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

• If a fraudulent dispute is submitted (i.e., disputing a charge for a service received), Klarity may pursue legal action.
• Patients should contact Klarity before initiating a chargeback to resolve billing concerns more efficiently. Chargebacks may result in suspension of access to Klarity services until resolved.

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.

Cancellation Policy

Providers may charge patients a cancellation or no-show fee using Kiwi’s built-in capabilities, in accordance with the following policy:

• 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.
• Cancellations made within 24 hours of the appointment time may be charged in full at the provider’s discretion.
• For multi-appointment packages, a 50% cancellation fee may be applied to the total package price if the package is canceled after the first appointment is scheduled.

As a reminder, Klarity will charge the provider a standard lead-gen fee unless the patient cancels within 24 hours of booking.Provider-initiated cancellations (e.g., due to scope mismatch, scheduling conflicts, or incomplete intake forms) will also trigger the lead-gen fee.

No-Show Policy

Providers may charge a no-show fee using Kiwi’s built-in billing tools. Klarity will continue to charge the lead-generation fee regardless of patient attendance. The following policy applies:

• No-shows (when a patient misses an appointment without prior notice) may be charged in full or in part by the provider, using Kiwi’s fee collection system. Providers can customize the fee amount; if no fee is set, the default no-show fee is $40.
• For patients on multi-appointment packages, providers may choose to apply a no-show fee equal to up to 50% of the package price.
• Klarity will still charge the provider the standard lead-gen fee (e.g., $80) for a no-show appointment, as the platform fulfilled its obligation to generate the appointment.
• Repeated no-shows may result in termination of services at the provider’s discretion.
• Insured patients may be charged a no-show fee if not covered by their plan. The provider is responsible for managing this transaction directly with the patient through Kiwi.

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.