Frequently Asked Questions

During the hours of 6 am through 10 pm ET, your note will generally be delivered within 60 minutes. If you haven't received your note, please follow these steps to locate it:

‍Do you have space? Your note will not be delivered if your email inbox is full.
Check Your Inbox: Sometimes, new emails can be overlooked. Look specifically for an email from our service.
Search Your Email: Use the search function in your email account. Type keywords related to the note, such as "doctor's note" or "ExcuseMed," to help filter the results.
Check Spam or Junk Folder: Important emails can sometimes be mistakenly filtered into the Spam or Junk folder. If you find the email there, you can mark it as "Not Junk" or "Not Spam" to move it back to your Inbox.
Check Other Folders: If your email account has filtering rules set up, the email might be in an unexpected folder like 'Updates' or 'Promotions'.

If after checking these areas you still cannot find the note, please let us know by emailing us at support@excusemed.com. We can resend it to an alternate email address.

Our service is designed for patients with mild, self-limiting conditions such as common respiratory viruses, stomach upset, and symptoms of previously diagnosed chronic conditions like migraines. We also provide notes for the care of a family member or child, as well as for absences due to medical appointments. Please email us at support@excusemed.com if you have questions about whether our service is appropriate for your condition.

We are not able to provide excuse notes for absences that are related to serious illnesses or symptoms. Examples of conditions we're unable to help with include severe infections, uncontrolled mental illness, or symptoms such as high fever, chest pain, or difficulty breathing. If you have a serious health condition or symptoms that require medical attention, we strongly recommend seeking care from a healthcare provider who can offer the appropriate treatment and support. Please email us at support@excusemed.com if you have questions about whether our service is appropriate for your condition.

If your employer calls the number on the note, they will be connected to our support team. We will confirm the name of the healthcare professional who conducted the evaluation, the date of the evaluation, the specific dates recommended for your absence, and your expected return to work date. During this verification process, we maintain a high level of confidentiality and professionalism. We do not disclose detailed personal medical information, and we do not mention the name "ExcuseMed."

At ExcuseMed, we have 2 key policies to ensure the integrity and effectiveness of our services:

3-in-30 Rule:
We can support a maximum of three days of absence in any 30-day period. This policy ensures that our notes are used appropriately and encourages patients to seek further medical attention if they experience ongoing health issues.
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10-Day Span Rule:
Supportive documentation can be issued for dates no earlier than five days before and no later than five days after the date of the patient’s evaluation request. This ensures that the documentation is closely aligned with the patient's immediate medical circumstances and relevant to their current health status.

We use digital signatures on our notes instead of handwritten signatures. Digital signatures are secure and widely accepted in the medical and professional communities. They include the doctor's full name, credentials, and a timestamp, ensuring the authenticity and credibility of the document.

The doctor who evaluated your case and provided your document is fully licensed and qualified to provide telehealth services to patients in your state. It's quite common for telehealth practitioners to hold licenses in multiple states, allowing them to offer their services across state lines. If you wish to verify your doctor's license, you can do so through your state medical board.

In compliance with patient confidentiality and HIPAA regulations, we do not list specific symptoms or a diagnosis on the documents we issue. The symptoms you provided during the intake process were used by the doctor to evaluate your condition and the appropriateness of the requested time off, but they are not shared on the note itself.This practice is standard to ensure the privacy and security of your medical information, and it helps in keeping the documents we provide as professional and compliant as possible.

The time stamp on the doctor's note is not an error. We use the Coordinated Universal Time (UTC) time zone for all our documentation. As a nationwide telehealth business operating across several time zones, using UTC provides a standard reference that is commonly used in healthcare and legal applications.

We're not able to backdate notes due to legal and ethical standards. But don't worry, it's common for patients to see their doctor following an illness to get documentation for their employer.

Yes, a refund is available for first-time patients who are dissatisfied with their note.  To be eligible for a refund, you must request it within 24 hours of your note being issued. Once your payment has been refunded, your note will be invalidated and we will no longer be able to verify it by phone. Refunds are only available for first-time users of our service. If you meet these conditions, please contact us to process your refund.

Rarely, a patient may see two charges in their banking app after making a payment. This usually happens due to a temporary authorization hold placed by the bank to verify the transaction. The additional charge typically disappears after a day or two once the bank processes the payment. If the extra charge does not disappear within a few days, we recommend contacting your bank for further assistance. Rest assured, you will only be charged once for our service.

No, our service is not a subscription. You are only charged once for each note you request. We understand that patients sometimes worry about recurring charges, but rest assured, you will only be billed for the specific service you choose.

Your account may have been suspended due to activities that violate our policies, such as:

A history of fraudulent chargebacks
Excessive refund requests
Submitting altered documents to an employer/organization
Intentional alteration of personal details to obtain documentation improperly
Abusive or harassing messages
Threatening legal action against ExcuseMed

If your account was suspended and you believe this decision was in error, you may submit an appeal by contacting us at appeals@excusemed.com. Our team will review your case thoroughly and respond within 72 hours.

ExcuseMed partners with licensed doctors and nurse practitioners who work independently to provide telehealth evaluations. If you’re interested in collaborating with us, please reach out to us at apply@excusemed.com. We are always looking to expand our network of healthcare professionals.