How do refunds work if I’m paying with insurance?

Who does this apply to?

• This section explains refunds for those who pay for care in conjunction with a health plan and may owe out‑of‑pocket costs for Non‑Covered Services. It does not change your responsibility for deductibles, copays, coinsurance, or other amounts owed for Covered Services billed to your health plan

What is the general rule?

• When you use insurance, refunds are not issued for Covered Services that have been fully or partially reimbursed by your health plan, even if your clinician later determines you are not a good candidate to continue treatment.
• Refund eligibility applies only to Non‑Covered Services and depends on your stage of care and medicine already delivered or services already provided.

What are Non-Covered Services?

• Non‑Covered Services are services or items that are not “Covered Services” under your Health Plan and/or are not reimbursed by your Health Plan. These are billed directly to you and are not automatically submitted as insurance claims.
• Non‑Covered Services can include, but not limited to:
  • Prescription medication associated with your ketamine or other treatment programs 
  • Digital tools and features that enhance your care experience, such as app‑based content, tracking, and integration tools
  • Program‑level fees for ketamine treatment programs, which may cover:
    • Remote patient monitoring
    • Asynchronous messaging with your care team
    • Care coordination and administrative support
    • Pharmacy coordination and logistics for medication preparation and shipping

How do I get a full refund of Non‑Covered Services?

• You are generally eligible for a full refund of Non‑Covered Services if you cancel before your Medical Consult (initial evaluation with a psychiatric health care provider) and give the required advance notice; or
• The specific timing and conditions for full refunds of Non‑Covered Services are detailed in the program‑by‑program tables that follow.

How long will my refund take?

• If you are owed a refund for Non‑Covered Services, it will be credited back to the original form of payment or applied to your next payment.
• Once a refund is approved, it should be typically completed within 7–10 business days after approval.

What about Covered Services billed to my health plan?

• Innerwell does not provide refunds for completed appointments (Covered Services) that have been fully or partially reimbursed by your health plan.
• This includes situations where you completed your initial evaluation and your clinician later determines that you are not an appropriate candidate for ongoing ketamine treatment.

How do I request a refund or ask about my case?

• Contact our support team by chat or care@helloinnerwell.com with your questions or order details and reason for cancellation. We’ll review your case and confirm the refund amount and timing.
• Please submit any request as soon as you can after your initial payment. Refund requests made more than 30 days after your initial payment are considered on a case‑by‑case basis at Innerwell’s discretion, and no refunds are available 120 days or more after your initial payment. This limitation applies only to Non‑Covered Services and does not change your responsibility for deductibles, copays, coinsurance, or other amounts owed for Covered Services billed to your health plan

Refund Policy by Program

Note: When paying with insurance, you are responsible for deductibles, copays, coinsurance, and costs associated with Non‑Covered Services, and refunds are not issued for Covered Services (appointments) once billed to your health plan.

Foundation Program

• More than 24 hours before your initial Medical Consult

  • Full refund for Non-Covered Services.
     

• After first medicine shipment

  • A $349 cancellation fee applies; the remaining balance for Non-Covered Services is refunded.
     

• After second medicine shipment 

  • Not eligible for refund for Non-Covered Services.

Extended Program

• More than 24 hours before your initial Medical Consult

  • Full refund for Non-Covered Services.
     

• After first medicine shipment

  • A $349 cancellation fee applies; the remaining balance for Non-Covered Services is refunded.
     

• After second medicine shipment 

  • A $749 cancellation fee applies; the remaining balance for Non-Covered Services is refunded.
     

• After third medicine shipment

  • A $1,049 cancellation fee applies; the remaining balance for Non-Covered Services is refunded.
     

• After fourth medicine shipment 

  • Not eligible for refund for Non-Covered Services.

Core Program

• More than 24 hours before your initial Medical Consult

  • Full refund for Non-Covered Services.
     

• After first medicine shipment

  • A $350 cancellation fee applies; the remaining balance for Non-Covered Services is refunded.
     

• After second medicine shipment 

  • A $649 cancellation fee applies; the remaining balance for Non-Covered Services is refunded.

Continued Care Program

• Before medicine shipment (Medical Consult not required)

  • Full refund for Non-Covered Services.
     

• More than 24 hours before your required Medical Consult

  • Full refund for Non-Covered Services.
     

• After medicine shipment

  • Not eligible for refund.
     

• Purchased more expensive Continued Care plan than agreed plan

  • Eligible for a partial refund equal to the difference in cost for Non-Covered Services between the two plans.

Alcohol Use Disorder

• More than 24 hours before your initial Medical Consult

  • Full refund for Non-Covered Services.
     

• After Medical Consult and approved for program, quarterly program fee processed

  • Not eligible for a refund for any quarterly program fees for Non-Covered Services already billed.
  • After cancellation, you will not be billed program fees for future quarters for Non-Covered Services.

Pain Management

• More than 24 hours before your initial Medical Consult

  • Full refund for Non-Covered Services.
     

• After Medical Consult and approved for program, monthly program fee processed

  • Not eligible for a refund for any monthly program fees for Non-Covered Services already billed.
  • After cancellation, you will not be billed program fees for future months for Non-Covered Services.

Psychiatry/Psychotherapy Add‑Ons (All Programs; except Introductory Programs)

• More than 24 hours before your appointment

  • Full refund for Non-Covered Services.
     

• Less than 24 hours before your appointment or no-show

  • Not eligible for Non-Covered Services; $100 for late-cancellation or no-show fee

Introductory Programs – 2‑Dose Program 

• More than 48 hours before Medical Consult (2-Dose Program)

  • Full refund for Non-Covered Services.
     

• After first medicine shipment (2-Dose Program)

  • Not eligible for refund for Non-Covered Services.