The Grow team handles all insurance and billing matters, making it easier to run your practice and allowing you to focus on client care. All payments, including session charges and refunds, must be processed exclusively through the Grow platform to ensure consistency and compliance. This requirement applies to both clients using insurance benefits and those paying out of pocket for their sessions.
⛔ IMPORTANT: All payments and refunds are processed through our third-party processor, Stripe, and initiated by Grow Therapy. Do not use Zelle, Venmo, PayPal, or any other external payment system to accept payments from or issue refunds to clients.
Payments and invoicing
Grow Therapy guarantees insurance payouts even if we are unable to successfully collect from insurance or if clients do not pay their out-of-pocket expenses (e.g., copays, deductibles). However, we cannot guarantee payouts for no-shows and other cash fees, including claims from patients who pay on a cash basis.
Grow Therapy initiates payouts every Friday. Depending on your setup or financial institution, the processed funds from your paid claim(s) may become available in your account on Monday.
Learn how to submit an invoice in your Provider Portal successfully here.
Initiate a refund
Determine refund eligibility
The Grow Therapy Billing Support team is happy to help you issue a refund or reduce an eligible charge incurred by your client. Learn more about eligible cash fees here. Refunds must be initiated within 30 days of the initial charge notification, original payment, or the discovery of the overpayment or non-rendered service. Refund eligibility is outlined in Grow's Practice Policies.
Gather the details
To connect with Provider Billing support and initiate a refund, it's helpful to have the following information ready before speaking with an agent:
Client's initials and DOB
Date of service or invoice submission
Any relevant amounts or additional context from the client
Contact the Billing Support team
To contact the Provider Billing Support team:
Log in to your Provider Portal.
Locate and select the Help Widget icon in the bottom right.
From the Help Widget menu, click the "Send us a message" button to start a conversation.
Type 'Refund a fee' into the message and hit Send.
The Provider Billing Support team will then work with you one-on-one to issue a refund to the client. If the request meets eligibility criteria, refunds will be processed within 5-10 business days from the date of approval.
Frequently Asked Questions (FAQs)
Can I use Zelle or other direct payment methods with a client?
No. To ensure consistency and compliance, all payments, including session charges and refunds, must be processed exclusively through the Grow platform. This requirement applies whether a client uses insurance benefits or pays out of pocket for their sessions.
What types of charges can clients request refunds for?
Clients can request a refund for no-shows, late cancellation fees, or any invoices submitted in error. Learn more about client-facing material on disputes and refunds here. The Client Billing Support team also works with clients one-on-one to resolve duplicate charges or cases where they are charged out-of-pocket when insurance should have been billed.
Clients are encouraged to contact the Client Billing Support team in their Client Portal if they have any questions about their charges or billing summaries.
Where can I review the refund policies?
Refund policies can be reviewed in Grow Therapy's Practice Policies, sections six and seven.