Payments and Refunds
Pre-Payment
At Umbra Health Advocacy, we require payment prior to matching you with an advocate or delivering patient advocacy services.
After your free consultation with one of our intake specialists, you will be given a price and the estimated number of hours you will need to complete your case. Your specialist will provide a link for you to purchase those initial hours.
Once you are matched, your advocate will track the time used in our system.
After working with your expert advocate, you and your advocate may determine that you need more hours. Contact us to purchase more hours.
Please review our refund policy before purchasing.
Post-Service Payments
On rare occasions, your advocate may continue to provide services with your approval but before you have paid for those services. In these cases, Umbra Health Advocacy reserves the right to charge the credit card on file for you for the agreed-upon amount.
By opting for post-service payment, you authorize Umbra Health Advocacy to process the payment using their stored payment method within 30 business days after service completion.
If payment is not successfully processed within 30 business days of service completion, you may be subject to late fees or account suspension.
Disputes
If you believe we have made an error in the charges, you must notify us of any disputes within 24 hours of the transaction. Refund requests will be reviewed on a case-by-case basis, following our standard refund policy.
Refund Policy
At Umbra Health Advocacy, we are committed to providing high-quality services and making sure you get the support you need. We understand that there may be situations where a refund is necessary.
We charge transaction fees because we must pay a credit card processor for both your purchase and refund even if you do not use our services. In addition, our fees cover the time and resources it takes to speak with you about your situation, match you with an advocate with the expertise required and deliver the patient advocacy services.
This policy outlines the conditions under which we may issue a full or partial refund.
Full Refund
You are eligible for a full refund, minus a 10% transaction fee if you cancel services within 48 business hours of purchase and we have not matched you with an advocate.
Partial Refund
A partial refund, good for unused hours or other purchased services (if any) minus 20% of the total purchase, may be granted under the following conditions:
- You cancel services within 72 business hours of purchase, before using any services.
- The service was partially completed, but you choose not to continue.
Please notify us as soon as possible so that we can determine if any hours remain unused. If you are dissatisfied with your advocate, we will find you a better match.
Any partial refunds will be based on the number of unused hours or other purchased services (if any), minus 20% of the total purchase price.
No Refund
Unfortunately, we cannot offer a refund in the following cases:
- The service was completed.
- You request a refund beyond the eligible time frames noted above.
How to Request a Refund
To initiate a refund request, please contact our customer service team at team@umbrahealthadvocacy.com with your order details.
Provide a brief explanation of the issue and any relevant details.
Our team will review your request and respond within 5 business days.
If approved, we will refund approved amounts back to your original payment method within 10 business days.
The amount of time it takes to credit your account is determined by your financial institution. Please contact them for more details.