Cancellation and refunds

Fast-pass fees are not refundable

A fast-pass fee buys a specific appointment time that a practice has set aside for you, and that FirstPass has already paid the practice to hold. Once that time is reserved it is off the schedule and cannot be sold to anybody else, so fast-pass fees are not refundable — including if you cancel, reschedule or change your mind, however much notice you give.

$250 no-show fee

If you do not show up for your appointment, you will be charged a $250 no-show fee. The same fee applies if you cancel less than 24 hours before your appointment starts, because at that point the practice cannot offer the time to anybody else.

It is a flat $250 — it does not vary by appointment or by practice. It is charged to the card on your account on the day the practice reports that you did not attend, and it is in addition to the fast-pass fee you have already paid.

Cancel more than 24 hours ahead and there is no no-show fee. We email you a reminder before that deadline passes, so you always get the chance to release the time first.

This is a FirstPass VIP charge, not a bill from the practice. The practice does not charge you for a missed appointment and does not take payment from you. It is not a medical charge and it cannot be billed to your insurance.

We email you the same day we charge you, showing the amount, the appointment time and which practice reported that you did not attend. If you believe it is wrong, reply to that email within 30 days and we will check it with the practice. If it was reported in error, we reverse the fee.

If the practice cancels

If the practice cancels or cannot see you at the time booked, your fast-pass fee is refunded in full regardless of notice. If you prefer, we will move you to the next available time at no additional charge.

If we cannot confirm your appointment

We do not keep a fee for an appointment we could not place. If confirmation fails for any reason, the charge is reversed automatically.

Memberships

Membership is billed in advance — $19.99 monthly, $149.00 annually, or $249.00 annually for a household. You can cancel at any time from your account page. Cancelling stops the next renewal and your membership benefits continue until the end of the period you have already paid for.

Annual and household memberships may be cancelled for a full refund within 14 days of the initial purchase, provided you have not booked a fast pass at the member rate during that period. Partial periods are not otherwise prorated.

Medical care is separate

A fast-pass fee is a fee for appointment access only. It is not payment for medical care, and it is not insurance. Anything the practice charges for the visit itself is between you and the practice, and this policy does not cover it.

Questions

Write to support@firstpass-vip.com and we will look at it. If a charge was wrong, we will fix it.