Practice Policies
Terms of Service & Facility Policies
Total Body Performance (TBP) maintains the following policies for all services, programs, and memberships. By utilizing TBP services, clients acknowledge understanding and acceptance of these terms.
Custom Program Development
TBP rehabilitation programs are fully customized protocols designed for each client's unique condition and goals. Upon enrollment, our clinical team invests significant resources including comprehensive assessments, personalized program design, custom app programming, treatment protocol development, and dedicated provider allocation. This customization work begins immediately upon enrollment and is completed prior to initial sessions.
Payment & Accepted Methods
Accepted Payment Methods:
Credit card, ACH transfer, HSA/FSA accounts, and cash payments are accepted for all services.
Program Payments:
Full program payment is due at enrollment before customization begins. Payment arrangements require management approval and are not standard practice.
Membership Payments:
Monthly memberships are charged automatically via credit card on file on the same date each month.
Late Payments:
A $25 late fee is assessed after a 5-day grace period. Failed payment attempts result in immediate membership suspension until payment is resolved.
Refund Policy
All Fees Are Non-Refundable
All payments for programs, memberships, packages, and services are 100% non-refundable regardless of circumstance. This includes but is not limited to: partial completion, early termination, changed circumstances, schedule conflicts, relocation, dismissal, dissatisfaction, or unused services.
Rationale:
Clinical teams invest substantial time custom-building individualized programs immediately upon enrollment. This personalized work—including clinical planning, app programming, and provider allocation—cannot be reversed and represents significant upfront value delivery.
Relocation Does Not Qualify for Refunds:
TBP provides online programming and app-based services as a core component of most programs and memberships. Clients who relocate outside the local area can continue participating in virtual programming, app-based protocols, and remote consultations. Relocation does not constitute grounds for refund or early contract termination.
Medical Emergencies:
Programs may be paused (not refunded) for documented medical emergencies with physician verification. Paused programs must resume within 30 days or remaining sessions are forfeited without refund.
Scheduling & Cancellation Requirements
24-Hour Notice Requirement:
All appointments require minimum 24-hour advance notice for cancellation. Appointments cancelled with proper 24+ hour notice may be rescheduled based on availability.
Missed Appointments Are Lost:
The following situations result in forfeited sessions that count as completed and cannot be rescheduled or refunded:
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Cancellations with less than 24-hour notice
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No-shows (failure to appear for scheduled appointments)
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No-call situations
Lost sessions may also incur full retail session fees. Personal training sessions require 24-hour advance booking in addition to the 24-hour cancellation notice.
Consequences:
Repeated scheduling violations (more than 2 occurrences) constitute grounds for immediate program or membership dismissal without refund.
Membership Terms
Commitment Period:
All memberships require a 12-month commitment from the contract start date. Cancellations are not permitted during this period except for documented medical necessity with physician verification.
Auto-Renewal:
Memberships automatically renew for additional 12-month terms. Clients wishing to prevent renewal must provide 30-day written notice prior to the renewal date.
Financial Responsibility:
Clients remain financially responsible for all charges through contract completion regardless of usage or attendance.
Program Completion & Expiration
Clients must complete enrolled programs within specified timeframes. Sessions unused beyond program deadlines expire and are forfeited without refund. Extensions are granted only for approved medical pauses with proper documentation.
Dismissal & Termination
Facility Rights:
TBP reserves the right to terminate memberships, dismiss program participants, and discontinue services at any time without refund for:
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Non-compliance with prescribed treatment plans or protocols
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Repeated missed appointments or cancellation violations (more than 2)
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Violation of facility rules or policies
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Inappropriate behavior or conduct
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Failure to meet program participation standards
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Substance use policy violations
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Harassment or disrespectful behavior toward staff or clients
Repeated late cancellations, no-shows, or no-call incidents constitute immediate grounds for dismissal without refund or appeal.
Transfer & Sharing Policy
Non-Transferable Services:
All memberships, programs, packages, and services are strictly non-transferable and non-assignable. Services may not be shared, gifted, sold, or transferred to any other individual. Each client must maintain their own individual account and contract. Violations result in immediate termination without refund.
Privacy & Health Information
HIPAA Compliance:
TBP complies with all applicable federal and state privacy regulations, including HIPAA (Health Insurance Portability and Accountability Act). Client health information is collected, stored, and protected according to legal requirements.
Information Collection:
TBP collects health history, assessment data, treatment records, progress documentation, and communication records necessary for providing clinical services.
Information Use:
Health information is used solely for treatment planning, care coordination, billing purposes, and as required by law. Information may be shared with insurance providers, referring physicians (with consent), or as legally mandated.
Data Security:
TBP employs industry-standard security measures to protect client information, including secure app-based communication platforms and encrypted data storage.
Client Rights:
Clients have the right to access their health records, request corrections, and receive a Notice of Privacy Practices upon enrollment. Detailed privacy practices are available upon request.
Photography, Video & Media Consent
Documentation & Marketing:
TBP may capture photography, video, progress documentation, testimonials, and facility content for marketing, educational, and promotional purposes.
Consent Requirements:
Clients must provide written consent before any photography, video, or testimonial featuring their likeness is used in marketing materials, website content, social media, or promotional campaigns.
Usage Rights:
Consented media may be used across TBP's website, social media platforms, printed materials, advertisements, and other marketing channels. TBP retains perpetual rights to approved content unless consent is revoked.
Opt-Out & Revocation:
Clients may decline media consent or revoke previously granted consent at any time by providing written notice. Revocation applies to future use only; previously published content may remain in circulation.
General Facility Content:
TBP retains rights to general facility footage and content not featuring identifiable clients without additional consent requirements.
Minors Policy
Parental Consent Required:
All services provided to clients under age 18 require written parental or legal guardian consent prior to enrollment and service delivery.
Supervision Requirements:
Parent or legal guardian must be present during initial consultation and may be required to remain present during treatment sessions, training, or other services at provider discretion.
Financial Responsibility:
Parent or legal guardian assumes full financial responsibility for all fees, charges, and contractual obligations associated with minor's services.
Age Restrictions:
Certain services, including specific group training classes, equipment use, or clinical treatments, may have minimum age requirements determined by TBP management.
Illness & Communicable Disease Policy
Client Responsibility:
Clients experiencing fever, contagious illness, or symptoms of communicable disease must not attend scheduled appointments. This includes but is not limited to: fever, persistent cough, respiratory symptoms, gastrointestinal illness, contagious skin conditions, or known exposure to communicable diseases.
Facility Rights:
TBP reserves the right to refuse service to clients who appear visibly ill or symptomatic upon arrival. Staff may require clients to reschedule if illness is suspected.
Rescheduling:
Illness-related cancellations with proper 24-hour notice may be rescheduled without penalty. Same-day illness cancellations are subject to standard cancellation policies.
Disclosure Requirement:
Clients must disclose recent exposure to communicable diseases that may pose risk to staff or other clients.
Personal Belongings & Valuables
Limited Liability:
TBP is not responsible for lost, stolen, damaged, or misplaced personal belongings, valuables, vehicles, or property. Clients bring personal items to the facility at their own risk.
Client Responsibility:
Clients are solely responsible for securing personal belongings and valuables during facility use.
Locker Use:
Lockers, if provided, are used entirely at client's own risk. TBP is not liable for items stored in lockers regardless of whether locks are provided or used.
Recommendation:
TBP strongly recommends leaving valuables at home or secured in locked vehicles rather than bringing them into the facility.
Substance Use Policy
Prohibited Conduct:
Clients must not attend sessions, training, or appointments while under the influence of alcohol, recreational drugs, or non-prescribed controlled substances.
Prescription Medications:
Clients taking prescription medications that may impair judgment, balance, coordination, or physical ability must disclose these medications to providers prior to services.
Provider Discretion:
TBP reserves the right to refuse service, terminate sessions immediately, or dismiss clients who appear impaired, intoxicated, or under the influence of substances.
No Refunds:
Sessions cancelled or terminated due to substance-related policy violations are forfeited without refund and count as completed sessions.
Supplement & Product Sales
Final Sale:
All supplement and product sales are final. No returns, exchanges, or refunds are provided for any reason, including unopened items.
Client Responsibility:
Clients are responsible for reviewing ingredient lists, consulting healthcare providers about potential interactions or contraindications, and determining supplement appropriateness for their individual health circumstances.
No Guarantees:
TBP makes no guarantees, warranties, or representations regarding supplement effectiveness, results, or outcomes. Supplements are recommendations based on clinical judgment, not requirements for program participation.
Quality Standards:
TBP offers pharmaceutical-grade supplements that meet quality and purity standards. However, individual responses vary and TBP is not liable for adverse reactions or lack of desired results.
Technology & App Usage
Client Requirements:
Clients are responsible for maintaining compatible devices, internet connectivity, app access, current software versions, and technical requirements necessary for utilizing TBP's digital platforms.
Technology Limitations:
TBP is not liable for technology failures, app downtime, server issues, connectivity problems, data loss, or inability to access digital services due to technical difficulties.
Account Security:
Clients must keep login credentials secure and confidential. Clients are responsible for all activity occurring under their accounts.
Response Times:
While TBP strives for same-day or within 24-hour response times for app-based communication, these are estimates, not guarantees. Response times may vary based on provider availability, weekends, holidays, and volume.
Appropriate Use:
App messaging and communication platforms must be used professionally and appropriately. Harassment, spam, abusive language, inappropriate content, or misuse results in immediate dismissal without refund.
Emergency Communications:
App-based communication is not appropriate for medical emergencies. Clients experiencing emergencies must call 911 or seek immediate emergency medical care.
Modification of Services
Operational Flexibility:
TBP reserves the right to modify services, adjust class schedules, change providers, alter facility hours, update programming, or discontinue specific offerings with reasonable notice when operationally necessary.
Contract Validity:
Service modifications do not constitute breach of contract, grounds for cancellation, or entitlement to refunds. Existing contracts remain valid and enforceable.
Comparable Alternatives:
TBP will make reasonable efforts to provide comparable alternative services when significant changes occur. However, exact service replication is not guaranteed.
Communication:
TBP will communicate material service changes to affected clients through email, app notifications, or facility postings as appropriate.
Dress Code & Facility Conduct
Appropriate Attire:
Athletic or exercise-appropriate clothing is required for all training and fitness activities. Closed-toe athletic shoes must be worn during group training, personal training, and equipment use. Sandals, flip-flops, and bare feet are prohibited in training areas.
Hygiene Standards:
Clients must maintain appropriate personal hygiene standards. Excessive body odor, uncleanliness, or failure to meet basic hygiene expectations may result in session termination.
Professional Environment:
TBP maintains an elevated, professional clinical environment. Harassment, discrimination, disrespectful behavior, profanity, aggressive conduct, or disruption toward staff or other clients is strictly prohibited and results in immediate dismissal.
Conduct Expectations:
Clients must treat staff, providers, and fellow clients with courtesy and respect. Behavior that creates hostile, uncomfortable, or unsafe environments will not be tolerated.
Equipment Use & Facility Safety
Proper Usage:
Clients must follow all equipment instructions, safety guidelines, and staff directions. Equipment must be used only as intended and demonstrated by qualified staff.
Supervision Requirements:
Unsupervised equipment use occurs at client's own risk. Clients using equipment outside of scheduled sessions or without staff supervision assume full liability for injuries or accidents.
Malfunction Reporting:
Clients must report equipment malfunctions, damage, or safety concerns to staff immediately upon discovery.
Children & Guests:
Children and non-member guests are not permitted to use facility equipment. Children must be supervised by parents or guardians at all times and restricted to designated areas only.
Facility Liability:
TBP is not liable for accidents, injuries, or damages resulting from client negligence, improper equipment use, failure to follow instructions, or disregard of safety guidelines.
Insurance & Billing
Direct Billing:
TBP does not bill insurance providers directly for membership fees or program costs. Services are private-pay with payment due at time of enrollment or service.
Client Reimbursement:
Clients may submit receipts, invoices, and documentation to their insurance providers for potential reimbursement. TBP will provide necessary documentation upon request.
HSA/FSA Eligibility:
While TBP accepts HSA/FSA payment methods, clients are solely responsible for verifying service eligibility with their HSA/FSA administrators. TBP makes no guarantees regarding HSA/FSA coverage or eligibility determinations.
Financial Responsibility:
Clients remain fully financially responsible for all services regardless of insurance coverage, reimbursement status, or HSA/FSA eligibility. Lack of insurance coverage or reimbursement does not entitle refunds or payment reductions.
Scope of Practice & Medical Disclaimer
Professional Boundaries:
TBP provides chiropractic care, rehabilitation services, fitness training, and recovery therapies within the scope of chiropractic practice and fitness professional standards. Services are not substitutes for primary medical care, emergency services, or specialist treatment.
Primary Care Relationships:
Clients should maintain ongoing relationships with primary care physicians and appropriate medical specialists. TBP services complement but do not replace comprehensive medical care.
Diagnostic Limitations:
TBP does not diagnose or treat medical conditions outside the scope of chiropractic and fitness practice. Complex medical issues require appropriate medical specialist evaluation and treatment.
Emergency Situations:
Medical emergencies require immediate emergency services by calling 911. TBP is not an emergency medical facility. Do not contact TBP or delay emergency care in urgent medical situations.
Care Coordination:
Clients are encouraged to inform other healthcare providers about TBP services to ensure coordinated, comprehensive care and avoid contraindications or conflicts.
Testimonials & Reviews
Consent & Usage:
Clients providing testimonials, reviews, or feedback consent to TBP's use, editing, and publishing of such content across marketing channels, website, social media, and promotional materials.
Honest Representation:
TBP may offer incentives or request reviews but does not pay for positive reviews or testimonials. All reviews must be honest, accurate, and based on actual client experience.
Public Response Rights:
TBP reserves the right to respond publicly to online reviews, address concerns, clarify factual inaccuracies, or provide additional context as deemed appropriate.
False Statements:
False, defamatory, or maliciously misleading statements about TBP, its staff, or services may result in legal action to protect business reputation and interests.
Voluntary Participation:
Providing testimonials or reviews is entirely voluntary. Clients are never required to provide reviews as a condition of service, though such feedback is appreciated.
Client Responsibilities Summary
Clients utilizing TBP services are expected to maintain:
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Punctuality and adherence to scheduling policies
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24-hour advance notice for all cancellations
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Compliance with prescribed treatment plans and protocols
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Completion of assigned exercises and programs
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Professional communication with clinical staff
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Appropriate conduct aligned with facility standards
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Timely program completion within designated timeframes
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Current payment status through contract or program completion
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Appropriate attire and hygiene standards
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Respectful treatment of staff, providers, and fellow clients
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Honest disclosure of health conditions and medications
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Responsible use of equipment and facilities
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Secure management of personal belongings
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Assumption of Risk & Liability Release
Participation in chiropractic care, manual therapy, rehabilitation programs, fitness activities, recovery services, and use of facility equipment involves inherent physical risk including but not limited to: muscle soreness, strains, sprains, joint injury, cardiovascular stress, or exacerbation of pre-existing conditions.
Clients must disclose all relevant medical conditions, injuries, health concerns, and medications. Clients understand the risks associated with physical activity, clinical treatments, and equipment use.
Voluntary Assumption:
By utilizing TBP services, clients voluntarily assume all participation risks and waive claims against Total Body Performance, its owners, providers, staff, contractors, and facility for injuries, damages, or losses arising from service participation.
Release of Liability:
Clients release and hold harmless Total Body Performance from any claims, damages, liabilities, costs, or expenses related to injuries sustained during or resulting from participation in TBP services, except in cases of gross negligence or willful misconduct.
Emergency Authorization:
In the event of medical emergency, clients authorize TBP staff to contact emergency services and provide necessary information to emergency responders.
Policy Acknowledgment Summary
Utilization of TBP services constitutes acknowledgment and acceptance of the following:
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All fees are 100% non-refundable once paid
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Custom program development begins immediately upon enrollment
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24-hour cancellation notice is mandatory; violations result in lost appointments
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Missed appointments and no-shows cannot be rescheduled or refunded
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Repeated scheduling violations result in dismissal without refund
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Relocation does not qualify for refunds due to online programming availability
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Program completion must occur within designated timeframes
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Memberships require 12-month commitment with limited cancellation options
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Services are non-transferable and cannot be shared
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Health information is protected under HIPAA and privacy regulations
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Media consent is required for promotional use of client images
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Technology failures do not entitle refunds or service credits
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TBP may modify services, schedules, or offerings with reasonable notice
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Clients voluntarily assume all participation risks
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Outcomes depend on client commitment, consistency, and protocol adherence
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All policies are subject to modification at TBP's discretion
Policy Updates & Modifications
TBP reserves the right to modify, update, or revise these policies at any time without prior notice. Current policies apply to all new enrollments from the date of revision. Existing contracts remain subject to the terms agreed upon at enrollment unless otherwise notified. Material policy changes affecting existing clients will be communicated through email, app notifications, or facility postings.
For policy questions, clarification, or to request current policy documentation, clients should contact TBP management directly.
Total Body Performance
Premium Wellness Center
South Lebanon, Ohio