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:

Log in to your FindMyOsteo account
Navigate to "My Bookings" or "My Consultations"
Select the consultation you wish to cancel
Click "Cancel Consultation" and confirm
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:

Cancellation is confirmed in your account
Refund is initiated within 24 hours
You receive an email confirmation with refund details
Refund appears on your statement within 5-10 business days
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

8.2 Payment Disputes

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

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

You will be notified immediately
Full refund provided
We will help you find an alternative practitioner if desired

11.3 Platform Service Interruption

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:

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.