SWELLcare.Health

Terms and Conditions

Effective Date: August 4, 2025

Website: www.swellcare.health

Operated by: LPMD of CA PC (“SWELL

Medical”)

1. Acceptance of Terms

These Terms and Conditions (“Terms”) govern your access to and use of the www.swellcare.health website (the “Site”) and any services, features, or content offered by LPMD of CA PC  (“we”, “us”, “our”). This includes the use of our secure patient portal powered by Healee, available at https://patients.swellcare.health. By accessing or using the Site or patient portal, you agree to be bound by these Terms and our Privacy Policy and Notice of Privacy Practices. If you do not agree, do not access or use our services.

SWELL Medical provides non-emergency, low-acuity and primary care telemedicine services to individuals physically located in the United States. Services are offered via chat-based, asynchronous, or synchronous (live) interactions on a secure, HIPAA-compliant platform hosted by Healee.
Key features of our model:
  • 100% cash-pay only (no insurance accepted or processed)
  • Payment required prior to services
  • No Medicare, Medicaid, or private insurance billing
    • Services may include:
  • Virtual urgent care for low-acuity issues
  • Chronic medication refills (non-controlled substances)
  • Virtual primary care assessments
  • Health screenings and wellness guidance
    • We operate in compliance with the laws of the U.S. state in which you are located at the time of consultation.
    We are not a substitute for emergency care. If you are experiencing a medical emergency, call 911 immediately or go to the nearest emergency department.
    You may only use the Site and services if:
  • You are 18 years or older, or have documented parental/guardian consent
  • You are physically located in a U.S. state where our providers are licensed to practice
  • You provide truthful, complete, and up-to-date information
    • We reserve the right to deny services or terminate access if eligibility is not met.
    SWELL Medical complies with all applicable federal and state laws, including the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
    We ensure that:
  • All Protected Health Information (PHI) is stored and transmitted via encrypted, HIPAA-compliant systems
  • Healee, our telehealth platform provider, operates under a signed Business Associate Agreement (BAA)
  • Access to your information is role-based and audit-logged
  • Our staff and vendors follow strict confidentiality protocols
    • Please review our Privacy Policy for more details.
    Our patient portal at https://patients.swellcare.health is the secure gateway for all services. Through this interface, patients may:
  • Complete digital intake forms
  • Engage in chat, phone or video-based consultations
  • Receive secure follow-up messages and prescription instructions
    • Clinical communication may occur asynchronously (not in real-time), and provider response times may vary. Use of the portal does not guarantee acceptance or treatment.
    Our providers are licensed medical professionals. They evaluate each case and determine clinical appropriateness. SWELL Medical may decline care and issue a refund if:
  • The condition is not suitable for remote evaluation
  • The request exceeds our clinical scope
  • The individual misrepresents their identity, age, location, or intent

    • We DO NOT prescribe:

  • Controlled substances (e.g., opioids, stimulants, benzodiazepines)
    • A full list of what we do and do not treat is available on our Conditions We Treat page.

    All services must be paid for in advance through our secure Square-powered checkout.
    Insurance billing or reimbursement is not available.

    SWELL Medical Refund Policy

    While most services are non-refundable due to the nature of healthcare delivery, refunds may be issued under specific, limited conditions.


    Refunds may be issued for:
  • Duplicate or accidental charges
  • Services paid for but not rendered
  • Billing errors due to human or system oversight
    • Non-refundable services include:
  • Completed consultations
  • No-show or late cancellations
  • Administrative fees (e.g., record requests)
  • Medications once processed or shipped
    • Medication Refund Policy

    Due to pharmacy regulations, medications are non-refundable once shipped or processed.

    Exceptions apply only if:

  • Wrong medication or dosage was dispensed (must be unopened)
  • Billing errors or duplicate charges occurred
  • The order was cancelled before fulfillment
    • Photo documentation is required for medication refund requests and must include:

  • Medication packaging
  • Prescription label
  • Description of the error
    • How to Request a Refund


    Requests must be submitted within 7 days of the transaction or medication delivery through the patient portal at https://patients.swellcare.health. Include:
  • Full name
  • Date of service or prescription
  • Reason for request
  • Photo evidence (for medication-related issues)
  • Proof of payment
    • Refunds are reviewed within 5–7 business days and, if approved, are issued to your original payment method within 7–10 business days.


    Refund Processing Fee

    Approved refunds are subject to a $10 processing fee, unless the refund is due to:
  • A billing error
  • A failure on the part of SWELL Medical, a provider, or platform vendor
    • Care Deposit Fee (CDF) Policy


    A $74.99 Care Deposit Fee (CDF) is charged prior to:

  • Intake chart review
  • Prescription eligibility reassessment
  • Treatment plan discussions
    • Refund tiers for CDF:
  • Full refund ($75) if canceled before chart review
  • Partial refund ($25) if reviewed in video visit
  • Partial refund ($15) if reviewed in chat visit
  • No refund: if evaluated by a clinician.
    • This ensures our providers are fairly compensated for time spent reviewing your case.

    Appeals

    If you believe a refund was denied in error, you may appeal by replying to the decision email. Appeals are reviewed by management and decisions are final.

    Policy Changes

    This policy may be updated at any time to reflect healthcare, pharmacy, or regulatory changes. The most current version will always be published on our website.
    You are responsible for:
  • Keeping your login credentials confidential
  • Securing your own device and connection
  • Notifying us immediately if you suspect unauthorized access
    • We are not liable for losses or unauthorized activity resulting from your failure to safeguard your account.
    You agree not to:
  • Use our Site or portal for any illegal, fraudulent, or misleading purpose
  • Provide false information regarding your age, identity, or location
  • Attempt to reverse-engineer, disrupt, or probe the platform’s security
  • Resell, redistribute, or copy any portion of the site or services
    • Violation may result in immediate termination of access and potential legal action.
    To the maximum extent permitted by law, SWELL Medical shall not be liable for:
  • Any indirect, incidental, or consequential damages
  • Loss of data, revenue, profits, or goodwill
  • Platform outages or delays beyond our control
    • Your sole remedy for dissatisfaction with the Site is to discontinue use.
    These Terms are governed by the laws of the State of California.


    Disputes shall be resolved exclusively by:
  • Binding arbitration under the Federal Arbitration Act
  • Held in California Courts
  • Administered by the American Arbitration Association (AAA)
  • On an individual basis only (no class actions permitted)
    • Each party is responsible for their own legal costs unless otherwise ordered.

    We reserve the right to amend these Terms at any time. Updates will be posted on this page and indicated by the “Effective Date” above. Continued use of the Site indicates acceptance of the updated Terms.

    If you have questions or concerns regarding these Terms, please contact us:


    SWELL Medical

    LPMD of CA PC

    6800 Bird Road, Unit 650

    Miami, FL 33155 


    (910) 644-8373


    success@swellcare.health