Refund Policy

Refund Requests

New Frontiers honors clients’ request for refunds on eligible services. Requests can be sent to any team member, but most often are first discussed with the Coordinator. The refund process:

Initial refund conversation: We will talk through whether or not New Frontiers can make any adjustments to provide a service that you would want to continue with.
If not, the New Frontiers Business Office will email you with the refund breakdown and communicate the method in which you will receive your refund. A copy of the signed enrollment agreement will also be included.
Refunds typically are processed in 7-10 business days. When the refund is processed, the client’s hours will be zeroed out in our system.
When refunds are issued, they are prorated based on usage. The number of used hours will determine the rate of services rendered. For example, if you purchased a 20-hour block, but only used 10 hours, those 10 hours will be counted at the 10-hour rate, and the balance is refundable. There is a $250.00 administrative fee for processing refunds, and a $500.00 administrative fee for processing refunds for in-person supports.

Refund Calculation

Refunds are calculated as follows:

(Total Amount Paid) – (Prorated Rate of Hours Used) – (Admin Fee) = Refund Total

Refunds Involving Coupons or Discounts

If you received a discount or coupon, the prorated hours will be calculated at the full, non-discounted rate. For example, if you purchased a 10-hour block at $2,400, but received a $200 coupon and paid $2,200, and you used 5 hours, those 5 hours would be counted at the $240 per hour rate, and the balance is refundable after deducting the administrative fee.

Nonrefundable Services

Please note that subscriptions and certain nonrefundable blocks of hours are not eligible for refunds.

Termination/Cancellation Policy

Per the Termination/Cancellation Policy in the Terms and Conditions, hours are held in client accounts for 18 months after the last session date. Coordinators will attempt to aid clients in utilizing hours. After the 18 months, hours are forfeited, and clients’ hours will be zeroed out in our system.