Office & Building Policies

We value your time, the time of all patients in our care, and the time of all our staff and practitioners. We appreciate your cooperation in keeping our clinic running smoothly. To ensure fairness and sustainability in offering our services and appointments, we have implemented our Office & Building Policies to keep communication transparent with all our patients.

1. Booking & Payments

Appointment-Only Policy

All treatment sessions and consultations are by appointment only. At this time, we are unable to accommodate walk-ins at So Acupuncture in Corona.

Prepayment Requirement

All appointments are pre-booked and prepaid at So Acupuncture clinic in Corona prior to your visit.

• Online Bookings: Prepaid via Stripe (major debit and credit cards accepted).

• In-Person Payments: Payments for future follow-up visits may be completed in person after your current appointment.

• Cash or Check: No transaction fees.

• Credit & Debit Card Processing: All electronic and card transactions (online, in-clinic, or manually entered) are subject to non-refundable card processing fees (3.4% + $0.40 per transaction).

New Patient Intake Forms

All new patients must complete required Pre-Visit Intake Forms (Parts A & B) at least 24 hours prior to their first appointment. We cannot proceed with your scheduled appointment or treatment without these completed forms on file.

• These forms collect health history, lifestyle information, and treatment goals to safely tailor each session to your needs.

• Upon booking, you will receive a Welcome Email containing a secure link to complete your forms. If you do not see this email, please contact us at contact@soacupuncture.com or (951) 268-0208.

• For privacy and care accuracy, forms are provided only to confirmed patients.

2. Cancellations, Rescheduling & No-Shows

Notice Required

We require at least 24 hours’ notice for any appointment changes. Cancellations and rescheduling requests must be submitted in writing via email or text message to contact@soacupuncture.com or (951) 268-0208, or confirmed by speaking directly with clinic staff by phone. Voicemails are not accepted for cancellations.

When requesting a schedule change, please include:

1. Your full name

2. The specific date and time of the appointment you need to change

3. Your preferred days and times of availability to reschedule

Requests must explicitly detail the cancellation or rescheduling request; general callback requests do not constitute valid notice. We do not hold open-ended calendar spots; patients canceling without a new time must either pick a new date or request a refund.

• Note on Google Calendar Buttons: Clicking "Cancel" or "Reschedule" inside your calendar invite does not notify the clinic or process a refund. You must email or text us directly.

• Appointment Reminders: Courtesy emails and texts are sent for scheduled appointments. Clinic policies apply regardless of whether a reminder is received.

Late Cancellations, Late Arrivals & No-Shows

Cancellations made with less than 24 hours' notice, arrivals 15+ minutes late, or missed appointments without notice are charged the full 100% session fee.

• Punctuality: Please arrive on time to receive the full benefit of your session.

• Arrivals Over 15 Minutes Late: We may not be able to provide a session. The appointment may be considered a missed session/no-show, and the full fee will apply.

• Shortened Sessions: If time allows, practitioners may offer a shortened session; the full session fee still applies.

Emergency Exceptions

Late cancellation/rescheduling fees may be waived only in cases of severe, unexpected medical or family emergencies (reviewed on a case-by-case basis; supporting documentation may be required).

• Terms for Emergency Exceptions: Appointments granted an emergency exception are not eligible for a cash or card refund. Instead, session funds are held as a courtesy credit and must be made up by rescheduling within 2 weeks of the original appointment date. If the appointment is not made up within this 2-week window, the fee and courtesy exception are forfeited, and a new booking payment will be required if you wish to attend a future treatment session.

3. Refunds & Product Sales

Refund Requests

To ensure a documented and timely response, all refund requests must be submitted in writing via email or text message to contact@soacupuncture.com or (951) 268-0208.

Prepaid Online & Card Sessions

• Processing: Per California AB 414, refunds for electronic payments will be issued back to the original payment method (Stripe) unless otherwise agreed upon in writing.

• Fees: Refunds will be issued for the session amount, minus non-refundable card processing fees (3.4% + $0.40), which are retained by the payment processor and not the clinic.

• Timeline: Please allow 5–14 business days for the credit to appear on your statement.

Cash/Check Payments

• A full refund is available if the cancellation occurs at least 24 hours prior to the scheduled appointment.

• All refunds for payments made by cash or check will be issued via Clinic Check.

  • In-Office Pickup (Complimentary): Patients may pick up their refund check in person during normal business hours. A signature is required upon receipt to finalize the account settlement.

  • Certified Mail ($20.00 Administrative Fee): If a patient requests that a refund check be mailed, a $20.00 fee will be deducted to cover administrative costs, Certified Mail, Return Signature, and tracking.

Service Finality & Forfeiture

All payments for services—including acupuncture, herbal medicine, and nutritional consultations—are final once rendered. No refunds will be issued for completed treatments. Because our clinic operates on a pre-paid basis, any late cancellations (less than 24 hours' notice) or late arrivals (more than 15 minutes) will result in the 100% forfeiture of the pre-paid session fee.

Herbal Prescriptions, Topicals & Lab Orders

• Custom Herbals, Topicals & Nutrition Plans: All sales of custom herbal formulas, topical remedies, and personalized nutrition plans are final and strictly non-refundable once ordered or prepared. Unclaimed & No-Show Herbal Orders: Because custom formulas are specifically compounded and prepared for each individual, payment is non-refundable once the prescription order is placed or prepared. Uncollected or abandoned orders will not be refunded or credited.

• Dispensed/Shipped Products: All other products are final sale once they have been dispensed or shipped. Exceptions: Refunds or exchanges are only permitted for confirmed safety issues, contamination, or shipping errors. Some unopened, non-customized products may be eligible for exchange within 7 days, subject to manufacturer approval.

• Lab Orders (Fullscript): Refunds for Fullscript lab kits are only possible if the kit hasn't shipped or the sample hasn't been collected, subject to Fullscript’s approval. Once a sample is submitted, refunds are unavailable.

• Safety Notice: If you experience any unexpected reactions to a product, discontinue use immediately and contact the clinic. Your safety is our primary concern.

4. Office Phone & Text Communication

Our phone line ((951) 268-0208) and text messaging are strictly for rescheduling and administrative needs.

• Emergencies: If you are experiencing a medical emergency, call 911. For a mental health emergency, call 988 or visit Urgent Care.

• Missed Communications: If we do not answer, we are currently in session. Please leave a voicemail with your name, phone number, and a brief reason for calling; we will return your call during business hours. (Note: Voicemails are not accepted for cancellations).

• New Patient Discovery Calls: As a courtesy, prospective patients may request a 10–15 minute introductory phone call. This is strictly to discuss if Acupuncture and Chinese Medicine are appropriate for your case. No medical advice, clinical consultations, or diagnoses will be provided during this call.

• New Symptoms & Clinical Inquiries: If you experience new symptoms or a change in your condition, please inform your practitioner via email at contact@soacupuncture.com.

• Our Protocol: No medical advice, diagnosis, or treatment adjustments are provided via phone, text, or email. Our primary recommendation is to book your next session or move your appointment to an earlier date for a proper in-person assessment.

• Established Patient Exceptions: You may call or text for brief clarifications on existing treatment guidance (e.g., herbal medicine dosages or assigned acupressure points from a previous session).

• Privacy & Scope (HIPAA): To protect your private health information, the phone is not a platform for clinical consultations. Discussions regarding outside treatments or emotional support must be reserved for your scheduled appointment to ensure you receive undivided professional attention in a private environment.

5. Building, Lobby & Privacy Policy

• Arrivals: Please wait in the front lobby or in your vehicle if you arrive early. You may use this time for the restroom or to change so you are ready at your appointment start time.

• Waiting Area: Please use the front lobby seating for waiting to respect patient privacy.

• Greeting Protocol: Your practitioner will come out to the front lobby to greet you at your appointment time.

• Loitering Policy: To comply with building security, patients and guests are asked not to loiter in the building (entrance, lobby, hallways, restrooms, treatment rooms, etc.) before or after their scheduled time. Security may question individuals staying in the building without an active appointment.

• Transportation: If you rely on ride-sharing or public transit, please schedule your pick-up/drop-off to align with your appointment window. If you arrive early, please wait in the front lobby.

• Privacy & Quiet: To respect the relaxation of other patients and clients in treatment sessions, please do not disrupt or knock on our treatment room doors outside of your designated appointment window.

• Hallway Privacy: HIPAA compliance prohibits clinical discussions or health updates in the hallways. If a conversation is needed, we will move into a private treatment room to ensure your information remains confidential.

6. Superbills, FSA & HSA

Insurance: We do not accept insurance, but upon request, we can provide a Superbill for you to send to your insurance for potential reimbursement.

FSA/HSA: We accept FSA/HSA funds, which are strictly non-refundable.

7. Prepaid Packages & Gift Certificates

• Prepaid Packages:

Payment in full is required at purchase. A Package Agreement must be signed by both the patient and provider in order to be valid.

Packages are non-transferable.

Refunds for unused sessions are prorated at the single-visit rate, minus transaction processing fees.

• Gift Certificates:

Non-refundable and redeemable for treatments at So Acupuncture.

Dollar-value certificates do not expire; service-specific certificates may have expiration dates.

Digital certificates can be recovered if purchased with a linked email.