When you cancel the appointment:

• Everytime you book a service, HealerPass will send an appointment request to the provider via email and text. The provider will have a maximum of 24 hours to confirm or reject the booking request. During this period your appointment request will appear under the bookings section with a label showing the status pending or confirmed. Please check the status of your appointment before showing up. 
• If you wish to cancel the booking, you need to wait until it is confirmed. You can not cancel an appointment request during the confirmation period. 
• When your appointment is confirmed HealerPass verifies your credit card, and makes the final charge 48 hours before the appointment date when all sales are final. If your confirmation is within the 48 hours prior to your appointment, your credit card will be charge immediately. 
• You can cancel an appointment at least 48 hours prior to the date of the appointment with no penalty or charge. No refunds will be necessary because we did not charge your credit card.
• If you cancel an appointment within 48 hours prior to the date and time of the appointment there will be no refund. If you need to cancel or change your appointment, make sure you do it in time or you will still be charged. The amount charged cannot be used to book another appointment.
• No shows are considered last minute cancellations. This means your card will still be charged for the service or appointment.
   

When a provider cancels an appointment:

• If your provider cancels an appointment 48 hours or more prior to the date of the appointment, there is no need for a refund because your credit card has not been charged yet.
• If the provider cancels a confirmed appointment with less than 48 hours prior within the date and time of the appointment, you will receive a full refund. This behavior is not within our standards and the provider will receive a written warning. 
• If the provider is 20 minutes late or more to your appointment, you will have the option to reschedule or cancel the appointment with a full refund. The provider will receive a written warning.

 

Covid-19 exposure cancellation:

HealerPass respects  the providers’ right to implement their  own Covid-19 safety protocols when providing services. HealerPass is not requesting proof of vaccination from either you or the providers. However, HealerPass encourages you and providers to discuss specific Covid-19 protocols for the service once the booking process has been completed. 

In the event that you don’t feel comfortable with the provider’s Covid-19 safety protocols or vaccination status, your will have the right to cancel the appointment without penalty and receive a full refund. 

 

If you are late to your appointment

• If your appointment is virtual, please be ready 15 minutes before. If your appointment is in person, please be at the appointment’s location 15 before it starts. 
• You will have a grace period of 15 minutes from the time your appointment was supposed to start. If you fail to show up after those 15 minutes, it will be considered a no show and you are not entitled to a refund. 
• If you are less than 15 minutes late, the provider will only be obligated to provide the remaining allotted time for your appointment. For example, if your appointment was 60 minutes long but you showed up 10 minutes late, your appointment will be 50 minutes long. 
• Providers are not obligated to provide services outside of the allotted scheduled time.
• You will not receive any refund for the time you were late or not ready.

 

Packages of services

• When a client purchases a package, any unused sessions within the defining period will not be refunded.