Booking, cancellation and rescheduling policy

Each appointment follows the price and policy you accepted when booking.

When to cancel or reschedule

• At least 24 hours before the original appointment start: Your change is considered on-time. Exactly 24 hours counts as on time.
• Less than 24 hours before the original appointment start: Your change is considered late.

You cannot cancel or reschedule an appointment once the scheduled appointment time has started.

If you choose to Pay Later

Nothing is due when you book. Your visit amount is due when your appointment starts, even if you do not attend. Your authorized saved card will be charged at that time or afterward. Processing may be delayed.

• Cancel or reschedule on-time: You owe nothing for the original appointment, and there is no change fee.
• Cancel or reschedule late, before the appointment starts: You do not pay the original appointment amount. Instead, you pay $82.50 for an in-person appointment or $42.50 for telehealth instead of the original visit amount. We charge your authorized saved card after accepting the change.
• When you reschedule: The new appointment has its own displayed price, due when the appointment starts.

Treatment credits cannot be used when Pay Later option is selected.

If you choose to Pay Now

You pay when you book and payment is non-refundable and can only be rescheduled as follows.

• Reschedule on-time: Your payment transfers to the new appointment with no change fee.
• Reschedule late, before the appointment starts: Your payment transfers to the new appointment, and you pay a change fee equal to 50% of your original payment. This fee is rounded to the nearest cent, with half cents rounded up.
• Canceled or missed appointments: Your payment is forfeited and rescheduling is not possible.

If you use Treatment Credits

Care Plan purchases cannot be refunded for cash.

• Cancel or reschedule on time: All credits used for the appointment are returned to your account.
• Cancel or reschedule late, before the appointment starts: Half the credits are returned, and half are forfeited. For example, an 8-credit in-person appointment returns 4 credits; a 4-credit telehealth appointment returns 2.

When you reschedule, the new appointment requires its full displayed number of credits.

Your available credits, including those being returned, must cover the new appointment. If you do not have enough credits or the new time is unavailable, your original appointment and credit balance stay unchanged. Cash cannot replace insufficient credits.

When your appointment starts

Once your appointment’s scheduled start time arrives:

• You can no longer cancel or reschedule it.
• The full appointment amount is due unless you have already paid or used Treatment Credits.
• You have 15 minutes to arrive. If you arrive late within this period, your treatment time may be shortened so the next patient’s appointment can start on time.
• If you do not arrive within 15 minutes, your appointment is considered missed. Your payment or Treatment Credits are forfeited and there can be no refund or credit return.
• If you need another appointment, you must book it separately and pay the normal appointment price or use the required Treatment Credits to book.

Attendance is recorded separately from payment. An appointment is not marked attended simply because its scheduled time has passed.

Questions or help

Submit a support case through Support in your patient portal. Support cases are usually answered within 24 business hours. Requests for exceptions require clinic approval.

Submitting a support case does not cancel or reschedule your appointment. To avoid late-change penalties, complete your cancellation or rescheduling at least 24 hours before the original appointment start time.

Optional experience survey

If you opt-in, you may receive one optional experience survey after your appointment ends.