Refund & Cancellation Policy

1. Introduction

At Valor Health ("we," "our," or "us"), we are committed to providing exceptional addiction treatment and behavioral health services. We understand that deciding to enter treatment involves significant financial commitment. This Refund & Cancellation Policy outlines the financial terms related to admission, early discharge, and cancellations for our medical detox, residential treatment, partial hospitalization, and intensive outpatient programs.

2. Pre-Admission Deposits & Cancellations

In many cases, a deposit or full payment for the first month of treatment (for self-pay patients) is required to secure a bed or program start date.

• Cancellation with 72+ Hours Notice: If you or your loved one cancels admission to the program at least 72 hours prior to the scheduled intake time, the deposit or pre-payment will be fully refunded, minus a standard $500 administrative processing fee.
• Cancellation with Less Than 72 Hours Notice: If cancellation occurs within 72 hours of the scheduled admission, the deposit is non-refundable, as we have reserved a clinical bed, medical staff, and resources specifically for the patient.
• Failure to Admit (No-Show): If the patient fails to arrive for scheduled admission without prior notice, any deposit or upfront payment made is entirely non-refundable.

3. Voluntary Discharge (Leaving Against Medical Advice)

Recovery is a challenging process, and patients occasionally wish to leave treatment prematurely. Our clinical team works diligently with patients and their families to prevent early departure. However, because our programs require significant clinical resources assigned in advance:

• If a patient leaves the facility Against Medical Advice (AMA) prior to completing their recommended or agreed-upon length of stay, no refunds will be issued for unused days.
• All upfront payments, copays, and deductibles collected for that phase of treatment are forfeited.

4. Involuntary Discharge (Administrative Discharge)

To ensure the safety and recovery environment of all our patients, Valor Health maintains strict behavioral and community guidelines. A patient may be involuntarily discharged for severe rule violations, including but not limited to:

• Bringing drugs, alcohol, or unauthorized medications onto the premises.
• Violence, threats of violence, or destruction of property.
• Fraternization or inappropriate behavioral conduct with other patients or staff.

If a patient is administratively discharged due to a violation of our rules and policies, no refunds will be provided for the remainder of their scheduled stay.

5. Medical Emergencies & Transfers

If a patient requires transfer to a higher level of acute medical or psychiatric care (e.g., a general hospital) that Valor Health cannot provide, we will assess the financial balance on a case-by-case basis. If the patient is unable to return to our facility to complete their treatment after stabilization, a prorated refund for the unused, prepaid days of treatment may be issued, minus any services already rendered and administrative fees.

6. Insurance and Third-Party Payments

Many of our patients utilize insurance (e.g., Blue Cross Blue Shield, Aetna, Cigna) to cover the cost of treatment.

• Verification is Not a Guarantee: Our admissions team verifies insurance benefits as a courtesy; however, this is not a guarantee of payment by your insurance provider.
• Patient Responsibility: The patient or financial guarantor is ultimately responsible for any balance not covered by insurance, including deductibles, copayments, coinsurance, or denied claims.
• Insurance Overpayments: If an out-of-pocket payment was collected upfront and the insurance company subsequently pays Valor Health at a rate that creates an overpayment on the patient account, the excess balance will be refunded to the guarantor within 45 days of the final insurance claim settlement.

7. Processing of Refunds

All approved refunds are processed back to the original method of payment. Please allow 14 to 30 business days for the refund to be processed by our billing department and reflected on your bank or credit card statement. We cannot issue cash refunds.

8. Contact Our Billing Department

If you have questions about this policy, or need to discuss your financial account, please contact our billing and admissions team:

Valor Health Financial Services
Phone: (XXX) XXX-XXXX
Email: billing@valorhealth.com
Hours: Monday - Friday, 9:00 AM - 5:00 PM EST