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Refund & Cancellation Policy for FindMyOsteo
Last Updated: November 23, 2025 At FindMyOsteo, we strive to provide a seamless experience for both patients and practitioners. This Refund & Cancellation Policy outlines the terms and conditions for cancellations and refunds on our platform. 1. Company Information FINDMYOSTEO 30 North Gould Street Sheridan, Wyoming 82801 United States Email: support@findmyosteo.com 2. Overview FindMyOsteo is a marketplace platform connecting patients with independent osteopathic practitioners. Our refund policy must balance the interests of both patients seeking flexibility and practitioners who reserve time for consultations. 3. Consultation Cancellation Policy 3.1 Patient-Initiated Cancellations Patients may cancel consultations according to the following timeframes: More than 48 Hours Before Consultation: - Full refund of consultation fee - Platform fee refunded - No penalties apply - Refund processed within 5-7 business days 24-48 Hours Before Consultation: - 50% refund of consultation fee - Platform fee is non-refundable - Practitioner receives 50% of consultation fee for reserved time - Refund processed within 5-7 business days Less than 24 Hours Before Consultation: - No refund of consultation fee - Platform fee is non-refundable - Practitioner receives full consultation fee for reserved time - Exceptions may be made for documented emergencies (see Section 4) No-Show (Patient Does Not Attend): - No refund available - Full consultation fee and platform fee are forfeited - Practitioner receives full consultation fee 3.2 Practitioner-Initiated Cancellations If a practitioner cancels a confirmed consultation: Any Time Before Consultation: - Patient receives full refund (100% of consultation fee + platform fee) - Refund processed immediately (typically 3-5 business days to bank account) - Patient will be notified and offered alternative practitioners if available - No penalties to patient Practitioner No-Show: - Patient receives full refund plus additional credit equal to 50% of consultation fee for inconvenience - Practitioner may face account penalties or suspension 3.3 How to Cancel To cancel a consultation: 1. Log in to your FindMyOsteo account 2. Navigate to "My Bookings" or "My Consultations" 3. Select the consultation you wish to cancel 4. Click "Cancel Consultation" and confirm 5. You will receive an email confirmation of cancellation and refund details Alternatively, contact support@findmyosteo.com with your booking reference number. 4. Emergency and Special Circumstances We understand that genuine emergencies occur. In the following circumstances, we may offer full refunds even for late cancellations: Acceptable Emergency Situations: - Medical emergency affecting the patient (documentation may be required) - Death in the immediate family - Natural disaster or extreme weather preventing travel - Serious accident or hospitalization - Government-mandated travel restrictions or lockdowns To request an emergency exception: - Contact support@findmyosteo.com within 24 hours of the missed consultation - Provide a brief explanation of circumstances - Submit supporting documentation if available (medical note, death certificate, news reports, etc.) - Our support team will review and respond within 2 business days Emergency refund requests are evaluated on a case-by-case basis. We aim to be fair and compassionate while preventing policy abuse. 5. Voucher Refund Policy 5.1 Unused Vouchers If you purchase a consultation voucher but have not yet booked a consultation: Within 14 Days of Purchase: - Full refund available if voucher is completely unused - Must not have attempted to book any consultation with the voucher - Platform fee refunded - Contact support@findmyosteo.com to request refund - Refund processed within 5-7 business days After 14 Days of Purchase: - Vouchers are non-refundable once the 14-day window has passed - Vouchers remain valid for booking consultations according to their terms - Check voucher expiration date (if applicable) at time of purchase 5.2 Partially Used Vouchers If you have booked but not yet completed a consultation using a voucher: - Standard cancellation policy applies (see Section 3.1) - Refund amount depends on timing of cancellation 5.3 Voucher Expiration Some vouchers may have expiration dates: - Expiration dates are clearly stated at time of purchase - We will send reminder emails 30 days and 7 days before expiration - Expired vouchers cannot be refunded or extended - Use vouchers before expiration to avoid forfeiture 6. Platform Fee Policy The FindMyOsteo platform fee covers operational costs including payment processing, customer support, platform maintenance, and practitioner verification. Platform Fee Refund Conditions: - Refunded when patient cancels more than 48 hours in advance - Refunded when practitioner cancels at any time - Non-refundable for cancellations less than 48 hours before consultation - Non-refundable for no-shows - Current platform fee: $30 USD (or as displayed at checkout) 7. Refund Processing and Timing 7.1 Refund Methods Refunds are issued to the original payment method used for purchase: - Credit/debit card refunds: 5-7 business days after approval - Bank transfer refunds may take up to 10 business days - Refunds are processed through Stripe, our payment processor 7.2 Refund Process Once a cancellation qualifies for a refund: 1. Cancellation is confirmed in your account 2. Refund is initiated within 24 hours 3. You receive an email confirmation with refund details 4. Refund appears on your statement within 5-10 business days 5. Contact support@findmyosteo.com if refund is not received within stated timeframe 7.3 Processing Delays In rare cases, refunds may be delayed due to: - Bank processing times - International payment processing - Verification requirements for fraud prevention - Payment processor holidays or maintenance We will notify you of any expected delays. 8. Dispute Resolution 8.1 Dissatisfaction with Consultation If you are dissatisfied with a consultation that took place: - Refunds for completed consultations are generally not available - However, we take quality concerns seriously - Contact support@findmyosteo.com within 7 days of the consultation - Describe your concerns in detail - We will investigate and may offer: * Partial refund in cases of serious practitioner misconduct * Credit toward a future consultation * Mediation between patient and practitioner * Practitioner review and potential account action 8.2 Payment Disputes If you believe you were incorrectly charged: - Contact support@findmyosteo.com immediately - Provide booking reference number and details - We will investigate within 2-3 business days - Unauthorized or erroneous charges will be refunded in full 8.3 Chargeback Policy Before initiating a chargeback with your bank: - Please contact us first at support@findmyosteo.com - Most issues can be resolved quickly through direct communication - Chargebacks may result in account suspension pending investigation - Fraudulent chargebacks may result in permanent account termination We prefer to resolve disputes amicably and directly. 9. Practitioner Payout Impact When refunds occur, practitioner payouts are adjusted accordingly: Patient Cancellation (>48 hours): - Practitioner receives no payment (full refund to patient) Patient Cancellation (24-48 hours): - Practitioner receives 50% of consultation fee Patient Cancellation (<24 hours) or No-Show: - Practitioner receives full consultation fee Practitioner Cancellation: - Practitioner receives no payment - May face account penalties for repeated cancellations This structure compensates practitioners fairly for reserved time while protecting patients who cancel with reasonable notice. 10. Modifications and Rescheduling 10.1 Rescheduling Consultations Rescheduling is different from cancellation and may avoid cancellation fees: Rescheduling Process: - Contact the practitioner directly through platform messaging - Request alternative date/time - If practitioner agrees, consultation is rescheduled without penalty - No refund occurs as booking remains active - We encourage patients and practitioners to work together on scheduling changes 10.2 Modification of Voucher Terms Voucher terms (price, services included, expiration) cannot be modified after purchase. Review all details carefully before purchasing. 11. Exceptions and Special Situations 11.1 System Errors If you experience technical issues preventing consultation access: - Contact support@findmyosteo.com immediately - We will verify the technical issue - Full refund provided if issue is on our end - We may offer additional credit for inconvenience 11.2 Practitioner Account Suspension If a practitioner's account is suspended or terminated after you book: - You will be notified immediately - Full refund provided - We will help you find an alternative practitioner if desired 11.3 Platform Service Interruption If FindMyOsteo services are unavailable during your scheduled consultation: - Full refund provided - Additional credit may be offered - We will assist in rebooking with the same or different practitioner 12. Policy Updates We may update this Refund & Cancellation Policy from time to time. Changes will be: - Posted on this page with an updated "Last Updated" date - Communicated via email for material changes - Effective immediately upon posting for new bookings - Existing bookings remain subject to the policy in effect at time of booking Your continued use of FindMyOsteo after policy changes constitutes acceptance of the updated policy. 13. Contact Information For cancellations, refund requests, or questions about this policy: Email: support@findmyosteo.com Business Address: 30 North Gould Street, Sheridan, Wyoming 82801, United States For general inquiries: nicolas@findmyosteo.com We aim to respond to all refund requests within 1-2 business days. 14. Related Policies This Refund & Cancellation Policy should be read in conjunction with: - Terms of Service: https://findmyosteo.com/tos - Privacy Policy: https://findmyosteo.com/privacy-policy 15. Fair Use and Anti-Abuse We reserve the right to: - Investigate patterns of excessive cancellations - Suspend or terminate accounts that abuse the cancellation policy - Refuse refunds for fraudulent claims - Require documentation for repeated emergency cancellation requests - Modify refund eligibility for users with histories of policy violations We trust our users to use the cancellation policy fairly and in good faith. Thank you for using FindMyOsteo. We appreciate your understanding and cooperation with this policy, which helps us maintain a reliable and professional platform for all users.