Health Guardian HQ – Cancellation, Refund, and No-Show Policy
Effective Date: [July, 29 2025]
To promote equitable scheduling, reduce appointment gaps, and protect clinical and administrative resources, Health Guardian HQ enforces the following policies:
Notice Requirement
Clients must provide at least 24 hours’ notice to cancel or reschedule an appointment.
Notice must be submitted via email or phone to the official contacts listed below.
Late Cancellations
Cancellations made less than 24 hours in advance are subject to fees as follows:
a. RN-Led Coaching Sessions:
A late cancellation fee of 50% of the scheduled session fee will be charged.
b. DSMES Program Sessions:
Cancellations with less than 24 hours' notice will be recorded as a no-show.
Exceptions
Health Guardian HQ may waive fees for verified emergencies or documented extenuating circumstances at its sole discretion.
Non-Refundable Services
All completed services are non-refundable.
Prepaid session packages and bundles are non-refundable once the program begins, except in cases of verified medical emergencies that prevent continued participation.
Refunds for Timely Cancellations
For individual sessions canceled at least 24 hours in advance, clients may choose:
A full refund, or
Credit toward a rescheduled session.
Refund Processing Timeline
Refunds, if approved, are issued within 7–10 business days to the original form of payment.
Definition
A “No-Show” occurs when a client:
Fails to attend a scheduled session without prior notice.
Fails to attend one or more sessions in a DSMES class series (Class 1, 2, or 3), including live or virtual formats.
Consequences
A 100% no-show fee will be charged for missed appointments without required notice.
Three (3) cumulative no-shows within the DSMES program will result in:
Dismissal from the current program cycle.
Requirement to restart the program and repay full program fees if re-enrolling.
Prepayment Requirement
Clients going through insurance with two or more no-shows will be required to prepay for future services as a condition of scheduling.
Fee Waiver Requests
Clients may submit a written request to waive a no-show fee due to emergencies. All requests are subject to management review and approval.
To avoid fees:
Cancel or reschedule with at least 24 hours' notice.
Use appointment reminders from our system.
Communicate promptly in the event of an emergency.
By scheduling or participating in any service with Health Guardian HQ, clients agree to comply with the above policies. These terms are binding and apply regardless of payer type (cash pay, insurance, or grant-funded participation).
Contact for Cancellations or Questions:
Phone: (626) 241-8530
Email: xk@healthguardianhq.com