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Policies

Policies

1. Appointment & Scheduling Policy

  • All appointments must be scheduled in advance.
  • Patients must complete their required forms and questionnaires before the appointment time.
  • If forms are not completed, the appointment may be rescheduled.
  • Telehealth visits require a quiet, private space and reliable internet access.

2. Cancellation Policy

  • We require at least 24 hour notice for all cancellations or rescheduling.
  • Same-day cancellations or no-show appointments may result in fees or delayed access to future scheduling.
  • Repeated no-shows may lead to dismissal from the practice.

3. Late Arrival Policy

  • Patients arriving more than 10 minutes late may be rescheduled depending on provider’s availability.
  • Late arrivals reduce the time available for your evaluation and may affect your care plan.

4. Cash-Based Clinic Policy

  • Weight Loss programs & IV infusions/Injectables are cash-based services.
  • We do not bill insurances for these services, consultations, or membership fees.
  • Patients may use:
  • HSA/FSA (if applicable)
  • Debit/credit cards
  • Cash (in person)
  • Insurance may be used only for medications if the pharmacy accepts it and authorizes coverage.
  • Insurance may be filed for minor acute illnesses

5. Pricing & Membership Policy

  • All pricing is transparent and listed on our website.
  • Initial evaluations (weight loss & IV Infusions/Injectables) are billed separately from monthly membership fees.
  • Membership fees cover provider oversight, ongoing monitoring, and access to support—not prescriptions.
  • Medication costs are not included in monthly fees.

6. Medication Policy

  • Medications are prescribed based on clinical judgment and patient needs.
  • Medication is not guaranteed; appropriateness is determined by your provider.
  • Patients must follow their treatment plan and attend follow-ups to remain eligible for refills.

7. Refill Request Policy

  • Refill requests must be submitted at least 7 days before you run out of medication.
  • This allows time for pharmacy processing and, if needed, insurance authorization.
  • Refills will not be sent if you have missed required follow-up appointments.
  • Lost or misplaced medication cannot be replaced by the clinic.

8. Prior Authorization (PA) Policy

  • If you want to use insurance for medications:
  • Serenity will submit up to three (3) prior authorization attempts for the same prescription.
  • Approval is not guaranteed.
  • Serenity cannot determine or predict your copay or out-of-pocket cost.
  • Membership fees remain the same whether insurance approves or denies medication coverage.

9. Lab Policy

  • Certain programs require baseline labs before treatment.
  • Lab fees are included when specified.
  • Additional labs requested outside the program may incur separate charges.
  • Failure to complete required labs may delay or prevent treatment.

10. Communication Policy

  • All communication must occur through the patient portal for documentation and safety.
  •  Portal messages are answered during business hours.
  • Portal messaging is not for emergencies.

11. Refund Policy

  • All services, consultations, memberships, programs, and digital products are non-refundable.
  • Once a service is rendered or a membership month begins, no refunds will be issued.
  • Vitamin injections and packages are non-refundable and non-transferable

12. Privacy Policy

  • We adhere to HIPAA guidelines to protect the confidentiality of your medical information.
  • Serenity does not release records without written authorization.
  • By scheduling an appointment, you agree to be evaluated and treated according to clinic protocols.
  • You acknowledge that results vary and are not guaranteed.