We allow clinicians like you to automatically refund unused purchases of the Checkup and Love Lab if your couple has not yet started their questionnaires yet and has decided to discontinue therapy. This applies regardless of who has paid for the assessment (you or your couple).
Please review this below information to understand key details about the refund process:
If the above conditions are met, please follow these instructions to refund an unused assessment:
- Navigate to your couple's dashboard.
- Under their assessment, go to the payment step and select the red "Refund" option.
- If the stage is collapsed, you will be able to hover over that stage and click on it to expand it, shown below:
Please note a few details:
- If you cannot expand the payment stage section mentioned above, the conditions listed for a refund have not been met and you may not be eligible for a refund. If you believe an error has occurred, please reach out to our team for additional information.
- If your client deleted their payment information from their account, you may see an error and a refund will not be issued. They need to have a payment method in their account to be issued a refund.
- After a refund is issued, as mentioned in the pop-up, just like with a new couple, a payment will have to be provided before the couple can continue again with the assessment process.
- If your couples have already started their questionnaires and you are no longer working with them, you may still be able to get a refund. Please reach out to us here.
- We do not issue refunds for couples that have already completed their questionnaires.