Refund Policy

1. Introduction and Purpose

SDKare LLC (“SDKare,” “Company,” “we,” “us,” or “our”) is committed to maintaining transparent, consistent, and fair payment, cancellation, rescheduling, and refund practices.

This Refund Policy explains the circumstances under which patients may request refunds, how appointment cancellations and missed visits are handled, and when additional scheduling fees may apply.

SDKare provides healthcare services on a self-pay basis. Patients are responsible for reviewing the applicable service price, appointment conditions, and refund terms before completing a booking.

This Policy applies to appointments and services purchased through SDKare unless a different service-specific arrangement has been expressly disclosed before purchase and is permitted by applicable law.

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

Nothing in this Policy limits consumer, patient, or refund rights that cannot lawfully be waived.

2. Standard Appointment Cancellations With at Least 24 Hours’ Notice

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

2.1 Eligibility for a Refund

A refund is generally available when:

• The cancellation is submitted at least 24 hours before the scheduled appointment time.
• The healthcare consultation has not already been provided.
• No separately disclosed and legally permissible non-refundable booking condition applies.
• The request otherwise satisfies applicable legal requirements.

An appointment canceled with at least 24 hours’ notice is not considered a late cancellation.

No late-cancellation or no-show fee applies to a properly canceled appointment within this notice period.

2.2 Refund Amount

Where a cancellation qualifies under this section, SDKare will refund the eligible appointment fee to the original payment method, subject to applicable payment processing requirements.

SDKare will not deduct a late-cancellation or no-show fee from an eligible refund.

Any separate service charges will be evaluated according to the terms disclosed before purchase and applicable law.

2.3 Cancellation Timing

The 24-hour notice period is calculated backward from the scheduled start time of the appointment.

For example, if an appointment is scheduled for 3:00 PM on Friday, the patient must cancel no later than 3:00 PM on Thursday to meet the standard 24-hour notice requirement.

The time the cancellation request is received through an authorized SDKare channel determines whether the applicable notice requirement was met.

3. Same-Day Initial Appointments

SDKare may offer same-day appointments to eligible new patients, subject to healthcare provider availability.

A same-day initial appointment is an initial consultation scheduled by a new patient for the same calendar day.

3.1 Non-Refundable Same-Day Initial Bookings

If a patient cancels or misses a same-day initial appointment, the original appointment fee is non-refundable under SDKare’s standard booking policy.

This condition applies regardless of how much time remains between booking and the appointment.

The non-refundable condition must be clearly disclosed before purchase and remains subject to applicable law.

3.2 Complimentary Rescheduling

Patients who cancel or miss a same-day initial appointment are eligible for one complimentary rescheduling opportunity.

The original appointment payment will be carried forward and applied toward the rescheduled appointment.

The complimentary rescheduling opportunity does not provide a cash refund or create an additional appointment credit.

3.3 No Additional No-Show Fee for the Original Same-Day Appointment

When a patient misses the originally booked same-day initial appointment, and SDKare retains the non-refundable appointment payment, an additional $25 no-show fee will not be imposed for that missed appointment.

This exception applies to the original same-day initial booking.

It does not automatically waive fees arising from a later late cancellation or missed rescheduled appointment.

3.4 Subsequent Appointment Events

Once a same-day initial appointment has been rescheduled, the new appointment remains subject to the applicable cancellation, late-cancellation, and no-show requirements.

A qualifying subsequent late cancellation or no-show may result in a $25 fee under the circumstances described in this Policy.

4. Late Cancellations

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

4.1 Non-Refundable Appointment Payment

For a late cancellation, the original appointment fee is non-refundable under SDKare’s standard policy.

The patient may request rescheduling, and the original appointment payment will be applied toward the rescheduled visit.

The retained appointment payment is not an additional late-cancellation fee.

4.2 First Late Cancellation

A patient’s first qualifying late cancellation is eligible for a one-time waiver of the $25 late-cancellation fee.

Under this waiver:

• No $25 late-cancellation fee is charged.
• The original appointment payment remains non-refundable.
• The original payment is applied toward the rescheduled appointment.
• The patient may request rescheduling without paying an additional late-cancellation fee for that qualifying first occurrence.

This waiver is subject to the special circumstances explained in Section 6.

4.3 Subsequent Late Cancellations

Subsequent late cancellations are generally subject to a $25 late-cancellation fee.

The fee must be paid separately before the appointment is rescheduled, unless it has already been paid or a specific exception applies.

The original appointment payment continues to be applied toward the rescheduled appointment.

The $25 fee is not deducted from a refund and does not replace the original appointment payment.

4.4 Late Cancellation of a Rescheduled Appointment

A rescheduled appointment remains subject to the applicable cancellation requirements.

If a patient cancels the rescheduled appointment less than 24 hours before its scheduled start time, the applicable late-cancellation fee may be assessed.

An exception to the ordinary first-occurrence waiver applies when a rescheduled initial appointment follows a qualifying first no-show, as explained in Section 6.2.

5. Missed Appointments and No-Shows

A no-show occurs when a patient fails to attend a scheduled appointment without giving the required notice of cancellation or rescheduling.

5.1 First No-Show

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

For that first qualifying occurrence:

• The $25 no-show fee is waived.
• The original appointment payment is non-refundable.
• The original payment is applied toward the rescheduled appointment.
• No additional appointment fee is required solely to use the complimentary rescheduling opportunity.

Any subsequently booked appointment remains subject to applicable scheduling and cancellation requirements.

5.2 Subsequent No-Shows

Subsequent no-shows are generally subject to a $25 fee, except where an expressly stated exception applies.

The fee must be paid separately before SDKare completes another rescheduling request, unless it has already been paid.

The original appointment payment remains non-refundable and is carried forward toward the rescheduled visit.

5.3 Late Arrival

Patients are expected to attend their appointments at the scheduled time.

A patient arriving more than 15 minutes late may be considered unable to attend the scheduled visit if the healthcare provider cannot reasonably accommodate the remaining consultation time.

Where the appointment cannot proceed, SDKare may treat the event as a missed appointment under the applicable no-show rules.

The circumstances will be reviewed before the relevant policy is applied.

5.4 Technical Difficulties

Patients should promptly notify SDKare of technical difficulties that may prevent them from attending an appointment.

A technical problem attributable to SDKare or the healthcare provider will not automatically be treated as a patient no-show.

Patient-side connectivity or equipment problems will be assessed based on the circumstances and do not automatically establish entitlement to a refund.

Any legally required refund or other remedy will be provided.

6. First-Occurrence Waivers and Special Rescheduling Rules

SDKare ordinarily maintains separate records of late cancellations and no-shows.

The standard first-occurrence fee waivers are subject to the following rules.

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

If a patient has both a no-show and a late cancellation within a 24-hour period, the waiver applies to the event that occurred first.

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

The first-occurrence waivers are not combined to provide two fee-free scheduling events within the same 24-hour period.

The original appointment payments remain subject to the applicable non-refundable and rescheduling-credit provisions.

6.2 Late Cancellation After a Complimentary Initial No-Show Reschedule

If a patient:

1. Fails to attend an initial appointment.
2. Receives a complimentary rescheduling opportunity under the first no-show policy.
3. Subsequently 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 ordinary first late-cancellation waiver.

The fee must be paid separately before further rescheduling, unless it has already been paid.

The original appointment payment remains non-refundable and is carried forward toward the rescheduled visit.

6.3 Same-Day Initial Appointment Exception

The original same-day initial appointment is subject to the non-refundable booking and complimentary rescheduling terms in Section 3.

Where SDKare retains the payment for a missed original same-day initial appointment, no additional $25 no-show fee will be charged for that original missed appointment.

A later late cancellation of a rescheduled initial appointment may be subject to the fee described in Section 6.2.

6.4 Use of a Waiver

A waiver applies only to the fee expressly waived.

It does not:

• Convert a non-refundable appointment payment into a refundable payment.
• Eliminate the applicable notice requirements for future appointments.
• Guarantee unlimited complimentary rescheduling.
• Waive fees for subsequent events unless another exception applies.

7. Three Consecutive Appointment Cancellations

SDKare may review a patient’s scheduling arrangements after three consecutive appointment cancellations.

This review may occur whether the cancellations were submitted more than 24 hours before the scheduled start time or were classified as late cancellations.

Depending on the circumstances and applicable law, SDKare may require additional scheduling confirmation or impose other appropriately disclosed and legally permissible scheduling conditions.

Any additional charge must be communicated before it becomes applicable.

This section does not automatically impose an unspecified fee or eliminate refunds otherwise required under this Policy or applicable law.

8. Completed Healthcare Consultations

Once an appointment has been completed and the applicable professional healthcare services have been provided, the consultation fee is generally non-refundable.

The fee covers the provider’s professional time, clinical assessment, and services rendered.

A completed consultation is not automatically refundable because:

• The patient did not receive a requested diagnosis.
• A particular prescription was not issued.
• A controlled-substance prescription or refill was declined.
• A specific medication or dosage was not recommended.
• Additional laboratory testing or clinical evaluation was advised.
• A specialist referral or in-person examination was recommended.
• An ESA letter or other requested documentation was not issued.
• The patient did not achieve the expected or desired treatment outcome.

Clinical decisions remain the responsibility of licensed healthcare providers and are made according to medical judgment and applicable laws.

This section does not restrict remedies required by law or prevent SDKare from reviewing a complaint concerning services that were not appropriately delivered.

9. Services Not Provided or Not Completed

SDKare recognizes that certain circumstances may prevent a scheduled consultation from taking place or being completed.

9.1 Provider-Initiated Cancellations

If SDKare or the healthcare provider cancels an appointment before the consultation is provided, the patient will not be charged a patient late-cancellation or no-show fee for that event.

The patient may be offered rescheduling or an appropriate refund, subject to applicable law and the circumstances.

9.2 Provider Unavailability

If a provider is unexpectedly unavailable, SDKare may offer another eligible provider or an alternative appointment date.

Where the service has not been provided, and the patient does not accept an available alternative, the payment will be handled according to the applicable refund obligations.

9.3 SDKare or Provider Technical Failure

Where an appointment cannot proceed because of a material technical failure attributable to SDKare or the provider, the circumstances will be reviewed and an appropriate remedy provided.

The patient will not be classified as a no-show solely because of such a failure.

9.4 Partial or Interrupted Consultations

If a consultation begins but cannot be completed, SDKare will review the circumstances, including the services already provided and the reason the appointment was interrupted.

Any refund, continuation, or rescheduling arrangement will be determined according to applicable law and the circumstances of the incomplete service.

9.5 Patient Withdrawal or Failure to Participate

If a patient voluntarily leaves or declines to participate in an appointment after services have commenced, a refund is not automatic.

The matter will be evaluated in accordance with the services provided, applicable policies, and legal requirements.

10. Additional Services and Third-Party Charges

Some healthcare services may involve fees separate from the scheduled SDKare consultation.

Examples may include:

• Independent pharmacy charges.
• Laboratory testing.
• Diagnostic services.
• Specialist services.
• Other separately purchased healthcare products or services.

Where a third party independently charges for a service, its applicable payment and refund terms may govern that transaction.

SDKare does not automatically control refunds for transactions conducted directly between a patient and an independent third party.

Where a charge is included within an SDKare purchase, the applicable terms must be disclosed before purchase and comply with law.

Any confirmed service-specific exception must be separately communicated and must not conflict with mandatory legal protections.

11. Refund Request Procedure

Patients seeking a refund should contact SDKare through its official Patient Support channels.

Email: contact.support@sdkare.com
Phone: (520) 800-6043

To assist with review, patients may provide:

• Their full name.
• The email address or telephone number associated with the booking.
• The relevant appointment date.
• The applicable service.
• The reason for the refund request.
• The transaction or appointment reference, if available.

SDKare may request additional information reasonably necessary to verify the transaction or evaluate eligibility.

Patients should avoid sending complete payment-card information or unnecessary sensitive medical details through ordinary email.

Submitting a refund request does not guarantee approval.

Each request will be reviewed according to the relevant policy provisions and applicable law.

12. Refund Processing

12.1 Approved Refunds

Once a refund is approved, SDKare will initiate the applicable refund through the authorized payment processing channel.

Where possible, the refund will be returned to the original payment method.

12.2 Processing Time

The time required for a refund to appear may depend on the payment processor, card issuer, financial institution, and applicable payment network procedures.

SDKare will comply with any legally required refund processing deadlines.

12.3 Refund Amount and Fee Treatment

When a full appointment-fee refund is due, SDKare will not reduce that refund by deducting a no-show or late-cancellation fee.

Any properly assessed $25 scheduling fee is treated as a separate obligation and must be disclosed and collected separately.

SDKare will not impose undisclosed administrative deductions from an otherwise eligible appointment-fee refund.

12.4 Original Payment Method

Refunds will generally be returned to the original payment method where available.

If the original payment method is unavailable, SDKare may coordinate an alternative lawful refund method when necessary.

13. Duplicate Charges, Billing Errors, and Unauthorized Transactions

Patients who identify a suspected duplicate charge, incorrect payment amount, or unauthorized transaction should notify SDKare promptly.

SDKare will review available payment and transaction records to determine the appropriate resolution.

Where an error is confirmed, the correction or refund will be handled according to applicable law and payment processing requirements.

Patients retain their rights to contact their financial institution, payment-card issuer, or other legally authorized dispute resolution channels.

This Policy does not restrict rights concerning unauthorized transactions or billing errors.

14. Payment Disputes and Chargebacks

Patients are encouraged to contact SDKare Patient Support to resolve billing questions or refund concerns.

SDKare may review the transaction, appointment records, disclosed payment terms, and relevant communications.

Patients retain the right to initiate an eligible payment dispute or chargeback through the applicable financial institution or payment-card network.

Nothing in this Policy requires patients to waive a statutory dispute right or prevents them from contacting a regulator or consumer protection authority.

SDKare may respond to a payment dispute by submitting relevant transaction information through the payment processor in accordance with applicable law.

15. Relationship to Other SDKare Policies

This Refund Policy should be read together with:

• SDKare’s Terms & Conditions.
• Payment Policy for Clients.
• Patient No-Show and Late Cancellation Policy.
• DEA and Telemedicine Prescribing Policy, where relevant.

The Patient No-Show and Late Cancellation Policy provides additional explanation concerning scheduling events, fee waivers, and rescheduling.

The Payment Policy for Clients addresses payment authorization, billing responsibilities, and related financial matters.

Where a lawful service-specific condition has been disclosed before purchase, that condition may apply to the relevant transaction.

No policy provision overrides mandatory federal or state patient or consumer protections.

16. Good Faith Estimates and Patient Billing Rights

SDKare LLC operates on a self-pay basis.

Under the federal No Surprises Act, patients who do not have health insurance or who are not using health insurance to pay for healthcare services generally have the right to receive a Good Faith Estimate of expected charges when scheduling qualifying services or upon request.

A Good Faith Estimate provides information about the anticipated charges for qualifying healthcare items and services. It is not a guarantee of the final amount billed.

Patients may request a Good Faith Estimate before scheduling a healthcare service. SDKare LLC is responsible for providing estimates when required by applicable federal law.

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

Eligible disputes generally must be initiated within 120 calendar days of receiving the initial bill.

For additional information about Good Faith Estimates and medical billing rights, visit https://www.cms.gov/medical-bill-rights

Nothing in this Refund Policy limits rights or protections provided under the No Surprises Act or other applicable patient billing laws.

17. Changes to This Refund Policy

SDKare LLC may revise this Refund Policy to reflect changes in operational procedures, healthcare services, payment practices, or applicable law.

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

Material changes will be communicated where required by law.

Changes will not retroactively impose previously undisclosed charges on completed transactions or restrict accrued statutory rights.

For a previously purchased appointment, the applicable terms will be determined in accordance with the conditions agreed to at booking and governing law.

18. Contact SDKare

For questions concerning cancellations, refunds, rescheduling, billing, or this Policy, 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 should contact Patient Support as promptly as possible regarding scheduling changes.

Healthcare-related concerns requiring clinical judgment should be directed to an appropriately licensed healthcare provider.

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