Cancellation & Refund Policy

1. Overview

VITALIS IV is a premium mobile IV therapy service. Because we dispatch licensed providers directly to your location and coordinate with our Medical Director for your safety, all appointments represent a real financial and logistical commitment on our end. This policy exists to protect both you and our team.

By booking an appointment and placing a card on file, you acknowledge and agree to the terms outlined in this policy. A link to this page is provided during booking for your reference.

2. Reserving a Visit

When you request an appointment, you place a payment card on file through Square. Your card is not charged at booking. It is held to reserve the appointment and to support the cancellation policy below.

3. Unified Cancellation Policy

The following cancellation policy applies to all reserved appointments. The card placed on file at booking may be used only as described in this policy.

Cancellation Scenarios

4. Reschedule Policy & Within-24-Hour Option

If you need to cancel within 24 hours of your appointment, you have two options:

Option 1 — Pay the 50% Retainer Fee

50% of your service price may be charged to your card on file. No further obligation applies to that booking.

Option 2 — Use Your One Free Reschedule

Instead of paying the 50% retainer fee, you may elect to reschedule your appointment one time at no immediate charge. The following conditions apply:

• You are entitled to one (1) free reschedule per booking when cancelling within 24 hours.
• Your full service price is due at the rescheduled appointment and may be collected in person or charged manually after the visit.
• If you cancel the rescheduled appointment for any reason, the full service price is forfeited — no refund will be issued and the full amount will be charged to your card on file.
• This one-reschedule option is only available for within-24-hour cancellations. Cancellations outside 24 hours are subject only to the flat $50 fee.

5. Medical Clearance & Failed Clearance

All new patients are required to complete a medical clearance consultation with our Medical Director before their first appointment. This is a brief telehealth consultation (approximately 5–10 minutes) conducted through our partner, Guardian MD.

Clearance Process

1. After booking and saving your payment information, you will receive a personalized, single-use telehealth link via email and SMS.
2. This link is valid for 10 minutes and can only be used once. It cannot be shared.
3. After completing the consultation, your information is reviewed by the Medical Director and you receive a clearance update by email or SMS.
4. Once approved, your appointment is confirmed and you receive a confirmation email and SMS.

If You Are Not Cleared

In the rare event that our Medical Director is unable to clear you for IV therapy, the following applies:

• Your appointment will be cancelled and no cancellation fee will be charged, as a clearance decision is outside your control.
• If a service payment was separately completed before the clearance decision, the team will contact you regarding the appropriate next step.

Clearance Validity

Once cleared, your medical clearance is valid for 12 months. You will not need to repeat the telehealth consultation for subsequent bookings within that period.

6. Membership Subscription — Billing & Card Charging

VITALIS CORE and VITALIS ELITE members are subject to the same cancellation policy as all other patients. Membership status does not exempt you from cancellation fees or forfeiture rules. The following billing terms apply to all membership subscribers.

Billing Schedule

• First Charge: Your payment method is charged the full monthly membership fee immediately upon enrollment.
• Recurring Billing: All subsequent charges occur automatically on the 15th of each calendar month. By enrolling in a membership, you authorize Vitalis IV LLC to charge your payment method on file on this recurring schedule until you cancel.
• No Rollover: Monthly treatments are valid for the current billing cycle only. Unused treatments expire at the end of each cycle and have no cash value.

Failed Payments & Suspension

• If your payment method is declined on the billing date, your membership will be temporarily paused and your member discount will be suspended immediately.
• Vitalis IV LLC will automatically retry the failed payment every three (3) days for up to four (4) attempts (approximately 12 days total).
• You will receive an email notification after each failed attempt.
• If payment is not successfully collected after four attempts, your membership will be permanently cancelled. Your member discount will no longer apply to any future bookings.
• To avoid suspension, please ensure your payment method on file is current and valid before the 15th of each month.

Cancellation of Membership

• You may cancel your membership at any time through your client portal or by contacting us at VitalisIVTeam@vitalisivtherapy.com.
• Cancellation takes effect immediately. You will not be charged for the following billing cycle.
• No refunds are issued for the current billing period, even if cancelled before the end of the cycle.
• Any remaining treatments in the current cycle may still be redeemed until the end of that billing period.
• Once cancelled, your member discount is no longer valid. Full service prices apply to any future bookings.

Member Scheduling Benefits

• Priority scheduling — your appointments are confirmed first
• Your membership discount (10% for CORE, 15% for ELITE) is applied at the time of service by your provider
• Discounts are only valid when your membership is in active status. Cancelled or suspended memberships do not qualify for discounts.

7. Refund Processing

When a refund is applicable under this policy, it will be processed as follows:

• Refunds are issued to the original payment method used at the time of booking.
• Please allow 3–5 business days for the refund to appear on your statement, depending on your bank or card issuer.
• You will receive an email confirmation from Square when the refund is processed.
• If you have not received your refund after 7 business days, please contact us at VitalisIVTeam@vitalisivtherapy.com.

8. How to Cancel or Reschedule

You may cancel or reschedule your appointment through any of the following methods:

• Patient Portal: Log in at vitalisivtherapy.com/portal.html and navigate to your upcoming appointments.
• Phone: Call us at (928) 310-6169 for assistance.
• Email: Send a cancellation or reschedule request to VitalisIVTeam@vitalisivtherapy.com.
• SMS: Text us at (928) 310-6169.

All cancellation and reschedule requests are time-stamped from the moment we receive them. We recommend using the patient portal for the fastest processing.

9. No-Show Policy

If our provider arrives at your location and you are not present, or if you are unreachable at the time of your appointment, the full service price may be automatically charged to your card on file.

A no-show does not qualify for a refund or free reschedule.

A no-show is the most severe outcome under this policy. We strongly encourage you to contact us as early as possible if you need to cancel or reschedule, even if it is within 24 hours of your appointment — doing so will result in a significantly lower fee than a no-show.

10. Questions & Exceptions

We understand that life happens. If you have an extenuating circumstance that you believe warrants an exception to this policy, please contact us as soon as possible. We review exception requests on a case-by-case basis and will do our best to accommodate you.

We are not able to guarantee exceptions, but we are always willing to listen.