Clear rules for completed care, undelivered services, subscriptions and billing errors.
A completed consultation means the clinician has completed the patient evaluation, communicated the assessment and care plan to the patient, and submitted the encounter note. This applies to video, phone, live chat and asynchronous consultations. For async care, the written clinical response must be delivered through the patient portal. Intake submission, payment, scheduling, opening a chart, preliminary review or an unanswered call alone does not complete a consultation.
A completed consultation remains chargeable when the clinician determines that no prescription is appropriate or recommends in-person care. Payment purchases professional evaluation, not a prescription or a guaranteed result. We honor any more favorable refund promise in the terms accepted for the purchase.
We refund undelivered consultations, consultations prevented by practice or platform failure, duplicate or erroneous charges, and renewal charges made after a valid cancellation took effect. A missed or cancelled appointment does not by itself justify retaining the full visit fee. Any separate attendance fee must have been effective, disclosed and acknowledged before booking; the proposed $45 no-show policy is not activated by this page.
Subscription inclusions are stated in the selected plan and checkout. Medication, shipping and lab costs are included only when expressly listed; they are not included in care-only memberships. Acne Care covers physician care and monthly async updates; your chosen retail pharmacy and local lab bill you or your insurance separately. YourMD does not pay or reimburse those charges.
Cancel a subscription in the patient portal, by emailing support@yourmd.online, or by calling (702) 430-7801. Cancellation stops future renewals and carries no subscription cancellation, early-termination or reinstatement fee. Current-period refunds remain available for undelivered services and the exceptions in the Refund Policy. Separate appointment attendance fees are not subscription cancellation fees.
Existing subscribers keep the price for a paid term. We provide at least 90 days' advance notice before an increase to an existing subscriber's price, including a migration that increases it, and apply it no earlier than a subsequent renewal after that notice. A plan retirement without a price increase requires at least 60 days' notice. Other material billing-policy changes require at least 60 days' notice and do not apply retroactively. A longer notice or more favorable promise already accepted is honored.
Please contact support about billing errors so we can help promptly. Contacting us first is encouraged, not required to exercise lawful bank or card-issuer dispute rights. A good-faith dispute is not a breach of these terms and does not by itself trigger a penalty or loss of access to medical records. Do not wait for our response if an issuer deadline is approaching.
YourMD refunds charges collected by YourMD. A pharmacy or laboratory that bills you directly handles its own charges; we can help with coordination. If an expressly included medication is not supplied, is incorrect or damaged, we arrange correction or refund its undelivered medication portion. A recall is handled with the dispensing pharmacy, with refunds for any unfulfilled portion collected by YourMD. Dispensed prescription products generally cannot be returned for resale; this does not remove remedies for errors, recalls or non-delivery.
Clinical outcomes are not guaranteed. Lack of the desired outcome, a different prescription than requested, or a decision not to prescribe does not by itself undo a completed consultation. More favorable terms accepted for an earlier purchase remain applicable.
These completion and refund rules apply to direct bookings, Zocdoc, WebMD and other referral channels. Advertising or referral costs do not make an undelivered consultation non-refundable.
The attendance-policy draft proposes a $45 qualifying no-show fee and keeps the separate $25 late-cancellation provision distinct. It requires an announced effective date and advance recorded acknowledgment. Neither publication nor a saved card activates it. Do not apply both attendance fees to one appointment or retain a full visit payment in addition to an attendance fee. Any valid separately disclosed fee is reconciled with prepayment and the excess refunded.
Email support@yourmd.online or call (702) 430-7801 with your account email, transaction date, amount and a brief explanation. Do not email card numbers or detailed medical records; use the secure portal for clinical documentation. Keep your cancellation confirmation.
We acknowledge requests within 2 business days, process straightforward approved refunds within 5 business days, and allow 7–14 business days for requests requiring clinical review. Refunds return to the original payment method; your payment provider controls when they appear, commonly within 5–10 business days after processing.
We investigate disputes and may provide relevant transaction and service-delivery evidence to the payment processor, subject to privacy requirements. We do not impose a chargeback penalty or treat contacting an issuer before support as a breach. A dispute does not itself cancel future renewals; use the cancellation methods above if you also want to end a subscription.
Issuer deadlines and protections vary by payment method. See the CFPB guidance on credit-card billing disputes. Nothing here waives rights provided by applicable law.
We preserve the terms accepted for a purchase and do not retroactively reduce refund rights. Material changes follow the notice rules above. This policy governs YourMD telehealth charges; it does not govern separately purchased AI products.