a failure to provide promised services.

9 Video visit cancellation and refunds

Video visits are separate purchases: $200 for optional video or $75 for clinically required video. We disclose the classification and price before you pay. If an optional booking is determined to be clinically required for that evaluation before the visit occurs, we adjust the price to $75 and refund the $125 difference. One visit is not charged under both categories.

Cancel or request rescheduling at least 24 hours before the appointment for a full video-fee refund or a rescheduled visit, at your choice. Use the portal appointment controls or support. The appointment confirmation shows the scheduled time and timezone. A support request uses its receipt time, not the later staff-processing time.

For cancellation less than 24 hours before the appointment, or a missed appointment, we offer one courtesy rescheduling of that paid visit if you contact support within seven calendar days and choose an available appointment within the next 30 calendar days. If we cannot offer a clinically appropriate available appointment within that period, we refund the fee. If you do not use that option, or miss the courtesy appointment, the original visit fee is retained; we do not charge an additional no-show penalty.

If our clinician cancels, cannot legally conduct the visit, or a technical problem prevents a meaningful visit despite a good-faith attempt to connect, choose a full video-fee refund or rescheduling. We do not retain a fee solely because the connection failed. When a meaningful clinical evaluation has been completed, the fee is normally not refundable because a prescription was declined or a different level of care was recommended.

If you arrive late, we assess whether enough time remains for a safe evaluation. We do not shorten a medically necessary assessment solely to preserve the booking. If the visit cannot be completed, support applies the late-cancellation or technical-failure rule that fits the facts. We consider documented emergencies and accessibility barriers individually.

Canceling membership does not automatically cancel a separately scheduled video visit. We show any outstanding booking when you cancel so you can decide whether to keep it or cancel it. If the visit requires an active membership that will end before the appointment, we help reschedule it within the active period or refund the unperformed visit if no suitable arrangement is available.

10 Refund processing and billing concerns

Request a refund through the portal or support, giving your account identifier and the charge in question. A short explanation is helpful, but detailed medical information should remain in the secure portal. We aim to resolve routine requests and initiate approved refunds within ten business days. Complex disputes may take longer; we provide an update if more information is needed. This process does not extend a refund deadline imposed by applicable law.

Refunds return to the original payment method when possible. Your financial institution controls when the credit appears. If the original method cannot accept the refund, we arrange a secure alternative after appropriate verification. We do not deduct a processing or cancellation fee from a refund owed under this policy.

Pharmacies and outside providers bill independently; their refunds follow their policies and applicable law. A TeleHeadache membership refund does not automatically refund a medication or outside service, and a pharmacy refund does not cancel TeleHeadache membership. We can help identify the appropriate contact.

Contact us about billing errors, duplicate charges, unauthorized payments, or cancellation failures. You retain applicable card, bank, consumer-protection, and other legal rights. We do not require you to waive a dispute or sign a release of clinical claims to receive a refund you are owed.

11 After cancellation or closure

When paid membership ends, routine ongoing membership services stop, subject to professional duties and any care-transition requirements. Do not stop a prescribed medication solely because you canceled; follow your clinician’s instructions and arrange appropriate ongoing care. Refills remain clinical decisions and are not guaranteed by having previously paid for membership.

Cancellation does not delete your medical record or eliminate your right to request it. Use the records-request route described in the Notice of Privacy Practices. Account closure, withdrawal of telehealth consent, and stopping future renewal are related but separate actions; support can help complete the action you intend.

Membership and billing support: admin@teleheadache.com
Online access: 24/7. Time zone: Eastern Time.