Cancellation and Refund Policy

Last Updated: September 20, 2026

Heartwise Animal Wellness, LLC understands that plans can change. Because each session is reserved specifically for you and may involve client-specific preparation and intuitive animal communication before the scheduled consultation, the following policy applies.

Key Points

  • Please provide at least 24 hours’ notice to cancel or reschedule.

  • Cancellations or rescheduling requests made with less than 24 hours’ notice are non-refundable.

  • A session becomes non-refundable once pre-session work has begun.

  • No-shows are forfeited and are not eligible for a refund or complimentary rescheduling.

  • If Heartwise cancels or reschedules your appointment, you may choose between a free rescheduled appointment or a full refund of the affected session fee.

  • Approved refunds for packages are calculated using the regular individual-session rate for completed sessions.

Relationship to Other Heartwise Policies

This Cancellation & Refund Policy is incorporated into and forms part of the Heartwise Animal Wellness Terms & Conditions. It is subject to the Terms & Conditions, including the provisions addressing scheduling, payments, refunds, technology, limitation of liability, consumer rights, and termination of services.

If there is any conflict or inconsistency between this policy and the Terms & Conditions, the Terms & Conditions control.

This policy should also be read together with the Heartwise Animal Wellness Privacy Policy, which explains how personal information is collected, used, stored, and shared.

Cancellations & Rescheduling

Heartwise Animal Wellness requires at least 24 hours’ notice to cancel or reschedule an appointment.

All time periods under this policy are measured in the Eastern Time Zone (America/New_York), which is the time zone used for Heartwise scheduling. The notice period is calculated from the scheduled start time of the appointment.

Cancellations or Rescheduling With at Least 24 Hours’ Notice

When a client cancels or requests to reschedule at least 24 hours before the scheduled appointment:

  • The client may move the appointment to another available appointment time at no additional charge.

  • The rescheduled appointment must be booked within 90 days of the original appointment date.

  • A client may reschedule a particular appointment a maximum of two times.

  • An appointment that is not rescheduled within the applicable time period is forfeited and non-refundable.

A timely cancellation does not automatically entitle the client to a refund. Refund eligibility depends on the applicable provisions of this policy, including whether pre-session work has begun and whether a refund is required by applicable law.

Cancellations or Rescheduling With Less Than 24 Hours’ Notice

Cancellations or rescheduling requests made less than 24 hours before the scheduled appointment are non-refundable, and the appointment will be forfeited.

No-Shows

A missed appointment without notice is considered a no-show. No-show appointments are:

  • Forfeited;

  • Non-refundable; and

  • Not eligible for complimentary rescheduling.

Late Arrival

Clients are responsible for joining the remote consultation on time with working technology and a functioning internet connection.

If a client joins more than 15 minutes after the scheduled start time, Heartwise may treat the appointment as a no-show. The session will not be extended to make up for late arrival.

Repeated late arrival may be treated as a no-show at Heartwise’s discretion.

Pre-Session Work

Animal communication and other preparation may be completed before the scheduled consultation.

When Pre-Session Work Begins

Pre-session work is deemed to have begun when Heartwise:

  1. Commences intuitive connection or communication with the animal; or

  2. Begins other client-specific preparation for the session,

whichever occurs first.

Once pre-session work has begun, the session is non-refundable, including when the client provides more than 24 hours’ notice of cancellation.

This rule reflects the time, preparation, and client-specific work devoted to the animal. That work generally cannot be resold or used for another client.

Heartwise may, as a discretionary courtesy and not as a client entitlement, allow completed pre-session work to be applied toward a rescheduled appointment. Any such accommodation is determined by Heartwise on a case-by-case basis and does not change the non-refundable status of the original session.

Refunds

Completed sessions are non-refundable.

A session is also non-refundable once pre-session work has begun.

For a session that has not yet begun and for which pre-session work has not started, a refund request will be handled under the applicable cancellation terms, the timing of the request, and any mandatory consumer protection rights that apply.

Refunds are not automatic merely because a client cancels with at least 24 hours’ notice. When a refund is approved, the refund will be issued to the original payment method within 5–10 business days, less any payment-processing fees that Heartwise cannot recover.

The actual time for a refund to appear may depend on the payment provider and the client’s financial institution.

Multi-Session Packages

Multi-session packages are offered at a discounted rate based on the client’s commitment to purchase and use multiple sessions.

Each package includes 3 sessions and must be used within 12-months from the date of purchase or first appointment, as stated at the time of booking.

Unused package sessions expire after the stated validity period and are non-refundable unless otherwise required by applicable law or approved in writing by Heartwise Animal Wellness.

If a refund for unused package sessions is approved:

  • Sessions already completed will be recalculated at the regular individual-session rate;

  • The recalculated amount for completed sessions will be deducted from the amount paid; and

  • Any remaining balance may be refunded in accordance with this policy.

Unused package sessions are non-transferable unless Heartwise Animal Wellness approves a transfer in writing.

[Please confirm the number of sessions and validity period for each package before publishing.]

Payment Timing

Payment is due at the time of booking unless otherwise stated.

All amounts are stated in United States dollars and are exclusive of applicable taxes. The price displayed and accepted at the time of booking applies to that booking. Heartwise may change prices for future bookings.

Technology and Remote Sessions

Heartwise services are provided remotely. Clients are responsible for:

  • Joining the consultation on time;

  • Providing accurate contact and intake information;

  • Having working equipment;

  • Maintaining a functioning internet or telephone connection; and

  • Using any required third-party scheduling or communication platform.

Heartwise is not responsible for technical problems caused by the client’s equipment, internet connection, software, or other technology.

Heartwise is also not responsible for outages or interruptions caused by third-party service providers, including scheduling, video conferencing, email, payment, or internet providers.

If technical problems substantially prevent a session from proceeding, Heartwise may offer to reschedule the appointment. When the problem is caused by the client’s equipment or connection, the session remains non-refundable.

If a technical problem is caused by Heartwise or a third-party platform and substantially prevents the session from proceeding, the client will be offered the choice described in the Heartwise-Initiated Cancellations section below.

Heartwise-Initiated Cancellations

If Heartwise Animal Wellness cancels or reschedules an appointment because of illness, emergency, technical issues, or another circumstance outside reasonable control, the client may choose either:

  1. A rescheduled appointment at no additional charge; or

  2. A full refund of the affected session fee.

The choice belongs to the client.

If a package appointment is affected, the applicable package session will be restored, or the client will receive the corresponding refund required under the package terms.

Termination for Cause

Heartwise Animal Wellness may decline, discontinue, cancel, or terminate services for reasons including:

  • Harassment or abusive conduct;

  • Safety concerns;

  • Requests outside the scope of Heartwise services;

  • Requests involving urgent veterinary or emergency intervention;

  • Requests involving inappropriate or unethical treatment of an animal; or

  • Circumstances in which continuing the professional relationship is no longer appropriate.

If Heartwise terminates the relationship for cause, unused prepaid sessions are non-refundable.

If Heartwise generally discontinues its services, rather than terminating a particular client relationship for cause, unused prepaid sessions will be refunded in accordance with this policy.

Chargebacks and Payment Disputes

Clients agree to contact Heartwise Animal Wellness before initiating a chargeback or payment dispute so that the issue can be reviewed and addressed directly.

If a client initiates a chargeback, Heartwise may respond to the payment provider with relevant documentation, including:

  • This Cancellation & Refund Policy;

  • The Heartwise Terms & Conditions;

  • Booking information;

  • The client’s acknowledgement of the applicable policies;

  • Records of cancellation or rescheduling communications; and

  • Records showing whether pre-session work had begun.

A chargeback does not automatically override this policy or the Terms & Conditions.

Consumer Protection Rights

Nothing in this policy is intended to limit or exclude any right a client has under mandatory consumer protection law in the client’s jurisdiction.

If a client has a statutory right of cancellation or withdrawal—for example, a 14-day cancellation or withdrawal right available to certain consumers in the European Union or United Kingdom, or rights provided under applicable United States state consumer protection laws—that right will prevail over this policy to the extent required by law.

Such rights may not apply in certain circumstances, including where a service has been fully performed with the client’s consent or where pre-session work has begun at the client’s request.

Governing Law and Jurisdiction

This policy is governed by the laws of the State of Michigan, United States, without regard to conflict-of-law principles.

To the fullest extent permitted by applicable law, exclusive venue for any dispute arising from or relating to this policy or Heartwise services will be in the state or federal courts located in Oakland County, Michigan.

Contact

If you need to cancel or reschedule an appointment, please contact Heartwise Animal Wellness as soon as possible using the information below:

Heartwise Animal Wellness, LLC
Amanda Bate
Email: amanda@heartwiseanimalwellness.com
Website: www.heartwiseanimalwellness.com

Acknowledgement

By booking a session, purchasing a package, or making a payment, you acknowledge that you have read, understood, and agreed to this Cancellation & Refund Policy, the Heartwise Animal Wellness Terms & Conditions, and the applicable provisions of the Heartwise Animal Wellness Privacy Policy.