If you've noticed an unexpected charge or believe a fee was applied in error, you can initiate a dispute directly through your client portal. This article walks you through what to include in your request, how to submit it, and what to expect from start to finish.
Key Points
Fee disputes must be initiated within 30 days of the charge notification, original payment, or discovery of an overpayment or non-rendered service.
Start by messaging your provider through your client portal — include the charge date, amount, and any supporting documentation.
Providers run their own private practice, and refunds for no-show and late cancellation fees are at their discretion.
If Grow Therapy approves your refund, it will be processed within 5–10 business days to your original payment method.
If your provider doesn't respond or declines your dispute, contact the Support Team through the Help widget in your portal.
Before you begin
⚠️ Important: Fee disputes must be initiated within 30 days of the initial charge notification or payment. Review your payment history to confirm you're within this window before proceeding. Refund eligibility is outlined in Grow's Practice Policies.
Understand your charges
Before disputing a charge, identify the specific fee in question by reviewing your payment history. Note the date, amount, and description of the charge.
Your provider's attendance-related fees are outlined in their cancellation policy on their booking page. Providers run their own private practice and have discretion over whether to issue refunds for these fees. Learn more about no-show and late cancellation fees.
Insurance charges
If a session charge differs from what you expected based on your coverage, contact your insurer directly — they have the most accurate information about how your plan applies to each claim. Learn how to understand your insurance coverage.
Dispute a charge
After you decide you want to proceed with disputing a charge, you'll need to gather the appropriate documentation to support your request. Additionally, it's essential to be timely and thorough to avoid further delays.
1) Gather supporting documentation
Before reaching out to your provider, collect any relevant documentation that supports your dispute. This may include:
Receipts or payment confirmations
Correspondence with your provider
Screenshots of any technical errors you encountered
Having these ready will help substantiate your request and prevent delays.
2) Message your provider
Log in to your client portal and navigate to Messages. Compose a message to your provider that includes:
Fee description: Clearly describe the fee you are disputing.
Date of charge: The exact date the fee was debited from your account.
Amount: The fee amount.
Reason for dispute: Explain why you believe the fee is incorrect or unjustified.
Documentation: Attach any supporting documents you gathered earlier.
Here's an example message you can adapt:
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}
3) Review and send
Before sending, 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.
What happens next
After submitting your dispute, keep an eye on your client portal for a response. Your provider may ask for additional information or share a resolution directly through messages.
If your provider approves the refund: Grow Therapy will review the charge and, if it meets eligibility criteria, initiate the refund. Approved refunds are processed within 5–10 business days and returned to your original payment method, unless otherwise approved by our billing department.
If your provider doesn't respond or declines your dispute: Contact the Support Team through the Help widget in your client portal. The team can help facilitate the review and may request documentation or follow up by phone to gather more details. See how to contact the Support Team for instructions.
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.
Contact the billing team
If you need assistance at any point, the Support Team is available through 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.
For more information, see how to contact the Support Team.
🌟 Note: If your provider hasn't responded to your dispute, the Support Team may request supporting documentation — such as screenshots, credit statements, or correspondence — to review your case. They may also follow up by phone to gather more details. Please ensure you have your personal and
account information on hand to verify.
Frequently asked questions
What if my provider doesn't respond to my dispute? If your provider doesn't respond within a reasonable timeframe, contact the Support Team through the Help widget in your client portal. The team can help facilitate the review and may request additional documentation.
What if my provider declines my refund request? If your provider declines, contact the Support Team for further assistance. Grow Therapy will review the charge independently and determine whether it meets the criteria for a refund under Grow's Practice Policies.
Can I dispute a no-show or late cancellation fee? You can submit a dispute, but providers set their own attendance policies and have discretion over whether to issue a refund for these fees. Learn more about no-show and late cancellation fees.
What if I'm past the 30-day window? Disputes submitted after 30 days of the charge notification or original payment may not be eligible for a refund. Contact the Support Team if you have extenuating circumstances — they can review your case individually.
How long does a refund take? Once a refund is approved, Grow Therapy processes it within 5–10 business days to your original payment method.