Cancellation, Rescheduling & Refund Policy
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Understanding That Life With a Newborn Can Be Unpredictable
At Heavenly Hands Massage & Acupuncture, we understand that pregnancy, childbirth, and postpartum recovery rarely follow a perfect schedule.
We strive to provide reasonable flexibility while protecting the time reserved specifically for your family.
The following cancellation and refund policies apply to private-pay postpartum doula services.
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1. Daytime Appointment Cancellation
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48 Hours or More Before Your Appointment
Appointments canceled at least 48 hours before the scheduled start time may be rescheduled without penalty.
If the client chooses to cancel rather than reschedule, any prepaid amount will be refunded, minus payment processing fees that are nonrefundable to the business.
Less Than 48 Hours Before Your Appointment
Cancellations made less than 48 hours before the appointment may result in a cancellation fee equal to 50% of the scheduled visit cost.
Any remaining prepaid balance will be refunded or, at the client's request, applied toward a future appointment.
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Failure to Cancel / No-Show
If a client is unavailable when the doula arrives, does not respond to reasonable contact attempts, or fails to provide access to the agreed service location, a fee of up to 75% of the scheduled visit cost may apply.
No fee will exceed the amount otherwise payable for the affected visit.
2. Overnight Appointment Cancellation
Because overnight visits require extended blocks of reserved time, additional notice is required.
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72 Hours or More Before Your Overnight Visit
Clients may reschedule without penalty, subject to availability.
If the client chooses to cancel, prepaid amounts will be refunded, subject to any lawful, previously disclosed nonrefundable processing costs.
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Less Than 72 Hours Before Your Overnight Visit
A cancellation fee equal to 75% of the scheduled overnight visit cost may apply.
Less Than 24 Hours Before Your Overnight Visit
A cancellation fee equal to 100% of the scheduled overnight visit cost may apply.
Only the applicable cancellation fee will be charged; these fees are not cumulative.
Any remaining prepaid balance will be refunded or credited toward another appointment at the client's request.
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3. Package Cancellations & Refunds
Postpartum support packages are designed to provide consistent care and offer discounted pricing for multiple visits.
Before Services Begin
Clients who cancel a package at least seven days before the first scheduled visit will receive a refund of their prepaid balance, subject only to any separately agreed and legally permissible reservation fee or processing cost.
Clients who cancel within seven days of the first visit may be responsible for applicable cancellation fees for appointments falling within their individual notice periods.
After Services Have Begun
If a client chooses to discontinue a package:
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Completed visits will be calculated at the regular hourly rate applicable to those services.
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Any applicable cancellation fees for late-canceled appointments will be deducted.
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The remaining unused prepaid balance will be refunded.
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The total amount retained will not exceed the amount paid or otherwise lawfully owed.
Refund requests should be submitted in writing.
Any approved refund will be issued to the original payment method, when possible.
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4. Early Delivery or Delayed Birth
We understand that babies do not always arrive on their estimated due dates.
If your baby arrives earlier or later than expected, please notify us as soon as reasonably possible.
We will work with you to adjust your planned postpartum support schedule based on availability.
There will be no cancellation penalty solely because your baby arrives before or after the estimated due date.
If we cannot accommodate the adjusted start date, you may request a refund for prepaid services we are unable to provide.
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5. Medical Complications & Unexpected Hospitalization
We understand that unexpected medical circumstances may arise during pregnancy or postpartum recovery.
If the mother or newborn requires hospitalization, or a healthcare provider advises against proceeding with scheduled services, please notify us as soon as reasonably possible.
We will offer reasonable rescheduling options.
If rescheduling is not practical, unused prepaid services will be refunded.
Medical details are not required for routine cancellation requests. We may ask for limited confirmation of scheduling restrictions when reasonably necessary, without requesting detailed medical records.
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6. If Heavenly Hands Must Cancel
If Heavenly Hands Massage & Acupuncture is unable to provide a scheduled appointment due to illness, emergency, weather-related safety concerns, or other unforeseen circumstances, we will notify the client as soon as reasonably possible.
Clients may choose between:
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Rescheduling the affected services to a mutually agreeable date
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Receiving a full refund for the canceled services that were not provided
Clients will not be charged cancellation fees for appointments canceled by Heavenly Hands.
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7. Late Arrival or Early Departure
If the Client Is Not Ready
Scheduled appointment time begins at the agreed start time when the doula is present and ready to provide services.
If access is delayed, the appointment may still end at its original scheduled time.
If the Doula Arrives Late
Clients will receive the full amount of purchased service time or an appropriate refund for time that cannot be provided.
If the Client Ends a Visit Early
Clients who voluntarily end a visit early may remain responsible for the scheduled minimum service period, unless an exception is required by law or approved by Heavenly Hands.
8. Rescheduling Appointments
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Rescheduling requests must be submitted by phone, text, or email using the designated business contact information.
Requests are not confirmed until Heavenly Hands acknowledges and approves the new appointment time.
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Rescheduled appointments are subject to availability.
Clients are encouraged to provide as much notice as possible when requesting changes.
9. Refund Processing
Approved refunds will be initiated within 10 business days after the refund determination, unless a shorter period is required by law.
Financial institutions and payment processors may require additional time to return funds to the original payment method.
Clients will receive confirmation when a refund has been initiated.
10. Insurance & Medicaid Services
The private-pay cancellation fees, deposits, package rates, and refund provisions above are not automatically applicable to Medicaid-covered services.
Medicaid-covered doula services are governed by Michigan Medicaid requirements and applicable health plan policies.
Clients receiving covered services will not be charged additional private-pay amounts for those services when prohibited by applicable program rules.
Any separately purchased, noncovered services must be explained and agreed to in writing before services are provided.
11. Policy Exceptions & Special Circumstances
We recognize that postpartum care requires compassion, understanding, and flexibility.
Exceptions may be considered for unforeseen emergencies, significant medical events, or other extraordinary circumstances.
Any approved exception will be documented in writing.
Nothing in these policies limits any consumer rights or cancellation remedies provided by applicable law.
12. Client Agreement & Acknowledgment
By scheduling and purchasing services, clients acknowledge receipt of these policies.
Clients will be asked to review and sign a separate postpartum doula service agreement confirming the applicable services, fees, scheduling terms, and cancellation conditions before care begins.
Client Name: __________________________________
Client Signature: _______________________________
Date: _________________________________________
Heavenly Hands Representative: ___________________
Our Promise to You
At Heavenly Hands Massage & Acupuncture, we understand that the postpartum journey is about more than adjusting to life with a newborn.
It is also about ensuring that mothers feel respected, supported, and cared for.
Our policies are designed to create clear expectations while preserving the compassion and flexibility that families deserve during this important transition.
Your Baby. Your Recovery. Your Peace of Mind.
Heavenly Hands Massage & Acupuncture
Oak Park, Michigan
Mothering the Mother — Compassionate Care Beyond Birth