Self-Pay Payment with Stripe

Pay for healthcare visits directly with your credit card using RoadL's secure Stripe payment system. Perfect for uninsured patients or when insurance doesn't cover your visit.

What is Self-Pay?

Self-pay allows you to pay for healthcare visits directly with a credit card instead of using insurance. RoadL uses Stripe, a secure payment processor trusted by millions, to handle all transactions safely.

When to Use Self-Pay

• No insurance coverage - You don't have health insurance
• Insurance doesn't cover - Your insurance plan doesn't cover the service
• Faster booking - Self-pay appointments can be scheduled up to 5 days in advance
• Flexible payment - Use any major credit card or digital wallet

Payment Options

Credit Cards

We accept all major credit cards:

• ✅ Visa
• ✅ Mastercard
• ✅ American Express
• ✅ Discover

Digital Wallets

For faster checkout:

• ✅ Apple Pay - Available on iPhone and iPad
• ✅ Google Pay - Available on Android devices

Payment Methods

• Saved cards - Use cards you've added to your account
• New card - Add a card during checkout
• Digital wallet - Use Apple Pay or Google Pay for instant payment

How Self-Pay Works

Payment Hold vs. Charge

Understanding the difference:

Payment Hold (Authorization)

• Placed when you book the appointment
• Reserves funds on your card
• Appears as "pending" on your statement
• Not an actual charge
• Automatically released if you cancel

Actual Charge

• Processed after your visit is completed
• Only charged if visit happens
• You receive a receipt immediately
• Appears on your statement as final charge

Booking Timeline

Self-pay appointments:

• Can be scheduled up to 5 days in advance
• Payment hold placed at booking
• Actual charge after visit completion
• Automatic refund if canceled before visit

Scheduling a Self-Pay Visit

Step 1: Start Scheduling

1. Tap Schedule a Visit from home screen
2. Select who needs care (yourself or family member)
3. Choose Home Visit or Telehealth

Step 2: Select Service Type

1. Choose your service type (Routine, Urgent, Wellness, etc.)
2. Review service description and pricing
3. Tap Continue

Step 3: Choose Payment Method

1. Select Credit Card (self-pay option)
2. Choose from saved cards or add new card
3. See estimated cost displayed
4. Review payment details

Important: Cost is only shown after selecting self-pay. Insurance pricing is calculated separately.

Step 4: Payment Setup

If using saved card:

• Select card from list
• Card is verified automatically
• Payment hold placed immediately

If adding new card:

• Enter card details in secure Stripe payment widget
• Card information encrypted instantly
• Card saved for future use (optional)
• Payment hold placed after verification

If using Apple Pay or Google Pay:

• Tap Apple Pay or Google Pay button
• Authenticate with Face ID, Touch ID, or PIN
• Payment hold placed instantly
• No card details entered manually

Step 5: Complete Booking

1. Review appointment summary
2. Confirm payment method
3. Tap Confirm Appointment
4. Receive booking confirmation

Payment Hold Details

What You'll See

On your card statement:

• Shows as "pending" or "authorization hold"
• Amount matches visit cost
• Usually appears within minutes
• May show merchant as "RoadL Care" or "Stripe"

In the RoadL app:

• No charge shown until visit completes
• Appointment shows as "Scheduled"
• Payment status: "Hold placed"

Hold Duration

Before visit:

• Hold remains until visit completes or is canceled
• Automatically released if you cancel
• Released within 3-5 business days after cancellation

After visit:

• Hold is replaced by actual charge
• Hold disappears from statement
• Only final charge remains

If Hold Fails

If payment hold cannot be placed:

• Booking cannot be completed
• You'll see error message
• Try different card or contact support
• No charges attempted

When You're Actually Charged

Visit Completion

After provider completes visit:

1. Visit status changes to "Completed"
2. Payment hold is converted to actual charge
3. You receive payment receipt via email
4. Receipt appears in app under Payment Receipts

Timing:

• Usually within 1-2 hours of visit completion
• For telehealth: immediately after call ends
• Receipt sent automatically

Charge Amount

What you pay:

• Exact amount shown at booking
• No surprise charges
• Includes all services provided
• Tax included if applicable

If visit differs from booking:

• Additional services charged separately
• You'll receive itemized receipt
• All charges clearly explained

Automatic Refunds

Canceling Before Visit

If you cancel a paid appointment:

• Payment hold automatically released
• No charge processed
• Refund appears in 3-5 business days
• You receive cancellation confirmation

Cancellation timing:

• Cancel anytime before visit starts
• Full refund guaranteed
• No cancellation fees for self-pay

After Visit Starts

If visit is canceled after starting:

• Partial charge may apply
• Depends on services already provided
• Contact support for refund requests
• Phone: (833) 762-3555

Payment Receipts

Automatic Receipts

After visit completion:

• Receipt sent to your email automatically
• Also available in app under Payment Receipts
• Includes all visit details
• Download or print anytime

Receipt includes:

• Date and time of service
• Provider name and credentials
• Services provided
• Amount charged
• Payment method used
• Transaction ID
• Tax information (if applicable)

Accessing Receipts

1. Go to My Profile
2. Tap Payment Receipts
3. Find your visit receipt
4. Tap to view full details
5. Download or email receipt

See View Payment Receipts for complete guide.

Saved Payment Methods

Saving Cards for Future Use

During checkout:

• Option to save card appears
• Check "Save card for future use"
• Card securely stored with Stripe
• Can use for future appointments

Benefits:

• Faster checkout next time
• No need to re-enter card details
• Can set as default payment method
• Manage in Payment Methods section

Managing Saved Cards

1. Go to My Profile
2. Tap Payment Methods
3. View all saved cards
4. Set default, update, or delete cards

See Manage Payment Methods for details.

Apple Pay and Google Pay

Using Apple Pay

On iPhone or iPad:

1. Select Apple Pay during checkout
2. Authenticate with Face ID, Touch ID, or passcode
3. Payment processed instantly
4. No card details entered

Requirements:

• iPhone 6 or later
• iPad with Touch ID or Face ID
• Apple Pay set up in Wallet app
• Card added to Apple Wallet

Using Google Pay

On Android devices:

1. Select Google Pay during checkout
2. Authenticate with fingerprint, PIN, or pattern
3. Payment processed instantly
4. No card details entered

Requirements:

• Android device with NFC
• Google Pay app installed
• Card added to Google Pay
• Screen lock enabled

Benefits of Digital Wallets

• Faster checkout - No typing card numbers
• Enhanced security - Card details never shared
• Touch-free - Quick authentication
• Widely accepted - Works everywhere Stripe is accepted

Payment Security

How We Protect You

Stripe Security:

• PCI DSS Level 1 certified (highest standard)
• Bank-level encryption (256-bit SSL)
• Fraud detection and prevention
• Secure tokenization

Your Data:

• Card numbers never stored on RoadL servers
• Only Stripe securely stores payment information
• Encrypted transmission at all times
• No access by RoadL staff

What We See

RoadL only sees:

• Last 4 digits of card
• Card brand (Visa, Mastercard, etc.)
• Expiration date
• Billing zip code

Full card details stored securely with Stripe, not RoadL.

Failed Payment Handling

If Payment Fails

During booking:

• Error message appears
• Booking cannot be completed
• Try different card or payment method
• Contact support if issue persists

After visit (charge fails):

• You'll receive notification
• Automatic retry in 24 hours
• Update payment method in app
• Visit still completed, payment pending

Common Failure Reasons

• Insufficient funds
• Expired card
• Card declined by bank
• Billing address mismatch
• Daily spending limit reached
• Fraud protection triggered

Resolving Failed Payments

1. Check card balance
2. Verify card information
3. Contact your bank
4. Update card in RoadL app
5. Retry payment manually

5-Day Booking Limit

Why the Limit?

Self-pay appointments can be scheduled:

• Up to 5 days in advance
• Helps ensure provider availability
• Prevents long-term payment holds
• Better scheduling accuracy

Insurance Appointments

Insurance appointments:

• Can be scheduled further in advance
• No 5-day limit
• Different booking rules apply

If you need appointment beyond 5 days:

• Consider using insurance if available
• Contact support for special arrangements
• Phone: (833) 762-3555

Payment for Family Members

Scheduling for Family

When scheduling for family member:

• Select family member in Step 1
• Choose self-pay in Step 3
• Use your payment method
• Or add card for that family member

Payment responsibility:

• Account holder responsible for charges
• All charges appear on your account
• Receipts show family member name
• Can track expenses per family member

Troubleshooting

Payment Hold Not Appearing

Problem: Hold doesn't show on statement

Possible reasons:

• Bank doesn't show pending transactions
• Hold processed but not displayed
• Check with bank directly
• Hold will convert to charge after visit

What to do:

• Contact your bank
• Check RoadL app for payment status
• Contact support if concerned

Charge Amount Different

Problem: Charge differs from booking amount

Possible reasons:

• Additional services provided during visit
• Visit type changed
• Tax added

What to do:

1. Review receipt in app
2. Check itemized charges
3. Contact support with questions
4. Phone: (833) 762-3555

Refund Not Received

Problem: Refund not showing after cancellation

Timeline:

• Refunds process in 3-5 business days
• May take longer depending on bank
• Check with bank if over 5 days

What to do:

1. Wait 5 business days
2. Check with your bank
3. Contact RoadL support with transaction ID
4. Phone: (833) 762-3555

Can't Use Apple Pay or Google Pay

Problem: Digital wallet option not showing

Check:

• Device supports digital wallet
• Apple Pay/Google Pay set up
• Card added to digital wallet
• App updated to latest version

What to do:

• Set up digital wallet in device settings
• Add card to Apple Wallet or Google Pay
• Update RoadL app
• Try again

Need Help?

Contact our support team:

• Phone: (833) 762-3555 (24/7)
• In-App Chat: Tap the chat icon
• Email: Through the Contact Us page

For payment questions:

• Have transaction ID ready
• Note the visit date
• Explain the issue clearly

Healthcare in Real-Time™ - Secure, simple self-pay for your care.