Office Policies

At So Acupuncture, we value your time, the time of our patients, and the time of our staff. These policies ensure consistent, high-quality care, clear communication, and a smooth experience for everyone.

Booking & Payment

• Online Bookings: All appointments are prepaid via Stripe (major debit/credit cards accepted). Online payments include Stripe’s standard transaction fees (2.9% + $0.30 per booking).

• In-Person Payments: Accepted after completing your appointment and booking your next visit:

Cash or Check: No transaction fees.

Credit/Debit Card: 2.7% + $0.05 per transaction via Stripe Card Reader.

New Patient Intake Forms

• All new patients complete Pre-Visit Intake Forms (Parts A & B) at least 24 hours before their first appointment.

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

• You will receive a Welcome Email with a secure link after booking. Missing it? Contact contact@soacupuncture.com or call/text 951-268-0208.

• Forms are only provided to confirmed patients for privacy and accurate care.

Cancellations & Rescheduling

• Notice Required: Please provide at least 24 hours’ notice for cancellations or rescheduling. Email is preferred (contact@soacupuncture.com) or call/text (951-268-0208).

• Late Cancellations & No-Shows: Appointments canceled with less than 24 hours’ notice or missed without notice are charged 100% of the session fee.

• Exceptions: Emergency situations are considered on a case-by-case basis. Please contact us as soon as possible.

Refunds

• Prepaid Online Sessions: Refunds issued minus Stripe processing fees (non-refundable to the clinic).

• Cash/Check Payments: Full refund if cancellation meets the 24-hour policy.

• Herbal Prescriptions: All herbal products are final sale once dispensed or shipped. Refunds/exchanges are allowed only for confirmed safety issues, contamination, or shipping errors.

Unexpected reactions? Discontinue use immediately and contact the clinic.

Some unopened products may be eligible for exchange within 7 days if approved by the manufacturer.

• Lab Orders: Orders initiated via Fullscript. Refunds only possible if the kit hasn’t shipped or the sample hasn’t been collected, and are subject to Fullscript approval. Once submitted, refunds are generally not available, except in rare lab errors or specimen issues.

No-Shows & Late Arrivals

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

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

• Shortened Sessions: Practitioners may offer a shortened session if time allows; full fee still applies.

• Reminders: Emails are sent for all appointments. Policies still apply if a reminder is not received.

Superbills & Insurance

• We do not bill insurance directly, but upon request, we can provide Superbills for potential reimbursement. Patients with acupuncture coverage can submit Superbills to their insurance provider for potential reimbursement.

• FSA/HSA Funds: Accepted, but payments are non-refundable.

Prepaid Packages

• Payment in full is required at purchase.

• Packages are non-transferable; expiration dates are detailed in the Patient Prepaid Package Agreement.

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

Gift Certificates

• Non-refundable and redeemable for treatments at So Acupuncture.

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

• Lost/stolen physical certificates cannot be replaced. Digital certificates can be recovered if purchased with a linked email (contact@soacupuncture.com).