Appointment Policy

Effective Date: September 29, 2026

Purpose

At ReproHealth PLLC, appointment times are reserved exclusively for you. Because this is a small, appointment-based telemedicine practice, missed appointments directly impact access to care and the sustainability of our services. This Cancellation and No-Show Policy ensures that we can provide timely, high-quality care to all patients while respecting everyone’s time and resources.

This policy is part of the terms you agree to when scheduling an appointment with our practice. Please read this policy carefully before booking. By scheduling an appointment, you acknowledge that you have read, understand, and agree to the terms outlined in this policy.

1. Scheduling and Deposit Requirements

All appointments require a deposit and a valid payment method on file to confirm your booking:

  • A non-refundable $50.00 deposit of the scheduled service fee is required at the time of booking to secure your appointment.

  • The deposit will be applied toward your total visit fee upon completion of your appointment.

  • A valid credit card, debit card, or other accepted payment method must be kept on file for the duration of your care.

  • Deposits are processed at the time of booking through our secure, HIPAA-compliant payment system.

  • You will receive an appointment confirmation and a receipt for your deposit via email or text message.

If your payment method on file is declined or invalid at the time of booking, your appointment will not be confirmed until a valid payment is received.

You are responsible for completing the entire initial intake packet at the start time of the appointment. 

2. Cancellation and Rescheduling

We understand that plans change. We kindly ask for at least 24 hours’ notice if you need to cancel or reschedule your appointment. Changes made with less than 24 hours’ notice are considered a late cancellation.

Cancellations or reschedules made 24 or more hours before the appointment:

  • Your deposit will be refunded to the original payment method, or you may apply it toward a rescheduled appointment.

  • Refunds are processed within 5–10 business days, depending on your financial institution.

Late cancellations (less than 24 hours’ notice):

  • The deposit is non-refundable and cannot be transferred to future services or appointments.

  • The card on file will be charged the full deposit amount.

  • A new deposit will be required to book any future appointment.

If the patient's initial intake packet is incomplete at the time of the appointment, the visit will be canceled. The initial intake packet must be fully completed before the start of the new appointment scheduled by you or the provider. The deposit may be transferred toward a future initial visit appointment. After 3 missed initial appointments, the deposit will be forfeited and is non-refundable and non-transferable to any future visit. The patient may be terminated from ReproHealth PLLC. 

3. No-Show Policy

A no-show occurs when:

  • You miss your appointment without providing any prior notice, or

  • You are more than 10 minutes late to your scheduled telemedicine visit 

No-show consequences:

  • Your deposit is forfeited and is non-refundable and non-transferable to any future visit.

  • The card on file will be charged the full deposit amount at the start of the scheduled appointment time.

  • A new deposit will be required to schedule any future appointment.

4. Grace Period for Late Arrival

We offer a 10-minute grace period for late arrivals to your telemedicine appointment:

  • If you join within the 10-minute grace period, we will do our best to complete your visit; however, the appointment may be shortened to stay within the originally scheduled time.

  • Full payment for the scheduled service will still be charged, even if the visit is shortened due to your late arrival.

  • After 10 minutes past the scheduled start time, the appointment will be marked as a no-show and the no-show policy (Section 3) will apply.

  • If you anticipate being late, please contact our office as soon as possible so we may assist you.

5. Same-Day Appointments

Same-day appointments are subject to availability and carry the following terms:

  • Same-day bookings are non-refundable, as the time has been specifically reserved for you with very limited notice.

  • The deposit is non-refundable and cannot be transferred to a future visit.

  • Same-day cancellation or failure to attend will result in forfeiture of the full deposit.

6. Provider-Initiated Cancellations and Rescheduling

In rare circumstances, we may need to cancel or reschedule your appointment due to provider illness, a medical emergency, technology failure, or other unforeseen events. If this occurs:

  • We will notify you as soon as reasonably possible via your preferred contact method (phone, text, or email).

  • Your deposit will be fully refunded to the original payment method, or applied to a rescheduled appointment at your preference.

  • We will make every reasonable effort to offer you the next available appointment time.

  • No late cancellation or no-show fees will be charged to you for any provider-initiated cancellation.

7. Technical Difficulties During Telemedicine Visits

Telemedicine visits require reliable internet, audio, and video connectivity. In the event of technical difficulties:

  • Provider-side issues: If the technical failure originates from our platform or systems, we will reschedule your appointment at no additional cost or provide a full refund.

  • Patient-side issues: If you are unable to connect due to your own internet, device, or technical issues and do not resolve them within the 10-minute grace period, the appointment will be treated as a no-show. It is your responsibility to test your equipment and connection before the visit.

  • Partial completion: If a visit is interrupted after it has begun and cannot be resumed, the provider will determine whether the visit was substantially completed. If so, full charges apply. If not, we will work with you to reschedule or adjust fees at the provider’s discretion.

8. Repeated Missed Appointments

To ensure fair and equitable access to care for all patients:

  • Three (3) or more late cancellations or no-shows within a 12-month period: Patients may be required to prepay the full service fee at the time of booking for all future appointments. Patients may have limited scheduling availability or may be subject to discharge from the practice at the provider’s discretion.

We will notify you in writing before any scheduling restrictions are applied. Any outstanding unpaid fees must be settled before scheduling future appointments.

9. Refund Policy

Refunds are processed in accordance with the following terms:

  • Cancellations made 24 or more hours before the scheduled appointment are eligible for a full deposit refund.

  • Refunds will be issued to the original form of payment within 30 days based on their institution

  • Late cancellations, no-shows, and same-day appointment cancellations are not eligible for refunds.

  • Provider-initiated cancellations are eligible for a full refund or credit toward a rescheduled visit.

  • If you believe a fee has been charged in error, please contact our office within 30 days of the charge. We will review your concern and resolve any billing errors promptly.

10. Payment Authorization and Consent

By scheduling an appointment with ReproHealth PLLC, you expressly agree to and authorize the following:

  • You agree to keep an active, valid credit card or debit card on file for the duration of your care with our practice.

  • The payment card on file must remain active and current. You are responsible for updating your payment method immediately if your card expires, is replaced, or is no longer valid. Failure to maintain an active payment method may result in the cancellation of future appointments.

  • You authorize ReproHealth PLLC to charge the payment method on file for all applicable deposits, service fees, late cancellation fees, and no-show fees as described in this policy.

  • You understand that unpaid fees must be settled before you may schedule future appointments.

  • You acknowledge that all payment information is processed through a secure, HIPAA-compliant payment platform. ReproHealth PLLC does not store, retain, or have access to your full credit card or debit card numbers. Your payment information is encrypted, tokenized, and protected in accordance with Health Insurance Portability and Accountability Act (HIPAA) regulations and Payment Card Industry (PCI) Data Security Standards. Only the last four digits of your card and the card type (e.g., Visa, Mastercard) are stored in our system for identification purposes.

  • The HIPAA-compliant payment platform ensures that your payment data is isolated from your medical records and is subject to the same strict privacy and security protections as your health information.

  • You understand that disputing a valid charge with your bank or credit card company does not release you from your financial obligations under this policy. Unresolved chargebacks may result in collection efforts and/or discharge from the practice.

11. Dispute Resolution

If you disagree with a charge or believe this policy has been applied in error, we encourage you to contact our office directly to discuss your concern. We are committed to resolving disputes in a fair and timely manner.

  • All billing disputes must be submitted in writing (email or mail) within 30 days of the charge.

  • We will review your dispute and respond within 15 business days.

  • If the dispute cannot be resolved informally, either party may pursue resolution through mediation or the appropriate legal channels in accordance with Minnesota law.

  • Filing a dispute does not suspend your financial obligations under this policy unless the dispute is resolved in your favor.

12. How to Cancel or Reschedule

Appointments can be canceled or rescheduled at least 24 hours before the scheduled appointment time to avoid a late cancellation fee. You may cancel or reschedule through the following methods:

Please include your full name, date of birth, and scheduled appointment date and time in all cancellation or rescheduling requests. Cancellation requests received outside of business hours will be processed the next business day; the timestamp of your message will be used to determine whether the 24-hour notice requirement has been met.

13. Governing Law

This policy shall be governed by and construed in accordance with the laws of the State of Minnesota. Any disputes arising from or related to this policy shall be resolved in the courts of Ramsey County, Minnesota.

14. Severability

If any provision of this policy is found to be invalid, unenforceable, or illegal by a court of competent jurisdiction, that provision shall be modified to the minimum extent necessary to make it enforceable. If modification is not possible, the provision shall be severed from this policy. The remaining provisions shall continue in full force and effect.

15. Policy Changes

ReproHealth, PLLC reserves the right to update or modify this policy at any time. Any changes will be effective upon posting to our website or upon notice to patients. We will make reasonable efforts to notify patients of material changes before they take effect. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.

16. Acknowledgment

By scheduling an appointment with ReproHealth PLLC, you acknowledge and confirm that:

  • You have read, understand, and agree to this Cancellation and No-Show Policy in its entirety.

  • You authorize ReproHealth PLLC to charge applicable fees as described in this policy.

  • You understand the financial consequences of late cancellations and no-shows.

  • You accept responsibility for maintaining accurate contact information and a valid payment method on file.

Thank you for respecting our time and allowing us to provide quality care to you and all of our patients.