Before you first submit the request, Maple displays the price of the consultation. Just like in-person visits, consultation fees on Maple are for the healthcare provider’s time in the visit and are not a guarantee of any specific medical outcome. It’s important to please include as much detail as possible in the initial consultation request to help our providers determine if your needs can be safely met through an online visit. If, based on that information, they decline the consultation in advance, you will not be charged (see Authorization holds below).

If, however, your consultation request is accepted and you start chatting with the healthcare provider, whether or not to charge for the visit is entirely at the healthcare provider’s discretion. Sometimes a provider is able to quickly determine that the issue isn’t appropriate for online care and they may choose to close the visit without charge. However, they are entitled to charge for their time if it takes more than a few minutes to assess the case, even if no treatment can ultimately be provided beyond a recommendation for in-person care.

If you happen to have private health insurance and have questions about the consultation fee, please contact our support team using the "Contact Maple" button at the bottom of this article before you submit the consultation request and we will help ensure that your coverage is being properly applied. You can also find more information about private health insurance at Maple by clicking here.

Authorization holds

If you requested a consultation and the provider declined it before you had the chance to speak together, you will not be charged. What looks like a charge is an authorization hold. When you request a consultation, Maple places a temporary hold on your card to protect against fraud from unauthorized card usage. The fee will not actually be charged to your account.

If your request is declined, we immediately release the authorization hold. It might take some time for you to see that reflected in your account, depending on your bank's policies.

Partial or full refunds

As you know, we’re here to quickly and conveniently connect you to a healthcare provider, anytime you need. We can consider issuing a full or partial refund if:

  • You’re having major technical app issues during a consultation.

  • You accidentally bought credits or if you simply changed your mind, so long as they’re unused.

  • You bought a membership and no longer need it. The refund will be prorated for time and any consultations you’ve completed during the membership. Expired memberships cannot be refunded.

  • The healthcare provider you saw informs us that you shouldn’t be charged for the consultation.

No refunds

As the fee is for the provider’s time, we’re not able to issue a refund if you were connected to a healthcare provider and had a consultation with them. All healthcare outcomes including prescriptions, sick notes, and treatment are up to the healthcare provider’s discretion based on their judgment and professional expertise.

If you’re having a technical issue with a prescription, note, or lab requisition, contact us using the "Contact Maple" button below so that we can troubleshoot and work to resolve your concern.

If you have a concern about the quality of care you received on Maple, please contact us using the "Contact Maple" button below to find out about our escalation process for an independent third-party review.

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