Refund Policy

Dr. Shelley Hardin, DTP  |  Physical Therapy & Pilates Reformer Specialist
Austin, Texas

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Our Commitment to Patient Satisfaction

At TheGrapplersPT, Dr. Shelley Hardin is committed to providing exceptional physical therapy and pilates reformer training to Austin's active community. We understand that healthcare decisions are important, and we want you to feel confident in your investment in your health and recovery.

 

Physical Therapy Services Refund Policy

Initial Evaluation Refunds
 

• 100% refund available if you are not satisfied with your initial physical therapy evaluation within 24 hours of your appointment

• Applies to: First-time patients who have not previously received treatment at our Austin clinic

• Process: Contact our office within 24 hours to request evaluation refund

Treatment Session Refunds
 

• Individual sessions may be refunded if you are unsatisfied with the quality of care received

• Package deals for multiple physical therapy sessions include pro-rated refunds for unused sessions

• Refund requests must be made within 7 days of the session in question

• Medical necessity: Refunds may be limited if treatment is medically necessary and appropriate care was provided

Insurance-Related Refunds
 

• Full refund provided if insurance coverage is denied and patient was incorrectly informed of coverage

• Overpayment refunds processed within 30 days of insurance payment resolution

• Co-pay adjustments handled according to your specific insurance plan requirements

 

Pilates Reformer Training Refund Policy

Single Session Refunds
 

• First pilates session refund available within 48 hours if you are not satisfied with the reformer training experience

• Subsequent sessions may be refunded within 24 hours of the session date

• Equipment or instruction concerns will be addressed immediately with full refund if resolution is not possible

Package and Membership Refunds
 

• Multi-session packages include pro-rated refunds for unused sessions when requested with 14 days notice

• Monthly memberships may be cancelled with 30 days written notice, with partial refund for remaining days

• Medical limitations: Full refund provided if medical condition prevents safe participation in pilates training

Reformer Equipment Issues
 

• Full session refund if equipment malfunction prevents completion of your pilates training

• Rescheduling option offered as alternative to refund when equipment issues occur

 

Medical and Safety Considerations

Injury or Adverse Reaction
 

• Immediate refund provided if treatment causes unexpected injury or adverse reaction not related to normal treatment progression

• Medical documentation may be required for injury-related refund requests

• Alternative treatment options discussed before refund processing when medically appropriate

Contraindications Discovery
 

• Full refund if medical contraindications are discovered that prevent safe treatment continuation

• Physician clearance requirements that prevent treatment participation qualify for full refund

• Pre-existing condition disclosure affects refund eligibility if not communicated prior to treatment

 

Cancellation and No-Show Policy

Appointment Cancellations
 

• 24-hour notice required for physical therapy appointment cancellations to avoid charges

• 12-hour notice required for pilates reformer session cancellations

• Emergency situations (illness, family emergency) may qualify for same-day cancellation without penalty

No-Show Policy
 

• First no-show: Warning issued with no charge

• Second no-show: 50% session fee charged

• Third no-show: Full session fee charged, may affect future scheduling

• Repeated no-shows may result in requirement for prepayment of future sessions

 

Refund Processing and Timeline

Processing Time
 

• Credit card refunds: 3-5 business days

• Cash payment refunds: Available immediately during business hours

• Insurance refunds: 10-15 business days depending on insurance processing

• Check refunds: 7-10 business days

Refund Methods
 

• Original payment method used for all refunds when possible

• Alternative methods available if original payment method is no longer valid

• Partial refunds calculated based on pro-rated session values and packages

 

Austin Physical Therapy Standards

Professional Care Standards
 

Our Austin physical therapy and pilates reformer services meet or exceed:

• Texas Physical Therapy Practice Act requirements

• American Physical Therapy Association practice guidelines

• Pilates Method Alliance certification standards

• HIPAA privacy and security regulations

Quality Assurance
 

• Continuing education ensures Dr. Hardin maintains current best practices in physical therapy and pilates

• Evidence-based treatment approaches used for all physical therapy interventions

• Patient feedback actively solicited and incorporated into service improvements

• Equipment maintenance performed regularly to ensure safe, effective pilates reformer training

 

Special Circumstances

Travel Restrictions
 

• Relocation refunds available for unused sessions when moving more than 50 miles from Austin

• Extended travel (30+ days) qualifies for session credit or partial refund

• Military deployment receives full refund for unused services

Package Transfers
 

• Family member transfers allowed for unused sessions in certain circumstances

• Gift certificate refunds available within 60 days of purchase if unused

• Corporate package adjustments handled on case-by-case basis

 

Dispute Resolution

Internal Resolution Process
 

1. Direct communication with Dr. Hardin to address concerns

2. Office manager review of refund request and circumstances

3. Written documentation of resolution attempts and outcomes

4. Final decision communicated within 7 business days

External Options
 

• Texas Physical Therapy Board complaint process available for professional practice concerns

• Better Business Bureau mediation services for business practice disputes

• Professional liability insurance coverage addresses treatment-related concerns

 

Contact Information for Refund Requests

TheGrapplersPT
Dr. Shelley Hardin
1915 East Martin Luther King Blvd, Suite 214
Austin, TX 78702

Phone: ‪(512) 693-7507‬
Email: info@TheGrapplersPT.com
Website: thegrapplerspt.com
 

Office Hours
 

Monday:  Closed

Tuesday:  9 AM - 7 PM

Wednesday:  9 AM - 7 PM

Thursday:  9 AM - 7 PM

Friday:  9 AM - 7 PM

Saturday:  Closed

Sunday:  Closed

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Policy Updates

This refund policy is reviewed annually and updated as needed to reflect current practices and regulatory requirements. Patients will be notified of any policy changes that affect their existing treatment plans or package agreements.

Last Updated: August 20, 2025
 

This policy reflects our commitment to transparent, ethical healthcare practices in Austin, Texas. Questions about refunds or this policy should be directed to our office for clarification and assistance.