What is the Fay Guarantee?
At Fay, we stand behind the cost estimate we gave you. With our Fay Guarantee, if you're charged more than our price estimate tool quoted you before your initial consultation, you can request a refund for the difference directly in your Billing tab in Fay. This guarantee applies until we receive the first claim adjudication (response) back from your insurance company.
We never want cost to be a barrier to you accessing nutrition care, so we’ll make it right by refunding impacted appointments. We’ll also ensure you receive an updated estimate for all future appointments moving forward.
How does the Fay Guarantee work in practice?
Every appointment on Fay that occurs prior to receiving the first response from your insurance company is backed by the Fay Guarantee, so you’re protected if your final cost differs from what you were originally shown using our Price Estimate Tool.
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. We bear the risk of our estimates being incorrect—not you.
For appointments moving forward, we’ll let you know if you can 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 directly with your insurance company.