Using contracts when the services are free - contracts still say a payment is due

[ExamsByMarti]

Hi!  I use Square Appointments to schedule life insurance physicals and clinical studies.

Currently, I send contracts with patient instructions to clients before their appointments. While this has been very helpful, I’ve noticed that the contracts indicate a payment is due, which is causing confusion for my clients. Since these visits are free for them, as the insurance company covers all costs, it’s concerning when they see that a payment is required at the time of their appointment.

I have ensured that all services listed on my platform are set to zero dollars, but clients still receive a notification about a payment due. Many are unsure about this and do not realize that they can click on the payment option to see that it is indeed zero.

Could you please advise on how I can remove the payment notification from the contracts sent to my clients, or if there is a way to prevent this message from being included altogether?

Thank you for your assistance. I look forward to your guidance on resolving this issue.

[Summer2024]

Hi @ExamsByMarti ! 

Can you give me some more insight as to which contract template you are using? 

[ExamsByMarti]

Hi! I am using Square Contracts and its been pretty great 
(except for the part when they tell my patients money is due!)  I am able to automatically send the instructions and even have them initial it so I know they read it.  I am wondering if there is a way to turn that part off since no money is ever due from them.  The insurance companies and pharmaceutical companies pay me.  I am all about doing things in less steps to increase my productivity - just need some guidance with this part.  

[Summer2024 · Accepted solution]

Gotcha, @ExamsByMarti 😁

Here are your options for handling this situation:

1. Contract Template Modification:

   • Log into your Square Dashboard
   • Go to Appointments > Settings > Forms & Waivers
   • Edit your contract template (if possible based on the template you're using)
   • Remove or modify any payment-related language in the template itself

2. Service Settings:

   • Ensure all your services are set to $0
   • Double-check that no automatic payment requests are enabled
   • Verify that "Require Payment" is turned off for all appointments

3. Clear Communication: Consider adding explicit statements in your contract like:

   • "This service is provided at no cost to you"
   • "All fees are covered by insurance/pharmaceutical companies"
   • "No payment is required from patients"

4. Workarounds: If you can't completely remove the payment notification:

   • Add a prominent disclaimer at the top of the contract
   • Include an explanation in your appointment confirmation emails

Known Limitation

Unfortunately, Square's current system doesn't have a way to completely remove payment notifications from their standard appointment flow. This is a common issue for businesses working with insurance or third-party payments.

I hope this helps.