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
Silence Medical offers two service lines: the Metabolic Health Program (a bundled care program for weight management and metabolic health) and Urgent Care Telemedicine Visits (acute episodic care). The two service lines are billed differently. This section describes both.
1A. Metabolic Health Program.
The Metabolic Health Program is a bundled care program. Each program cycle results in a single, bundled program fee that includes the clinical encounter (provider visit or asynchronous review), any prescribed medication dispensed by our partner pharmacy, any included supplies, shipping, and the provider’s ongoing management of your care between visits — including review of related labs, symptoms, and between-visit communication. For program patients, the program fee is the only charge associated with the program. New patient, follow-up, medication, supplies, and ongoing management are not billed separately.
The program fee is set based on the type of encounter (new patient, established follow-up, or asynchronous check-in) and the specific medication and supplies included in your program cycle. Pricing is disclosed to you before any charge is processed. The program fee is processed after your provider has determined clinical eligibility and finalized your treatment plan.
1B. Urgent Care Telemedicine Visits.
Silence Medical offers same-day virtual urgent care visits for patients located in Arizona or Colorado at the time of the visit. Urgent care is telemedicine-only. Silence Medical does not provide in-person urgent care.
Urgent care visits are billed as standalone visit fees, not as part of the Metabolic Health Program. The visit fee is $89 for new patients and $50 for established patients. A patient is considered established if they have had a prior telemedicine visit with Silence Medical within the past 24 months.
The visit fee is processed after a completed urgent care visit when the provider has rendered clinical evaluation, recommendation, or treatment. If your urgent care request is screened out before any clinical encounter — because the concern is outside what telemedicine can safely address — there is no charge.
Urgent care visits may include prescriptions sent to a pharmacy of your choice (such as CVS, Walgreens, or another pharmacy you specify). Prescriptions sent to outside pharmacies are not bundled with the visit fee. The visit fee covers the clinical encounter; medication cost, pharmacy fees, and insurance coverage at the receiving pharmacy are between you and that pharmacy.
1C. Payment methods (both service lines).
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 clinical encounter and finalized treatment plan, 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 and Out-of-Scope Concerns
Metabolic Health Program. If your provider determines during your encounter that you are not a clinical candidate for the medication you requested, no medication will be dispensed and no program fee will be charged for that medication. If a clinical encounter has occurred and your provider has provided clinical evaluation, recommendations, or referrals in lieu of treatment, you may be charged a clinical-encounter fee. Any such fee will be disclosed and authorized before processing.
Urgent Care. If your urgent care request is screened out before a clinical encounter occurs — for example, because your concern requires hands-on physical examination, in-person testing, or emergency care — there is no charge. If a clinical encounter does occur and the provider determines that telemedicine is not appropriate for your concern, declines to provide treatment, or provides clinical evaluation, recommendation, or referral in lieu of treatment, the urgent care visit fee applies. Clinical evaluation by a provider is a service for which a fee is charged.
4. Medications: All Sales Final After Dispensing
Prescription medications are dispensed by a licensed 503A compounding pharmacy under a patient-specific prescription written by your provider, and are shipped directly to you. Under federal law and applicable state pharmacy regulations, prescription medications cannot be returned to inventory or refunded once they have been dispensed. Once your medication has been dispensed by the pharmacy, your program fee is final.
Urgent care prescriptions are sent directly to a pharmacy you select (such as CVS, Walgreens, or another pharmacy of your choice) and are not dispensed by Silence Medical or its partner pharmacies. Once a prescription has been transmitted to your selected pharmacy, Silence Medical has no further role in dispensing, pricing, or filling. The urgent care visit fee covers the clinical encounter and is not refundable based on actions taken by the receiving pharmacy, the cost of the medication at that pharmacy, or your insurance coverage at that pharmacy.
5. Lost or Damaged Shipments
If your medication (Metabolic Health Program only) 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.
This section applies only to medications dispensed and shipped under the Metabolic Health Program. Urgent care prescriptions are filled by a pharmacy of the patient’s choice, and any issues with the prescription, fill, or delivery should be addressed directly with that pharmacy.
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 program fees once medication has been dispensed and clinical services have been rendered, except in cases where Silence Medical determines, in its sole discretion, that a billing error occurred.
We do not refund urgent care visit fees once a clinical encounter has occurred and the provider has rendered clinical evaluation, recommendation, or treatment, 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. We will work promptly to resolve billing concerns. 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