Refund Policy

At EPIC Behavioral Healthcare (EPIC), we are committed to providing high-quality comprehensive, compassionate, and timely care to all our clients (“You”). Delivering timely services is an important part of providing successful and satisfactory services. It is the policy of EPIC to follow the below guidelines for no-shows/ cancellations, and refunds:

No Show/ Cancellation of Services:

You are expected to pay any co-pay/co-insurance, deductible, or balance due at the time of service. If you cannot make the payment, you should reschedule the appointment.

· Client-Initiated No shows/ Cancellations: If you wish to cancel a service, please notify us at least 36 hrs. before the scheduled service date to EPIC phone (904) 829 -2273. Cancellations made before this period may qualify for a refund if a pre-payment was made (refer to Client Fee & Billing Procedure in your Program Orientation and Agreement Registration).

· Late Cancellations: Cancellations made within 24 hrs. of the service date will incur a no show/cancellation fee of $25.00. No refunds will be provided for late cancellations.

· No Show: If the client fails to show up for a scheduled service without prior notice, no refund will be issued.

Refunds:

Service Not Delivered: If the service paid for is not delivered as agreed (due to EPIC fault), you may be eligible for a full refund if a payment was made. Refund requests will be reviewed on an individual basis, and credits may be issued in the original form of payment (i.e., if made by credit card).

Overpayment or Billing Error: If you believe that EPIC overcharged or there was a billing error, please contact us within 10 days of the payment, and the Billing Department will investigate and issue a refund if applicable.

Returns:

No Returns on Services: We do not offer returns once a service has been rendered.

Rescheduling Services:

Rescheduling by Client: If you need to reschedule a service, please notify us at least 3 days in advance. If rescheduling occurs within 24 hrs. of the service date, a rescheduling fee of $25.00 may apply.

Rescheduling by Us:

If we need to reschedule a service, we will make every effort to notify you in advance and offer an alternative date or issue a refund if rescheduling is not possible.

Processing Fees:

Any third-party processing fees (such as credit card transaction fees) associated with the payment may not be refundable.