Scheduling, Appointments, and Fees Policy

At Kalea Wellness, we value your time, your commitment to care, and the mutual respect that allows our clinic to function smoothly.

Many of our services require advance preparation, dedicated staff, and, in some cases, medications and supplies that cannot be reused once prepared. Late cancellations, late arrivals, and missed appointments impact our ability to care for others and manage clinic resources responsibly.

For these reasons, the following policies apply to all scheduled services.

Late Arrivals

We kindly ask clients to arrive on time so care can be delivered safely and without disruption.

If you anticipate arriving late, please notify the clinic as soon as possible
Clients arriving more than 30 minutes late may have their appointment cancelled
A $50 late arrival fee may apply

Late arrival fees must be paid in full before scheduling or proceeding with future appointments.

Ketamine Sessions – Driver Requirement

For ketamine sessions, a trusted driver is required for discharge.

Our staff will send a text notification to the driver approximately 20 minutes prior to discharge
Clients are responsible for ensuring their driver is available and arrives on time
If a driver arrives more than 30 minutes after the expected discharge time, a fee of $50 per 30 minutes will apply
Fees will continue to accrue until the client is safely discharged

Cancellations

We understand that plans can change. To allow us to offer appointments to others, we require at least 48 hours’ notice for cancellations or rescheduling.

More than 48 hours’ notice → no fee
Less than 48 hours’ notice → $75 late cancellation fee

This reflects the time reserved for you and the preparation involved. Appointment reminders may be sent as a courtesy but do not replace your responsibility to cancel on time.

Missed Appointments (No-Shows)

A no-show occurs when a client misses an appointment without prior notice.

$100 no-show fee will apply
Applies regardless of reason unless an exception is approved

No-show fees must be paid before scheduling future appointments.

Outstanding Balances

Kalea Wellness does not retain payment information. Clients are responsible for ensuring their account balance is paid in full before scheduling or attending future appointments.

If a fee is incurred:

Payment must be completed by phone
Future appointments may be held until the balance is resolved

Repeated late cancellations, late arrivals, or no-shows may result in prepayment requirements or limitations on scheduling.

Exceptions

We understand that emergencies and unavoidable situations may occur.

Requests for exceptions must be submitted within 7 days
All requests are reviewed on a case-by-case basis
Approval is not guaranteed

Repeated occurrences may limit future exceptions or require prepayment.

Clinic-Initiated Changes

If Kalea Wellness needs to cancel or reschedule an appointment, no fees will be charged.

Extraordinary Circumstances

Kalea Wellness is not responsible for disruptions caused by events beyond our control, such as severe weather, power outages, or public health emergencies.

Refund Policy

Kalea Wellness does not offer refunds for any services or payments made.

This includes:

Single sessions
Prepaid packages
Late cancellations
Missed appointments
Partially completed services

Payments may be applied as a credit toward future services if scheduling changes are made within a timeframe determined by the clinic.

Credits are non-transferable and must be used within a reasonable period. All decisions regarding credits or exceptions are made at the sole discretion of Kalea Wellness.