Refund & Cancellation Policy

This Refund & Cancellation Policy is part of the RightPT Terms of Use and explains how cancellations, rescheduling, no-shows, and refunds work when you book a cash-pay physical therapy appointment through RightPT. RightPT is a technology marketplace; the physical therapy services are provided by independent providers.

PROVIDER-SPECIFIC TERMS MAY APPLY. Providers set their own cancellation and refund terms — including the free cancellation/reschedule window and any late-cancellation or no-show fee — which are displayed at the time of booking. The terms shown to you at booking control, even if the provider later changes their policy. Where a provider’s displayed terms differ from the defaults below, the terms shown to you at booking control.

1. How Payment Works

The price shown at checkout (the “Service Price”) is the amount you authorize and pay for the appointment. Payments are processed by Stripe, and RightPT collects payment on the provider’s behalf as their limited payment collection agent. The price you see is the price you pay; RightPT’s marketplace fee is charged to the provider and does not add a separate charge for you.

2. Cancelling or Rescheduling (by You)

2.1 Free cancellation/reschedule window. Unless a provider’s displayed terms state otherwise, you may cancel or reschedule at least 24 hours before your appointment start time for a full refund or at no charge. Rescheduling keeps your payment in place — no refund and re-charge is needed — so when plans change, rescheduling is usually the fastest option.

2.2 Within the window. If you cancel less than the displayed window before the appointment, a late-cancellation fee of up to the full Service Price may apply, as set by the provider’s displayed cancellation terms. Once the free window has passed, self-serve online rescheduling may no longer be available; contact your provider, who can propose a new time.

2.3 How to cancel. Cancel or reschedule through your account or by contacting us at admin@rightpt.com. The timestamp of your request determines whether it falls inside the free window.

3. No-Shows and Late Arrivals

3.1 No-shows. If you do not attend a scheduled appointment and did not cancel within the allowed window, you may be charged up to the full Service Price, as set by the provider’s displayed terms.

3.2 Late arrivals. If you arrive late, the provider may shorten or, if necessary, decline the session for clinical or scheduling reasons; charges in that case follow the provider’s displayed terms.

4. Cancellations by the Provider

If a provider cancels a confirmed appointment, you are entitled to a full refund or to reschedule at no additional charge. We will help you rebook with the same or another provider where possible. RightPT is not responsible for a provider’s availability and does not guarantee any appointment.

5. Refunds: Eligibility and How They Are Issued

5.1 Method and timing. Approved refunds are issued through Stripe to your original payment method. After a refund is initiated, it typically appears within 5–10 business days, depending on your bank or card issuer.

5.2 Partial refunds. Where only part of a Service is refundable (for example, a late cancellation under a provider’s terms), we refund the applicable amount.

5.3 Telehealth technical failures. If a virtual visit cannot proceed due to a technical failure on the platform side and cannot be completed, you may reschedule or receive a refund.

6. Service Quality and Clinical Outcomes

Physical therapy results vary, and outcomes are not guaranteed. A refund is not provided simply because a treatment did not achieve a hoped-for result. If you have a concern about the quality or conduct of a session, contact us at admin@rightpt.com; because providers are independent, some matters may need to be resolved with the provider, and we will assist where we can.

7. Payment Disputes and Chargebacks

If you believe you were charged in error, please contact us at admin@rightpt.com before disputing the charge with your bank, so we can resolve it quickly. Filing a chargeback without contacting us may delay resolution.

8. Packages and Memberships

RightPT currently charges per appointment and does not sell auto-renewing memberships. If we later offer packages or memberships, they will be governed by separate, clearly disclosed terms, including any applicable cancellation and refund rights.

9. Changes and Contact

We may update this Policy and will post the updated version with a new “Last Updated” date. Questions: admin@rightpt.com | 750 Garden St Unit 30, Milpitas, CA 95035.