Refund Policy
Overview
Hawaii Behavioral Health Services, LLC ("HBHS," "we," "us," or "our") is committed to transparent billing practices. This Refund Policy outlines our approach to payments, cancellations, and refunds for clinical services. Please read this policy carefully before beginning services with us.
Clinical Services
All clinical services provided by HBHS — including individual counseling, group therapy, PHP, and IOP — are billed per session or per programme, as agreed upon prior to the commencement of services.
Because clinical time involves real costs (clinician preparation, coordination, and facility use), completed sessions are generally non-refundable once services have been rendered.
Cancellation Policy
We understand that life circumstances can change. Our cancellation guidelines are as follows:
- 24+ hours notice: No cancellation fee. Appointments may be rescheduled at no additional charge.
- Less than 24 hours notice: A late cancellation fee may apply. Please contact our office to discuss your situation — we handle extenuating circumstances with compassion.
- No-shows: Missed appointments without prior notice may be billed as a no-show fee.
Prepayments & Deposits
In cases where a prepayment or deposit has been collected for a programme or service package, and the client chooses to discontinue services before completion, any eligible refund will be calculated on a pro-rata basis for unused sessions. Refund requests must be submitted in writing within 30 days of the last attended session.
Insurance Billing
If your services are billed through insurance, refunds and adjustments are subject to your insurance carrier's policies. Any overpayments collected will be refunded to the original payor within a reasonable timeframe upon completion of insurance processing. Please contact our billing team for assistance with insurance-related queries.
Exceptions
We recognise that exceptional circumstances — including medical emergencies or unavoidable events — may arise. Refund requests in such cases will be reviewed on an individual basis by our administrative team. We are committed to handling every situation with empathy and fairness.
How to Request a Refund
To request a refund or discuss your billing, please contact us:
- Email: hibehavioralhealthservices2@gmail.com
- Phone: (808) 691-9019
- Address: 803 Kamehameha Hwy, Pearl City, HI 96782
Approved refunds will be processed within 10 business days using the original payment method where possible.