Please review the information regarding billing, refunds, cancellations, missed appointments, and technical support. It's important to understand these policies. Thank you!


Your provider has partnered with Klarity Health, Inc. (Klarity) for marketing and administrative support, including billing and customer service tasks. This collaboration aims to optimize the efficiency of your care. Your healthcare quality remains a top priority, with Klarity enhancing service efficiency and patient care focus.

While you may receive communications from Klarity regarding billing matters and for general support, we want to assure you that the quality of your healthcare remains your provider’s top priority. Their partnership with Klarity is designed to streamline processes, enhance efficiency, and ensure that you receive the attention and care you deserve.

If you have any questions about billing or administrative matters, we encourage you to reach out directly to Klarity at patientsupport@helloklarity.com For all other medical-related inquiries, please continue to contact your provider directly through messaging in the patient portal.


Billing Policy: The system will automatically charge the card on file 24 hours before each appointment. 

  • Charges: The card on file will be charged 24 hours before each appointment. A $10 deposit is required for initial visits, with the remainder charged 24 hours prior. Full service fees for subsequent visits are also charged 24 hours in advance (on IntakeQ). Follow-up and refill appointment fees will be charged immediately to the card on file when a new service appointment is made. Full service fees for any other subsequent visits are also charged immediately (on KiwiEHR).
  • Service Billing: Applies to all services, including document requests, without exceptions.


Refund Policy:  You may request a refund 24 hours or more before your appointment by emailing patientsupport@helloklarity.com to cancel your appointment.

  • Eligibility: Refunds are available if you cancel your appointment 24 hours or more in advance. Email patientsupport@helloklarity.com to request a cancellation and refund.
  • Restrictions: No refunds for no-shows, services completed, pharmacy prescription issues or dissatisfaction with medication treatment. Discharged patients are ineligible for refunds.


Payment Disputes and Chargebacks: If you believe there is an error in a charge or have concerns, please contact patientsupport@helloklarity.com We are dedicated to resolving any issues and facilitating a fair resolution.

  • 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. Cancellations within 24 hours incur full service charges (the entire appointment service fee). This applies to same-day visits. For packages, 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 packages, 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. If you arrive past your appointment time, your provider will mark your appointment as missed and you will be responsible for paying for the full session service fee.
  • Technical Issues: Report immediately via the patient portal or email. Valid issues may allow for a rescheduled appointment without penalties.


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. If you fail to complete the required forms, your appointment may be rescheduled, canceled or marked missed. Please note we assess the entire service fee for all missed appointments.


If you miss your appointment, there are no refunds. We send many reminders through email, including one at the start of your appointment. We understand that life happens though - please message your provider first to try to come to a resolution. Then you may reach out to our support team at patientsupport@helloklarity.com for options after you miss an appointment.


Missed Appointments: 

  • Missed Visits: If you miss a scheduled telehealth appointment without providing prior notice (24 hours or more), it will be considered missed. Please be considerate and let us know at least 24 hours in advance if you need to cancel or reschedule your appointment. THIS POLICY APPLIES TO SAME DAY APPOINTMENTS! The entire service fee is assessed for all missed appointments


We understand that emergencies and unforeseen circumstances can arise, and we will make every effort to accommodate your needs. However, we ask that you please make every effort to attend your scheduled telehealth or in-person appointments and provide advance notice if you are unable to do so. If you have any questions or concerns regarding this policy, please do not hesitate to contact us.


All purchases are final and non-refundable, except as prohibited by applicable law. There are no refunds issued for missed/no-show appointments or completed services. Please note that refunds are not available for appointments canceled or rescheduled within 24 hours of the appointment time (even if booked same day), services already rendered due to dissatisfaction with the proposed treatment plan, or pharmacy issues with prescriptions or delays.