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 void the authorization hold, but it might take some time for you to see it reflected back 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

We’re not able to issue a refund if you were connected to a healthcare provider and had a consultation. All healthcare outcomes including prescriptions, sick notes, and treatment are up to the provider’s discretion based on their judgment and expertise. 

If you’re having a technical issue with a prescription, note, or lab requisition, contact us at [email protected] since we may be able to help you directly. 

If you have a concern about the quality of care you received on Maple, please contact us at [email protected] to find out about our escalation process for an independent third-party review.  

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