Billing and Cancellation Policy - Klarity

Billing Policy

• Charges: A $10 non-refundable deposit is required for initial visits, with the remainder charged 24 hours prior to the scheduled appointment date. Free consultations will not require a charge at checkout. Follow-up and refill appointment fees will be charged 24 hours prior to the scheduled appointment to the card on file. Full service fees for any other subsequent visits or services are charged immediately.
• Additional Fees: Providers may charge additional fees for extended appointment times due to incomplete intake forms or other administrative delays.

Refund Policy

• Eligibility: Refunds are available if you cancel your appointment 24 hours or more in advance (initial visit deposit of $10 is non-refundable). Email patientsupport@helloklarity.com to request a cancellation and refund.
• Restrictions: No refunds for no-shows, late cancellations, services completed, pharmacy prescription issues or dissatisfaction with medication treatment. Discharged patients are ineligible for refunds.

Payment Disputes and Chargebacks

• Fraudulent Disputes: If you submit a payment dispute in bad faith (intentionally deceiving a payment card merchant to receive a refund you are not owed) Klarity Health may pursue legal action.
• Chargeback Process: Please reach out to Klarity prior to initiating a payment dispute with your merchant card provider. Resolutions initiated directly with Klarity are resolved in less time than when initiated by the merchant card vendor. Initiate a payment dispute only as a last resort after contacting us at patientsupport@helloklarity.com with any billing concerns.
• Impact of Chargebacks: May suspend access to online care services until resolved.

Cancellation Policy

• Free Cancellation: Available if done 24 hours or more before your appointment (initial visit deposit of $10 is non-refundable). Cancellations within 24 hours incur full service charges (the entire appointment service fee). This applies to same-day visits. For a package that includes more than one appointment, a 50% fee of the total package price applies.

No-Show Policy

• Fees: Full appointment service fees are charged for no-shows or late cancellations. For a package that includes more than one appointment, a 50% fee of the total package price applies. Repeated no-shows may lead to termination of services.
• Responsibility: Contact us at patientsupport@helloklarity.com or your provider 24 hours in advance to cancel or reschedule.

Late and Technical Difficulties Policy

• Arrival Time: Arrive 10 minutes early. Late arrivals may lead to a shortened session with full charges applied.
• Technical Issues: Report immediately via the patient portal or email. Technical issues will be evaluated on a case-by-case basis and may allow for a rescheduled appointment without penalties at Klarity's discretion.

Patient Responsibility

• Communication: Notify of cancellations or technical issues promptly.
• Internet and Device: Ensure a stable connection and compatible device for virtual appointments.
• Intake Forms: Complete all paperwork and required intake forms prior to your scheduled appointment time. You can still attend your appointment if forms are incomplete. However, if the appointment takes longer due to incomplete paperwork, your provider may charge an additional fee.

Patient Scheduling and Rescheduling Policies

This section outlines our policies for appointment scheduling and rescheduling. Our scheduling system is designed to ensure continuity of care while accommodating both provider and patient schedules.

Provider Cancellation: If your provider cancels your appointment within 1 hour of the scheduled time, we may reschedule your appointment to the next available time that aligns with your preferences and/or the provider's availability. You will be notified by email if there is a change in your scheduled appointment time.

Backup Preferences: To minimize disruptions, you will be asked to provide up to two backup time preferences for rescheduling in case your provider needs to reschedule or other extenuating circumstances.

Automatic Scheduling: To ensure consistent care and treatment adherence, we may automatically schedule follow-up appointments after your visits based on clinical recommendations and provider availability. You will be notified of any automatically scheduled appointments via email and can modify these appointments according to our standard cancellation policy.

Scheduling Preferences: You may choose to opt out of automatic scheduling and rescheduling through your patient portal settings. Patients who opt out are responsible for manually scheduling all appointments and are subject to all applicable service fees.