Refund Policy

Last Updated: [February 08, 2026]

This Refund Policy describes how refunds, cancellations, rescheduling, and returns work for purchases made through jo.institute (the “Site”) and/or through Journey Orthopaedic Institute, LLC (“JOI,” “we,” “us,” “our”).

1) General Rule

All sales are final unless a refund is explicitly permitted under this policy or required by applicable law.

2) Clinical Services (In-Person and Virtual Visits)

A. Cancellations and rescheduling

You may cancel or reschedule an appointment at least [24/48] hours before the scheduled start time to avoid a cancellation fee.
Cancellations made within [24/48] hours of the appointment time, or no-shows, may be charged [a fee / up to 100% of the visit fee].

B. Refunds for completed services

Once a clinical visit has occurred (virtual or in-person), the service is considered delivered and is not refundable.

C. Late arrivals

If you arrive late, we may need to shorten the visit to respect other patients’ schedules. The visit fee remains the same. If you are more than [10/15] minutes late, we may treat it as a same-day cancellation/no-show.

3) Prepaid Packages (e.g., Bundles of Visits)

Prepaid packages are discounted offerings designed to be used within a specific period.

Unused visits: If you choose not to continue care, you may request a refund for unused visits within [30] days of purchase, provided no portion of the package has been redeemed beyond the initial visit (if included).
Used visits: Any visits already completed will be charged at the standard a la carte rate (not the package rate). If a refund is approved, the refund amount equals:

Refund = Package Price − (Completed Visits × Standard Rate) − Any applicable fees

Expiration: Packages expire [6/12] months from purchase unless otherwise stated in writing.
Packages are non-transferable unless JOI approves an exception in writing.

4) Deposits (Including Surgical/Procedure Scheduling Deposits, When Applicable)

If JOI collects a deposit to reserve time, coordinate services, or secure scheduling:

Deposits are generally non-refundable because they cover administrative and scheduling costs.
If JOI must cancel and cannot reasonably reschedule, JOI will refund the deposit or apply it as a credit, at JOI’s discretion, unless otherwise stated in writing.

5) Memberships, Subscriptions, and Recurring Billing (If Offered)

You may cancel a subscription at any time via your account portal or by contacting us.
Cancellation stops future billing. Charges already processed are not refundable, unless required by law.
If your subscription includes monthly access or benefits, access remains active until the end of the current billing cycle.

6) Digital Products (Courses, Guides, PDFs, Programs, Templates)

Due to the nature of digital content, all digital product sales are final once access is delivered or the file is downloaded, unless otherwise required by law.

If you experience technical issues accessing a digital product, we will work with you to resolve access problems. If we cannot provide access after reasonable efforts, we may issue a refund at our discretion.

7) Retail Items, DME, and Supplements (If Sold)

Unopened/unused items may be eligible for return within [14/30] days of delivery/purchase with proof of purchase, unless marked “final sale.”
Opened, used, or tampered supplements and medical items are typically not returnable for safety reasons.
Return shipping (if applicable) is the customer’s responsibility unless the item was incorrect or defective.
Refunds (if approved) are issued to the original payment method. Shipping costs are non-refundable.

8) Chargebacks and Payment Disputes

If you have a question about a charge, contact us first so we can help. Filing a chargeback for a service that was properly delivered, or for a missed appointment in violation of this policy, may result in suspension of access to services and/or collections activity where permitted by law.

9) How Refunds Are Issued

If a refund is approved:

Refunds are typically processed to the original payment method within [5–10] business days (bank processing times may vary).
JOI may offer a credit instead of a refund in certain circumstances, at JOI’s discretion (unless prohibited by law).

10) How to Request a Refund or Cancellation

To request a refund or change an appointment, contact:

Journey Orthopaedic Institute, LLC

Email: [support@jo.institute / billing@jo.institute]

Phone/Text: 704.741.4946

Mailing Address: customer.service@jo.institute

Please include your name, date of purchase/appointment, and the reason for the request.