Effective Date: October 11, 2024
Plans change. This policy explains how to change or cancel a mobile IV appointment with Advanced Mobile IV, what happens to your payment, and how we handle products that are shipped to you or collected. It applies to bookings made on www.amiv.com and forms part of our Terms and Conditions.
You may change or cancel your appointment free of charge up to 48 hours before your scheduled date and time, and you will receive a full refund of the amount paid, including any tip.
To change or cancel:
The 48-hour window is measured against the appointment time shown on your confirmation, in the local time of the service address.
Once an appointment is less than 48 hours away, a nurse has been scheduled for you and your treatment has been prepared. If you cancel during this period you may choose either:
If you cancel because of illness, a medical reason, or another circumstance outside your control, contact us - we look at these individually.
Cancellations made within 2 hours of your appointment time, or after our nurse has arrived, are non-refundable. By that point the nurse is travelling to you and your treatment has been drawn.
If our nurse arrives at the scheduled time and is unable to access the address, or nobody is present to receive treatment, the appointment is treated as completed and no refund is due.
If you are running late, please call us. We will wait wherever the schedule allows, and we would always rather treat you than charge you for a missed visit. Please also make sure the address, entry instructions and contact number on your booking are correct - most missed visits come down to an access problem that a phone call would have solved.
Rescheduling is free at any time up to 48 hours before your appointment, subject to availability in your area.
Within 48 hours, you may move your appointment once at no charge. Further changes inside that window are treated as a cancellation under section 2, and a change requested within 2 hours of the appointment is treated under section 3.
Where one booking covers several people at the same address, the sections above apply to the booking as a whole, and the following also applies if some of your party is not present:
Reducing the size of your party more than 48 hours before the appointment is free - just let us know, as the visit may be shortened and repriced.
Occasionally we have to cancel or reschedule - severe weather, a staffing issue, or a safety concern at the location. If this happens you may choose a full refund or a rebooking at a time that suits you, and we will contact you as soon as we know.
Your treatment is provided by licensed clinicians. If our nurse determines on arrival that a treatment is not clinically appropriate for you, that decision is final and you will not be charged for the treatment. Where a partial service has been provided, you will be charged only for what was delivered.
Approved refunds are returned to the original payment method. Please allow 5 to 10 business days for the refund to appear; your bank or card issuer may take longer to post it.
Tips are refunded together with the treatment they were added to. Promotional discounts are not refunded as cash - where a discount was applied, the refund is calculated on the amount actually paid.
If you paid using an HSA or FSA card, the refund returns to that same account.
Some items - including peptides, injections and test kits - are shipped to you or collected from a location rather than administered at an appointment. These are not subject to the appointment rules above.
Where an order contains both an appointment and shipped items, each part is handled under its own section of this policy.
Membership plans renew monthly and carry a minimum term of [TERM] months. You may cancel at any time after the minimum term with 30 days’ notice, and your membership remains active until the end of the current billing period.
Membership fees already charged are not refunded, and unused treatment credits expire when the membership ends. Individual appointments booked under a membership follow sections 1 to 6 of this policy.
Gift cards are non-refundable and cannot be exchanged for cash, but they are transferable and do not expire. If an appointment paid for with a gift card is cancelled under section 1, the value is returned to the gift card balance.
Promotional codes and first-time booking offers have no cash value and cannot be reissued once a booking has been cancelled.
If you have a question about a cancellation or a refund, or something has gone wrong with your booking, please contact us. Most situations are easier to resolve than this page makes them sound.
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Cancel within 48 hours of appointment date/time to get a full refund.