Every appointment on Fay is backed by the Fay Guarantee, so you’re protected if your final cost differs from what you were originally shown using Fay's Price Estimate Tool. This guarantee applies until we receive the first claim adjudication back from your insurance company.
Cost sharing (such as copays, deductibles, or coinsurance) is determined by your insurance plan—not by Fay. If your insurer determines that your cost sharing differs from Fay’s initial estimate, we’ll notify you by email.
For any appointments that occurred before Fay received confirmation of your cost sharing from your insurance company, you’ll be eligible for a refund of any cost sharing charges. You’ll receive a separate email for each affected appointment, and you’ll have the same option to request a refund for each one directly in your Fay client portal. We bear the risk of our estimates being incorrect—not you.
For appointments moving forward, you should expect cost sharing for future visits under your current plan until you reach your out-of-pocket maximum (if applicable). You can confirm your copay amount and out-of-pocket maximum by calling your insurance company.
Requesting a refund if your charge differs from Fay’s price estimate
In the Fay app
Open the Fay app
Select Profile
Select Payment & billing
Select Contest next to the appointment(s) you believe you are eligible to receive a refund for
In your client portal through a browser
Log into Fay: app.faynutrition.com
Click the settings icon next to your name in the bottom left corner
Select the Billing tab
Select Contest next to the appointment(s) you believe you are eligible to receive a refund for
Requesting a refund for no-shows or last-minute cancellations
If you believe you were charged a no-show or last-minute cancellation fee in error (e.g., you were charged >24 hours prior to your appointment), you can request a refund directly in your Fay client portal.
In the Fay app
Open the Fay app
Select Profile
Select Payment & billing
Select Request refund next to the appointment you believe is eligible to receive a refund for
In your client portal through a browser
Log into Fay: app.faynutrition.com
Click the settings icon next to your name in the bottom left corner
Select the Billing tab
Select Request refund next to the appointment you believe is eligible to receive a refund for
Fay’s no-show and last-minute cancellation policy
If your appointment is within 24 hours, please message your provider directly through Fay Chat to request a change.
Cancellations made less than 24 hours before your appointment or not showing up to your appointment may result in a $75 cancellation fee. Please note this fee is not covered by insurance.