Koru Wellness Fulfillment Policy

Service Delivery Policy

Koru Wellness, PLLC provides ketamine-assisted therapy and other services by appointment.

● Service Scheduling: All therapy sessions and other treatments must be scheduled in advance by text, phone, or in person. Appointment availability is subject to the schedules of our practitioners.

● Preparation for Services: Before your first session, you will be required to complete all necessary intake forms, medical evaluations, and consents as provided by Koru Wellness, PLLC. Failure to complete these requirements may result in the rescheduling or cancellation of your appointment.

● Location of Services: Therapy sessions are conducted at our clinic located at 3130 W Maple Loop Drive, Suite G-100 in Lehi, Utah, or via secure telehealth platforms as agreed upon during your intake process.

● Client Responsibilities: To ensure a safe and effective therapeutic experience, clients are expected to adhere to all pre-session instructions, arrive on time for scheduled appointments, and engage respectfully with our staff and practitioners. Specific instructions regarding preparation for ketamine sessions will be provided to you.

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Cancellation Policy

We understand that unforeseen circumstances may require you to change your appointment. Our cancellation policy is designed to ensure fair access to our services for all clients and to respect our practitioners' time.

● Client-Initiated Cancellations/Rescheduling:

○ You may cancel or reschedule your appointment without penalty up to 48 hours prior to your scheduled session.

○ Cancellations or reschedules made with less than 48 hour notice will incur a cancellation fee of 50% of the session cost.

○ "No-shows" (failing to attend a scheduled appointment without any prior notice) will be charged the full fee for the missed session.

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● Clinic-Initiated Cancellations: In the rare event that Koru Wellness, PLLC needs to cancel or reschedule your appointment (e.g., due to practitioner illness, unforeseen clinic closure, or emergency), we will notify you as soon as possible and work with you to reschedule your session at no additional charge. If rescheduling is not possible, a full refund for the cancelled session will be issued.

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How to Cancel or Reschedule: To cancel or reschedule an appointment, please contact us by phone at (385) 600-7036 or email at admin@koruwell.com. Please ensure you receive a confirmation of your cancellation or reschedule.

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Refund Policy

Our refund policy applies to services booked and paid for at Koru Wellness, PLLC.

● Refunds for Pre-Paid Sessions:

○ If you cancel an appointment with sufficient notice as per our Cancellation Policy (48 hours prior or more), you will receive a full refund for any pre-paid session fees.

○ If a cancellation fee applies (due to insufficient notice), the remaining balance of any pre-paid session fees will be refunded to you.

● Refunds for Unused Services: Packages or multiple pre-paid sessions are non-refundable once the first session in the package has been rendered unless otherwise specified in your service agreement. Refunds for the remaining unused sessions in a package may be considered on a case-by-case basis, subject to an administrative fee and deduction for services already rendered at their full, unbundled rate.

● No Refunds for Completed Services: Once a ketamine-assisted therapy session has been completed, the service fee is non-refundable. Your engagement in the session signifies your acceptance of the service provided.

● Medical Contraindications/Ineligibility: If, after initial consultation and medical review, you are deemed medically ineligible for ketamine-assisted therapy services by our practitioners, any pre-paid fees for those specific ineligible services will be fully refunded.

● Processing Refunds: Approved refunds will be processed back to your original payment method within 7-10 business days. Please note that it may take additional time for the refund to appear on your bank statement, depending on your bank's processing times.