NO-SHOWS, cancellations & REFUNDS
Cancellations and appointment reschedule requests must be submitted with 2-business day's notice (a minimum of 48-hours, not including weekends). Cancellations given with less than 2-business day's notice will be a charged a late cancellation fee (50% of à la carte consultation cost).
No-shows will be charged the full à la carte cost of the missed appointment. Payment is due within 14 days of the missed appointment.
At this time, Wise Bear Functional Nutrition does not issue any refunds for services or product. All sales are final. Unopened bottles of supplements may be returned within 30-calendar days of purchase date for a credit on your account.
Serina or a member of the Wise Bear Team will respond to all communications (phone calls, video calls, emails, messages, PINGs, etc.) within 2 business days. We are often able to respond in less than 2 business days' time, but our response policy is 2 business days' time and within normal business hours. Please be sure to review our current hours of operation in the footer of our website for the most up-to-date information about our office hours.
As a client of Wise Bear Functional Nutrition, LLC, ("Wise Bear" or "the Wise Bear Team") it is your responsibility to contact us with any questions, comments, symptoms, updates, or concerns. We do our very best to maintain open communication between consultations, but we are not quite able to read minds just yet. So, this means that we will not be able to help, answer, or trouble shoot any problems you may have unless we know that you are experiencing them. As part of you Membership, Wise Bear will provide you with a personal, secure, client portal through which you may communicate any questions, comments, and/or concerns.
In conjunction with our policy above, we ask that you leave just one (1) message per request, comment, concern, etc. and presume that we have received this message and will respond to you as promptly as we can within normal hours of operation. However, if for some reason you do NOT receive a response from us within 2 business days' time and within normal hours of operation, please send a second message or give us a call. We understand that technology is not perfect and that sometimes messages can be sent to SPAM accidentally, and we do not want your request/comment/message to be missed.
Understand that Serina and the Wise Bear Team highly values clear communication, and strives to offer support to you through easy-to-understand methods. We value and understand the importance of clear communication, therefore, please do your very best to communicate using clear, complete sentences and to formulate your questions with care in order to promote the most effective use of time in correspondence with Serina and the Wise Bear Team. We will offer you the same courtesy
Serina and/or the Wise Bear Team will provide me with post-consultation notes, a Nutritional Recommendation Sheet ("NRS"), and any applicable additional information or resources in order to best support me on my journey to health and wellness after each consultation. It is Wise Bear’s policy to provide these post-consultation communications within 5-business days. Please recognize that Serina and/or the Wise Bear Team is typically able to provide these notes to you sooner than this, but that the policy states that these services will be provided within 5-business days' time and within normal hours of operation after my consultation. Additionally, if you need clarification on any of your post-consultation notes/resources/etc., it is YOUR RESPONSIBILITY to contact Serina and/or the Wise Bear Team for clarification. We cannot help you if we do not know that you are struggling.
Please note: Weekends, holidays, office closings, and vacations may influence our normal hours of operation. Notifications of office closings will be posted on the Wise Bear scheduling website should any questions arise, and will also be posted in our Calendar of Events on this website for reference.
Wise Bear Functional Nutrition, LLC takes reasonable precautions to ensure your privacy and confidentiality. Any information you submit to us shall remain strictly confidential to the best of our knowledge and capacity. Only your practitioner shall have access to your health information. Information submitted to Wise Bear Functional Nutrition, LLC using your personal, secure Client Portal (Basecamp) shall remain strictly confidential.
Certain members of the Wise Bear team may have access to certain pieces of your information, such as unpaid invoices and schedule information, for the purposes of making collections calls, or managing your consultation schedule.
CLIENT PORTAL: WISE BEAR COMMUNITY MODULE
The Community Module inside of our client portal is NOT confidential. Anything you choose to post, interact with, or comment on within that specific module shall be available for anyone else inside that module to see and interact with. It is your responsibility to take care before posting anything in your Client Portal to be sure of which module you are posting within (your personal client file or the Community module). Wise Bear Functional Nutrition, LLC is not responsible for miss-posted information and in some cases may not be able to remove miss-posted content. This is why it is essential that you double check where you are posting before you post a message.
You may choose to opt-in or opt-out of the Community Module at any time, and you will never be automatically added to the Community Module
Wise Bear Functional Nutrition, LLC will not share your information with anyone or any entity. All of your information will remain confidential.
Some clients would like us to speak with other members of their health care team. If that is the case, we will need your written permission prior to sharing any information with any party other than yourself.
PRIVACY & CONFIDENTIALITY
All Memberships have an expiration date.
The expiration date of your Membership depends on the length of your Membership Contract. The expiration date a standard support Membership is 31 days from the start of your Membership month. Maintenance Memberships will expire 6-months after the start date of the Maintenance Membership. Standard (non-maintenance) Memberships must be renewed every 31 days in order to be considered an Active Membership.
Memberships are non-refundable.
Membership cancellation requests must be submitted a minimum of 5 business days prior to your next billing cycle.
Example: if your membership is set to renew on the 10th of the month, you must submit a cancellation request no later than the 5th of the month.
To cancel your membership, please contact: firstname.lastname@example.org