Etiquette and Policy
CONTENT OF THE WEBSITE
We ask that you consider our policies not as restrictions but as indispensable rules, which allow us to provide high standards of service. With regard to appointment cancellation fees, these are unfortunately necessary due to unavoidable expenses and valuable time allocated to clients and patients when they make the appointments. Special offers or promotions can only be purchased once at discounted or promotional price to try our services. Please note that special offers has already been discounted, therefore we cannot combine it with any other specials or discounted offers. The promotional services advertised on various social medias can be purchased only once at discounted price.
APPOINTMENTS AND CONFIRMATIONS
Appointment Confirmations are sent to clients 48 hours in advance and it is the clients responsibility to arrive on time to avoid cancellation fees.
RESERVATIONS
Any reservations can be made by calling/texting our office during normal business hours. To ensure your desired date and time, please allow appropriate time for appointments. A credit card must be used to secure appointments. In the event you must cancel your appointment, please allow 24 hours in advance to avoid a service charge.
Non-Discrimination Notice
Our company is steadfast in upholding a strong commitment to equality, inclusivity, and fairness. We adhere to a strict non-discrimination policy that ensures every individual, regardless of their background, identity, or characteristics, is treated with respect and fairness. We do not tolerate any form of discrimination, whether it's based on race, gender, age, disability, religion, or any other protected category. Our aim is to provide a safe and welcoming environment for all employees, clients, and partners, fostering an atmosphere where diversity is celebrated and everyone has equal access to our services and opportunities..
Complaint Resolution Policy
Our Complaint Resolution Policy is designed to address any concerns or issues that our valued customers may encounter. We take all feedback seriously and are committed to finding swift and effective solutions to ensure customer satisfaction. Please email [email protected]
PUNCTUALITY
We would like for our guest to arrive promptly at the time of scheduled appointment. It is our desire for you to check in 5 minutes prior to the start of any appointment. We’re committed to offering all our guests a reliable timetable; that’s why your treatment will always end at the scheduled time, so please remember to be on time.
PAYMENT OPTIONS
Payment for all procedures is due at the time of the treatment. For specially packaged or grouped treatments, payment for the entire package is due at the time of the first scheduled treatment. A credit card is required to reserve an appointment for treatment scheduled in advance. We provide a number of payment options which may be used individually or combined according to your desires. In the event that a package or series of treatments has begun, these services will be considered to have been rendered even though the full series may not have been completed. Should you wish to discontinue your treatment in the midst of a series, credit for the pro rata share of unused treatments at the discounted package price may be extended, and this may be used to purchase other treatments or products offered by The Radiance Lab & Wellness & More, or it may be transferred to another individual to be used in exchange for treatments or products of comparable value to the credit. There are no refunds for products or services. Credit may be extended for other services to you or another individual.We require to keep credit card on file for the payment of all Services and Fees. The credit card on file will remain in effect until the expiration of the credit card account. Customers may revoke this authorization by submitting a written request to The Radiance Lab & Wellness Center.
CANCELLATIONS
We ask that you give 24-hour notice to cancel or reschedule your appointment without charge. We understand that special circumstances are unavoidable and a cancellation may be necessary, and with a 24-hour notice or more there is never a charge. If you are unable to make your appointment without calling and canceling prior to your appointment, there will be a $50 charge for each appointment or lose one session per each appointment. All multiple service and group reservations require payment in advance. We requests a 72-hour notice of cancellation for multiple service and group reservations. Reservations canceled without the benefit of notice will incur a charge for those services canceled. Gift certificates are considered payments in advance and, therefore, subject to the same policy. Charges will be made on credit cards or deducted from gift certificates that were used as security for reservations. Please note all pre-paid packages may only be used in the office which they were purchased.
GROUPON
Customers who have obtained services through Groupon should directly contact Groupon for inquiries, modifications, or concerns related to their Groupon voucher or the services provided. These services are subject to Groupon's terms and conditions, which include redemption and refund policies. In the event that our providers deem the procedure unsafe for you, we will promptly inform Groupon to initiate a refund process. Your safety is our utmost priority, and we take any safety-related concerns seriously. Should a Groupon-related inquiry unveil a concern regarding the services provided by our company, we will promptly inform Groupon of the matter and make every effort to address it in accordance with our commitment to exemplary customer care. Nevertheless, customers will still be directed to Groupon for any Groupon-specific issues.
IDENTITY VERIFICATION
It is our office policy to request a copy of a government-issued ID from all customers for our consultation and treatment. This information will be securely stored for identification and verification purposes. Ensuring the patient's identity helps prevent medical identity theft. Verifying the information on the ID helps confirm that the person seeking medical care is who they claim to be. There are laws and regulations, such as the Health Insurance Portability and Accountability Act (HIPAA) in the United States, that require healthcare providers to take steps to protect patient privacy and ensure the confidentiality of health information. Collecting and verifying patient identity is part of these compliance measures. Having accurate and up-to-date patient information is essential for providing proper medical care. Collecting a copy of the ID helps ensure that the patient's information is accurate in the medical records. In case of emergencies, having identification information readily available can assist medical professionals in providing appropriate and timely care. This is particularly important if the patient is unable to communicate. Collecting ID information helps the medical office prevent fraud by confirming the patient's identity and ensuring that the information provided matches the records.
LATE ARRIVAL ON APPOINTMENTS
All appointments begin and end on time so that the next client is not delayed. If a client is late for more than 5 minutes, the appointment will be rescheduled, and it will be considered a same day cancellation. We regret that late arrivals will not receive extension of scheduled appointment time. In special cases, and when time permits, we may be able to treat the patient in between our other appointment. This will be at our discretion.
RETURN/REFUND POLICY
No refunds are made for products, service packages and pre-paid treatments once they are purchased. If for some reason you are not able to use an unrendered, pre-paid service, you may do a one time exchange of the unused portion toward other services. If there are any changes/adjustment to the discounted packages/series, the original non discounted price will be used to calculate remaining credit which can be used towards other services. There will be no refund on gift cards purchased.
CONSULTATION
Please call/text us at (310-359-0091) for your initial consultation. CC information is needed before an appointment is confirmed. Consultations with Dr. Neal Handel are $350, which will be applied to the treatment cost if the treatment is done on the same day. Consultations with professional therapists, RNs and NPs are complimentary unless you do not show up on this appointment or do not provide 24 hour advanced notice to which will be considered a same day cancellation. Good Faith Evaluation (Medical Clearance) is required with a cost of $50 per clearance, before treatment is performed.
PRACTICE-PATIENT RELATIONSHIP
We love having you as a patient, but we do reserve the right to refuse service at any time, to anyone, for any reason.
TREATMENT OF COMPLICATION
Although good results are anticipated, there can be no guarantee or warranty, expressed or implied, by anyone as to the actual results you may get. Occasionally additional treatments and/or treatment for problems or complications may be required. These could result in additional charges for which you may be responsible. Your insurance, if you have it, may or may not cover the expenses related to actual complications or other medically related problems arising out of treatment at The Radiance Lab & Wellness Center .
MEMBERSHIP POLICY
Memberships are not required to enjoy our services, but members do enjoy extended benefits. Our membership policy is based on 12 months commitments. If you decide to cancel your membership, we do require written 30-day notice and other fees may apply. Please review our specific membership agreement for a complete explanation of policy, fees and cancellation rights before you join. If you notify us within 3 days of your initial purchase, you will receive a full refund. To understand the details of this policy, please review your membership agreement carefully before you join.
CELL PHONES
For the respect of all spa guests’ tranquility, cell phones must be turned off in our treatment areas.
PROMOTIONAL/SPECIAL OFFERS
Our promotional offers are a great way to try our service at an affordable price. All promotional value expires 12 months after the initial purchase, however the amount paid never expires. Additionally, we advertise on various social media platforms. All of specials offered are non-refundable, Non-Transferable and can not be exchanged. Consultation is required on all of our specials.
EMERGENCY
Due to the consultative nature of our practice, we are unable to offer round-the-clock emergency availability. Should you have a medical emergency, please go to the nearest emergency facility for care. We request that you maintain a primary care physician (i.e., family physician, pediatrician, Internist) and specialists care for your regular medical needs.
OBTAIN MEDICAL RECORDS
Our patients can request for their medical records by submitting a release form along with a fee of $25 per occurrence. All requests must be submitted in writing to [email protected] The medical records will be ready within 72 hours to pick up by patient only.
FINANCING PROGRAM GUIDELINES
Interest accrues during the promotional period, but all interest is waived if the entire purchase balance is paid in full before the end of the promotional period and you make all required monthly payments on or before their due dates. Terms may vary based on creditworthiness, amount of loan, and length of term.
COVID-19 GUIDELINES
The past few months have been unlike anything we have ever experienced. We have been working hard to safely reopen our business again with guidelines from state and local officials. We believe the adjustment we have considered will protect our employees, our customers and partners. Their health is our number one priority and every decision we make is through that lens. As cities and states begin to share plans to reopen, we like to share an update on how we’re thinking about our office. Please be advised of the following.
1.We’re going to take a phased approach, only reopening our business when it’s allowed by state and local governments.
2.we plan to open with the right safety measures and protocols and we have confidence we can ensure the safety and wellbeing of our employees, customers and partners.
3.We have replaced all of our fabric-based furniture that can easily be sanitized
4.We have spaced out seating areas to follow social-distancing guidelines
5.We have increased all appointment time to enable staff to properly sanitize and disinfect before treating the next patient
6.Hand sanitizers will strategically be placed in our office
7.We will utilize number of air-purifier Hepa protected systems to reduce the risk
8.We are going to periodically replace all AC air return filters to clean the air
9.We will daily screen every person walking thru our office including our employees.
10.The employees will be wearing protective medical grade facial/body appropriate for the COVID 19 virus
11.We have hired additional staff to support the increased workload
12.We have established online virtual consultation appointments to consult with our patients.
13.We have increased cleaning and sanitization frequencies
14.Telephone screening with patients prior to the appointment
15.Immediate departure
16.Minimize any unnecessary contact
17.Reduction in number of patients seen per day by 50%
18.We have established self assessment online questionnaire prior to patient arrival to further avoid the risk of infection
ANTI-DISCRIMINATION DISCLAIMER
This office complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. This office does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex. This office provides free aids and services to people with disabilities to communicate effectively with us, which may include qualified sign language interpreters, written information in other formats (large print, audio, accessible electronic formats, other formats), provides free languages services to people whose primary language is not English, which may include qualified interpreters, translation services, information written in other languages If you need these services, contact our office at the address, phone number or email address provided on this website under the "Location" tab. If you believe that this office has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance with our office at the address, phone number or email address provided on this website under the "Location" tab. You can file a grievance in person or by mail, fax, or email. If you need help filing a grievance, we are available to help you. You can also file a civil right compliant with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, address here; U.S. Department of Health and Human Services 200 Independence Avenue, SW Room 509F, HHH Building Washington, D.C. 20201 1-800-368-1019, 800-537-7697 (TDD)
PRICES AND TERMS ARE SUBJECT TO CHANGE WITHOUT NOTICE.
