Cancellation And Refund Policy

Effective Date: September 14, 2026
Last Updated: September 20, 2026

This policy explains how appointment cancellations, rescheduling, missed appointments, refunds, and billing corrections are handled by Nexon Health Care LLC. Membership fees, renewals, cancellations, termination, and refunds are governed by the patient’s signed Direct Health Care Agreement.

This page is for patient information only. No signature is required.

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Appointment Cancellations

You should cancel or reschedule at least 24 hours before your appointment start time.

To cancel or reschedule:

• Use the patient portal

• Contact Nexon Health Care through secure messaging

• Call 786-699-6298

Requests are reviewed based on the time received by Nexon Health Care.

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Late Cancellations

A cancellation made less than 24 hours before the appointment is considered a late cancellation.

Late cancellations are subject to a charge of up to the full visit fee.

The fee reflects the appointment time reserved for you and the limited opportunity to offer the time to another patient.

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Missed Appointments

An appointment is considered missed when:

• You do not join the telehealth visit

• You do not respond to reasonable contact attempts

• You arrive too late for the provider to complete a safe evaluation

• You are not physically located in Florida at the time of the visit

• Your identity or location cannot be confirmed

• You disconnect and do not return after reasonable attempts to reconnect

Missed appointments are nonrefundable and are subject to the full visit fee.

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Late Arrival

Please join the telehealth appointment on time.

If you join late, the provider will determine whether enough time remains to complete a safe and appropriate evaluation.

The visit might need to be shortened, rescheduled, or canceled.

A late arrival that prevents completion of the visit is treated as a missed appointment.

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Same-Day Appointments

For appointments booked on the same day, cancel within 15 minutes of booking without a cancellation fee.

After 15 minutes, the late-cancellation policy applies.

We review emergencies individually.

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Emergency Exceptions

Nexon Health Care reviews emergency circumstances individually.

Examples include:

• Emergency department evaluation

• Hospital admission

• Serious accident

• Sudden severe illness

• Death in the immediate family

• Documented events outside your reasonable control

Approval is not automatic. Supporting documentation might be requested when appropriate.

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Provider Cancellation

If Nexon Health Care cancels an appointment, you will receive one of the following:

• Rescheduling at no additional charge

• A credit toward a future visit

• A refund of the amount paid for the canceled appointment

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Technology Problems

You are responsible for:

• A working device

• Adequate internet access

• Camera and microphone access

• Correct contact information

• Joining from a private and safe location

If a technical problem occurs, contact the practice promptly.

When the problem results from Nexon Health Care’s platform or systems and the visit cannot be completed, the appointment will be rescheduled or refunded.

When the problem results from the patient’s device, connection, settings, or failure to join, the visit might be treated as a late cancellation or missed appointment.

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Clinical Redirection

Payment covers the provider’s professional time and medical evaluation.

A refund is not issued because:

• A prescription was not provided

• An antibiotic was not prescribed

• A controlled substance was not prescribed

• A requested test was not ordered

• A diagnosis was not confirmed

• The provider recommended in-person care

• The provider recommended urgent care or emergency evaluation

• The provider recommended specialist care

• The patient disagreed with the treatment plan

• The expected outcome was not achieved

If the provider determines early in the encounter that telehealth is not clinically appropriate, Nexon Health Care will decide whether to apply the payment as a visit fee, issue a partial credit, or approve another resolution based on the work completed.

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One-Time Visit Refunds

Completed visits are nonrefundable.

A refund request for an unused and timely canceled appointment must be submitted within 7 calendar days of the scheduled appointment date.

Approved refunds are returned to the original payment method.

Processing time depends on the payment processor and financial institution.

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Membership Terms

Membership is billed monthly. Cancel any time. Enrollment requires a signed Direct Health Care Agreement.

The signed agreement controls membership fees, billing periods, renewals, included services, cancellations, termination, and refunds.

If this website conflicts with the signed Direct Health Care Agreement, the signed agreement controls.

This policy continues to apply to individual appointment cancellations unless the signed agreement states otherwise.

Duplicate or Incorrect Charges

Contact Nexon Health Care promptly if you believe you were charged:

• Twice for the same service

• The wrong amount

• After an approved cancellation

• For a service not scheduled or received

Verified billing errors will be corrected.

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Chargebacks and Payment Disputes

Contact Nexon Health Care before starting a payment dispute whenever possible.

A chargeback filed after services were provided does not cancel the patient’s financial responsibility.

Nexon Health Care might provide appointment, payment, communication, and service records to the payment processor when responding to a dispute.

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Refund Processing

Approved refunds are returned to the original payment method.

Nexon Health Care does not control the time required by the bank or card issuer to post the refund.

Nexon Health Care initiates approved refunds within five business days. Bank or card processing time may vary.

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Policy Changes

Nexon Health Care might update this policy.

The current version will appear on this website with the latest revision date.

The policy in effect at the time of booking applies to the appointment.

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Contact Information

Nexon Health Care LLC

Phone: 786-699-6298
Email: info@nexonhealthcares.com
Website: www.nexonhealthcares.com

Contact the practice with questions about cancellations, billing, credits, or refund status.