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Refund Policy

At Advanced Client Care, we strive to ensure that every client receives timely, ethical, and compassionate care. Below you will find our refund guidelines for telehealth counseling, documentation services, and any related fees.

Prepaid Sessions

  • Payment for sessions is due 24 hours prior to each scheduled appointment.

  • If a prepaid session is cancelled with at least 24 hours’ notice, payment will be applied to your next scheduled session or refunded upon request.

  • If a prepaid session is cancelled with less than 24 hours’ notice or is a no-show, a $50 fee will be charged. The remaining balance can be applied to a future session.

  • If you purchase multiple sessions in advance, you may request a refund of unused sessions at any time. Any past sessions or no-show fees will be deducted from the refunded amount.

Late Cancellations and No-Shows

  • Sessions cancelled less than 24 hours before your appointment or missed entirely will incur a $50 no-show/late cancellation fee.

  • This fee is not refundable except in circumstances of documented emergency or serious illness.

  • Repeated late cancellations may result in discharge from services as outlined in our Terms & Conditions.

Insurance Billing

  • If you have paid out-of-pocket and your insurance subsequently pays for services, we will either:

    • Issue a refund for any overpayment, or

    • Apply the credit to your account for future sessions.

  • Final determination of coverage is made by your insurance company when the claim is processed. Clients remain responsible for any services deemed non-covered.

Documentation Services

  • Fees paid for ESA letters, disability documentation, or other clinical paperwork are non-refundable once the documentation has been drafted or delivered.

  • If a document requires revisions or corrections due to clerical errors, we will make those changes at no additional cost.

Payment Methods and Processing Time

  • Refunds will be issued to the original payment method whenever possible.

  • Refund requests will be processed within 7–10 business days from the date of approval.

  • For security purposes, we cannot issue cash refunds.

Service Disruptions

  • If a session is disrupted due to technology issues originating from ACC, we will reschedule the session at no additional cost or issue a refund upon request.

  • If a client’s hardware or internet fails, the session will continue by phone. Refunds will not be provided in these cases.

Questions

  • If you have any questions about this policy or wish to request a refund, please contact:

  • Billing Department
    📞 (561) 701-3155
    📧 billing@advancedclientcare.org

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