Please select an option to learn more about our refund policies:
Membership refunds
Membership refunds
Our membership refund policy is also detailed in the Maple Membership Disclaimer that was shown when you signed up for your membership. You can view the full disclaimer here.
Within the first 30 days from your initial purchase:
If you have used your Maple membership within the first 30 days of your initial purchase, the membership fee is non-refundable. You or any member on your account have used your Maple membership if you have completed a consultation with any healthcare provider, requested a Second Medical Opinion visit, or enrolled in self-guided iCBT courses.
If you do not use your Maple membership within the first 30 days of your initial purchase, you may be eligible for a full refund.
For more information or to formally request a refund, you must speak with our customer support team directly by clicking the Contact us button below.
If our customer support team determines you are eligible for a refund, we will refund you, and you will maintain access to your membership benefits for the remainder of the month. The membership will automatically renew at $79.99, plus applicable taxes, unless you turn off auto-renew or request we turn it off for you.
After the first 30 days from the initial purchase:
If you are on a membership plan that renews monthly: Fees for unused memberships that have renewed within 72 hours of the renewal payment being processed are eligible for a refund. Outside of that renewal window, previous months’ membership fees are non-refundable.
If you are on an annual membership plan: If you subscribed before July 24, 2023, your membership is an annual subscription commitment with monthly payments. You can cancel the auto-renewal of the annual term at any time in your account settings. Expired memberships cannot be refunded.
For more information or to speak with customer support, please click the Contact Maple button below.
Pay-per-visit consultation fees
Pay-per-visit consultation fees
Before you first submit a consultation request, Maple displays the price of the consultation and requires confirmation of your payment method. Consultation fees on Maple are for the healthcare provider’s time during the visit and do not guarantee any specific medical outcome.
Here are answers to some common payment questions:
A healthcare provider didn't pick up my consultation request
A healthcare provider didn't pick up my consultation request
Our healthcare providers will decline your consultation request if they determine your needs cannot be safely met through an online visit. You will not be charged if the request is declined before being matched with a provider. This can be confirmed by reviewing the Billing tab in your account settings. You may still see an authorization hold on your card — depending on your bank, it may take some time to release the authorization hold.
I didn’t get the medical outcome I was looking for
I didn’t get the medical outcome I was looking for
All healthcare outcomes, including the provision of prescriptions, sick notes, and treatment, are at the healthcare provider’s discretion based on their judgment and professional expertise. Healthcare providers are entitled to charge for their time if the consultation request was accepted and an assessment was conducted (even if no treatment can be provided beyond a recommendation for in-person care). As the fee is for the provider’s time, we cannot issue a refund if you connected with a healthcare provider. Please review Maple's Terms of Use for more details.
I’m concerned about the quality of care I received
I’m concerned about the quality of care I received
If you are concerned about the quality of care you received on Maple, please get in touch with us using the Contact Maple button below to find out about our escalation process for an independent third-party review.
I have an issue with a prescription, doctor’s note, or lab requisition
I have an issue with a prescription, doctor’s note, or lab requisition
Please contact us using the Contact Maple button below, so our support team can troubleshoot and resolve your concern.
I had technical issues during my consultation
I had technical issues during my consultation
We can consider issuing a full or partial refund if you have experienced a major technical app issue during a consultation. Contact us using the Contact Maple button below to resolve your concern.
I was eligible for coverage when I paid for the consultation
I was eligible for coverage when I paid for the consultation
If you are eligible for public health insurance or private coverage on Maple, you must add the partnership coverage to your account before accessing these services.
Please click the Contact Maple button below to help set up your account, and we will help make sure your coverage is correctly applied. You can also find more information about connecting private health insurance at Maple by clicking here.
I missed my scheduled appointment
I missed my scheduled appointment
Please refer to our Scheduled visit cancellation policy here.