Please take the time to review our full cancellation policy.
At Refresh Wellness Studio, we are committed to providing exceptional service to our clients while ensuring fair compensation for our service providers. To achieve this balance, we have established the following policy regarding last-minute cancellations and no-shows.
DEFINITIONS:
Last-Minute Cancellation: A cancellation made within 24 hours of the scheduled appointment time.
No-Show: A client who does not arrive for their scheduled appointment without prior notice or contact.
Late-Arrival: A client who arrives more than 10 minutes late for their scheduled appointment time.
POLICY DETAILS:
Last-Minute Cancellations/No-Shows
Fees for Last-Minute Cancellations:
Clients who cancel their appointments within 24 hours of the scheduled time may be subject to a fee. The fee will be determined as follows:
If the appointment is cancelled within 24 hours notice but more than 12 hours in advance, a fee of 50% of the service cost will be charged. This will be determined by the time we received notification of the cancellation. If you need to notify us outside of our regular hours, it is best to notify us by email since it is monitored outside our regular hours between 6am and 10pm daily. When phone messages are left regarding cancellations, the time will be considered to have been received at the time we open.
If the appointment is cancelled within 12 hours of the scheduled time or less, a fee of 100% of the service cost will be charged.
Fees for No-Show Appointments:
If you fail to arrive for your appointment and provide no notice of cancellation, the cancellation fee will be 100% of the service cost. Additionally, clients who arrive late to their scheduled appointment start time will be considered a no-show if enough time is not available for the intended appointment. See note below on late-arrivals.
Exceptions:
For single appointments valued at or over $150, the cancellation fee will be a flat rate of $150. (Does not apply to multiple appointments totalling over $150)
Appointments that are longer than 120 minutes in length or multiple appointment booking that add up to 120 minutes or longer, notice of cancellation must be given 48 hours prior. In this case the fee will be 50% of the service cost if cancelled within 48 hours but more than 24 hours in advance. If the appointment is cancelled within 24 hours of the scheduled time or less, a fee of 100% of the service cost will be charged.
We know that the unexpected happens, therefore we may offer a cancellation fee waiver for extenuating circumstances such as illness or personal emergencies. This waiver may only be extended once per client. The right to waive the cancellation fee is at our discretion and will be assessed per situation. The waiver does not apply to first time clients as it is extended only to clients with an established relationship with the clinic.
If we determine that there is a frequency of no-shows or late cancellations, we will require the payment to be made in full at the time of the booking or may decide to no longer allow bookings.
Regarding Insurance Billing for Health Services:
Please note that the fee for late cancellations or no-shows is not billable to insurance.
Late-Arrivals:
Late arrivals may not receive the full session time allotted for the treatment service booked. Full payment will be required for the original time booked. If the intended service cannot be completed within the remaining time available, the appointment will be considered a no-show and 100% of the service cost will be charged. Please see note above regarding no-shows.
For insurance billing for health services, if you arrive late to the appointment only the remaining time will be eligible for insurance billing. The client is responsible for the remaining compensation for the booking time.
CREDIT CARD ON FILE
We require all new clients to provide a credit card to be kept on file. The card information is encrypted in our booking system and secure. The card on file will be charged when our cancellation policy needs to be enforced.
CLIENT RESPONSIBILITY
Clients are responsible for understanding and adhering to this comprehensive policy, including the requirement to have a credit card on file.
STAFF RESPONSIBILITY
Our staff is committed to implementing this policy with professionalism and empathy. We will make every effort to assist clients in rescheduling their appointments, addressing concerns, and ensuring a smooth and enjoyable experience.
REVIEW AND RETENTION
We reserve the right to review and revise this policy as needed to maintain fairness and consistency in our service delivery.
At Refresh Wellness Studio, we highly value your patronage and are dedicated to providing you with the highest level of care. We appreciate your understanding of our Cancellation/No-Show Policy, and Credit Card on File Policy, which helps us sustain our commitment to both clients and service providers.
If you have any questions or need to discuss a situation related to this policy, please do not hesitate to contact our clinic. We are here to assist you and ensure your experience with us is exceptional.
Contact Us
If you have any questions regarding this Cancellation Policy, you can contact us @:
- By email: reception@refreshwellnessstudio.com
- By phone: (506)642-9001
