Context: You've met with a provider, and it isn't working out. A positive and trusting relationship between you and your provider is essential to ensure successful collaboration and coordination as part of your care. If you've met with a provider and feel like it isn't a good match, then looking to change that relationship is normal.

Refund Outlook: Grow Therapy providers run their own private practice, and all fees associated with your past sessions are at their discretion. The Grow Therapy support team can communicate with your provider to request a refund; however, the provider is not required to provide refunds for past services rendered.

Supporting Information: To request a refund due to fit, please include your provider's name, the amount you want refunded, and the reason(s) you believe you and your provider aren't a good match.

Next Steps: After contacting support with your request, the support team will work with you and your provider to resolve the refund request. Regardless of the outcome, the support team will also offer to work with you to find a new provider. Alternatively, you are welcome to decline their offer and leverage the Grow Therapy Marketplace to find a provider on your own. Helpful information on matching with a provider is available in these help center resources.

Context: You joined your telehealth session, and your provider never showed up.

Refund Outlook: Generally, any situation in which a provider fails to attend a session without cause will result in a refund or prorated session for the client.

Supporting Information: To request a refund due to a provider no-show, please include your provider's name, the session you want to be refunded, and any supporting documentation that you might have, such as a screenshot with a timestamp of the session waiting room or an acknowledgment from the provider (e.g., email or message) that they were unable to attend.

Next Steps: After contacting support with your request, the support team will work with you and your provider to resolve the refund request.

Context: You canceled your appointment and were charged a fee.

Refund Outlook: A late cancellation fee can be charged if a client does not cancel or reschedule with at least 24 hours notice. Grow Therapy providers run their own private practice, and all late fees associated with "no-shows" are at their discretion.

Supporting Information: To dispute a late fee associated with a canceled appointment, please include your provider's name, the session date and time associated with the cancellation, and any supporting documentation that supports your claim that the cancellation was made with proper notice or that there were extenuating circumstances that were outside of your control.

Next Steps: After contacting support with your request, the support team will work with you and your provider to resolve the refund request.

Context: You attempt to access your portal to contact your provider (e.g., message about a cancellation) or to join a telehealth session, but your client portal is unresponsive or unavailable.

Refund Outlook: Generally, any situation in which you cannot communicate with your provider or attend a session due to platform issues will result in a refund or prorated session for the client.

Supporting Information: To request a refund due to platform issues, please include your provider's name, the session you want to be refunded, the issues you were encountering, and any supporting documentation that you might have, such as a screenshot with a timestamp of the platform issue(s).

Next Steps: After contacting support with your request, the support team will work with you to confirm the situation, such as by cross-checking your experience with their log of platform issues, to resolve the refund request.

Context: You received care from your provider and believe you were billed for incorrect services.

Refund Outlook: Grow Therapy providers run their own private practice, and all fees associated with your sessions are at their discretion. The Grow Therapy support team can communicate with your provider to request a refund or adjustment; however, most billing "mismatches" are resolved via a further explanation of benefits or the billing codes used during your care.

Supporting Information: To request a refund or adjustment due to "incorrect services" rendered, please include your provider's name, the session(s) you believe were impacted, and any supporting documentation that you might have, such as ICD or CPT codes included on your invoice.

Next Steps: After contacting support with your request, the support team will work with you and your provider to resolve the refund request.

Context: You've attended a session and received a bill only to realize that your provider doesn't accept your insurance.

Refund Outlook: While this scenario is increasingly rare due to the insurance checks provided when booking an appointment through the marketplace or updating your insurance information in your client portal, things happen.

Supporting Information: To request a refund or adjustment due to insurance coverage, please include your provider's name, the session(s) you believe were impacted, and any supporting documentation you might have, such as recent changes to your coverage or location.

Next Steps: After contacting support with your request, the support team will work with you and your provider to resolve the refund request. Regardless of the outcome, the support team will also offer to work with you to find a new provider that accepts your insurance or ensure that you understand your new out-of-pocket costs. Alternatively, you are welcome to decline their offer and leverage the Grow Therapy Marketplace to find a provider on your own. Helpful information on matching with a provider is available in these help center resources.