MD Connected Refund Policy
It’s important to give the healthcare provider as much information as possible in advance to ensure that you aren’t charged unnecessarily.
Before you first submit the request, MD Connected displays the price of the consultation. Just like in-person visits, consultation fees on MD Connected are for the healthcare provider’s time in the visit and are not a guarantee of any specific medical outcome. It’s important to please include as much detail as possible in the initial consultation request to help our providers determine if your needs can be safely met through an online visit. If based on that information, they decline the consultation in advance, you will not be charged (see Authorization holds below).
If, however, your consultation request is accepted and you start chatting with the healthcare provider, whether or not to charge for the visit is entirely at the healthcare provider’s discretion. Sometimes a provider is able to quickly determine that the issue isn’t appropriate for online care and they may choose to close the visit without charge. However, they are entitled to charge for their time if it takes more than a few minutes to assess the case, even if no treatment can ultimately be provided beyond a recommendation for in-person care.
If you happen to have private health insurance and have questions about the consultation fee, please contact our support team at mydoc@mdconnected.ca or via webchat at www.mdconnected.ca before you submit the consultation request and we will help ensure that your coverage is being properly applied.
Authorization holds
If you requested a consultation and the provider declined it before you had the chance to speak together, you will not be charged. What looks like a charge is an authorization hold. When you request a consultation, MD Connected places a temporary hold on your card to protect against fraud from unauthorized card usage. The fee will not actually be charged to your account.
If your request is declined, we immediately release the authorization hold. It might take some time for you to see that reflected in your account, depending on your bank’s policies.
Partial or full refunds
As you know, we’re here to quickly and conveniently connect you to a healthcare provider, anytime you need. We can consider issuing a full or partial refund if:
- You bought a membership and no longer need it. The refund will be prorated for time and any consultations you’ve completed during the membership. For example, if you decide to cancel a membership, we will deduct the cost (at full price) for any completed MD Connected visits. Expired memberships cannot be refunded.
- The healthcare provider you saw informs us that you shouldn’t be charged for the consultation.
No refunds
As the fee is for the provider’s time, we’re not able to issue a refund if you were connected to a healthcare provider and had a consultation with them. All healthcare outcomes including prescriptions, sick notes, and treatment are up to the healthcare provider’s discretion based on their judgment and professional expertise.
