Financial Responsibility and Cancellation Policies
Aila Health will charge any fees associated with your User Account to your credit card or debit card on file with Aila Health, as identified in your User Account, in accordance with these Terms of Use. Receipts for payments will be emailed to you and can be accessed through your User Account. Service Fees that are not covered by your health insurance plan that you incur can be charged to your payment card on file within seven (7) days of the date on when such services are rendered.
You represent and warrant that (i) the credit card or debit card information you provide to Aila Health is true, correct, up to date and complete, and (ii) that you are the person in whose name the credit card or debit card was issued and/or you are authorized to make a purchase with the relevant credit card or debit card. You will promptly notify Aila Health if your payment information has changed, if your payment method has been canceled, or if you become aware of a breach of security. You acknowledge that we may process an authorization hold using your payment information in order to verify the information provided. If your payment card details change or are due to expire, we may request updated payment details from you, including your card number, expiration date, and CVV (or equivalent). By providing us updated payment information, you authorize us to continue to charge your card using the updated information so that you can continue to receive your Aila Health Membership or other Services.
Subscriptions and Recurring Payments
If you purchase a subscription to the Services (“Subscription”), with the exception of any free trial periods, Aila Health will charge you a Subscription fee at the rate presented to you (“Subscription Fee”). The Subscription gives you access to the Services for one month, or a different subscription period selected on the Platform (“Subscription Period”). Unless otherwise stated when you sign up for a Subscription, your selected Services will automatically renew for a further Subscription Period with the Subscription Fee (including any applicable taxes) and will continue to do so unless we are either no longer offering that Service, in which case we will notify you, or your Subscription has been canceled in accordance with the Terms of Use.
The billing period for your Subscription Fee begins from the time of registration (i.e., when you register, enter your payment method and pay the initial Subscription Fee), and again at the start of each subsequent Subscription Period. By signing up for a Subscription, you agree to pay your Subscription Fee in full each Subscription Period and authorize your payment method on file to be billed automatically each Subscription Period by Aila Health’s third-party payment processor for the entire length of your Subscription, regardless of whether or not you have used the Services during the Subscription Period, until your Subscription ends or is canceled. If any Subscription Fee is not paid in a timely manner, or your transaction cannot be processed, we reserve the right to suspend, disable, cancel or terminate your Subscription. You will be responsible for paying all past due amounts. You acknowledge that billing may not occur on the exact same date of each month.
Other Fees.
You agree to pay all other fees and charges associated with your User Account that are not included in the Subscription Fee, including, for example, appointment no-show fees, cancellation fees or late rescheduling fees, cost of prescribed medication and refills, costs of laboratory tests, individual visit fees with a Healthcare Provider that are not part of an All-Access Subscription, co-pays, co-insurance and deductibles and other costs not covered by your health insurance plan, and any fees for any Services that are not charged on a Subscription model (collectively, “Other Fees”), on a timely basis and according to the terms and the rates presented to you. By using the Services and incurring such Other Fees, you authorize us to bill and charge your payment method on file for such Other Fees in full.
Trials and Promotional Fees.
Aila Health may periodically offer discounts to its Services in the form of free trial periods or promotional fees. The terms of those discounts will be stated at the time you sign up or when you purchase a specific Service or product. If your Subscription includes a free trial, you will not be charged the applicable Subscription Fee during your free trial. To obtain the free trial, you will be required to provide a credit card or other payment method in order to ensure uninterrupted access and continued use after the expiration of the free trial. Upon completion of your free trial, your Subscription will automatically convert into a paid Subscription and your payment method will be charged the applicable Subscription Fee unless you have canceled your Subscription. If your Subscription includes a promotional fee, you will be charged the promotional fee for the relevant number of billing periods and upon completion of that period, your Subscription will continue to automatically renew at the full, non-promotional rate. You may cancel your Subscription during your free trial or promotional period to avoid being charged the full applicable Subscription Fee in accordance with the Cancellations and Refunds Policies.
You may only be permitted to use one free trial or promotional fee offer. If your Subscription is ever canceled or terminated for any reason, and you purchase an additional Subscription, you may not be eligible for a free trial or to take advantage of another promotional fee offer.
Insurance.
If you have health insurance, your insurance plan may cover all or a portion of your use of our Services, including costs associated with the Telehealth Services, prescribed medication filled by the Pharmacies, and/or laboratory products and services provided by the Labs. Subject to the terms of any written agreement between Aila Health and the insurance plan, if you provide information about your health insurance to us, that will be deemed your authorization for Aila Health, Aila Medical, the Pharmacies, the Labs and/or one of their affiliates or partners to submit claims and bill for Services on your behalf and share necessary information with the insurance plan to process payments and reimbursements. Aila Health and/or Aila Medical, PC are not enrolled with state health care programs such as Medicaid.
If Aila Health is in-network with your insurance plan, you may be eligible to pay a reduced Subscription Fee at the rates published on the Platform (the “In-Network Subscription Fee”), or you may be eligible for a basic services Subscription with no out-of-pocket Subscription Fee (a “Basic Subscription”). The In-Network Subscription Fee and any Basic Services Subscription does not include the cost of any co-pays for visits with Providers, co-pays for prescribed medication (including refills), certain laboratory tests ordered by a Provider, or co-insurance or deductibles, which will vary depending on your insurance plan and may be billed separately. You are also responsible for any Other Fees incurred that are not charged on a Subscription model (e.g., appointment no-show fees). The In-Network Subscription Fee, if applicable, and any co-pays, co-insurance, deductibles or Other Fees are your responsibility, not that of your insurance plan, even if Aila Health is considered in-network.
Your insurance policy is a contract between you and your insurance plan, and it is your responsibility to know your benefits, including if your insurance has any deductible, co-payment, co-insurance, out-of-network, usual and customary limit, prior authorization requirements or any other type of benefit limitation for the Services you receive, and how your benefits will apply to your payments. If you purchase Services with your insurance plan, you authorize Aila Health or one of its affiliates or third party partners, including Aila Medical, PC, Pharmacies and/or Labs, to charge your payment method on file for the In-Network Subscription Fee, if applicable, and any fees not covered by your insurance, such as co-pays, co-insurance, deductibles, and Other Fees. If all or any portion of the Services are not covered or paid by your insurance plan for any reason or you do not have health insurance, you understand that you will be ultimately responsible for all fees and costs arising out of your use of the Services and agree to pay the full amount of all Subscription Fees and Other Fees associated with your User Account. Questions about non-payment should be directed to your insurance plan. You agree to inform Aila Health or your Provider immediately if you lose your health insurance and/or can no longer pay for treatment.
If the services are not eligible for your health insurance or you do not have health insurance, then you must pay 100% of the total amounts due; and, you hereby authorize Aila Health and/or Aila Medical to collect payment and charge the credit card on file with your account. To the extent you have health insurance, we participate in any insurance plans, and we accept such health insurance, you hereby authorize Aila Health and/or Aila Medical, PC to collect payment and charge your credit card for copayments, coinsurance, and amounts resulting from your insurance deductible plus any amounts not covered by your insurance. In any event, you hereby authorize all charges to be charged at once in a single charge. By agreeing to these terms, you acknowledge that if you are 100% self-pay:
1) you do not have any health insurance through a PPO, HMO, Medicaid or Medicare or any other insurance plan; or
2) you have health insurance but you do not want to use any insurance benefit for these services. Your insurance policy is a contract between you and your insurance company. It is your responsibility to know your benefits, and how they will apply to your benefit payments.
You may elect to purchase services that may or may not be covered by insurance. If the Services for purchase are on a self-pay basis, you have directed us to treat your purchase of these services as if you are an uninsured patient and you agree to be 100% responsible for full payment of the listed price of the services. You agree that you will not bill any services provided by Aila Medical, PC to Medicare or Medicaid. Even if you have insurance that is applicable to the services, there is no guarantee your insurance company will make any payment on the cost of the services you have purchased. By opting in, you agree to pay all charges in full to the extent the services are not covered by applicable insurance. You have been given a choice of different services, along with their costs. You have selected the services and are willing to accept full financial responsibility for the payment that is due and payable. Our subscription model is a monthly recurring charge and the billing period begins from the time of registration.
Changes to Subscription Fees, Other Fees or Subscription Features.
All fees published on the Platform are set by Aila Health and Aila Medical, PC in its sole discretion and we may change our fees from time to time. Aila Health will send notice of upcoming automatic renewal prior to renewing your Subscription as required by law. We may change the Subscription terms, Subscription Fees or Other Fees at any time on a going forward basis in our discretion. If the pricing for your Subscription increases, we will notify you, and provide you an opportunity to change or cancel your Subscription before applying those changes to your User Account or charging you in connection with an automatic renewal. We may choose in our sole discretion to add, modify, or remove benefits and features from a Subscription. Your continued enrollment in your Subscription after the changes become effective will constitute your acceptance of the changes. If you do not wish to continue your Subscription at the revised rates and/or terms, you must let Aila Health know prior to the end of your then current Subscription Period in accordance with the Cancellations and Refunds Policy (so that at the end of that Subscription Period, your Subscription will end), otherwise the revised rate and/or terms will apply on and from the next Subscription Period.
Third-Party Payment Processor.
All credit card, debit card and other monetary transactions on or through the Platform occur through an online payment processing application that is provided by a third-party payment processor(s). Aila Health itself does not collect or store payment card information. If our third-party payment processor is unable to secure funds from your payment method for fees that are due for any reason, including, but not limited to, insufficient funds or insufficient or inaccurate information provided when submitting electronic payment, Aila Health may undertake further collection action, including application of fees to the extent permitted by law, and reserves the right to suspend or terminate your User Account or Services.
Waiver of Claims and Unauthorized Payments.
You agree to waive all claims against Aila Health , Aila Medical, PC, and its third-party affiliates, including Aila Health’s third-party payment processor(s), related to any unauthorized payments made on or through the use of your User Account outside of Aila Health’s control, regardless of whether such payments are authorized or unauthorized. However, you may submit a claim of the unauthorized payment to Aila Health at billing@ailahealth.com so that Aila Health can conduct a reasonable investigation as it sees fit under the circumstances. If appropriate, Aila Health will assist in correcting the alleged unauthorized payment, provided that such claim is received by Aila Health within thirty (30) days of the disputed charge or payment.
Cancellations and Refunds.
Appointments and No-shows
I understand that my appointment time with Aila Health is reserved exclusively for my care for the duration of all scheduled visits. I understand that I am expected to keep all appointments, as scheduled, in order to ensure maximum progress in connection with my treatment and care and that if I am late for an appointment, the visit will end at the scheduled time and I will be responsible for the cost of the full visit.
If I need to cancel or reschedule an appointment, I will cancel the appointment using the Appointments tab in the Patient Web Portal or App.
I understand that appointments must be cancelled or rescheduled at least 48 hours prior to the scheduled appointment or I will either forfeit my appointment or incur a cancellation fee. I agree that cancellation within 48 business hours of the scheduled appointment will incur a cancellation fee equal to 100% of the appointment fee. This fee cannot be filed to insurance. No-shows will be documented in the practice management system and a history of no-shows may result in refusal to schedule future appointments.
Canceling Subscription.
When you cancel a Subscription, you cancel only future charges associated with your Subscription. You may initiate your cancellation at any time via the Aila Health app, but the cancellation will become effective at the end of your current Subscription Period. Please cancel or email support@ailahealth.com no later than by 12 A.M. Pacific Time the business day before the Subscription Period end date to cancel your Subscription. If you do not cancel before this time, Aila Health reserves the right to charge you for the next Subscription Period and cancel your Subscription in the following Subscription Period.
Except as otherwise stated herein or required by applicable law, no refunds will be provided for a partial Subscription Period, but you will continue to have access to the Subscription until the next billing cycle. Notwithstanding any other terms, Aila Health reserves the right to cancel your Subscription in its entirety at any time and for any reason, with or without prior notice. In the event that Aila Health exercises its right to cancel a Subscription, it will refund the current Subscription Period’s Subscription Fee as required by law.
Once you cancel your Subscription, your access to and use of the Services will continue to the end of your then current Subscription Period and thereafter end, but you will continue to have access to certain information maintained within User Account, such as personal health information. Please note that all Services, including the delivery of any medications prescribed through the Services and access to refills through the Pharmacies, will end once cancellation takes effect. You should talk to your Healthcare Provider before discontinuing your medication. Abruptly stopping certain medications can impact your health. Any other Services that are paid per Service (e.g., single visits with a Provider but not part of a Subscription) may be rescheduled but are not cancellable if within 48 hours of the appointment time.
Refunds.
All purchases are final and once paid, all fees, including Subscription Fees, are non-refundable regardless of whether Services are utilized, except as prohibited by applicable law. However, you may cancel your Subscription at any time in accordance with the Cancellations and Refunds policy to stop incurring future Subscription Fees. We reserve the right to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future. All medication orders are final once shipped by the pharmacies and the order cannot be returned or refunded to protect patient safety and comply with applicable laws. However, if you think you have received the wrong medication, have received an order in error, or have any other questions, please contact us at support@ailahealth.com.
Complaints, Comments and Questions
I understand that Aila Health is committed to providing quality care and resolving favorably any complaint, problem, question or unsatisfactory experience that might occur in connection with medical or nutritional services, and that it is the policy of Aila Health that if any person has a complaint or problem or unsatisfactory or negative experience related to our business, services or products, such person must bring the matter to the attention of Aila Health privately, by email (team@ailahealth.com) or by phone (415-480-1640) and Aila Health will investigate any such matter and attempt in good faith, without any retaliation, to reasonably resolve the matter.