Cancellation Policy, Timing Policies, and Nurse Dispatch Fees
Cancellation & Rescheduling Policy
Due to the high volume of requests, Navo requires a valid credit card to secure appointments. Credit card information is securely stored through our online payment processing software, Stripe, and will only be used after you receive the service or in case of any cancellations, no-shows, or rescheduling events. Alternative methods of payment are accepted at the time of the appointment.
If cancelling within less than 12 hours of your appointment, you authorize us to charge a $100 late cancellation fee to the card on file.
If cancelling within less than an hour of your appointment or at the time of your appointment, you authorize us to charge a cancellation fee equal to 50% of the service booked to the card on file.
If our staff cannot reach you at the time and location of your appointment, you will be charged the full amount of the service booked.
Clients may reschedule their appointments with at least 24 hours' notice prior to their originally scheduled time. Failure to provide 24 hours' notice will be subject to our standard cancellation policy. Any additional rescheduling requests will be accompanied by a $100 rescheduling fee in addition to the full amount of the service booked once the services have been provided.
Arrival & Timing Policies
In-Spa Appointments: Clients are advised to arrive at least 30 minutes prior to their scheduled treatment time. Failure to arrive on time will result in a shortened session, which may diminish the effectiveness and overall quality of the treatment. All treatments will conclude at the originally scheduled end time to avoid delays for subsequent clients. The full treatment fee will remain applicable regardless of late arrival.
Mobile Appointments: Clients are required to be prepared for their scheduled appointment at least 10–15 minutes in advance of the nurse’s arrival. Delays in readiness may result in a shortened infusion, which may diminish its effectiveness and overall quality. All treatments will conclude at the originally scheduled end time to avoid delays for subsequent clients. The full treatment fee will remain applicable regardless of delays.
Late Arrivals: Should a client arrive or commence treatment more than 15 minutes past the scheduled start time, an additional fee of $50 per 15 minutes will be assessed to compensate for the nurse’s time.
Timing Considerations for NAD IV Infusions
Due to the unique nature of NAD IV infusions, treatment time may vary based on individual tolerance. The following time allotments are provided as a guideline:
NAD 100mg – Allotted time: 1.5 hours. If the infusion exceeds this time, a fee of $50 per 30 minutes will be charged to the card on file.
NAD 250mg – Allotted time: 2 hours. If the infusion exceeds this time, a fee of $50 per 30 minutes will be charged to the card on file.
NAD 500mg – Allotted time: 2.5 hours. If the infusion exceeds this time, a fee of $50 per 30 minutes will be charged to the card on file.
Nurse Dispatch Fees
Under the circumstance that a nurse is dispatched to the location of the appointment, but the IV infusion can not be commenced for any of the following reasons, a dispatch fee equal to the full amount of the service booked will be charged to the card on file.
The nurse is authorized to make a decision based on the following circumstances:
Nurse unable to place IV catheter after 3 attempts due to client’s condition (for example, poor venous access, IV infiltration, etc)
Nurse notes obvious alcohol intoxication or drug abuse during the time of the appointment.
Nurse observes that baseline vital signs are out of range.
Nurse discontinues IV infusion due to vasovagal response, client inability to tolerate infusion, or client refusal to continue with infusion.
Nurse attempts IV placement once with no success, client refuses to allow the nurse to attempt IV placement a second time.
Nurse perceives a hostile or unsafe environment created by the client.
Nurse notes unsanitary conditions at appointment location.