Overview
Use this article to understand a charge on your Medical Director (MD) invoice, request a refund, update your payment method, set up or cancel autopay, resolve a past-due notice, or understand proration when you switch medical directors.
Identify an unexpected or incorrect charge
If a charge on your MD invoice looks unexpected, duplicated, or higher than expected, review the itemized invoice against your service menu and client volume before reaching out. Compare the charge to what you'd expect based on your standard MD oversight fee, any advanced services you offer, and your recent client count.
If the charge still doesn't match what you expect, email [email protected] with the invoice number, the charge amount, and a short description of what looks wrong. Include whether the charge is for a service you haven't started, appears more than once, or is higher than your usual fee. Moxie reviews the charge against your account and follows up with an explanation or correction.
✏️ Note — A fee tier increase tied to the biannual review cycle only applies if you work with an in-house MD. If you believe a fee increase reflects an incorrect service classification, mention this specifically in your email.
Request a refund for an MD fee charge
Your MD fee qualifies for a refund only under these conditions:
MD switch overlap: Your MD fee was auto-charged to your previous medical director during the transition period to your new one, and the charge falls outside the correct billing window.
Post-cancellation charge: You canceled or churned from Moxie but were still charged after your termination date.
Approved exemption: You received a documented, MD-approved exemption, such as a waived fee, a credit, or a temporary pause, and were charged despite the exemption.
Incorrect fee tier: Your MD fee increased in error, or you were billed for an advanced service you don't offer.
In each case, the refund covers only the incorrect or overcharged portion, not the full invoice.
Moxie does not issue refunds for the following:
Dissatisfaction with a charge that isn't the result of a billing error
A verbal approval that isn't documented in writing
A request that falls outside the four qualifying conditions above
A charge older than 90 days, unless you escalate it directly with your Provider Success Manager (PSM)
Email [email protected] with your medspa name, the invoice or charge in question, and the reason for your request.
Moxie's MD Operations team reviews your request against the qualifying conditions above.
Once approved, you receive an email confirming the refund amount and how it was applied. Your refund may be split between your original payment method and your Moxie Balance.
Refunds to your original payment method typically take 5-7 business days to appear.
How to update your bank account or ACH information for MD payments
Here is how to update your Medical Director Fee payment method:
Email [email protected] or contact your PSM to submit your request.
Stripe verifies your new bank account using one of the following methods:
A $0.01 deposit with a code starting with ACCTVERIFY SM-xxxx, followed by your MD's name. You'll need to provide this code.
Two small deposits, each between $0.01 and $0.90. You'll need to report both amounts.
You'll typically receive these deposits within 2 business days, followed by an email titled "[TIME SENSITIVE] MD Payments Verification & Payment Processing." Respond with the required verification codes promptly to avoid payment delays.
If you don't respond within 2 days, you'll receive a follow-up. If your verification code expires, you'll need to confirm again before the process restarts.
✏️ Note — Only bank accounts are accepted for Automated Clearing House (ACH) transfers when paying your MD fee. Credit cards can't be used to complete ACH setup or MD payments.
Set up or turn off autopay for your MD fee
You can enroll in automatic billing for your MD fee. Only bank accounts are accepted for automatic payments; credit cards aren't allowed.
To enroll for MD Fee autopay : Email [email protected] and cc your PSM to request enrollment.
To opt out:
If you're a new provider, reply to the Monthly MD Payments email from your Onboarding Manager to decline enrollment in autopay.
If you're an existing provider already on autopay, email [email protected] to have it turned off.
Get a prorated refund when you switch medical directors
When you switch from one medical director to another, the effective date you confirm with Moxie determines both when billing ends with your previous MD and when billing begins with your new one.
If you already paid for the current billing period and the switch happens partway through, Moxie prorates the unused days after the effective date and refunds that portion to you.
Example: You paid your MD invoice for July 1–31. Your previous MD partnership ends on July 15, with your new MD's billing starting July 16. You receive a refund for the unused July 16–31 period, calculated using the daily rate for your plan.
Your previous medical director is paid in full through the effective end date of the partnership before the switch is finalized. Your refund is then issued separately, based on the effective date and the number of unused days remaining.
Confirm the result
Once Moxie processes your request, whether it's a refund, a payment method update, an autopay change, or a proration adjustment, you receive email confirmation with the details and effective date. Refunds and balance adjustments appear in your Transaction History in the Moxie Suite.
Contact Moxie MD Team about a billing issue
Contact Moxie MD Team about a Medical Director billing issue at Email [email protected]. Include your medspa name, the invoice or charge in question, and the reason for your request.