BILLING

CREDIT CARD POLICY FAQ’S

1. Do I really need to have a card on file to book an appointment?

   Yes! We cannot continue to allow missed appointments/late cancellations that are not compensated for. We know that the majority of you appreciate that our practitioners set this time aside for you and with too little notice or a no show for an appointment, three people are affected: you, the practitioner, and the person who could have had that appointment time. Our practitioners’ livelihoods are dependent on their clients being accountable for their booked appointments. A card on file will be required for all clients regardless of whether you book online, by phone or book in advance with your practitioner.

2. Will my card on file be automatically charged if I miss an appointment or late cancel?

   We will do our best to contact you and discuss options for payment, but if we are unable to contact you or arrange alternative payment, the card on file will be charged the applicable fee and you will be emailed your receipt for payment. As you are required to read and sign the cancellation form prior to your first appointment, you are agreeing to abide by our policies.

3. How secure is your credit card storage system?

   We use Jane Payments online payment processing to securely store your credit card information. This is a separate Point of Sale system that is integrated into our booking software. Once credit card information is entered into your file, it is encrypted and inaccessible to our team for anything other than invoice payment processing.

   As one of our security features, when a credit card is saved on a client’s account, it isn’t actually saved in Jane, but is collected securely by Stripe, who sends back an encrypted key (a token) that represents the credit card. This token can’t be used outside of Jane.

   The only information that Jane stores is the about the credit card are the last four digits and the expiration date so that you, the client, will know which card that you gave us.

4. Do I always need to use the card on file as my form of payment once it is submitted?

   Nope! You can choose to use your card on file OR pay with another form of payment at the time of your appointment.

5. My insurance policy is typically direct billed by your administrative team. Do I still require a card on file?

   Yes. Unfortunately, missed appointments or late cancellations cannot be direct billed to your insurance. You will still receive a receipt for payment noting whether it was a missed appointment or late cancellation that you are welcome to submit yourself to your insurance. Also, often insurance covers most of, or a portion of treatment and we need to collect payment for the balance so a card on file is an easy way to manage this for you!

6. Is there an alternative to having a card on file? I’m uncomfortable entering my card online.

   The system we use for collecting credit card information is extremely secure (please see information above in question 3) but we understand some people are still not completely comfortable entering their information online.

   You do have an option in this case: you can apply and maintain a $150 credit on account using whatever payment method you choose. This credit on account will need to stay in place for the duration of your commitment to REVIVE as our client. The credit is fully refundable, however, will need to be in place to book online.