Patient Policies & Financial Agreement

Appointments

We hold your appointment time exclusively for you, and a missed appointment is time we cannot offer to another patient.

• Cancel or reschedule at least 24 hours in advance at no charge.
• Most bookings require a $100 deposit, which is applied to the cost of your visit or treatment.
• The deposit is forfeited if you cancel with less than 24 hours notice, or if you do not attend.
• We understand that emergencies happen. Call or text us and we will use judgment rather than a rule.

If you cancel at 24 hours or more, your deposit is refunded in full to the original payment method.

Consultations and visits

Once a consultation has taken place, the fee covers the provider's clinical time, evaluation, and documentation. That fee is not refundable based on the outcome of the visit.

Medications

Damaged or defective shipments. Contact us within two weeks of delivery if your medication arrives damaged or defective and we will coordinate a replacement with the dispensing pharmacy. Returns go to the pharmacy that dispensed them. Navara Health cannot receive returned medication.

Brand-name medication purchased through a manufacturer program is subject to that program's terms, not ours.

Memberships

Billing	Memberships bill monthly on your enrollment date until you cancel. There is no contract and no minimum term unless a prepaid plan was purchased.
How to cancel	Tell us in person, by phone or text at (469) 653-3124, by email, or through your patient portal. A voicemail counts and we act on it within one business day. We will send you a written confirmation so there is a dated record on both sides.
Effect of cancelling	Cancellation stops future charges. Charges already processed are not refunded, and your membership benefits run to the end of the period you paid for.
Partial months	We do not prorate partial months.
Price changes	At least 30 days notice before any price change to an active membership.
Restarting	You may re-enroll at any time at the then-current rate. A new evaluation may be required depending on how long you have been away.

Prepaid plans and packages

Ninety-day prepaid plans and multi-session packages are discounted because they are paid in advance. That discount is what the prepayment buys.

• Once medication has shipped or a session has been performed, the prepaid amount is not refundable.
• If you stop partway through, each unused whole month converts to account credit valued at our standard non-discounted rate, good for one year toward any Navara service. The prepay discount is what the prepayment bought and it does not carry over. If we are the ones who stop your treatment for a clinical reason, we refund the unused portion to your card instead. Where applicable law requires a refund rather than credit, the refund applies.
• Packages are for the named patient and are not transferable.
• Unused sessions expire one year from the date of purchase.
• If a provider determines mid-course that continuing is not clinically appropriate, we will refund the unused portion in full.

In-clinic procedures

Aesthetic, regenerative, and IV procedures involve product that is drawn, opened, or prepared specifically for you at the time of your appointment.

• Once a procedure has been performed, it is not refundable.
• If you cancel after product has been opened or prepared, the cost of that product is not refundable.
• The $100 booking deposit is applied to your treatment, and is forfeited if you cancel with less than 24 hours notice or do not attend.

Laboratory testing

• Before your draw: if you cancel before the specimen is collected, the laboratory portion is refunded.
• After your draw: the laboratory portion is not refundable once the specimen has been collected and processed, whether or not you attend your results review.
• Results review is included in flat-rate panels and has no separate charge to refund.
• Where testing is billed to your insurance rather than paid at our flat rate, the laboratory bills you directly and Navara Health cannot refund or adjust that bill.

Good faith exam

The annual good faith exam is required under Texas law before your first aesthetic, IV, or injection service. Once performed, it is not refundable, and it covers you for a full year across all applicable services.

How refunds are issued

Approved refunds are issued to the original payment method. We aim to process within 7 business days and will process within 30 days. Refunds cannot be issued to a different card or account. Depending on your bank, it may take several additional days to appear after we process it.

Payment disputes and chargebacks

If you believe you have been charged in error, contact us first. Most billing questions are resolved the same day.

Filing a chargeback without contacting us means your bank asks us to release your treatment records to substantiate the charge. We would much rather talk to you. Where a chargeback is filed for services that were provided as agreed, we reserve the right to recover the disputed amount and any associated fees, and to decline future service.

Changes to this policy

We may update this policy from time to time to reflect changes in our practices. When we make a material change, we will let you know and update the date at the top of this page. The version in effect at the time of your purchase governs that purchase.