What to do if DrHouse can’t provide the medical treatment I need?

If DrHouse cannot provide the treatment you need, the physician will inform you during the visit and may recommend alternative care, such as in-person evaluation or additional testing. In cases where no medical treatment or service can be provided, your visit may be eligible for a refund.

Quick Answer:

• Doctors may determine your condition cannot be treated via telehealth
• You may be referred to in-person care or further testing
• No treatment or prescription is not guaranteed
• If no care is provided, you may be eligible for a refund
• Refunds depend on whether medical services were delivered

When Treatment Cannot Be Provided

DrHouse physicians evaluate each case individually. In some situations, they may not be able to provide treatment through a virtual visit, such as when:

• Your condition requires a physical exam, imaging, or procedures
• Symptoms suggest a need for urgent or emergency care
• The issue falls outside what can be safely managed via telehealth

In these cases, the physician will guide you on the appropriate next steps.

What Happens Next

If treatment cannot be provided, the doctor may:

• Recommend visiting an urgent care center, clinic, or ER
• Suggest lab tests or in-person diagnostics
• Advise on how to proceed safely based on your symptoms

DrHouse is designed for non-emergency care, so some conditions are better handled in person.

Refund Eligibility

If no medical service is ultimately provided, your visit may qualify for a refund.

However, refunds are generally not issued if any of the following occurred:

• You don’t have a valid ID with you and our doctors cannot verify your identity.
• A doctor’s note was provided.
• A medication was prescribed.
• A prescription was requested for controlled substances, HRT, muscle relaxants, ADD/ADHD medication, or medical marijuana.
• You ask to renew or refill medication and don’t have an Rx bottle nearby, and/or our doctors cannot determine your medication history. The Rx bottle label needs to include the patient name, medication name, dose frequency, dispense quantity, fill date, and refill information.
• A referral was provided for lab tests, diagnostic tests, or in-person care.
• A clinician reviewed your information and determined that prescription medication isn’t the most appropriate treatment for you.

Refund decisions depend on whether care was delivered during the visit.

Limitations and Important Notes

• Treatment is based on physician judgment and medical appropriateness
• Not all conditions can be treated through telehealth
• Prescriptions and outcomes are not guaranteed
• Refund eligibility depends on the services provided during the visit

DrHouse prioritizes safe and appropriate care, even if that means directing you to in-person treatment when necessary.