Quality protection

Connection reliability guarantee

CareMatch matches and messaging are designed to help you reach verified specialists. We do not guarantee medical outcomes, consultation quality, or subjective satisfaction.

• What we may refund: a $35 overage charge if a specialist accepts your request but does not engage within 72 hours (no message, scheduling, or inbox action recorded).
• What we do not refund: included-plan connections, subscription fees, consultation quality, diagnosis disagreements, or patient feedback ratings.
• Overage billing: Essential and Standard patients pay overage only when a specialist accepts a request beyond the monthly included count — not when the request is sent or declined.

Feedback you provide helps other patients and specialist accountability; it does not automatically trigger refunds.