This payments policy applies to App Services provided by Well Revolution under the terms of the Well Revolution Services Agreement for Providers.
Users pay for Healthcare Services using their payment card in the App. They are charged a fee to their payment card whenever there is a Billing Event. Billing Events are based upon a set of Billing rules.
A Billing Event is created when an instruction is given by a provider to close a consultation in the App. (The process for closing a consultation is provided in the App user guides).
A Billing Event creates a charge to a User based on a combination of the Consultation Fee, Fee Type, Billing Hours, Billing Time and any Special Event.
Closing a consultation
A consultation is closed by a provider after a User’s request for Healthcare Services is satisfied. Closing a consultation creates a bill to the User and prevents the User from sending any further messages as part of that particular request.
Your Practice is responsible for providing the fees it makes available and that it will charge to Users for the services you provide in the App.
Fees are provided in tiers based upon the User Rate and the Billing Hour Rate made available in the App from time to time. For example, in addition to its usual fees, a practice may have rates for Under-14, Over-65, CSC or HUHC patients. Practices can set a separate User Rate based on the Billing Hours.
Well Revolution recognises rates for services provided within normal hours of business for a Practice (“Business Hours”) and services provided outside of normal hours of business (“After Hours”) such as evenings and weekends. A Practice can set its rates for Business Hours and After Hours where available.
The rate billed and charged to a User is based on a combination of the following event times.
- Request Time is recorded as the date and time a User first sends a message in the App with a request for Healthcare Services.
- Response Time is recorded as the date and time a Provider first sends a message in response to a User’s request for Healthcare Services in the App.
- Close Time is recorded as the date and time a Provider closes the consultation.
Special billing events may be made available from time to time based on the needs of providers. For example, closing a consultation with an instruction to bill at the Under-14, CSC or HUHC rate; or zero-rating the bill in cases where a request could not be satisfied. Any such special billing events will be notified to you as they become available.
Billing Event Charges
The rates used to bill and charge a User on a Billing Event are based on the following table.
Table 1. Rates applied to billing events during Business Hours (B/H) and After Hours (A/H)
- The After Hours rate applies only to events where both the Request Time and Response Time are After Hours and the Service Time is less than 3 hours.
- For all other events, the Business Hours rate applies.
- Service Time is the reasonable period of time that a User can expect to receive a first response to their request. It is the period of time between Request Time and Response Time.
PAYMENTS AND SERVICE FEES
Well Revolution operates a merchant account into which all payments made by Users are deposited (“Merchant Account”).
Payments to Practices
Healthcare Services rendered to Users are provided by a Practitioner.
Payments are made by us to a Practice who employs or otherwise engages the Practitioner to provide the Healthcare Services to Users.
Funds from Consultation Fee transactions are deposited to the bank account of a Practice weekly on Mondays. Weekly payment cycles run from Monday 6AM – Monday 5:59AM.
The Service Fee due to us under the terms of the Well Revolution Services Agreement for Providers together with any other amounts due by you to us will be deducted from the weekly payments due by us to you. We also reserve the right to invoice you for payment of any amounts due in the event that we consider that there may not be sufficient funds available from the Merchant Account to meet the payments due.
We may recover from you any fees or other amounts charged back by a credit card company to Well Revolution in relation to any transactions which have not been deducted from the funds received by us and remitted to you by deducting them from any amount subsequently payable to you or require you to otherwise reimburse us for such fees or other amounts.
Where a credit card company reverses payment due to fraudulent credit card use and we are unable to obtain such payment, we shall each be responsible for the losses associated with our respective components of the transaction.
The following Service Fee applies on a per Healthcare Services transaction basis calculated as a percentage of the Consultation Fee. The Service Fee is charged by Well Revolution to your account. (1)
An additional Merchant Fee applies on a per Healthcare Services transaction basis calculated as a percentage of the Consultation Fee. The Merchant Fee is charged by Well Revolution to your account. (2)
(Merchant fees are charged by credit card providers and banks as a percentage of transaction value)
(1) Well Revolution Service Fee: FREE^
(2) Merchant/Credit Card charge: 3%
^ Updated April 2020: Well Revolution is waiving its service fee for all primary care practices in New Zealand during the Covid-19 pandemic.
Why does Well Revolution charge a service fee?
We charge a service fee for consultations made through the app to help fund our platform’s operations and to support innovation that enables us to serve more people.
[LAST UPDATED 1 APRIL 2020]