Cancellation & Rescheduling Policy

Why we have this policy

At Helix BioWellness we are committed to providing personalized, high-quality care tailored to each client’s wellness journey. To ensure every client receives the attention they deserve and to help our team operate efficiently, we ask that you review and adhere to the following appointment policies.

When you book an hour with us, we hold it for you. The room, the provider, the equipment, sometimes medication drawn specifically for your visit. If that hour goes empty with no notice, it doesn’t just cost us — it’s an hour someone else on the waitlist wanted.

We used to be informal about this. We can’t be anymore, and being straight with you about it up front seems better than surprising you later. So: here’s exactly how it works.

Reserving your appointment

A valid credit card is required to book. It’s stored securely with our payment processor — not by us, and not on this website.

By scheduling an appointment, you authorize Helix BioWellness to charge that card for any late cancellation, no-show, or qualifying late-arrival fee described below.

Putting a card on file doesn’t charge it. You’re only charged if the appointment itself carries a fee (the TRT evaluation, for example, is $199 and includes labs), or if the terms below apply.

Certain services — including injectables, IV infusions, and extended appointments — may require a non-refundable deposit at booking, applied toward your service. {Counsel to confirm this authorization language and that the consent captured at booking is sufficient under Texas law.}

Changing or cancelling

Give us at least 24 hours notice and there’s no charge — reschedule or cancel, as many times as you need. Three ways to do it:

• Phone — call or text: 409.498.5011.
• Your confirmation message: it has a link to manage your booking.

Business hours are Monday–Friday 9am–5pm and Saturday 10am–2pm. Messages sent outside business hours are considered received at the start of the next business day, which is what determines whether the 24-hour window has been met.

Late cancellations

Cancelling with less than 24 hours notice means a late-cancellation fee of $50, charged to the card on file. A reschedule requested inside the same window is treated as a late cancellation and carries the same fee.

No-shows

A no-show is missing an appointment without any notice. It means a no-show fee of $50, charged to the card on file.

Repeated late cancellations or no-shows require a non-refundable prepayment for future appointments, or may result in dismissal from the practice.

Running late

Call ahead and we’ll do what we can. Up to 15 minutes late — we’ll do our best to complete your service in the time remaining. More than 15 minutes late — we may need to reschedule you, because the person after you booked their hour too, and the $50 late-cancellation fee applies.

When we have to change your appointment

Rarely, we’re the ones who have to move things — a provider is out, equipment goes down, a storm closes the island. We’ll reach you as early as we can, you get priority on the next available slot, and you’re never charged a fee when we’re the ones who moved it. If we cancel an appointment you’ve already paid for, you’re fully refunded or credited — your choice.

Deposits and prepaid services

Injectables, IV infusions, and extended appointments may require a non-refundable deposit at booking, which is applied toward the cost of your service. {Client to specify the deposit amounts, and confirm whether a deposit is forfeited on a late cancellation or carried to the rebooked visit.}

Memberships

Memberships are month to month — no sign-up fees, no contracts, cancel whenever you like. Tell the front desk and we’ll stop your billing. {Client to confirm whether cancellation must land before a set day of the billing cycle to avoid the next charge.}

Membership appointments follow the same 24-hour notice requirement. A late cancellation or no-show on a booked, membership-included session — biohacking, contrast therapy, HBOT, drips and so on — incurs the $50 fee and/or forfeits that session’s benefit for the cycle, at our discretion. Membership benefits do not roll over, and they’re non-transferable and non-refundable.

Packages and prepaid series

Prepaid series and packages are valid for 120 days from the date of purchase, or 180 days for series of six or more sessions, and are non-refundable and non-transferable. Unused sessions expire at the end of that window.

A no-show, or a cancellation with less than 24 hours’ notice, counts as one session used — in line with our standard cancellation policy above. Prepaid sessions apply to the treatment purchased; if you’d like to switch to a different treatment mid-series, we’ll apply the remaining value toward it at the current price.

Emergencies and special circumstances

We evaluate emergencies and unforeseen events case by case, and may waive fees at our discretion. We’re a clinic on a barrier island in Texas — we understand emergencies, sick children, hurricanes, and the causeway. If something real happened, call us and tell us: we’d rather hear from you than charge you.

We waive fees at our discretion, and we do it more often than this page probably suggests. What we can’t do is run a practice where the policy only applies to people who don’t ask. Genuine emergencies, illness, and weather-related closures are the sort of thing we’ll always work with you on.

Questions, or think a fee is wrong?

Call the front desk at 409.498.5011 or email info@helixbiowellness.com. If we made a mistake, we’ll fix it. Please talk to us before disputing a charge with your bank — it’s faster, and we’d genuinely rather sort it out directly.

Policy acknowledgment

By booking an appointment with Helix BioWellness, you confirm that you have read, understood, and agree to this Appointment & Cancellation Policy — including authorization to charge the card on file for any applicable late cancellation, no-show, deposit, or late-arrival fee.

Changes to this policy

This policy is subject to change; the date at the top shows when it last did, and the current version governs all bookings.

Helix Biowellness® · 2424 Mechanic St, Galveston, TX 77550 · 409.498.5011