SWELLcare.Health

Frequently Asked Questions

What is SWELL Medical?

SWELL Medical is a nationwide telehealth network offering on-demand urgent care, prescription refills, and specialty follow-up visits—accessible via video, audio, or chat depending on your state’s regulations.

Simply create an account at patients.swellcare.health, choose your visit mode (chat or video) and pay a small Care Deposit Fee to start your visit, or book a time for video consults. When it’s time, join the visit right from your desktop or your mobile device —no extra downloads required.
Our telehealth service addresses low acuity care and most common issues: colds, flu, UTIs, rashes, minor injuries, and simple medication refills. We also support wellness-focused check-ins (like hydration, recovery, or cycle support). If in-person care is needed, we’ll guide you to the right next step. See full list of eligible treatments. – Conditions We Treat

A single consultation is a $75 flat fee. That includes your visit and ongoing follow-up chat with your clinician and care team at no extra cost. A partial Care Deposit Fee (CDF) may be collected upfront before your provider reviews your chart.

SWELL Medical operates on a cash-pay model. After your visit, you’ll receive a detailed receipt (superbill) that you can submit to your insurer for possible reimbursement.

• A private, well-lit space


• A device with camera + microphone (for video visits)


• Stable internet or phone connection


• Photo ID and an up-to-date medication list

Yes—our licensed clinicians can issue electronic prescriptions and provide refill authorizations as needed. You’ll receive instructions on how to pick up or receive your medications.

Absolutely. All consultations, messaging, and record-keeping happen on our HIPAA-secure platform. Your data is encrypted and never shared without your explicit consent.

Cancel or reschedule anytime up to 4 hours before your appointment at no charge. Late cancellations or no-shows incur the full $75 consultation fee—but you keep unlimited chat access for any follow-up questions.

Yes—you can schedule regular follow-ups for chronic conditions or weight-management programs. Your account dashboard lets you manage subscriptions, view visit history, and message your care team anytime.

How do I pay for my visit?

Our flat-fee service must be partially prepaid through our secure, Square-powered checkout system. We do not bill insurance directly, but you’ll receive a detailed superbill after your visit for potential reimbursement.

Most services are non-refundable due to the nature of healthcare delivery. However, we do offer refunds in certain limited cases, including:
  • Duplicate or accidental charges
  • Services paid for but not rendered
  • Billing errors (system or human error)
    • Refunds are not issued for:
    – Completed consultations
    – Late cancellations or no-shows
    – Admin fees (e.g., medical records)
    – Medications that have been processed or shipped
    We follow strict pharmacy guidelines. Medications are non-refundable once processed or shipped, except in these cases:
  • The wrong medication or dosage was dispensed (must be unopened)
  • Duplicate billing
  • Cancellation before pharmacy fulfillment
    • Photo documentation is required and must include:
    – The medication packaging
    – Prescription label
    – A brief description of the issue
    Submit your request within 7 days of the transaction or delivery via our Patient Portal. Include:
  • Full name
  • Date of service or medication order
  • Reason for the request
  • Proof of payment
  • Photos (if applicable)

    • Approved refunds are processed within 5–7 business days, and funds are returned to your original payment method within 7–10 business days. A $10 processing fee applies unless it was a system error.

    Our Full Consultation Fee is $75
  • Before a clinician reviews your chart or prescriptions, we charge a Care Deposit Fee to cover provider review time:
  • $50 for video visits
  • $30 for chat visits
    • The CDF covers provider time for:
  • Reviewing your chart
  • Assessing medication and treatment eligibility
  • Preparing your care plan
    • Refund Policy
  • If you cancel before your evaluation, you’ll receive a full refund of the CDF.
  • If you are evaluated by a clinician but do not wish to proceed, you’ll receive a partial refund ($25 for video visit and $15 for chat visit).
  • If you complete a consultation, the CDF is applied toward your total fee and no refund is issued.
  • No refund if you’re found eligible but chose not to proceed.
    • This policy ensures providers are compensated fairly for their expertise, while keeping your costs clear and predictable.
  • Your Choice: You can book a paid video visit anytime—just prepay at signup and connect live.

  • Free Chat Portal: Alternatively, join our chat portal at no cost and discuss your needs with our care team.

  • State Requirements: Because telehealth rules vary by state, our clinicians will let you know in chat if your condition or your state’s regulations require a real-time video visit to establish care.

  • Flexible Upgrades: If you start in chat but need video, you can upgrade at any point with a one-click payment.
  • In the following locations, a video visit is required for certain services: Arkansas, Mississippi, Missouri, New Hampshire, New York, Texas, District of Columbia, Idaho. In Georgia*, Indiana*, West Virginia* video may be required depending on your clinical situation.

    • *“May be required” indicates circumstances where a video visit could be needed to meet clinical or regulatory standards. If you’re unsure, start your visit and we’ll guide you to the right format.