You’re not supposed to just “know” how this works.
If you’re reading this, you might already be tired, worried, or just trying to hold the rest of your life together.
The last thing you need is more confusion. This page is our way of saying: You’re allowed to have questions. We’ll answer them plainly.
Swell Medical is a 24/7 online clinic for everyday health needs.
We’re here when you:
We’re available in all 50 states plus DC and see patients by chat and video, depending on your state and your situation.
We are cash-pay only. No insurance games. Just clear prices and honest care.
Middle of the night. Early morning. Between shifts. On holidays.
If you’re physically in the United States or DC, you can reach us. We built it that way on purpose—because symptoms don’t wait for office hours, and neither should you have to.
We know money is usually the first thing on your mind. So here it is, up front:
How it works:
Medications and labs are separate, handled by the pharmacy or lab.
No subscriptions. No mystery fees “from somewhere in the system.”
A Care Deposit Fee (CDF) is a small part of your visit cost that you pay up front once you say, “Yes, I want a visit.”
It exists so that:
If you complete a visit, your deposit isn’t extra—it becomes part of your $75 total fee.
You never pay a deposit just to look around or ask what’s possible.
There are times when we believe you shouldn’t be charged. Your Care Deposit Fee may be fully refundable when:
In those moments, you haven’t really gotten a visit—just close to one—and we don’t think you should be paying a visit fee.
The exact steps and timing live in our Refund & Cancellation Policy, but the heart of it is: if we couldn’t properly care for you online or made a mistake, we’ll try to make it right.
Sometimes, yes.
There are cases where your clinician has:
…and then you choose not to move forward with a full consult.
In those situations, we may:
We’ll always follow the rules in our written policy and be as transparent as we can.
Your Care Deposit Fee is usually not refundable when:
We know no one likes the word “non-refundable.” We use it carefully, to protect the time and energy clinicians pour into each visit—time that’s hard to see from the outside, but very real.
No.
Swell Medical is 100% cash-pay.
Some people choose to submit receipts or superbills to their insurer or HSA/FSA, where allowed. That’s between them and their plan.
Our lane is simple: you pay us directly for the visit, and we keep the structure honest.
A lot of the things that derail your day but aren’t true emergencies:
If we see any signs that your symptoms might be serious or dangerous, we won’t keep you online just to keep you “in the system.”
We will tell you to go where you’ll be safest—even if that means somewhere else.
No, and we’re honest about that.
Swell is not designed to replace a primary care relationship.
We focus on:
You still deserve:
We see ourselves as a 24/7 clinic you can lean on, not the only place your care lives.
We know weight is loaded—with history, emotion, shame, and effort you don’t always talk about.
Our job is not to judge that. Our job is to help.
A Swell weight loss journey typically looks like:
We don’t believe in miracle promises.
We do believe in safe, steady, medically grounded support you don’t have to be ashamed to ask for.
We can often prescribe or refill non-controlled medications when it’s safe.
This may include meds for:
Sometimes we might say:
We will always be honest about that.
We do not prescribe controlled substances.
That means no:
Labs aren’t just numbers. They’re part of your story.
If your clinician believes labs will help:
The lab itself bills you separately. We handle the interpretation and next steps, so you’re not alone staring at a report you don’t understand.
Chat visit – deposit $30
Video visit – deposit $50
Some states require video for certain care. Others give more flexibility.
We’ll guide you based on:
Both are real visits with real clinicians who are showing up for you.
It depends a little on what’s happening that day, but here’s the spirit of it:
We try to see you as soon as reasonably possible after your screening chat, taking into account:
Sometimes it’s quick. Sometimes it takes a bit longer because we’re making sure we understand your case.
You’re never just a number. There’s always a person on the other side of the screen.
Safety is the line we never want to blur.
We use evidence-based guidelines and real-world clinical judgment to decide:
If your symptoms or situation are outside what we can safely handle, we will say so. We will not keep you in a virtual visit just to keep you as a “customer.”
Good telehealth knows its limits. We built Swell with that in mind.
Yes.
We use secure technology and follow applicable privacy and security requirements for telehealth. Behind the screens are clinicians and staff who understand how personal this all is.
We treat your information with the kind of care we’d want for our own families.
When you’re ready:
If you’re not ready, you can close the tab.
If you are ready, we’re here.
If you’ve been carrying something—symptoms, worry, an empty pill bottle, lab results you don’t understand—and part of you keeps thinking:
“I don’t even know where to start…”
You don’t have to have it all figured out before you ask for help.
We’ll take it one clear, honest step at a time.
If you’re sick, worried, or just ready to finally take a step for yourself, we’re here.
