Billing, Cancellation, and Service Policies - 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 5-10 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 patientsupport@helloklarity.com of cancellations or technical issues promptly.
• Internet and Device: Ensure a stable connection and compatible device for virtual appointments.
• Intake Forms: Complete all required documentation and 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.
• Appointment Duration Advisory: Due to various factors, please allow an additional 15–20 minutes beyond your scheduled time for your provider to complete your visit.
• Valid ID Requirement: A government-issued photo ID is required for verification. Acceptable forms include a U.S. state-issued ID, driver’s license, or passport.
• Residency Requirement: Proof of U.S. residency is required to receive services. Acceptable documents include a state-issued ID, driver’s license, utility bill, rental agreement, lease, bank statement, or gas bill.

Patient Scheduling and Rescheduling Policies

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

• Provider Cancellation: If your provider cancels your appointment, your appointment may be rescheduled to the next available time that aligns with the provider's availability. You will be notified by email if there is a change in your scheduled appointment time.
• Automatic Scheduling: To ensure consistent care and treatment adherence, we may automatically schedule appointments 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 the standard cancellation policy.
• Failed Payment Rescheduling: If a payment fails, we will retry before your appointment. If unsuccessful, it will be automatically rescheduled up to three times based on provider availability within standard business hours.
• Scheduling Preferences: Patients are responsible for rescheduling and/or cancelling all auto-scheduled and self-scheduled appointments according to the standard cancellation policy. If you would like to opt out of auto-scheduling please email patientsupport@helloklarity.com.

Zero-Tolerance Policy for Abusive Behavior

Klarity is committed to maintaining a safe, respectful, and professional environment for both patients, providers and staff. Abusive behavior of any kind will not be tolerated and may result in action, including termination of care.

Prohibited behavior includes, but is not limited to:

• Threatening, harassing, or disrespectful language or actions toward providers, staff, or other patients.
• Unreasonable demands that exceed clinical guidelines or professional standards.

Repeated or severe violations may result in termination of care and access to Klarity services. For any questions or concerns regarding this policy, please contact patientsupport@helloklarity.com.