Billing & Cancellation Policy

Effective date: September 22, 2026
Last reviewed: September 22, 2026

This Billing, Payment, Cancellation, and Refund Policy explains the financial policies of Welgen Global Enterprises, LLC, doing business as Welgen One (“Welgen One,” “we,” “us,” or “our”).

This policy may apply to healthcare services, health screenings, wellness programs, remote patient monitoring, digital health services, devices, products, corporate wellness programs, and other services provided by Welgen One.

Additional financial terms may be included in a patient agreement, employer agreement, program enrollment form, payment authorization, service contract, or other written document. If a separate signed agreement conflicts with this general policy, the separate agreement will control for the services covered by that agreement.

1. Your Financial Responsibility

You are responsible for understanding and paying the charges assigned to you for services, products, programs, or devices provided by Welgen One.

Your financial responsibility may include:

• Self-pay charges
• Insurance deductibles
• Copayments
• Coinsurance
• Noncovered services
• Services your plan determines are not medically necessary
• Charges exceeding a plan limitation
• Out-of-network amounts when legally permitted
• Device, laboratory, shipping, or supply charges
• Cancellation or missed-appointment fees
• Balances remaining after insurance processes a claim

Payment by an insurance plan, employer, benefit program, or other third party does not eliminate your responsibility for amounts properly assigned to you.

2. Insurance Information

You are responsible for providing accurate, current, and complete insurance information before receiving services.

Please notify Welgen One promptly if your insurance plan, subscriber information, address, employer, or other coverage information changes.

If inaccurate or outdated information causes a claim to be denied or prevents timely claim submission, you may be responsible for the resulting balance to the extent permitted by law and applicable contracts.

3. Insurance Verification Is Not a Guarantee

Welgen One may attempt to verify your benefits or eligibility as a courtesy. Verification does not guarantee that your insurance plan will cover or pay for a service.

Coverage decisions are made by your insurance company or benefit administrator after applying your plan’s terms to the submitted claim.

A statement that Welgen One participates with an insurance company does not guarantee that:

• Every Welgen One location or healthcare professional is in network
• Every service is covered
• Your deductible has been met
• Prior authorization is not required
• A laboratory, pharmacy, imaging center, device supplier, or other provider is in network
• Your insurance plan will pay the estimated amount

You are responsible for contacting your insurance plan to confirm benefits, network participation, referral requirements, prior authorization requirements, exclusions, and expected patient responsibility.

4. Referrals and Prior Authorization

Some insurance plans require a referral, prior authorization, precertification, or other approval before a service is provided.

Welgen One may assist with these requirements when appropriate, but authorization does not guarantee payment.

You remain responsible for understanding your plan’s requirements and providing information needed to obtain an authorization.

If you choose to receive a service without a required referral or authorization, you may be responsible for the charge unless applicable law or a payer contract provides otherwise.

5. Copayments, Deductibles, and Coinsurance

Copayments, known deductible amounts, estimated coinsurance, and other expected patient balances may be collected before or at the time of service.

The amount collected may be an estimate. After your insurance plan processes the claim, you may receive:

• A bill for an additional amount owed
• A refund or account credit if you overpaid
• A request for additional information needed to process the claim

Amounts shown on an insurance Explanation of Benefits are not necessarily a bill from Welgen One. Compare the Explanation of Benefits with any statement you receive from us.

6. Self-Pay Services

If you do not have insurance, choose not to use insurance, or request a service that is not submitted to insurance, you will be treated as a self-pay patient or customer for that service.

Self-pay charges are generally due before or at the time of service unless Welgen One approves another written payment arrangement.

A self-pay rate applies only to the services specifically identified. Separate charges may apply for laboratories, pharmacies, imaging, devices, supplies, outside healthcare professionals, or other independent services.

7. Good Faith Estimates

If you are uninsured or do not intend to submit a claim to your insurance plan, you may have the right to receive a written Good Faith Estimate of expected charges before scheduled care.

A Good Faith Estimate is based on information available when it is prepared. It is not a guarantee of the final amount charged.

Additional information is available in our Good Faith Estimate and No Surprises Notice.

8. Cost Estimates

Any cost or insurance estimate provided by Welgen One is an estimate only unless expressly identified as a fixed written price.

Your final responsibility may differ because of:

• Changes in the services actually provided
• Additional clinically appropriate testing or treatment
• Insurance processing or claim adjustments
• Deductible or benefit changes
• Coordination of benefits
• Services provided by an independent organization
• Incomplete or inaccurate information

You may request available price information before receiving a non-emergency service.

9. Noncovered and Excluded Services

Your insurance plan may exclude or limit coverage for a service even when the service is recommended by a healthcare professional.

Examples may include wellness services, preventive screenings outside plan criteria, certain laboratory tests, remote monitoring, devices, employer-requested services, administrative services, and services determined by the plan to be experimental, investigational, cosmetic, or not medically necessary.

When reasonably known in advance, Welgen One may inform you that a service may not be covered and may ask you to accept financial responsibility.

A coverage warning is not a guarantee that a claim will be denied. The absence of a warning is not a guarantee that a claim will be paid.

10. Services Provided by Other Organizations

Your care or program may involve an independent laboratory, pharmacy, imaging center, specialist, technology company, device supplier, patient portal, payment processor, or other organization.

These organizations may bill separately and may have different insurance relationships, payment requirements, cancellation terms, and refund policies.

Welgen One is not responsible for an independent organization’s charges unless Welgen One has expressly agreed in writing to include those charges in its fee.

11. Payment Methods

Welgen One may accept the following payment methods:

• [CONFIRM ACCEPTED CREDIT AND DEBIT CARDS]
• [CONFIRM ACH OR ELECTRONIC BANK PAYMENTS]
• [CONFIRM CHECK OR CASH POLICY]
• [CONFIRM HEALTH SAVINGS ACCOUNT OR FLEXIBLE SPENDING ACCOUNT CARDS]
• [CONFIRM ONLINE PATIENT-PORTAL PAYMENTS]

Acceptance of an HSA or FSA card does not establish that an expense is eligible under your account. You are responsible for confirming eligibility and retaining documentation required by your plan.

12. Electronic Payments

Electronic payments may be processed by an independent payment processor. The processor may collect payment-card, bank-account, billing, and transaction information under its own terms and privacy practices.

Welgen One does not guarantee that every payment system will always be available, uninterrupted, or error-free.

If an electronic payment fails, is declined, or is reversed, you remain responsible for the valid unpaid balance.

13. Payment Authorization and Cards on File

Welgen One will obtain any payment authorization required before charging a payment method.

If Welgen One offers a card-on-file option, the terms of that authorization will be presented separately and should explain:

• The payment method being stored
• The types of charges that may be processed
• Whether advance notice will be provided
• How to update or revoke the authorization
• How recurring payments are handled

Revoking a card-on-file authorization does not eliminate an existing payment obligation.

14. Payment Due Dates

Patient-responsibility amounts are generally due at the time of service or upon receipt of a billing statement unless another written arrangement applies.

A statement will identify the payment due date and available payment methods.

If you believe a statement is incorrect, contact Welgen One promptly. Raising a billing question does not automatically suspend every payment deadline, although disputed amounts will be reviewed in good faith.

15. Cancellation and Rescheduling

Welgen One reserves appointment time, personnel, equipment, and other resources based on scheduled services.

Please provide at least [INSERT CANCELLATION PERIOD, SUCH AS 24 OR 48 HOURS] notice if you need to cancel or reschedule an appointment.

To cancel or reschedule, use an approved method such as:

• Calling Welgen One
• Using the designated scheduling or patient-portal feature
• Following the cancellation instructions in your appointment confirmation

A message is considered received when it reaches the designated scheduling system or is confirmed by Welgen One personnel. Do not send cancellation notices to an unattended social-media account or unrelated email address.

16. Late Cancellation and Missed-Appointment Fees

If you cancel after the required notice period or do not attend a scheduled appointment, Welgen One may charge a fee of [INSERT FEE OR FEE RANGE].

Cancellation and missed-appointment fees:

• Are generally not submitted to insurance
• May be your personal responsibility
• May need to be paid before another appointment is scheduled
• May vary for extended appointments, mobile services, corporate events, screenings, or services requiring advance preparation

Welgen One may waive or reduce a fee when appropriate because of an emergency, hospitalization, severe weather, documented technical failure, or another circumstance outside your reasonable control.

Fee waivers are determined individually and are not guaranteed.

17. Late Arrivals

If you arrive late, Welgen One may:

• Provide the remaining portion of the scheduled appointment
• Modify the planned service when clinically appropriate
• Reschedule the appointment
• Treat the appointment as a late cancellation when insufficient time remains to provide the service safely

The full scheduled charge or an applicable cancellation fee may still apply when permitted by law.

18. Provider Cancellation or Service Interruption

Welgen One may need to cancel or reschedule a service because of illness, staffing, weather, equipment failure, technology disruption, safety concerns, or another unexpected circumstance.

If Welgen One cancels a prepaid service, we will offer a reasonable rescheduling option, account credit, or refund of the amount paid for the service that was not provided.

Welgen One is not responsible for unrelated travel, lodging, missed work, or other incidental expenses unless a written agreement expressly provides otherwise.

19. Refunds for Healthcare Services

Payments for healthcare services already provided are generally nonrefundable merely because the patient did not experience a desired result.

Healthcare outcomes vary, and payment is for the professional time, evaluation, service, test, treatment, monitoring, or other item provided rather than a guaranteed outcome.

A refund may be issued when:

• An overpayment is identified
• Insurance processing creates a credit balance
• Welgen One cancels a prepaid service that is not rescheduled
• A duplicate payment is confirmed
• A refund is otherwise required by law or a written agreement

20. Refunds for Programs, Packages, and Prepaid Services

Programs, packages, subscriptions, devices, screenings, and prepaid services may have separate written refund and cancellation terms.

Unless a separate agreement states otherwise:

• Completed services are nonrefundable.
• Used portions of a package may be deducted at the applicable individual-service rate.
• Nonrefundable administrative, laboratory, shipping, device, or setup costs may be deducted when disclosed and permitted by law.
• Unused prepaid amounts may be refunded or credited after applicable deductions.
• Promotional discounts may be recalculated if a package is canceled before completion.

Corporate wellness and employer-sponsored programs are governed by the applicable organizational agreement. Individual participants generally are not entitled to refunds of amounts paid by an employer or program sponsor.

21. Products and Devices

Products, monitoring devices, testing kits, or supplies may be subject to separate return requirements.

For safety, sanitary, regulatory, or data-security reasons, opened, activated, used, customized, or patient-assigned items may not be returnable.

Before returning an item, contact Welgen One for authorization and instructions. Unauthorized returns may be refused.

You may be responsible for damage, loss, failure to return assigned equipment, or shipping costs as described in an applicable device or program agreement.

22. Refund Processing

Approved refunds will generally be returned to the original payment method when practical.

Welgen One will generally initiate an approved refund within [INSERT REFUND PROCESSING PERIOD, SUCH AS 10 BUSINESS DAYS].

Your bank or payment-card issuer may require additional time to post the credit.

If the original payment was made by an insurer, employer, benefit program, or another third party, any refund may need to be issued to that party rather than directly to you.

23. Credit Balances

Welgen One may review account credit balances before issuing a refund to confirm whether:

• Other claims remain pending
• The payment must be returned to an insurer or another payer
• Another valid balance exists
• Additional information is required

Valid refunds will be processed in accordance with applicable law, payer contracts, and Welgen One procedures.

24. Payment Plans and Financial Assistance

If you cannot pay a balance in full, contact Welgen One before the payment becomes seriously past due.

Welgen One may offer a payment plan or other financial arrangement when available. Eligibility, payment amounts, duration, and approval requirements may vary.

A payment plan is not effective until Welgen One approves it. Failure to comply with an approved plan may cause the remaining balance to become due.

Welgen One does not guarantee that financial assistance or a payment plan will be available in every circumstance.

25. Past-Due Accounts

Welgen One may send statements, reminders, telephone calls, emails, or text messages concerning a valid balance, subject to applicable communication preferences and law.

If a balance remains unpaid and no approved arrangement exists, Welgen One may:

• Request immediate payment
• Limit non-emergency elective services when legally and ethically permitted
• Refer the account to a collection agency or attorney
• Use another lawful collection method

Welgen One will not deny emergency assistance that it is legally required and clinically able to provide because of an unpaid balance.

Collection activity will be conducted in accordance with applicable federal and state law.

26. Returned Payments and Chargebacks

A returned check, rejected electronic payment, or reversed transaction may be subject to a reasonable fee when disclosed and permitted by law.

If you believe a charge is incorrect, contact Welgen One before initiating a payment-card chargeback when possible. We will review the concern and provide available supporting information.

Initiating a chargeback does not eliminate responsibility for a valid charge. Fraudulent chargebacks may be disputed through the payment processor.

27. Billing Questions and Disputes

If you believe a bill is incorrect, contact Welgen One promptly and provide:

• Your name and account information
• The date of service
• The charge you are questioning
• The reason you believe it is incorrect
• Relevant insurance statements or payment records

Welgen One may need time to review clinical records, payment information, insurance processing, or third-party billing information.

Keep copies of bills, receipts, Good Faith Estimates, insurance Explanations of Benefits, and communications concerning the disputed amount.

28. No Surprises Act Rights

You may have federal or state protections against certain unexpected out-of-network bills.

Nothing in this policy waives or limits a right available under the No Surprises Act, applicable state balance-billing law, Medicare, Medicaid, or another healthcare payment law.

Review our Good Faith Estimate and No Surprises Notice for additional information.

29. Changes to This Policy

Welgen One may update this policy to reflect changes in our services, billing practices, payment systems, payer contracts, or legal obligations.

The current version will be posted on our website with its effective date and most recent review date.

Changes will not retroactively alter a separate written agreement unless that agreement or applicable law permits the change.

30. Contact Welgen One

For billing, payment, cancellation, or refund questions, contact:

Welgen Global Enterprises, LLC
Doing business as Welgen One
Attn: Billing Department
309 East Paces Ferry Road NE, Suite 400
Atlanta, Georgia 30305
United States

Email: info@welgenone.com
Telephone: 770-212-0015
Toll-free: 866-411-9354
Website: https://welgenone.com