Billing, Cancellation, and Service Policies - Klarity

Billing Policy

Self-Pay Patients

• A $10 non-refundable deposit is required for initial visits, with the remainder charged 24 hours prior to the scheduled appointment date.
• Follow-up and refill appointment fees will be charged 24 hours prior to the scheduled appointment to the card on file.
• Full service fees for any other subsequent visits or services are charged immediately.
• Additional fees may be charged by providers for extended appointment times due to incomplete intake forms or other administrative delays.

Insured Patients

• Patients using commercial insurance, employer-sponsored health plans, Medicare, Medicaid, or other state-funded programs are responsible for all copays, coinsurance, deductibles, or non-covered services as determined by their health plan.
• If insurance eligibility is unclear or pending, payment requirements will be at the provider's discretion and may require full or partial upfront payment.
• If a claim is denied, the patient will be automatically charged the outstanding balance using the payment method on file.
• Patients using Medicare, Medicaid, or other government programs may be required to sign additional program-specific consents or waivers before receiving services.

Klarity does not submit claims, determine coverage eligibility, or process insurance reimbursements. Any billing disputes or reimbursement issues must be resolved directly with the provider or insurer.

Refund Policy

Self-Pay Patients

• Refunds are available if you cancel your appointment 24 hours or more in advance (initial visit deposit of $10 is non-refundable).
• No refunds are provided for
  • no-shows or late cancellations
  • completed services
  • pharmacy prescription issues
  • dissatisfaction with medication treatment
  • Patients who have been discharged from Klarity services

Insured Patients

• Refunds for insurance-based payments cannot be processed by Klarity.
• If an overpayment occurs due to insurance adjustments, the refund must be requested directly from the provider.
• If a claim is denied, the patient remains responsible for the full cost of the service.
• Medicare/Medicaid patients must follow any program-specific refund rules as required by law.

Payment Disputes and Chargebacks

Self-Pay Patients

At Klarity Health, we strive to provide transparent, high-quality telehealth services and fair billing practices. By booking an appointment through the Klarity platform, patients agree to the following terms regarding payments, refunds, and chargebacks.

1. Payment Authorization

All self-pay (cash-pay) payments for telehealth services must be completed before an appointment begins.

By submitting payment or credit card information, you authorize Klarity Health to process the charge on behalf of your independent healthcare provider for the agreed service fee.

2. No Unauthorized Chargebacks

Submitting a chargeback (payment dispute) after receiving care or outside Klarity's refund policy is considered a violation of our Terms of Service.

Chargebacks filed without contacting Klarity first may result in:

• Immediate account suspension and loss of access to Klarity services.
• Permanent ban from scheduling future visits with Klarity providers.
• Transfer of unpaid balances to collections, if applicable.

If you have a concern about a payment, please contact us before filing a dispute. Most billing concerns can be resolved quickly and professionally through our support team. 📧 patientsupport@helloklarity.com

3. Refunds and Disputes

Refunds are issued only according to Klarity's Cancellation and Refund Policy, which includes:

• Full refund: Cancellations made at least 24 hours before the appointment (initial $10 deposit is non-refundable).
• No refund: Late cancellations (<24 hours), missed ("no-show") appointments, or completed visits.
• Provider-directed refunds: May be issued if your provider determines care was not initiated or a clinical mismatch occurred before the visit.

Disputes related to care quality, communication, or medication should be directed to Klarity's Patient Support Team, not your financial institution.

4. Fraudulent or Repeat Chargebacks

Klarity takes fraudulent chargeback activity seriously.

Patients found to have submitted false, malicious, or repeated chargebacks may be:

• Reported to Klarity's fraud prevention system.
• Permanently blacklisted from the Klarity platform.
• Subject to legal recovery of funds, processing fees, and administrative costs.

5. Independent Provider Relationship

Please note that Klarity Health is a telehealth technology platform — not a medical clinic. Each provider operates an independent medical practice and sets their own service fees, clinical policies, and refund procedures. Klarity processes payments securely on behalf of these providers.

We're here to help resolve your issue quickly and professionally.

Insured Patients

• Insurance-related disputes must be handled directly with the provider and/or insurer.
• Patients should not dispute insurance-related charges via a credit card chargeback if their insurance denies a claim or applies cost-sharing adjustments.

Late Cancellation, and No-Show Policy

Providers may charge patients a late cancellation or no-show fee, in accordance with the following policy:

• Platform Standard Policy:
  • Cancellation BEFORE 24 hours of booking is free of charge.
  • For cash-pay patient, cancellations made more than 24 hours in advance of the scheduled appointment may be canceled free of charge by the patient. For initial visits, the $10 deposit remains non-refundable.
  • For cash-pay patient, cancellations made within 24 hours of the appointment time may be charged in full at the provider's discretion.
  • No-shows (when a patient misses an appointment without prior notice) patients will be charged in full by the provider (Cash-pay patient) or custom amount set by the provider (insured patient). Repeated no-shows will result in termination of services at the provider’s discretion.
• Custom Provider Policies:
  • Providers may invoke their own cancellation and no-show policies and associated fees, provided these terms are clearly listed and made available to patients at the time of booking checkout.
  • These custom policies must be reviewable and agreeable by the patient prior to completing their appointment purchase, and must remain compliant with all applicable state and federal regulations.

Late and Technical Difficulties Policy

• Patients should arrive 5-10 minutes early for their appointment.
• Late arrivals may result in a shortened session with full charges applied.
• Technical issues should be reported immediately via the patient portal or email.
• If technical difficulties prevent a visit from occurring, Klarity may allow a rescheduled appointment without penalty at its discretion.

Patient Responsibility

• Patients must verify their insurance benefits before scheduling an appointment.
• Klarity does not guarantee that an insurance plan will cover telehealth services.
• Patients are responsible for ensuring a stable internet connection and a working device for virtual appointments.
• Patients must complete all required documentation and intake forms prior to their appointment.
• Valid government-issued ID and proof of U.S. residency are required for services.

Zero-Tolerance Policy for Abusive Behavior

Klarity is committed to maintaining a safe, respectful, and professional environment for both patients, providers, and staff. Abusive Behavior of any kind will not be tolerated and may result in action, including termination of care.

Prohibited behavior includes, but is not limited to:

• Threatening, harassing, or disrespectful language or actions toward providers, staff, or other patients.
• Unreasonable demands that exceed clinical guidelines or professional standards.

Repeated or severe violations may result in termination of care and access to Klarity services.

For any questions or concerns regarding this policy, please contact patientsupport@helloklarity.com.