Refund & Cancellation Policy

1.1 — Purpose

This Refund and Cancellation Policy (hereinafter "Policy") is established by Good to Great Family Wellness Center (hereinafter "G2G," "the Practice," or "we") to clearly define the terms, conditions, and financial obligations governing the scheduling, cancellation, rescheduling, and refund of all services rendered or scheduled at G2G, including but not limited to in-person clinical visits, telehealth and video conference appointments, aesthetic procedures, wellness consultations, membership subscriptions, and product purchases.

1.2 — Binding Agreement

By scheduling an appointment, enrolling in a membership program, purchasing a service package, or otherwise engaging with G2G’s services — whether in person, via telephone, or through any digital or online platform — the patient or client (hereinafter "Patient") unconditionally agrees to be legally bound by the terms of this Policy. This Policy constitutes a binding contractual agreement between the Patient and G2G. Ignorance of this Policy shall not constitute grounds for waiver of any fees or obligations set forth herein.

1.3 — Scope of Application

This Policy applies to all of the following G2G service categories:

• Medical aesthetics appointments (Botox, neuromodulators, dermal fillers)
• Medical weight loss and peptide therapy consultations and follow-up visits
• Post-surgical recovery and manual lymphatic drainage (MLD) sessions
• Geriatric life coaching and concierge wellness check-in appointments
• Youth athletic performance consultations and program evaluations
• Telehealth and video conference appointments across all service divisions
• Monthly and quarterly membership subscriptions
• Service packages, prepaid bundles, and promotional offers
• Natural wellness product purchases through the partnership

2.1 — Required Notice Period

Patients are required to provide a minimum of twenty-four (24) hours' advance written or verbal notice prior to the scheduled appointment time to cancel or reschedule any in-person appointment without financial penalty. Notice may be provided by calling our office directly, sending a message through our secure patient portal, or via email to the designated G2G communications address.

2.2 — Late Cancellation Fee

Any cancellation received with fewer than twenty-four (24) hours' notice prior to the scheduled appointment time shall be deemed a "Late Cancellation" and shall result in the automatic assessment of a non-waivable, non-refundable Late Cancellation Fee of Seventy-Five Dollars ($75.00). This fee is due and payable immediately upon assessment and will be charged to the payment method on file.

2.3 — Same-Day Cancellations

Cancellations made on the day of the scheduled appointment, regardless of the time of notification, shall be classified as Late Cancellations and shall be subject to the $75.00 Late Cancellation Fee without exception. Same-day rescheduling requests shall likewise be treated as Late Cancellations unless the appointment is successfully rescheduled and confirmed by G2G staff on the same calendar day.

2.4 — Exceptions

G2G recognizes that genuine medical emergencies may occasionally prevent timely notice. Fee waivers for documented medical emergencies are evaluated on a case-by-case basis at the sole and absolute discretion of the Practice Owner or designee. The following circumstances do not qualify as exceptions and shall not result in fee waiver:

• Personal scheduling conflicts, work obligations, or transportation issues
• Forgetting or overlooking a scheduled appointment
• Dissatisfaction with a prior service or treatment outcome
• Changes in personal preference or decision to seek care elsewhere
• Weather conditions that do not constitute a declared state of emergency

3.1 — Required Notice Period — Telehealth

Patients who have scheduled a telehealth or video conference appointment with G2G — including but not limited to new patient consultations, medication management follow-ups, peptide therapy monitoring, post-surgical check-ins, geriatric wellness calls, athletic performance reviews, and any other virtual encounter — are required to provide a minimum of twenty-four (24) hours' advance notice prior to the scheduled telehealth appointment time in order to cancel or reschedule without incurring a financial penalty.

3.2 — Telehealth Late Cancellation Fee

Any telehealth or video conference appointment cancelled with fewer than twenty-four (24) hours' notice shall result in the automatic and non-negotiable assessment of a Late Cancellation Fee of Seventy-Five Dollars ($75.00), which shall be charged to the payment method on file. This fee is expressly non-refundable and shall not be applied as a credit toward any future service, session, or product purchase.

3.3 — Technical Failures Attributable to the Patient

G2G shall not be held responsible for a Patient's inability to connect to or participate in a scheduled telehealth session due to technical issues within the Patient's control, including but not limited to: inadequate internet connectivity, device malfunctions, failure to download or access the designated telehealth platform, or failure to test the technology in advance. Such failures shall be treated as a No-Show as described in Section 4 of this Policy.

3.4 — Technical Failures Attributable to G2G

In the event that a telehealth appointment cannot be completed due to a verified platform or system failure attributable solely to G2G, the Patient shall not be charged a cancellation fee, and G2G shall make reasonable efforts to reschedule the appointment at the earliest available time.

4.1 — Definition of No-Show

A "No-Show" is defined as the failure of a Patient to appear for or connect to a scheduled appointment — whether in person or via telehealth — without providing any prior notice of cancellation to G2G. A No-Show designation shall be applied fifteen (15) minutes following the scheduled appointment start time if the Patient has not appeared, connected, or communicated with G2G staff.

4.2 — No-Show Charge

Patients who No-Show for any scheduled appointment shall be charged the full cost of the reserved service or a minimum No-Show fee equal to the session rate, whichever is applicable. This charge shall be assessed automatically and billed to the payment method on file. No-Show charges are non-refundable and non-negotiable.

4.3 — Repeat No-Show Policy

G2G maintains a zero-tolerance policy for repeated No-Show behavior. Patients who No-Show for two (2) or more appointments within any rolling twelve (12) month period are subject to the following consequences, at the sole discretion of G2G:

• Mandatory prepayment in full for all future appointments at the time of scheduling
• Suspension of telehealth scheduling privileges
• Formal written notice of discharge from the Practice
• Referral of outstanding balances to a collections agency

4.4 — Prepayment Requirement Following No-Show

Following a verified No-Show, G2G reserves the right to require full prepayment of the scheduled service fee prior to confirming any future appointment. Prepaid amounts are subject to the cancellation terms set forth in this Policy and are not otherwise refundable.

5.1 — General No-Refund Policy

G2G maintains a strict no-refund policy for all rendered services, completed consultations, and administered treatments. Once a clinical service has been performed, the associated fees are considered earned and are not subject to refund under any circumstances, including but not limited to Patient dissatisfaction with aesthetic outcomes, changes in personal preference, or unmet subjective expectations. All sales of services are final.

5.2 — Service Packages & Prepaid Bundles

Prepaid service packages and treatment bundles are non-refundable once purchased. Unused sessions within a prepaid package may be transferred to an alternative service of equal or lesser value at the sole discretion of G2G and must be utilized within twelve (12) months of the package purchase date. After twelve (12) months, unused sessions are forfeited without refund or credit.

5.3 — Deposits

Where G2G requires a deposit to secure a procedure, specialty appointment, or extended session, such deposit is non-refundable under all circumstances. If the Patient provides the requisite cancellation notice under Section 2 or Section 3 of this Policy, the deposit may, at G2G’s sole discretion, be applied as a credit toward rescheduling within sixty (60) days. Failure to reschedule within sixty (60) days results in forfeiture of the deposit.

5.4 — Refunds for G2G-Initiated Cancellations

In the event that G2G cancels a confirmed appointment due to provider unavailability, facility closure, or other G2G-controlled circumstances, the Patient shall receive:

• (a) a full refund of any prepaid fees or deposits associated with the cancelled appointment, or
• (b) priority rescheduling at no additional cost.

G2G shall not be liable for any consequential damages, lost wages, travel expenses, or other indirect costs arising from a G2G-initiated cancellation.

5.5 — Product Returns

Retail wellness products purchased through the partnership are eligible for exchange or store credit only within seven (7) calendar days of purchase, provided the product is unopened, unused, and in its original packaging. No cash refunds will be issued for product purchases. Products that have been opened, used, or damaged are not eligible for return or exchange.

6.1 — Recurring Billing

G2G membership subscriptions are billed on a recurring monthly or quarterly basis on the Patient's enrollment anniversary date. By enrolling in a membership program, the Patient authorizes G2G to charge the payment method on file automatically on each billing cycle date until the membership is lawfully cancelled in accordance with the terms of this Policy.

6.2 — Membership Cancellation Notice

Membership cancellations must be submitted in writing — via email or certified mail — a minimum of thirty (30) calendar days prior to the next scheduled billing date. Verbal cancellation requests shall not be honored. Cancellations received with fewer than thirty (30) days' notice will result in the processing of one (1) final billing cycle, after which the membership will be terminated.

6.3 — No Prorated Refunds

Membership fees are non-refundable. G2G does not issue prorated refunds for any portion of a membership period already billed, regardless of the date of cancellation within that billing cycle. The Patient's access to membership benefits shall remain active through the end of the paid billing period.

6.4 — Membership Pause

Membership pauses of up to sixty (60) days may be granted at G2G’s sole discretion upon written request with documented justification (e.g., medical leave, extended travel). Paused memberships resume automatically at the end of the approved pause period. Only one (1) pause per twelve (12) month membership period shall be permitted.

8.1 — Chargeback Policy

G2G strictly prohibits the unauthorized initiation of payment chargebacks or credit card disputes for any charges that are consistent with this Policy. In the event a Patient initiates an unauthorized chargeback, G2G reserves the right to:

• (a) provide the Patient's financial institution with a full copy of this signed Policy as evidence of the Patient's agreement to the charge;
• (b) assess a chargeback processing fee of $50.00 per disputed transaction; and
• (c) immediately terminate the Patient's relationship with G2G and refer the matter to legal counsel.

8.2 — Delinquent Accounts

Any unpaid balance outstanding for more than thirty (30) calendar days shall be deemed delinquent. G2G reserves the right to suspend all services and scheduling privileges for Patients with delinquent account balances. Accounts outstanding for more than sixty (60) calendar days may be referred to a third-party collections agency. The Patient agrees to be responsible for all costs of collection, including reasonable attorneys' fees and court costs.

8.3 — Returned Payments

Returned checks, declined ACH transfers, or failed electronic payments are subject to a returned payment fee of $35.00, in addition to any applicable bank fees. G2G reserves the right to require certified funds or credit card payment for all future transactions following a returned payment event.

9.1 — Governing Law

This Policy shall be governed by and construed in accordance with the laws of the State of Florida without regard to its conflict of law provisions. Any dispute arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the state and federal courts located in the county in which G2G's principal place of business is situated.

9.2 — Severability

If any provision of this Policy is found to be unlawful, void, or unenforceable for any reason, that provision shall be deemed severable from this Policy and shall not affect the validity and enforceability of the remaining provisions, which shall continue in full force and effect.

9.3 — Modification of Policy

G2G reserves the right to modify, amend, or update this Policy at any time with or without prior notice. The most current version of this Policy shall be made available at the Practice and on G2G's website. Continued engagement with G2G services following any modification constitutes acceptance of the revised Policy.

9.4 — Entire Agreement

This Policy, together with the Patient Informed Consent and Authorization Agreement and any applicable service-specific agreements, constitutes the entire agreement between the Patient and G2G with respect to the subject matter hereof and supersedes all prior communications, representations, and understandings, whether written or oral.