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Policies

 

Office Policies: Wise Bear Functional Nutritioin,LLC

 

 
 

Communication

FROM US

Serina and 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.

FROM YOU

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.

policy for credit use in communications 

One (1) credit is equal to 15-minutes of practitioner time. Practitioner time includes both the time spent with you as well as time spent preparing your post-consultation notes and posting them to your Client Portal. For example: One (1) credit may be used for a email/messaging session that is between 6-15 minutes in length, as everything you need is typed out already. One (1) credit may also be used for a phone/video/in-person correspondence/consultation lasting between 6-10 minutes, as your practitioner will need time to type and post your notes.

Communications lasting fewer than 5-minutes will not utilize any credits unless a string of communications last for multiple 5-minute increments. In this circumstance, your practitioner (Serina Vassar) reserves the right to utilize a credit for your communication time at her discretion. 

 

post-consultation Notes & Correspondence

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. I recognize that Serina and/or the Wise Bear Team is typically able to provide my notes to me sooner than this, but that the policy states that these services will be provided to me within 5-business days' time and within normal hours of operation after my consultation. Additionally, if I need clarification on any of my post-consultation notes/resources/etc., it is MY responsibility to contact Serina and/or the Wise Bear Team for clarification. They cannot help me if the do not know that I am 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.

Credits & memberships

All Memberships (Support and Maintenance) are non-transferable and non-refundable.

expiration policy

All credits and Memberships have an expiration date.

The expiration date of your Membership depends on the length of your Membership Contract. The expiration date of credits available to you through your Support Memberships (SPROUT or GROW) is 31 days from the start of your Membership month; all unused credits will expire at this time. A new set of credits will be applied to your account every 31 days for the duration of your Support Membership Contract.  

The expiration date of credits available to you through your Maintenance Memberships (FLOURISH or SUSTAIN) depends on the end-date of your Membership Contract; all unused credits will expire at the end of your Maintenance Membership Contract.

Membership Cancellation Policy

Month-to-Month billing

You may cancel your membership at any time. All memberships are non-refundable and non-transferable. 

Multi-Month Contracts

You may cancel your membership at any time. All memberships are non-refundable and non-transferable.  

Pre-Paid Memberships (paying for multiple months in a row at one time, rather than month-to-month billing)

You may cancel a pre-paid membership at any time. Pre-paid contracts are non-refundable and non-transferable.

To cancel a membership, please contact: support@wisebearfn.com

 
 
 

Privacy & Confidentiality

 Wise Bear Functional Nutrition, LLC takes reasonable precautions to ensure your privacy and confidentiality. Any information you submit to us shall remain strictly confidential. Only your practitioner shall have access to your health information. Information submitted to Wise Bear Functional Nutrition, LLC using your personal, secure client portal 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.

Sharing Information

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.

 
 
 

Cancellations, no-shows & 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.