Policies
Cancellation and refund policy
Our cancellation and refund policy is simple: we charge the price of your visit when you request it. We refund you in full if the visit can't take place, for example if we can't confirm you are in Puerto Rico, a minor's parent or guardian is not present, or no doctor is available. If you cancel before the visit, you also get everything back.
When you are charged
You pay by card, on Stripe's secure page, when you request your visit, and The Health Initiative charges it. The price depends on the visit type you choose: doctor visit, US$79; follow-up visit, US$49; school and work forms, US$35. See pricing.
Refund policy: full refund if the visit can't take place
We refund everything you paid, without you having to ask, if the visit can't take place for any of these reasons:
- No doctor is available to see you, or we can't agree a time with you.
- We can't confirm that the patient is physically in Puerto Rico.
- The patient is under 21 and the parent with patria potestad (parental authority) or legal guardian is not present, or their ID can't be verified.
- At the start it is clear that this is an emergency, and the doctor tells you to go to the ER instead of having the visit.
- A technical problem prevents the visit and it can't be rescheduled.
If your visit needs to be a full doctor visit
The follow-up visit (US$49) covers a refill of a medicine you already take, which anyone can book, and a review of lab results, which is for existing patients only. The forms visit (US$35) covers school, university or job forms and the certificado de salud lab order.
If, in one of these visits, the doctor finds you need a full doctor visit, she explains why and, only with your consent, you pay the difference up to US$79. We never charge the difference without your consent. See the terms of service.
If you cancel before the visit
You can cancel at any time before the visit and we refund you in full. Email [email protected] from the email address you used to pay. If you prefer, you can ask for another time instead of cancelling.
Technical problems during the video visit
If the connection fails, the doctor will try to reconnect or offer you another time. If the visit can't take place, we refund you in full. To avoid problems, read how the video visit works.
How and when you get your refund
The refund goes through Stripe to the same card you paid with. Stripe says the credit usually shows on your statement 5 to 10 business days later, depending on your bank. If the refund is made soon after the payment, the charge may simply drop off your statement instead of a separate credit appearing. If you don't see it after 10 business days, email us and we will give you the refund reference to check with your bank.
Good Faith Estimate
Because you pay without using insurance, you have the right to a Good Faith Estimate of the cost of your visit. If you get a bill that is at least US$400 more than that estimate, you can dispute it. See the Good Faith Estimate.
Questions about the cancellation and refund policy
If you have a question or disagree with a charge, email us first at [email protected]: we want to sort it out. See also contact.
Frequently asked questions
What is your cancellation and refund policy?
Can I be charged more than I paid?
How long does a refund take?
How do I cancel?
Sources (2)
- Refunds: how long they take (Stripe) (opens in a new tab) (accessed 2026-09-30)
- 45 CFR 149.620: patient-provider dispute resolution (opens in a new tab) (accessed 2026-09-30)