Payment Policy for Clients

1. Introduction and Purpose

SDKare LLC (“SDKare,” “Company,” “we,” “us,” or “our”) is committed to providing transparent, accurate, and consistent payment and billing practices for patients accessing healthcare services through its telehealth platform.

This Payment Policy for Clients (“Policy”) explains how payments are collected, how service charges are determined, when additional fees may apply, how refunds are handled, and what billing rights and responsibilities patients have when purchasing SDKare services.

SDKare operates on a self-pay basis and does not accept or bill health insurance.

Patients are responsible for reviewing the applicable service prices, payment requirements, and cancellation conditions before completing a booking.

This Policy should be read together with SDKare’s Terms & Conditions, Refund Policy, and Patient No-Show and Late Cancellation Policy.

Nothing in this Policy limits rights or remedies available under applicable federal or state law.

2. Scope of This Policy

This Policy applies to payments made for healthcare services and appointments purchased through SDKare, including, where available:

• Mental and behavioral healthcare consultations.
• Online therapy and counseling.
• Primary care consultations.
• Women’s healthcare services.
• Men’s healthcare services.
• Weight management and weight-loss consultations.
• Addiction-related healthcare services.
• Pain management consultations.
• Emotional Support Animal (ESA) evaluations.
• Medication management appointments.
• Follow-up healthcare consultations.
• Other healthcare services offered through SDKare.

The availability, eligibility, and pricing of individual services may vary.

Additional service-specific payment conditions may apply when clearly disclosed before purchase and legally permissible.

This Policy governs payments collected by SDKare or its authorized payment processors. Payments made directly to an independent third party may be subject to that third party’s applicable terms.

3. Self-Pay Services and Insurance

SDKare provides healthcare services on a self-pay basis.

3.1 No Insurance Billing

SDKare does not accept health insurance as payment for its services.

SDKare does not submit claims to private insurance companies, Medicare, Medicaid, or other third-party health coverage programs on patients’ behalf.

Patients are responsible for paying the applicable charges for services purchased through SDKare.

3.2 Patients with Existing Insurance

Individuals who have health insurance may still choose to purchase SDKare services using personal funds.

However, SDKare does not guarantee that a patient’s insurance plan will reimburse any amount paid for SDKare services.

Patients who wish to seek reimbursement independently should consult their insurance provider to determine whether reimbursement is available.

3.3 Financial Responsibility

By purchasing an SDKare healthcare service, the patient accepts responsibility for the disclosed charge and any additional fees that are lawfully imposed under the applicable booking conditions.

Patients are not responsible for undisclosed charges or fees that cannot legally be imposed.

4. Service Pricing and Fee Disclosure

SDKare establishes prices for its available healthcare services and appointments.

4.1 Pricing Before Purchase

The applicable service price will be presented through the relevant booking or purchase process before the patient authorizes payment.

Patients should review:

• The selected healthcare service.
• Whether the appointment is an initial or follow-up consultation.
• The total charge presented at checkout.
• Any separately disclosed additional services.
• Applicable cancellation and rescheduling conditions.
• Whether any service-specific payment terms apply.

4.2 Initial and Follow-Up Appointments

Initial and follow-up appointments may have different prices.

The applicable amount depends on the selected service and the price disclosed at the time of booking.

Payment for an initial consultation does not automatically include future follow-up appointments.

4.3 Additional Healthcare Services

Additional evaluations, consultations, or separately selected services may involve additional charges.

Any such amount must be disclosed before the patient authorizes the related purchase.

A patient will not automatically be charged for an additional service solely because a healthcare provider recommends it.

4.4 Changes to Prices

SDKare may revise service prices prospectively.

Updated prices will apply to new purchases according to the price and conditions presented before payment.

Price changes will not retroactively alter previously completed transactions without a lawful basis and any required authorization.

5. Payment at the Time of Booking

Payment is generally required when a patient schedules an appointment through SDKare.

5.1 Advance Payment

Patients must complete the applicable payment process to confirm appointments that require advance payment.

Submitting a booking request without completing a required payment does not guarantee that an appointment has been confirmed.

5.2 Appointment Confirmation

An appointment is considered confirmed when the required booking and payment conditions have been satisfied, and the appointment has been accepted through SDKare’s scheduling process.

Provider availability, patient eligibility, and applicable legal requirements remain relevant.

5.3 Payment Authorization

By submitting payment information and completing a purchase, patients authorize SDKare LLC or its authorized payment processor to charge the disclosed amount for the selected service.

Payment authorization applies to the specific transaction presented to the patient.

It does not establish authorization for unrestricted future charges.

5.4 Unsuccessful Payments

If a payment is declined, incomplete, or cannot be verified, SDKare may be unable to confirm the requested appointment.

Patients may be asked to provide another valid payment method or complete payment before confirmation.

SDKare does not guarantee an appointment time will remain available while payment issues are unresolved.

6. No Subscriptions, Memberships, or Automatic Renewals

SDKare does not operate a subscription, membership, or automatic renewal billing model for its healthcare services.

6.1 Individual Service Purchases

Patients pay for individual appointments or separately selected services.

An initial appointment does not automatically create a recurring payment obligation.

6.2 Follow-Up Appointments

Follow-up appointments are separate healthcare services unless otherwise expressly included in the disclosed purchase.

Any additional payment requires an appropriate booking or purchase arrangement.

6.3 No Automatic Charges

SDKare does not automatically charge patients for future appointments solely because they attended a previous consultation.

Patients will not be enrolled in automatic renewals or recurring payment plans through ordinary appointment purchases.

6.4 Ongoing Clinical Treatment

A provider may recommend ongoing care or additional follow-up consultations.

Such recommendations do not independently authorize automatic billing.

Patients are responsible only for charges properly disclosed and authorized under the applicable arrangements.

7. Appointment Cancellations, No-Shows, and Rescheduling Fees

SDKare maintains specific payment rules for appointment cancellations, missed consultations, and rescheduling requests.

Unless a lawfully disclosed service-specific exception applies, the following standard terms govern.

7.1 Cancellations at Least 24 Hours Before an Appointment

Patients who cancel an appointment at least 24 hours before its scheduled start time are generally eligible for a full refund of the applicable appointment fee.

A separately disclosed and legally permissible non-refundable booking condition may apply.

No $25 late-cancellation or no-show fee applies to a qualifying timely cancellation.

7.2 Late Cancellations

A late cancellation occurs when a patient cancels an appointment less than 24 hours before its scheduled start time.

For a late cancellation:

• The original appointment payment is non-refundable.
• The original payment is retained and applied toward the rescheduled appointment.
• The patient may request another available appointment.
• The applicable $25 fee may apply according to the patient’s scheduling history and the exceptions described below.

The retained appointment payment is separate from any additional late-cancellation fee.

7.3 First Late Cancellation

The first qualifying late cancellation is eligible for a one-time waiver of the $25 late-cancellation fee.

The patient may reschedule without paying that additional fee for the qualifying occurrence.

However:

• The original appointment payment remains non-refundable.
• The original payment carries forward to the rescheduled visit.
• The waiver does not create a right to a refund.
• Special exceptions may apply under Sections 7.7 and 7.8.

7.4 Subsequent Late Cancellations

Subsequent qualifying late cancellations are subject to a $25 fee.

The fee must be paid separately before another appointment is rescheduled, unless already paid or an applicable exception applies.

The original appointment payment remains non-refundable and continues to be applied toward the rescheduled visit.

The $25 fee is not deducted from an otherwise eligible refund.

7.5 First No-Show

A patient’s first qualifying no-show is eligible for one complimentary rescheduling opportunity.

For this occurrence:

• The $25 no-show fee is waived.
• The original appointment fee remains non-refundable.
• The original payment is applied toward the rescheduled appointment.
• No additional scheduling-event fee is charged solely for that complimentary rescheduling.

7.6 Subsequent No-Shows

Subsequent qualifying no-shows are generally subject to a $25 no-show fee.

The fee must be paid separately before another rescheduling request is completed, unless already paid or an applicable exception applies.

The original appointment payment remains non-refundable and carries forward to the rescheduled visit.

The original appointment payment and $25 scheduling fee are separate financial obligations.

7.7 No-Show and Late Cancellation Within 24 Hours of Each Other

SDKare ordinarily tracks no-shows and late cancellations separately.

However, if a no-show and a late cancellation occur within 24 hours of one another, the first event chronologically receives the applicable first-occurrence waiver.

The second event is subject to the applicable $25 fee unless another expressly stated exception applies.

The standard first-occurrence waivers cannot both be used to avoid fees for two qualifying events occurring within that same 24-hour period.

7.8 Late Cancellation After Complimentary Rescheduling of an Initial No-Show

If a patient misses an initial appointment, receives complimentary rescheduling, and then cancels the rescheduled initial appointment less than 24 hours before its scheduled start time, a $25 late-cancellation fee applies.

This special rule applies even if the patient has not previously used the standard first late-cancellation waiver.

The original appointment payment remains non-refundable and is carried forward toward a further rescheduled appointment.

The $25 fee must be paid separately before further rescheduling, unless already paid.

7.9 Same-Day Initial Appointments

Initial appointments booked by new patients for the same calendar day are non-refundable if canceled or missed by the patient.

Patients are eligible for one complimentary rescheduling opportunity.

The original appointment payment is applied toward the rescheduled consultation.

No additional $25 no-show fee applies to the missed original same-day initial appointment when the original non-refundable payment is retained.

After the appointment has been rescheduled, subsequent cancellations and missed appointments remain subject to the applicable standard rules.

Existing patients are subject to the general cancellation and no-show requirements unless a different lawful booking condition applies.

7.10 Three Consecutive Cancellations

SDKare may review scheduling arrangements when a patient cancels appointments three consecutive times.

This review may occur regardless of whether the cancellations were timely or late.

Additional scheduling conditions or charges may apply only when legally permissible and appropriately disclosed before they become effective.

This Policy does not automatically authorize an unspecified charge for three consecutive cancellations.

7.11 Late Arrival

Patients arriving more than 15 minutes after the scheduled appointment time may be unable to complete the consultation if the provider cannot reasonably accommodate the remaining time.

Where a late arrival is properly classified as a missed appointment, the applicable no-show provisions may apply.

The circumstances will be reviewed before the relevant fee is assessed.

8. Refund Eligibility and Payment Adjustments

Refunds are governed by SDKare’s Refund Policy and applicable law.

8.1 Eligible Refunds

Refunds may be available for:

• Qualifying cancellations submitted at least 24 hours before the scheduled appointment.
• Appointments canceled by SDKare or the healthcare provider before services are delivered.
• Services not provided where a refund is legally required or otherwise appropriate.
• Verified duplicate charges.
• Confirmed billing errors.
• Other circumstances requiring a refund under applicable law.

8.2 Non-Refundable Appointment Payments

Appointment payments are generally non-refundable when:

• A patient makes a late cancellation.
• A patient fails to attend a scheduled appointment.
• A patient cancels or misses an original same-day initial booking.
• A healthcare consultation has been completed.

Applicable complimentary rescheduling or appointment-credit rights remain available according to the relevant policy.

8.3 Completed Healthcare Services

Payment for a healthcare consultation covers the provider’s professional evaluation and services.

A completed consultation is not automatically refundable because:

• A requested medication was not prescribed.
• A requested controlled-substance refill was declined.
• A particular diagnosis was not established.
• A requested ESA letter was not issued.
• Additional testing or follow-up care was recommended.
• The patient did not receive the desired clinical outcome.

This provision does not restrict legal remedies for services improperly delivered or otherwise covered by mandatory refund rights.

8.4 Provider-Initiated Cancellations

When SDKare or the provider cancels an appointment before care is delivered, no patient cancellation or no-show fee applies.

The patient may be offered rescheduling or a refund, depending on the circumstances and applicable law.

8.5 Technical Failures

Technical difficulties attributable to SDKare or the healthcare provider will be assessed for an appropriate resolution.

Patient-side technical difficulties do not automatically establish refund eligibility.

8.6 No Deduction of Scheduling Fees From Refunds

SDKare does not deduct an applicable $25 late-cancellation or no-show fee from a refund otherwise owed to the patient.

A properly assessed scheduling fee is a separate charge.

A qualifying full refund of an appointment fee will not be reduced by an undisclosed administrative or scheduling deduction.

9. Rescheduling Credits and Previously Paid Appointment Fees

When a payment is retained under the applicable late-cancellation or no-show rules, it is generally applied toward the patient’s rescheduled appointment.

9.1 Application of Existing Payments

The original appointment payment is carried forward to the replacement appointment as provided by SDKare’s scheduling policies.

The credit is not a cash refund.

9.2 No Automatic Refund Upon Rescheduling

Requesting a new appointment date does not automatically convert a non-refundable appointment payment into a refundable payment.

9.3 Additional Service Purchases

A payment credit associated with an appointment does not automatically cover a different healthcare service or an additional service purchase.

Any additional amount must be appropriately disclosed and authorized.

9.4 Applicable Scheduling Fees

If a $25 scheduling fee applies, it is payable separately and does not reduce the amount of the original appointment credit.

10. Third-Party Payments and Additional Charges

Certain healthcare services may involve independent third parties, including pharmacies, laboratories, diagnostic facilities, and other healthcare providers.

10.1 Separately Charged Services

Patients may be responsible for additional charges when they independently purchase:

• Prescription medications.
• Laboratory tests.
• Diagnostic services.
• Specialist consultations.
• Other separately selected healthcare items or services.

Such charges are not automatically included in a standard SDKare consultation fee.

10.2 Third-Party Transactions

Payments made directly to an independent third party may be governed by that provider’s billing, fulfillment, and refund procedures.

SDKare does not automatically control refunds for transactions conducted directly between the patient and a separate entity.

10.3 Included Services

Where an SDKare purchase includes additional healthcare items or services, the scope and applicable price must be disclosed before purchase.

No additional service charge will be imposed without an appropriate legal basis and required authorization.

10.4 Clinical Recommendations

A healthcare provider’s recommendation for additional services does not itself authorize SDKare to charge the patient for those services.

11. Payment Methods and Processing

SDKare may use authorized third-party payment service providers to facilitate transactions.

11.1 Accepted Payment Methods

Available payment methods are identified through the relevant SDKare payment or booking process.

SDKare does not guarantee acceptance of every card, financial institution, or payment method.

11.2 Payment Processor Responsibilities

Payment processing may involve verification, authorization, settlement, fraud detection, or other payment-related activities.

Independent payment service providers may apply their own technical and financial processing requirements.

11.3 Payment Information

Patients must provide accurate billing information and use payment methods they are authorized to use.

11.4 Payment Processing Errors

If a payment cannot be completed or is incorrectly processed, patients should contact SDKare Patient Support for assistance.

Verified billing errors will be addressed according to applicable law and the circumstances.

12. Refund Processing and Timelines

12.1 Refund Review

Refund requests are evaluated according to SDKare’s Refund Policy, the applicable booking conditions, and legal requirements.

12.2 Approved Refunds

Once approved, the refund will generally be initiated through the original payment channel.

12.3 Processing Time

The time required for a refund to appear in the patient’s account may depend on the payment processor, financial institution, card issuer, and applicable network requirements.

SDKare will comply with legally required refund deadlines.

12.4 Original Payment Method

Refunds are generally returned to the original payment method when available.

Where that is not possible, SDKare may coordinate an alternative lawful refund method.

12.5 No Unauthorized Deductions

SDKare will not reduce an eligible appointment-fee refund by deducting a separate no-show or late-cancellation fee.

Any applicable additional fee must be handled as a separate charge.

13. Duplicate Payments, Billing Errors, and Unauthorized Transactions

Patients should promptly report any suspected:

• Duplicate payment.
• Incorrect charge.
• Unauthorized transaction.
• Incorrect service amount.
• Unrecognized billing entry.
• Refund processing discrepancy.

SDKare may review relevant transaction records, booking information, and payment processor data to determine the appropriate correction.

Where an error is confirmed, SDKare will initiate an appropriate correction or refund in accordance with applicable law.

Patients retain their legal rights concerning unauthorized transactions and payment errors.

Patients should not transmit full payment-card numbers, card security codes, or sensitive banking credentials through ordinary email.

14. Payment Disputes and Chargebacks

Patients are encouraged to contact SDKare Patient Support regarding billing concerns or disputed charges.

SDKare may review the circumstances using relevant payment, scheduling, and service records.

Patients retain applicable rights to dispute charges through:

• Their payment-card issuer.
• Their bank or financial institution.
• Applicable payment networks.
• Consumer protection agencies.
• Other legally authorized channels.

Nothing in this Policy requires patients to waive statutory billing dispute rights.

Where a chargeback is initiated, SDKare may respond through the relevant payment processor by supplying transaction information consistent with applicable law.

SDKare will not treat an eligible legal dispute as an automatic waiver of a patient’s healthcare, privacy, or consumer protection rights.

15. Good Faith Estimates and Patient Billing Rights

Under the federal No Surprises Act, eligible uninsured and self-pay patients have the right to receive a Good Faith Estimate of expected charges for qualifying healthcare items and services.

Because SDKare operates on a self-pay basis, these protections are relevant to eligible patients.

15.1 Right to a Good Faith Estimate

Eligible patients have the right to receive a written Good Faith Estimate identifying the expected charges for qualifying healthcare services.

The estimate generally includes an itemized description of expected services and associated charges, together with information required by applicable federal regulations.

A Good Faith Estimate is not a bill and does not guarantee that the final amount will be identical in every circumstance.

15.2 When an Estimate Is Required

Under applicable federal requirements:

• When an appointment is scheduled 3 to 9 business days in advance, the estimate must generally be provided within 1 business day after scheduling.
• When an appointment is scheduled at least 10 business days in advance, the estimate must generally be provided within 3 business days after scheduling.
• When an eligible patient requests an estimate, it must generally be provided within 3 business days after the request.

An estimate is generally not required solely because an appointment is scheduled fewer than 3 business days in advance, although a separate patient request may trigger the estimate requirement.

15.3 Disputing Charges That Exceed an Estimate

If the final bill from a healthcare provider or facility is at least $400 higher than the Good Faith Estimate issued by that provider or facility, an eligible patient may qualify for the federal patient-provider dispute resolution process.

Patients generally have 120 calendar days from the initial bill date to initiate an eligible dispute.

Applicable procedural requirements and eligibility conditions must be satisfied.

15.4 Requesting Information

Patients may contact SDKare for information about requesting a Good Faith Estimate or understanding applicable billing rights.

Further information is available through the Centers for Medicare & Medicaid Services:

https://www.cms.gov/medical-bill-rights

15.5 Independence from Refund Rules

Good Faith Estimate rights are separate from SDKare’s standard cancellation, refund, and rescheduling conditions.

Nothing in this Policy limits patient protections under the No Surprises Act or other applicable federal and state billing laws.

16. Privacy and Payment Information Security

SDKare recognizes the importance of protecting personal, financial, and healthcare information.

Payment-related information may be processed by authorized payment providers according to their applicable security and contractual obligations.

SDKare handles personal information and protected health information in accordance with applicable federal and state privacy laws, including HIPAA where applicable.

16.1 Appropriate Use of Payment Information

SDKare uses payment information for legitimate purposes, including:

• Processing authorized transactions.
• Maintaining accurate billing records.
• Addressing payment questions.
• Processing eligible refunds.
• Reviewing suspected fraud or payment errors.
• Meeting applicable legal obligations.

16.2 Security and Confidentiality

Reasonable safeguards must be maintained for payment-related information according to applicable law and the responsibilities of the entities involved.

16.3 Patient Responsibilities

Patients should protect their account credentials and avoid sharing complete payment-card details through unsecured communication channels.

16.4 Related Privacy Documents

Additional information is available in SDKare’s Privacy Policy, HIPAA Notice of Privacy Practices, and HIPAA Privacy and Security Policy.

17. Changes to This Payment Policy

SDKare LLC may revise this Policy to reflect changes in service offerings, payment procedures, billing practices, operational requirements, or applicable law.

The Last Updated date at the beginning of this Policy will reflect the most recent approved revision.

Where required by law, SDKare will provide appropriate notice of material changes.

Changes will not retroactively impose previously undisclosed charges on completed purchases or eliminate accrued statutory rights.

For appointments already booked, applicable payment terms will be determined in accordance with the conditions presented at purchase and governing law.

18. Contact SDKare

For questions concerning payments, billing, refunds, appointment credits, scheduling fees, or this Policy, please contact:

SDKare LLC

Website: https://sdkare.com/

Email: contact.support@sdkare.com

Phone: (520) 800-6043

Mailing address: 2810 N Church St, Wilmington, DE 19802, United States

Patients may contact SDKare to request assistance with billing errors, payment discrepancies, eligible refunds, or Good Faith Estimate inquiries.

Questions requiring clinical judgment should be discussed with an appropriately licensed healthcare provider.

SDKare is not an emergency medical service. For medical emergencies, call 911 or visit the nearest emergency department.