Refund, Cancellation & No-Show Policy

Consultation Fees

• All new clients begin with a Wellness Consultation & Personalized Service Planning appointment.
• A consultation fee is required at the time of booking to reserve your consultation appointment.
• Consultation fees are non-refundable once the consultation has been completed, regardless of whether the client elects to proceed with treatment or is approved for services.
• Consultation appointments cancelled or rescheduled with at least 24 hours' notice may transfer the consultation fee to a future consultation appointment, subject to scheduling availability.

Good Faith Exam Fees

• Certain wellness services require a Good Faith Exam and medical clearance process conducted through an approved third-party provider.
• Good Faith Exam fees are billed by KZO Wellness Studio and are required before medical clearance can be completed.
• Good Faith Exam fees are non-refundable once the exam has been ordered, scheduled, initiated, or completed.
• Medical clearance is determined solely by the reviewing medical provider. Payment of a Good Faith Exam fee does not guarantee eligibility for treatment.

Medical Eligibility Determinations

• Client eligibility for wellness services is determined by the reviewing medical provider following completion of the required Good Faith Exam and medical clearance process.
• If a client is determined to be medically ineligible for the requested service:
  • Any appointment reservation deposit previously collected by KZO Wellness Studio will be refunded.
  • Consultation fees remain non-refundable once the consultation has been completed.
  • Good Faith Exam fees remain non-refundable once the exam has been ordered, scheduled, initiated, or completed.
  • Medical eligibility determinations are made solely by the reviewing medical provider and do not constitute grounds for refund of consultation or Good Faith Exam fees.

Appointment Reservation Deposits

• A reservation deposit is required to secure wellness service appointments.
• Reservation deposits are applied toward the cost of the scheduled service.
• Clients who provide at least 24 hours' notice may transfer their reservation deposit to a future appointment, subject to scheduling availability.
• Reservation deposits are forfeited for:
  • Cancellations made less than 24 hours before the appointment
  • Same-day cancellations
  • Missed appointments (no-shows)

Cancellations & Rescheduling

• We respectfully request at least 24 hours' notice for appointment cancellations or rescheduling.
• Appointments cancelled or rescheduled with at least 24 hours' notice may transfer any eligible reservation deposit to a future appointment, subject to scheduling availability.
• Repeated late cancellations or missed appointments may result in additional booking restrictions, prepayment requirements, or limitations on future scheduling.

No-Show Policy

• Clients who fail to attend a scheduled appointment without notice will forfeit any applicable reservation deposit.
• Repeated no-shows may result in restricted scheduling privileges, additional prepayment requirements, or refusal of future appointment requests.

Refund Policy

Refunds may be issued in the following circumstances:

• Duplicate charges
• Billing errors
• Charges made in error
• Appointments cancelled by KZO Wellness Studio when rescheduling cannot be reasonably accommodated
• Appointment reservation deposits for clients who are determined to be medically ineligible following the required Good Faith Exam and medical clearance process

Except as expressly stated above, consultation fees, Good Faith Exam fees, reservation deposits forfeited under this policy, and completed wellness services are non-refundable.

Completed Services

Once a wellness service has been rendered, the service is considered complete and is not eligible for refund.

Questions

Questions regarding this policy may be directed to: