Cerebral is a subscription service. Therefore, our model is distinct from the traditional pay-per-visit system used by most healthcare providers. Our clients find that paying for one monthly subscription which includes access to visits, prescription delivery, in-app resources, and reliable Care Team support is a much more economical alternative as opposed to being billed for each individual service rendered.
Should you want to cancel your account, be advised that as of May 31st, 2022, we have implemented a Cancel button within your patient portal. Please log into your account and visit the My Account page by clicking the menu at the top right of your screen. From there, click “View membership plan details” under your subscription plan, and select “Cancel Subscription.” Make sure to cancel at least one business day before your scheduled billing date, otherwise our system will automatically bill a non-refundable charge for an additional month of service. You can view the date of your next billing cycle renewal by navigating to the My Account tab while signed into your account.
In some cases, a prescriber may determine that telemedicine is not the safest or most appropriate option for treatment with medication. In these instances, we usually recommend that a client follows up with a local in-person prescriber because they can provide a safer environment for medication monitoring. However, as is often the case, we don’t wish to fully deter clients from receiving support via Cerebral’s platform. In these situations, your account will be shifted to a plan type that doesn’t include medication (i.e. “Therapy only” or “Counseling only”). These plan types still allow you access to Cerebral’s unlimited messaging feature and to schedule ongoing visits with your behavioral health practitioner.
Given this continued access, ineligibility for medication services through Cerebral’s platform does not necessitate a refund. Similarly, in rare circumstances, whereby a client may be ineligible for medication and remote behavioral health visits, the client may be referred out from the platform completely. However, although these situations are extremely rare, a refund is still not warranted. This is because the time spent meeting with a clinician is valuable and expensive. Similar to meeting with in-person care professionals, you will still have billable time regardless of how the overall treatment plan is decided upon.
Finally, it is worth noting that the subscription fee is not necessarily contingent upon services rendered. If the client has opted not to schedule or attend any appointments with their Care Team, refund eligibility is still unlikely. This is because Cerebral charges based on the client’s ability to access care, which includes the option to schedule visits and read through our in-app resources. These terms are acknowledged and agreed upon the moment a client decides to enter their payment information from the initial sign-up screen.
If, however, you’ve run into difficulties while utilizing our services, separate from the extenuating circumstances mentioned above, we encourage you to contact us with your questions or concerns. We’re here to support you in every way we can. Although we strive to inform members with their responsibilities as a client, oftentimes we’re able to provide assistance by offering discounts of service or troubleshooting and resolving account difficulties.