Refund Policy
Last updated: May 5, 2026
Honesty about money is part of how we work. Here is when you pay, when you don’t, and how refunds are handled.
The symptom-pattern review is free
The initial review — the structured questions and the clinician read of your written intake — is offered at no charge. You will not be asked for payment information to take the review.
No charge if we redirect you
If, during or after the review, a clinician determines that Elia is not the right setting for your care, you will be redirected to in-person or specialist resources at no charge. This includes red-flag triage and any case where the clinician concludes telehealth isn’t the right fit.
Visit fees
If a clinician visit is booked, the visit fee is itemized at the time of booking and charged after the visit takes place. Visit fees vary by length and complexity and will always be displayed before you confirm the booking.
Refund window
If you cancel a visit at least 24 hours in advance, you will not be charged. If you cancel within 24 hours of the visit and have already been charged, contact patient support and we will issue a full refund within 7 business days, except in cases of clinician time already spent in pre-visit chart review.
If a clinician visit takes place and you are unsatisfied with the care, contact patient support within 14 days. We will review the case and may issue a partial or full refund at our discretion.
Labs and dispensed therapies
Lab and pharmacy charges are billed by the partner laboratory or pharmacy directly. Refunds for those charges are governed by their respective policies and are not handled by Elia.
How to request a refund
Email support@elia.health with the subject line “Refund Request” and your visit date or order number. We respond within two business days.