Refund & Cancellation Policy

Silence Medical, PLLC  |  Effective: April 28, 2026

Silence Medical, PLLC ("Silence Medical," "we," "us") is a direct-pay telehealth practice serving patients in Arizona and Colorado. We do not bill insurance and we do not use subscription or auto-renewing payment models. This policy explains how charges, refunds, and cancellations are handled.

1. How You Are Billed

Each visit results in a single, comprehensive charge that includes the clinical consultation, any prescribed medication dispensed by our partner pharmacy, supplies, shipping, and the provider’s ongoing management of your care between visits. There is no separate consultation fee, medication fee, or membership fee. The visit charge is the only charge.

Charges are processed only after your visit is completed and your provider has determined clinical eligibility and finalized your treatment plan. Pricing is disclosed to you before any charge is processed.

We accept payment by ACH bank transfer and by credit or debit card, including HSA and FSA cards. ACH is offered at a discounted rate; the credit-card rate reflects card processing costs. The applicable rate is shown on your invoice before you authorize payment.

2. Appointment Cancellations and Rescheduling

Because charges are processed only after a completed visit, cancelling or rescheduling an appointment in advance does not result in any charge. To cancel or reschedule, contact us at the number or email below. We ask for at least 24 hours’ notice when possible so that we can offer the appointment time to another patient.

If a patient does not attend a scheduled telehealth visit and does not cancel in advance, no charge is processed.

3. Non-Qualification for Treatment

If your provider determines during your visit that you are not a clinical candidate for the requested treatment, no charge will be processed for medication, and you will not be charged a separate consultation fee. Your provider may recommend alternative care or referrals.

4. Medications: All Sales Final After Dispensing

Prescription medications are dispensed by our partner FDA-registered 503A outsourcing facility and shipped directly to you. Under federal law and Arizona and Colorado pharmacy regulations, prescription medications cannot be returned to inventory or refunded once they have been dispensed. Once your prescription has been transmitted to the pharmacy and your visit charge has been processed, the charge is final.

5. Lost or Damaged Shipments

If your medication does not arrive, arrives damaged, or arrives in a condition that affects its safety or efficacy, contact us at alexis@silencemed.com or (602) 931-2469 within fourteen (14) days of the expected delivery date. We will work directly with the pharmacy to arrange a replacement at no additional cost. Replacement is the exclusive remedy for lost or damaged shipments.

6. Refunds

Approved refunds are processed back to the original payment method within five to ten (5–10) business days. Refunds to HSA or FSA cards are returned to the original HSA or FSA card; we do not issue cash, check, or alternative-card refunds for HSA or FSA payments. ACH refunds are returned to the originating bank account.

We do not refund visits that have been completed and where treatment has been rendered, except in cases where Silence Medical determines, in its sole discretion, that a billing error occurred.

7. Billing Disputes — Contact Us First

If you believe a charge is incorrect or you wish to dispute a charge, please contact us directly before contacting your bank or card issuer. Most billing concerns can be resolved within three (3) business days. To open a billing inquiry, email alexis@silencemed.com or call (602) 931-2469 and include the date of service, the amount in question, and a brief description of the concern.

8. Billing Statement Descriptor

Charges from this practice will appear on your card or bank statement as “Silence Medical PLLC” or a comparable identifier assigned by our payment processor. If you do not recognize a charge, please contact us before disputing it with your card issuer.

9. Changes to This Policy

We may update this policy from time to time. The version in effect on the date you authorize a charge governs that charge. The current version is posted at silencemed.com.

10. Contact

Silence Medical, PLLC

Email: alexis@silencemed.com

Phone: (602) 931-2469

Mailing: 20235 N. Cave Creek Rd., Ste. 104 #460, Phoenix, AZ 85024