Last Updated: January 2025
Overview
Our refund policy is designed to be fair to both individual users and therapists while maintaining the integrity of our mental health screening services. This policy covers both B2C (individual user assessments) and B2B (therapist subscriptions).
B2C (Individual User) Assessments
Standard Policy
Individual assessment purchases are generally non-refundable once the assessment has been accessed or completed. This is because:
- • Digital mental health assessments are delivered immediately upon purchase
- • Results and insights are provided in real-time
- • The service has been rendered once you view your results
Eligible for Refund
- Technical Issues: If you experienced a technical issue that prevented you from completing the assessment and our support team could not resolve it
- Payment Error: If you were charged incorrectly or charged twice by mistake
- Pre-Assessment: If you request a refund before starting the assessment (within 24 hours of purchase)
Not Eligible for Refund
- • After completing the assessment and viewing results
- • If you disagree with or dislike the assessment results
- • If you choose not to follow up with professional care after receiving recommendations
- • If you simply changed your mind after viewing the results
- • If the assessment revealed information you were not prepared to see
Requesting a Refund (B2C)
- • Contact support@mbhs.com within 7 days of purchase
- • Provide your order number and reason for refund
- • Our team will review and respond within 2-3 business days
- • If approved, refunds are processed within 5-7 business days
B2B (Therapist) Subscriptions
Monthly Subscriptions
- Cancellation: You can cancel your subscription at any time
- Effective Date: Cancellation takes effect at the end of your current billing cycle
- Access: You retain access to the platform until the end of the paid period
- No Partial Refunds: We do not provide partial refunds for unused time in the current month
Eligible for Refund (B2B)
- Technical Issues: If you experienced significant technical issues that prevented platform use for an extended period and our team could not resolve them
- Billing Error: If you were billed incorrectly (wrong amount, duplicate charges, etc.)
- First Month Only: Within the first 30 days of your first subscription, if the platform does not meet your professional needs (one-time courtesy refund)
Not Eligible for Refund (B2B)
- • After using the platform to administer assessments to clients
- • If you simply decide not to use the service after subscribing
- • If your practice circumstances change (e.g., client volume decreases)
- • If you prefer a different assessment tool or methodology
- • For any month beyond the first 30 days
- • If you forget to cancel before renewal
Requesting a Refund (B2B)
- • Contact support@mbhs.com with your account details
- • Provide specific information about the issue or reason
- • Our team will review and respond within 2-3 business days
- • If approved, refunds are processed within 7-10 business days
Subscription Cancellation Process
How to Cancel
- Log into your therapist account
- Navigate to Account Settings > Subscription
- Click 'Cancel Subscription'
- Confirm cancellation
- You'll receive a confirmation email
After Cancellation
- • Your subscription remains active until the end of the current billing period
- • You can still access all features until that date
- • After that date, you will not be charged again
- • You can reactivate your subscription at any time
Payment Disputes and Chargebacks
Before Filing a Chargeback
- • Please contact us first at support@mbhs.com
- • We will work with you to resolve the issue quickly
- • Most disputes can be resolved within 24-48 hours
If You File a Chargeback
- • Your account will be suspended pending investigation
- • Access to assessment results may be revoked
- • For therapists, client data will be preserved but access will be limited
- • If the chargeback is found to be unjustified, your account may be permanently closed
Our Response to Chargebacks
- • We will provide transaction records and service delivery proof
- • We will document all communication attempts to resolve the issue
- • If the chargeback is reversed in our favor, a chargeback fee may be charged to your account
Technical Issues and Refunds
Qualifying Technical Issues
- • Platform outage lasting more than 4 hours during your billing period
- • Assessment results that fail to generate due to system error
- • Payment processing errors that charge you multiple times
- • Data loss or corruption affecting your client records (B2B)
Non-Qualifying Technical Issues
- • Internet connectivity issues on your end
- • Browser compatibility issues (when alternatives are available)
- • User error or misunderstanding of features
- • Temporary slowness or brief service interruptions (under 30 minutes)
- • Issues caused by third-party integrations or services
Reporting Technical Issues
- • Document the issue with screenshots or error messages
- • Contact support@mbhs.com immediately
- • Allow our team 24-48 hours to investigate and respond
- • We will either resolve the issue or provide a refund if resolution is not possible
Refund Processing
Once Approved
- • B2C refunds: 5-7 business days to original payment method
- • B2B refunds: 7-10 business days to original payment method
- • Credit card refunds may take an additional 2-5 days to appear on your statement
- • You will receive an email confirmation when the refund is processed
Partial Refunds
In some cases, we may offer a partial refund:
- • If you used part of the service but experienced significant issues
- • If there was a service degradation affecting a portion of your billing period
- • As a goodwill gesture for inconvenience caused
Special Circumstances
Medical Emergencies
If you or a client experienced a medical or mental health emergency:
- • Please focus on getting immediate help first (988, 911, or emergency services)
- • Contact us when you are safe and stable
- • We will work with you on a case-by-case basis to find a fair resolution
Practice Closure or Career Change (B2B)
If you need to close your practice or leave the profession:
- • Contact us to discuss options
- • We may offer a prorated refund depending on circumstances
- • We will help you export client data if needed
- • Account will be closed upon request
Data Access After Refund
- B2C: After a B2C refund, assessment results may be removed from your account
- B2B: After a B2B refund, you will have 30 days to export client data
- After the retention period, data will be securely deleted per our Privacy Policy
Fair Use Policy
Refund Abuse Prevention
We reserve the right to deny refund requests if we detect abuse:
- • Multiple refund requests from the same individual or practice
- • Requesting refunds after fully using the service
- • Filing chargebacks without contacting us first
Good Faith
We operate in good faith and expect the same from our users. If you have a legitimate concern, we will work with you to find a fair resolution.
State-Specific Rights
Some states provide additional consumer protection rights beyond this policy. If your state law provides for a longer refund period or additional rights, those laws will apply. Contact us if you have questions about your state-specific rights.
Changes to This Refund Policy
- •We may update this policy from time to time
- •Changes will be posted on this page with a new 'Last Updated' date
- •For B2B users, we will send email notification of significant changes
- •Continued use of the service after changes constitutes acceptance of the new policy
Contact for Refunds
Refund Requests
- • Email: support@mbhs.com
- • Subject line: 'Refund Request - [B2C or B2B] - [Order/Account Number]'
- • Include: Order number, reason for refund, any relevant details
Policy Questions
- • Email: support@mbhs.com
- • Subject line: 'Refund Policy Question'
Dispute Resolution
- • We commit to responding to all refund requests within 2-3 business days
- • Most issues are resolved within one week
- • If you are not satisfied with our response, you may escalate to management
Important Reminders
Before Purchase
- • Review the assessment description and what it includes
- • Understand that results are for screening purposes, not diagnosis
- • Read the Informed Consent page before purchasing
- • For B2B, try our demo or free trial before committing
- • Contact us if you have questions before purchasing
We Value Your Mental Health Journey
Our goal is to provide valuable mental health screening tools. If you have concerns about:
- • The assessment process
- • Your results or recommendations
- • Technical issues
- • Billing questions