Mobile Service Cancellation, Rescheduling & No-Show Policy

ORT Manual Therapy is a mobile, appointment-based service. When an appointment is booked, that time is exclusively reserved for the client, and ORT Manual Therapy may arrange travel, transportation, parking, equipment, supplies, and preparation specifically for that appointment. Because mobile appointments require travel and preparation, strict cancellation and no-show policies apply.

1. 24-Hour Notice Is Required

All cancellations and appointment changes must be made at least 24 hours before the scheduled appointment time. The 24-hour period is calculated from the exact scheduled appointment time. For example, if your appointment is scheduled for 3:00 PM on Friday, cancellation must be received by 3:00 PM on Thursday.

2. Cancellations With Less Than 24 Hours’ Notice

Cancellations made with less than 24 hours’ notice will be considered a late cancellation. A 100% cancellation fee equal to the full scheduled service price will be charged to the payment method on file. The cancellation fee compensates ORT Manual Therapy for the reserved appointment time, travel preparation, and loss of the opportunity to schedule another client.

3. No-Shows

A client is considered a no-show if they:

• Fail to be present and available at the scheduled appointment time.
• Are unreachable when ORT Manual Therapy arrives.
• Do not provide access to the treatment location.
• Fail to respond to reasonable attempts to contact them.
• Cancel after ORT Manual Therapy has begun traveling to the appointment.
• Cancel after ORT Manual Therapy has arrived at the appointment location.

No-shows are subject to a fee equal to 100% of the scheduled service price.

4. Mobile Travel & “On-the-Way” Cancellations

Once ORT Manual Therapy has departed for the client’s location, the appointment is considered to be in the mobile-service travel period. Any cancellation, change, or request to reschedule made after departure may result in a 100% cancellation fee, regardless of whether ORT Manual Therapy has arrived at the location. This policy exists because travel time, fuel, transportation, parking, and the reserved appointment time cannot be recovered once the provider has begun traveling.

5. Client Location & Access

Clients are responsible for providing:

• The correct service address.
• Safe and reasonable access to the location.
• Any necessary building, gate, parking, or entry instructions.
• A suitable area for treatment.
• Any required access codes or permissions.

If ORT Manual Therapy cannot reasonably access the location because of incorrect information, lack of access, unavailable parking, building restrictions, or the client’s failure to provide entry, the appointment may be treated as a no-show and the full service price may be charged.

6. Late Arrivals

Mobile appointments are scheduled for specific time windows. If the client is not ready at the scheduled appointment time, the treatment time may be reduced. The appointment will not automatically be extended because of a client’s late arrival. The full scheduled service price remains due. If the delay exceeds 15 minutes, ORT Manual Therapy may cancel the appointment and treat it as a no-show.

7. Rescheduling

Appointments may be rescheduled without a fee when at least 24 hours’ notice is provided. Rescheduling with less than 24 hours’ notice may be subject to the 100% cancellation fee. Repeated cancellations or rescheduling may require a non-refundable deposit or full prepayment before another appointment is confirmed.

8. Emergencies

ORT Manual Therapy understands that genuine emergencies and unexpected circumstances can occur. Exceptions may be granted at the sole discretion of ORT Manual Therapy and are not guaranteed. An exception granted for one appointment does not create an obligation to grant an exception for future appointments.

9. Deposits & Prepayments

ORT Manual Therapy may require a deposit or full payment before confirming certain appointments. Unless otherwise stated at the time of booking, deposits are applied toward the scheduled service. For late cancellations, no-shows, or cancellations made after ORT Manual Therapy has departed for the appointment, the deposit may be retained as the applicable cancellation fee, to the extent permitted by law.

10. Repeated Cancellations & No-Shows

ORT Manual Therapy reserves the right to require prepayment or decline future bookings for clients who repeatedly:

• Cancel with less than 24 hours’ notice.
• Reschedule repeatedly.
• Fail to appear for appointments.
• Are unavailable when the provider arrives.
• Fail to provide reasonable access to the treatment location.
• Fail to pay applicable cancellation fees.

11. Payment Authorization

By booking an appointment, the client acknowledges and agrees that applicable cancellation, no-show, or late-arrival fees may be charged according to this policy. Where a payment method is provided and legally authorized for this purpose, ORT Manual Therapy may charge the applicable fee following a qualifying late cancellation or no-show.

12. Agreement to Policy

By scheduling an appointment with ORT Manual Therapy, the client confirms that they have read, understand, and agree to this Mobile Service Cancellation, Rescheduling & No-Show Policy. Once an appointment is confirmed, the appointment time is reserved specifically for the client.

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Your time is reserved. Our travel is committed. Please provide at least 24 hours’ notice when you need to cancel or reschedule.

ORT MANUAL THERAPY
Targeted. Results-Driven. Restorative.
(310) 729-4468  ·  ortjustfixit@gmail.com
Mobile service across Los Angeles, Orange and Ventura Counties

This policy is also available in full on request. Email ortjustfixit@gmail.com.