Effective date: Preparation only — effective date will be completed at actual general-patient release: [Actual general-patient launch date; completed at release]
Visit fee and payment
A live-video urgent-care visit costs $70 for 15 minutes. Full payment is required before appointment confirmation through ClinikEHR's designated Stripe payment workflow. Medication, pharmacy, external laboratory, imaging and referral charges are separate unless expressly stated otherwise. Payment does not guarantee a diagnosis, prescription, requested medication or that telehealth is appropriate.
If a payment succeeds but a page fails to load, contact the clinic before paying again. The clinic will reconcile the original transaction to avoid duplicate charges.
Patient cancellation, rescheduling and no-show
Please give at least 24 hours' advance notice to cancel or reschedule.
- Cancellation with at least 24 hours' notice: The full $70 remains as clinic account credit.
- Rescheduling with at least 24 hours' notice: The paid amount transfers to the replacement appointment without another full visit charge.
- Cancellation or rescheduling with less than 24 hours' notice, or a no-show: $35 is retained as the 50% cancellation/no-show fee; the remaining $35 remains as clinic account credit.
The clinic will not also charge a second $35 penalty for the same event after retaining $35 from the original payment. Applicable-law exceptions remain in effect.
Clinic cancellation or clinic/platform failure
If Luma cancels your visit, or a clinic/platform technical failure prevents any clinical evaluation from being completed, you may choose either:
- A full $70 refund to the original payment method; or
- Transfer of the full payment to a rescheduled visit.
No late-cancellation or no-show penalty applies to that clinic-caused event. Contact the clinic for individual review if a clinical evaluation has already begun or the problem concerns your own device/connection. Those situations are not automatically treated as a clinic-caused no-show or automatically covered by the no-evaluation refund rule. Legally required refunds are not limited by this policy.
Account credit: rebooking and use
If credit is issued, please rebook within 30 days of the original credit issuance date. The replacement appointment may occur at the soonest available opportunity within 180 days of that same issuance date. It does not need to occur within the 30-day rebooking period. Contact the clinic for staff-assisted scheduling and credit application; the public card checkout is not represented as supporting automatic credit redemption or all 180-day reservations.
Unused credit is not forfeited if you miss the 30-day rebooking window or the 180-day visit window. These windows govern the planned scheduling/use process, not loss of the balance owed to you. Rebooking does not restart the original credit age. Credit allocated to a qualifying replacement appointment remains available for that visit; any unused portion remains recorded separately.
Unused credit after 180 days and refunds
After 180 days from original credit issuance, Luma will make a good-faith effort to contact you and refund the remaining unused balance. Please keep your contact information current.
If that effort is unsuccessful, the balance will remain recorded as owed to you without a clinic-imposed expiration or forfeiture. The clinic does not plan repeated voluntary outreach after an unsuccessful documented effort, but will carry out any further notices, refunds, reporting or transfer of unclaimed funds required by applicable law. Retention in the clinic ledger is subject to those duties; the clinic does not acquire ownership of the unused balance merely because time passes or you cannot be reached.
After the 180-day window, submit a written request for a refund of your remaining unclaimed credit. Luma will issue the refund within seven business days of receiving the written request. This is the clinic's refund-issuance commitment; your bank or payment provider may take additional time to post it. Refunds required earlier by applicable law or under the clinic-cancellation, clinic/platform-failure or clinician-ineligibility exceptions are not delayed until day 180.
The refund is for the remaining unused balance, after appropriate, previously disclosed fee treatment and any actual credit use. Canceling unused-credit forfeiture does not itself reverse the disclosed $35 late/no-show fee. Staff reconcile the original payment, fees, credit use and any previous refund so the same amount is not refunded or charged twice.
How to send a written request or obtain assistance
For administrative requests, write to contact@golumawellness.com or mail:
Luma Wellness, LLC — Practice Manager
1070 Montgomery Rd, Unit 318
Altamonte Springs, FL 32714-7420
US
Identify the request as a cancellation, rescheduling or unused-credit refund request and provide only the administrative information needed to locate it. Do not send symptoms, medical history, card numbers, bank details or passwords in ordinary email. The clinic can arrange an appropriate secure method for any sensitive verification. Request human assistance or a reasonable alternative by calling 386-227-7580.
For written requests, the clinic records the time received; an automated reply alone is not confirmation that an appointment changed or a refund was issued. Calls and messages may not be answered immediately and are not emergency services.
Additional rights and exceptions
Clinician-determined medical ineligibility and legally required refunds remain exceptions to the ordinary account-credit treatment. This policy does not waive applicable consumer, refund, payment-dispute or unclaimed-property rights. Ordinary appointment payments are not automatically cash-refundable solely upon cancellation before the separate unused-credit refund process or another applicable exception.
For a medical emergency, call 911 or seek immediate emergency care; do not wait for a message or refund request to be processed.
Financial acknowledgment
I have read the urgent-care fee, payment, cancellation/rescheduling, no-show, account-credit and refund terms. I understand that unused credit is not forfeited for missing the rebooking/use windows and that applicable legal rights remain in effect.
This acknowledgment is separate from telemedicine consent and receipt of the Notice of Privacy Practices. No signature has been supplied by the clinic or assistant on the patient's behalf.