Refund Process

Illinois Pain & Spine Institute is partnering with Onbe to make refund processing more efficient and secure for our patients.

How it Works:

Onbe helps us issue refunds electronically
To ensure a faster refund, we need a valid email address on file.
If no email is available, a paper check will be mailed.

Why it Matters:

Faster refunds with email on file (typically 7-10 business days)
Paper Checks may take 6-8 weeks to arrive.
Secure and Private, as your information is handled with care.

What You Can Do:

Confirm or update your email address at the front desk today.
Scan the QR code below for Frequently Asked Questions about the process.

Why is my refund coming from a DxTx?

To process refunds faster and more securely, our practice has partnered with a trusted third-party company that specializes in healthcare payment solutions.

How will I receive my refund?

If we have a valid email on file, you’ll receive an email with instructions to claim your refund electronically (via direct deposit or digital payment option).

If no email is available, a paper check will be mailed to the address we have on file.

How long will it take to get my refund?

With email on file: Typically 7–10 business days after processing
Without email: Mailed checks may take 6 to 8 weeks

Is it safe to receive my refund this way?

Yes. The third-party company follows strict data privacy and security standards to ensure your information is protected.

What do I need to do to get my refund faster?

Just confirm that we have your current email address. You can do this at the front desk or over the phone with our office staff.

What happens if I miss the email or link?

The refund link remains active for a limited time. If it expires, a paper check will be issued instead, which may delay the refund. If you believe you missed the email, please contact our office.

If I have more questions, who can I contact?

Please reach out to our office directly at 866-420-0889. Our team is happy to help you with any questions about the refund process.

Will the Paper Check be from Illinois Pain & Spine Institute?

When we process the paper check internally, the check will come from a third-party vendor, AvidXchange, and NOT Onbe or Illinois Pain & Spine Institute.