Patient Policies

Treatment Package Policy

At Baek Physical Therapy & Wellness, our treatment packages are designed to make ongoing, individualized care more accessible while encouraging consistency and progress toward your treatment goals.

We understand that schedules, medical needs, and life circumstances can change. Our package policies are intended to provide clear expectations while offering reasonable flexibility when unexpected circumstances arise.

01 Policy

Purchasing and activating a package

  • Treatment packages are purchased in advance and are intended for one individual patient.
  • Your package becomes active on the date of your first visit using the package, rather than the purchase date.
  • Your first package visit should be scheduled within 30 days of purchase unless otherwise arranged with our team.
  • Packages are nontransferable and cannot be shared with another individual.
  • Visits completed before the package purchase are not eligible for retroactive package pricing unless approved by the practice.

02 Policy

Utilization period and expiration

All treatment packages are intended to be used within six (6) months from the date of the first package visit.

  • All visits must be completed before the six-month utilization deadline. Scheduling an appointment before the deadline does not, by itself, extend the package.
  • Any unused visits remaining after six months are subject to the expiration, extension, and refund provisions of this policy and applicable law.
  • Approximately six weeks (42 days) before your package expires, our team will contact you by text message, email, and phone call to remind you of your remaining visits and provide an opportunity to schedule them.
  • We encourage patients to schedule appointments in advance to maintain continuity of care and ensure adequate appointment availability.

Any legally protected unused prepaid value will be honored as required by applicable law.

03 Policy

Using your package and cancellations

  • Each completed treatment appointment deducts one visit from your package balance.
  • Appointments are scheduled based on your individualized treatment plan, clinical needs, and provider availability.
  • Package visits apply to the appointment duration and services included in the package purchased. Additional services or specialized treatments may be billed separately.
  • All appointments are subject to our 24-hour cancellation and rescheduling policy.
  • Appointments canceled with less than 24 hours' notice may incur a $100 cancellation fee.
  • A late cancellation does not automatically deduct a full treatment visit from your package.

04 Policy

Scheduling and practice availability

We understand that scheduling availability may vary, and we want every patient to have a reasonable opportunity to use their purchased visits.

If you request an appointment at least 14 days before your package expiration date and we are unable to accommodate you due to limited practice availability, we will extend your package for an additional 60 days at no charge.

If multiple visits remain and our schedule does not allow sufficient time to complete them during the extension period, additional time may be granted, up to 90 days, based on clinical appropriateness and appointment availability.

If Baek Physical Therapy & Wellness cancels or reschedules your appointment and the replacement date falls after your package expiration, your package will be extended to accommodate that visit.

Extensions granted due to practice scheduling limitations will not reduce your remaining visits or change your package pricing.

If we are unable to provide your remaining visits within a reasonable extension period, we will work with you to arrange an appropriate resolution, including a refund of unused prepaid services where applicable.

Our goal is to ensure that no patient loses access to purchased treatment solely because of scheduling limitations on our end.

05 Policy

Refunds

Treatment packages are offered at preferred rates in exchange for a commitment to a series of visits.

Package purchases are generally nonrefundable, except in qualifying medical circumstances or as otherwise required by law.

Refunds may be considered when a significant medical event prevents you from safely continuing treatment, including hospitalization, surgery, a newly diagnosed medical condition, or another documented medical restriction.

To request a medical refund:

  • Submit a written request to our office.
  • Provide a note from a licensed medical provider confirming that continued treatment is medically inadvisable or cannot reasonably be completed.
  • You are not required to disclose detailed medical information or a specific diagnosis.

For an approved partial-package refund, completed visits will be recalculated at the standard single-visit rate in effect when the package was purchased. The remaining eligible prepaid balance will be refunded, without exceeding the amount originally paid.

Refunds will generally be returned to the original payment method.

06 Policy

Medical holds and extensions

We recognize that medical conditions and recovery timelines can be unpredictable.

If you are temporarily unable to attend treatment due to a documented medical circumstance, you may request a medical hold or extension.

  • Requests should be submitted as soon as reasonably possible.
  • Supporting documentation from a licensed medical provider may be requested.
  • Medical extensions will be evaluated individually based on the expected duration of the interruption and your treatment needs.
  • Approved extensions will be confirmed in writing with an updated utilization deadline.

Personal travel, scheduling preferences, or nonmedical conflicts do not automatically qualify for an extension, although our team may review exceptional circumstances individually.

07 Policy

Package upgrades and downgrades

Patients may upgrade to a larger treatment package while their existing package is active.

  • The amount already paid toward your original package may be credited toward the upgraded package.
  • Completed visits will be recalculated at the applicable per-visit rate of the upgraded package.
  • Any remaining price difference must be paid according to the agreed payment terms.
  • An upgrade does not automatically restart the six-month utilization period. Any revised deadline will be confirmed before the upgrade is completed.
  • Package downgrades are generally unavailable once treatment visits have been used, except as required by law or approved under our medical refund policy.

08 Policy

Renewals

Our team will help you plan your continued care as your package approaches completion.

  • We recommend discussing renewal when you have two visits remaining.
  • You may purchase a new package at any time.
  • Each new package has its own activation date and six-month utilization period.
  • Unused visits from a previous package do not automatically transfer to a newly purchased package.
  • New packages are subject to the pricing and terms in effect at the time of purchase.

Continued treatment and package renewal are always based on your clinical needs and goals.

09 Policy

Payment options

We offer payment options to help patients plan for their care.

Pay in full: The full package amount is collected at purchase.

Two-payment option: Eligible packages may be paid in two installments, with 50% due at purchase and the remaining 50% due 30 days later.

All installment arrangements must be agreed upon before treatment begins. Package pricing reflects the total purchase commitment, regardless of the payment option selected.

Payment arrangements do not change the package's activation date or utilization period.

10 Policy

Clinical considerations

Your care is individualized, and your treatment plan may change based on your progress, medical status, or evolving goals.

Purchasing a package does not guarantee that a specific number of visits will be clinically necessary. Your physical therapist will regularly reassess your needs and may recommend modifying, pausing, or discontinuing treatment when appropriate.

If treatment is no longer clinically indicated before your package is completed, our team will review available options for any unused prepaid visits in accordance with applicable law.

11 Policy

Questions about your package

We understand that every patient's situation is unique. If you have questions about your package balance, scheduling, expiration date, medical extension, or refund eligibility, please contact our administrative team.

We are committed to communicating clearly, supporting your treatment goals, and helping you make the most of your care.

Baek Physical Therapy & Wellness