Grow Therapy offers refunds to some clients, considering each case individually. You may need to meet specific criteria to receive a refund. This guide will walk you through disputing a fee directly with your provider using your secure client portal.
Key Takeaways
Fee disputes must be initiated within 30 days of the initial charge notification, original payment, or the discovery of the overpayment or non-rendered service.
You should initiate a dispute directly with your provider using your client portal. Please include all relevant documentation to avoid delays.
Grow Therapy providers run their own private practice, and all late fees associated with "no-shows" or "late cancellations" are at their discretion.
Before you begin
Disputing a fee with your provider can seem daunting, but you can resolve the issue quickly and effectively with the right approach.
🚨 Important: Fee disputes must be initiated within 30 days of the initial charge notification or payment being debited from your account. Please ensure you are within this window before proceeding. Refund eligibility is outlined in Grow's Practice Policies.
Understand your fees and payment responsibilities
Before initiating a dispute, it's essential to understand the fee or charge in question. Review your receipt that was sent to you via your email on file to identify the specific charge. Note the date, amount, and description of the fee.
Your provider's attendance-related fees are outlined on their booking page via the cancellation policy. It's up to the provider's discretion whether to issue a refund for late cancellations or no-show fees.
Insurance charges and inquiries
Coverage for mental health services varies by insurance plan. If a session charge differs from your expectations, you should contact your insurer to clarify the claim and benefits, as they have the most accurate information about your coverage.
Dispute a charge
After determining you want to proceed in disputing a charge, gathering the appropriate documentation to support your request is crucial. Additionally, it's essential to be timely and thorough to prevent any additional delays.
Gather supporting documentation
First, collect any relevant documentation that supports your dispute. This documentation may include receipts, correspondence with the provider, or screenshots of any technical errors you incurred. Having these documents ready will help substantiate your claim.
Provide details to your provider
Next, send a message to your provider. To do so, log in to your client portal. This portal protects your personal information and provides a secure environment for handling sensitive issues like fee disputes.
Once logged in, navigate to Messages and compose a message to your provider with the following details:
Fee description: Clearly describe the fee you are disputing.
Date of debit: Provide the exact date the fee was debited from your account.
Amount: State the fee amount.
Reason for dispute: Explain why you believe the fee is incorrect or unjustified. Be concise and to the point.
Documentation: Attach any supporting documents you gathered earlier.
Below is an example of a message you can send to your provider:
Hi {provider name},
I want to dispute the no-show fee I was charged on {date} for the amount of {X}. I was experiencing {describe the issue} and could not join our session.
I will attach screenshots of my receipt and the error message I received. I appreciate your consideration to refund this fee.
Kindly,
{Your name}
Review and submit
Before submitting your dispute, review all the information for accuracy. Ensure that your explanation is clear and that all relevant documents are attached. Once you are satisfied, send the message to your provider.
Tips for a successful dispute
After submitting your dispute, please check your Client Portal for responses or updates from your provider. They may contact you for more information or give you a solution directly in your message.
Be timely: Initiate your dispute as soon as you notice the fee to ensure you are within the 30-day window.
Be clear and concise: Provide a straightforward explanation of why the fee is incorrect.
Stay organized: Keep records of all correspondence and documentation related to your dispute.
Refund criteria
Upon receipt of your refund request from your provider, Grow Therapy will review the charge(s) and initiate the refund process if it meets the eligibility criteria. Refunds will be processed within approximately 5-10 business days from the date of approval. Unless otherwise specified and approved by our billing department, refunds will be issued using the original payment method.
Contact the billing team
If you have any questions or need more help, please don't hesitate to contact the Billing Support team using the help widget in your client portal.
In your client portal, select the Help widget at the bottom right.
Select the Send us a message button to start a conversation.
Additional information on contacting support is available in this guide.
⚠️ Please Note: If your provider is not responding, the billing team may request additional information. This information may include documentation such as screenshots, credit statements, or other documents. They may also ask to connect with you via phone to streamline the conversation. Please ensure you have your personal and account information on hand to verify.