Refund Policy.
Carolyn's Family Clinic policy. Questions: call (469) 795-3311.
Carolyn’s Family Clinic — Notice of Refund Policy
Effective date: September 01, 2026
Refunds for services rendered are not provided except under the following circumstances:
1. Technical Failures — Technology is not infallible, and we take every precaution to prevent technical issues during appointments. If a technical difficulty does occur, we will make every effort to reschedule your appointment within 24 hours, when appropriate. A full refund will be issued if no alternative appointment is available, or if the provider determines that delaying care would be detrimental to your health based on your current condition.
2. Unauthorized Charges — If you are billed for services you did not receive or authorize, or if a charge appears on your account without your knowledge or consent, you will receive a full refund. Payment links are sent to the email on file prior to each scheduled appointment, and recurring payments require your prior express written consent. In the rare event that an unauthorized charge occurs, it will be refunded in full.
3. Duplicate Billing — If you are charged more than once for the same appointment or service, we will retain only the correct amount due and refund the overpayment in full.
4. Cancellation Disputes — This applies to subscription-based care with consent on file for recurring payments. A full refund of erroneous charges will be issued when all of the following are true: a cancellation request is submitted within the timeframe specified in your recurring payment consent, no services were rendered during the applicable charge period, and a charge was still applied.
Please note: accepting care for a subscription service after initiating cancellation voids the cancellation request, and the process must be restarted. You may continue to receive care through the end of the paid month; however, no portion of the subscription fee is refundable once any service has been rendered during that paid period.
A $25 fee applies to no-shows and to cancellations made less than 24 hours before the scheduled appointment. Cancellations may be submitted through the patient portal or by phone at 469-795-3311. Due to privacy concerns, do not email the clinic for scheduling, rescheduling, or cancellations.
5. Hidden Fees — We are committed to transparent pricing. If you notice a charge you did not expect, please contact us. Each case will be reviewed individually, and any charge that was not clearly disclosed prior to the transaction will be refunded.
6. Service Quality Concerns — We strive to treat every patient like family, and we take concerns about the quality of care seriously. If you feel a medical concern was not adequately addressed, please let us know — some concerns require more than one appointment to fully resolve.
Each case is reviewed individually based on the number of concerns addressed during the visit:
- If three medical concerns were addressed during your appointment, a follow-up appointment will likely be needed to address any remaining issues. Your provider addresses the most urgent concerns first and will schedule a subsequent appointment for less urgent matters.
- If three or fewer concerns were addressed and you feel one was not fully resolved, you will be offered a follow-up appointment to address that specific concern at no additional charge, as a continuation of the original visit.
Refund eligibility for service quality concerns requires that you engage in this review process and that your request be submitted within 10 business days of the appointment. Requests made after this window, or a decision not to participate in the review process, will result in forfeiture of any potential refund.
If your provider is unable to establish a plan of care for your medical concern and you submit a review request within 10 business days of the appointment, you will receive a refund for that visit (this refund does not extend to other services received during the same appointment). Concerns raised after the appointment window requires scheduling a new appointment, and no refund will be issued.