“I didn’t receive these items, why am I being charged?”
If there are items on your account that you have not received from the clinic, please give them a call and request that they return any remaining stock. Once HPS has received these items back, we can remove them from your account.
“My statement is confusing, what do the debits and credits mean?”
A lot of IVF clinics order extra items for you when they aren’t sure what you may need for a cycle. These are shown on your statement as a ‘debit’.
When you collect the medication you require, generally the Clinic will return the stock which was not required back to HPS. When it is received back, it is removed from your account. This shows as a ‘credit’. Any payments you make to your account also show as a ‘credit’.
“Why have I been charged differently for the same item?”
Depending on the type of cycle you are going through may mean that medications are charged differently. Please contact your IVF Clinic for more information as to why your medication prices differ between cycles.