Cancellation Policy

How HYDROINFUSION handles cancellations, rescheduling, no-shows, and membership changes across our concierge wellness, longevity, and telehealth services.

HYDROINFUSION operates as a concierge mobile medical practice. Each appointment reserves clinician time, schedules travel, and triggers the preparation of patient-specific supplies and medications. When a visit is cancelled with insufficient notice, those resources cannot be reassigned. This policy explains the notice required, the fees that apply, and how to cancel.

By booking an appointment, enrolling in a program, or activating a membership, you agree to the terms below.

Quick reference

Concierge wellness (IV therapy & vitamin injections)

Concierge IV and injection visits are reserved for a specific clinician, time window, and Chicago address. Cancellations made at least 24 hours before the scheduled arrival window incur no fee.

Late cancellations

Cancellations made less than 24 hours before the scheduled arrival window are charged 50% of the booked service price. This covers clinician scheduling and the inability to reassign the visit.

No-shows and inaccessible visits

If our clinician arrives at the confirmed address and the patient is not available, does not respond within 15 minutes, or refuses the visit, the appointment is treated as a no-show and charged at 100% of the booked service price.

Rescheduling

You may reschedule a concierge wellness visit at no charge if the request is made at least 24 hours in advance. Same-day reschedule requests are accommodated when our schedule allows; if the visit cannot be moved, the late cancellation fee applies.

Longevity programs (hormones, peptides, GLP-1, NAD+, biomarker testing)

Longevity services include lab-guided consultations, prescription programs, and biomarker testing. Most services are subscription-based and clinician-supervised.

Initial and follow-up consultations

Consultations cancelled with at least 24 hours' notice incur no charge. Cancellations made less than 24 hours in advance, and no-shows, are charged a $150 fee.

Active prescription programs

Once a prescription has been issued and shipped — including GLP-1, TRT/HRT, peptide kits, and similar programs — the dispensed medication is non-refundable. You may cancel the program for future cycles, but already-shipped medication cannot be returned, exchanged, or credited under federal and state pharmacy law.

Lab and biomarker orders

Lab orders cancelled before specimen collection incur no fee. Once a specimen has been drawn or kits have been shipped, the lab fee is non-refundable.

Telehealth visits

Virtual consultations through our telehealth funnel may be cancelled or rescheduled at no charge with at least 12 hours' notice. Cancellations inside the 12-hour window, and no-shows, are charged a $75 fee.

If you experience a technical issue at the start of your visit, contact us within 10 minutes of the scheduled time. We will attempt to reconnect or reschedule at no charge when the issue is on our side or is a documented connectivity problem.

Memberships

HYDROINFUSION memberships are billed on a recurring monthly or annual cycle. Members receive priority scheduling, member pricing, and program inclusions described in the member agreement.

Cancelling a membership

You may cancel a monthly membership at any time by giving at least 10 days' notice before the next billing date. Cancellations received inside the 10-day window take effect at the end of the following billing cycle.

Annual memberships

Annual memberships are paid in advance and are non-refundable after the first 14 days. After day 14, you may cancel future renewals but the current annual term remains active until its scheduled end date.

Unused member benefits

Member benefits — including included visits, injections, or program inclusions — do not roll over after the membership ends and have no cash value.

Pausing a membership

Members in good standing may request a one-time pause of up to 60 days per calendar year. Submit pause requests at least 7 days before the next billing date.

Provider-initiated cancellations

HYDROINFUSION may cancel or reschedule a visit when:

• Severe weather or unsafe travel conditions affect the Chicago service area.
• A clinician determines the visit is not clinically appropriate at intake or on arrival.
• The patient cannot be safely identified, is intoxicated, or presents safety concerns to the clinician.
• Required medications or supplies are not in place.
• An emergency at the practice prevents the visit from proceeding.

If we cancel a visit for any of the reasons above, you will not be charged a cancellation fee. We will offer the next available appointment at no rescheduling charge. Where a deposit was collected, it will be applied to the rescheduled visit or refunded at your option. Our separate arrival-time commitment is described in our Service Guarantee Terms.

How to cancel or reschedule

Cancellations and reschedule requests are accepted through any of the following channels. We confirm every request in writing — please retain the confirmation as your record.

• Patient portal: log in at ivhydroinfusion.com and use the appointment menu.
• Contact form: submit your request through our Contact Us page.

Refunds

Refunds, where applicable, are issued to the original payment method within 7–14 business days of approval. Dispensed medications, drawn lab specimens, and shipped pharmacy products are not eligible for refund. Membership refunds are governed by the membership terms above.

Changes to this policy

HYDROINFUSION may update this policy from time to time. The current version is always posted at this URL. Material changes affecting active members will be communicated through the patient portal at least 30 days before they take effect.

This Cancellation Policy is a contractual document governing scheduling and billing practices. It does not modify clinical decisions, prescription dispensing rules, or insurance coverage determinations. For our full terms, see our Terms, Privacy Policy, and Service Guarantee Terms.