GEM SLEEP – Virtual Visit Cancellation & No-Show Policy
We know life gets busy and sometimes plans change. At GEM SLEEP, we do our best to offer timely care to every patient. To help us serve everyone better, we ask that you let us know ahead of time if you need to cancel or reschedule your virtual visit.
Here’s what you need to know:
- Cancel at least 24 hours before your appointment using the GEM Patient Portal: https://portal.gem.health/assessment/.
- If you cancel late or don’t show up, your appointment deposit won’t be refunded. That deposit holds your spot and helps us prepare for your visit.
Definitions:
- No-Show: Missing your appointment or arriving more than 5 minutes late.
- Same-Day Cancellation: Canceling less than 24 hours before your scheduled time.
Friendly Reminder:
You’ll be told about this policy when you book your appointment, and we’re happy to give you a copy if you’d like one.
GEM SLEEP – Equipment Return, Cancellation & Warranty Policy
Effective Date: October 10, 2025
We want you to feel confident about your care and equipment. This policy explains how cancellations, returns, and warranties work—whether you’re paying out-of-pocket or using insurance.
Order Cancellations
- You can cancel your order before it ships by contacting us:
- support@mygemsleep.com
- 888-684-6727 (Mon–Fri, 8am–5pm CST)
- Once your order ships, it can’t be cancelled but you may be able to return it depending on the item.
- Refunds are processed within 5 business days after we receive the item.
Home Sleep Apnea Test (HST)
- Cancel before it ships for a full refund.
- If it’s already shipped, you can return it within 7 business days of delivery—but:
- It must be unopened and in its original packaging.
- A $30 restocking fee applies.
- If you had a telehealth visit, that part of your order is non-refundable and will be billed separately.
CPAP Equipment & Supplies
- For safety and hygiene reasons, CPAP machines, masks, and supplies are final sale once shipped.
- We follow FDA and Medicare rules to keep everyone safe.
CPAP Mask Fit Guarantee
Not loving your mask? We’ve got you covered.
- You can request a one-time replacement within 30 days of delivery.
- Must be a different model or size.
- Applies only to masks bought directly from GEM SLEEP.
- Your sleep coach can help you with this!
Warranty Support
- CPAP machines come with a 2-year manufacturer warranty.
- If something’s not working, email us at support@mygemsleep.com.
- Include the issue and date it started—we’ll work with the manufacturer to get it resolved within 10 business days.
- We may cover shipping costs depending on the situation.
Insurance-Covered Equipment
If you’re using insurance (commercial or Medicare), we’ll help you understand what’s covered and what your responsibilities are. We follow all insurance rules and make sure you’re informed every step of the way.
Need Help or Have a Concern?
We’re here to make things right. If you have a complaint about a return, cancellation, or warranty:
- Contact our support team at support@mygemsleep.com or call 888-684-6727.
- We’ll review your concern and aim to resolve it within 10 business days.
- If needed, we’ll escalate it to our Compliance Officer.
Return, Cancellation, or Warranty Complaints
GEM Sleep is committed to delivering high-quality care and durable medical equipment. However, if something isn’t going right, we want to help make it right.
All complaints related to returns, cancellations, or warranty claims are documented and reviewed by our customer service team. Patients may expect a resolution within 10 business days.
If unresolved, complaints may be escalated to GEM Sleep’s Compliance Officer. For support, please contact: support@mygemsleep.com or call 888-684-6727 during business hours (Monday–Friday, 8:00am–5:00pm CST).
If your complaint is regarding issues beyond returns, cancellations, or warranty, please review our complaint policy.
