Cancellation, Rescheduling, and Refund Policy

Effective date: August 9, 2026

BOOKING DEPOSIT

A standard online session booking requires a $30 deposit, or the full session price when the session price is less than $30. The deposit is applied to the booked session. A booking is not confirmed until the applicable payment and intake requirements are complete.

CUSTOMER CANCELLATION

The 24-hour deadline is measured from the scheduled appointment start time in America/Chicago.

• If a client cancels at least 24 hours before the appointment start time, the application submits a refund of an eligible non-package booking deposit to Square. For a package-session booking, the reserved package credit is restored.
• If a client cancels with less than 24 hours remaining, an eligible non-package booking deposit is forfeited. For a package-session booking, the reserved package credit is forfeited.
• Exactly 24 hours before the scheduled start is treated as timely.
• Square controls the final posting time for a refund to the original payment method. The client portal shows the current recorded status; an email alone is not proof that a provider refund has completed.

RESCHEDULING

A client may reschedule an active appointment online one time when at least 24 hours remain before the scheduled start. The replacement time must satisfy current availability, booking-window, lead-time, and scheduling rules.

After the one online reschedule has been used, or when less than 24 hours remains, contact Jules Body Work. A requested change is not effective until the client portal shows the updated appointment. Administrator changes are separately authorized and audited.

A second or late reschedule is not guaranteed. Julie Martinez or an authorized administrator may approve one when the circumstances reasonably justify an exception and the requested time is available. Unless the approved outcome states otherwise, the existing eligible deposit or package credit remains associated with the rescheduled appointment.

LATE CANCELLATION, NO-SHOW, AND EXCUSED EXCEPTIONS

There is no automatic grace period. A late cancellation or no-show ordinarily forfeits the eligible booking deposit or reserved package credit.

Julie Martinez or an authorized administrator may record an excused exception for an emergency, material scheduling error, practice-initiated change, or other circumstance the practice reasonably determines warrants relief. The decision is discretionary, may consider prior exceptions, and is recorded without unnecessary diagnosis or health details. An excused non-package deposit is submitted for refund, and an excused package credit is restored. Repeated exceptions are not guaranteed.

INTAKE REVIEW OUTCOMES

An appointment may remain pending while the licensed therapist reviews intake and the required consultation process. If the therapist declines the appointment or the intake-review deadline expires before approval, the application releases the appointment, restores an associated reserved package credit, and submits an eligible paid booking deposit for refund through Square.

PACKAGES

Package validity, included sessions, installment terms when offered, and expiration information are shown before purchase. A package credit is reserved when a package appointment is booked and is later used, restored, or forfeited according to the appointment outcome.

Package purchases are non-refundable except for a payment error, a refund required by law, or an approved unused-package medical exception. The application permits Julie Martinez or an authorized administrator using recent MFA to approve an unused-package medical exception only when no package credit has been used or reserved. The application then refunds eligible completed installment payments and sets remaining credits to zero.

A medical-exception request should provide only the information reasonably needed to establish that the unused package cannot be used; detailed diagnosis information should not be sent through ordinary email. Partially used packages, expired packages, voluntary service conversions, or promotional-price differences are not automatically refundable. Payment errors are reviewed against Square and application records. Nothing in this policy limits a right that cannot legally be waived or any separate obligation applicable to an instrument legally treated as a gift certificate.

HOW TO CANCEL, RESCHEDULE, OR REQUEST REVIEW

Use the cancellation or rescheduling control in the client portal. For a change the portal does not permit, contact Jules Body Work at JulesBodyWork7@gmail.com or 832-704-6658. Include only your name and appointment date in ordinary email or voicemail; do not include health details.

An exception request does not change the appointment, refund, deposit, or package-credit status unless and until the client portal shows the approved outcome.

POLICY VERSION AND CHANGES

The version acknowledged with an intake or booking is retained with that record. A new policy version applies prospectively to later bookings and later package purchases once displayed and acknowledged. Existing bookings and package purchases remain governed by the version and purchase terms recorded with them, except when applicable law requires different treatment. Material changes use a new immutable version and may require renewed acknowledgement.