Clinic Policy

Effective for all bookings at The Loyalty Clinic · New York, NY · Last updated: January 1, 2025

Loyalty Enterprise Group LLC ("Company," "we," "us," or "our"), operating The Loyalty Clinic at 20 W 14th St, New York, NY 10011, has established the following policies to ensure a consistent and fair experience for all clients. By booking an appointment, you agree to the terms outlined below.

1. Cancellation & Rescheduling

You may cancel or reschedule your appointment at no charge up to 24 hours before the scheduled time.

Late cancellation (under 24 hours): a fee equal to 50% of the service price applies when you cancel or reschedule with less than 24 hours' notice.
No-show: failure to appear without prior notice — including arriving more than 15 minutes late as described in §2 — results in a charge of 100% of the service price.

Fees are charged to the card on file or added as a balance due before your next appointment.

2. Late Arrival Policy

We provide a grace period and apply tiered fees as follows:

0 – 15 minutes late: no penalty. We will do our best to complete your service within the remaining time.
15 – 30 minutes late: we reserve the right to decline the appointment. If declined, a 50% fee applies, as the slot cannot be filled on short notice. Rescheduling remains available.
More than 30 minutes late or no contact: treated as a No-Show — a 100% fee applies (see §1).

3. Booking Hold & Card on File

A valid credit or debit card is required to confirm your booking. No deposit is charged at the time of booking — the card is held solely as a guarantee of intent.

Important: by tapping "Book Now" you provide written authorization for us to charge the cancellation and late-arrival fees described in §1 and §2, if applicable. Without this consent we are unable to enforce those fees, and your bank would reverse any disputed charge. This agreement protects both parties.

4. Accepted Payment Methods

We accept the following forms of payment:

Cash (USD)
Bank cards: Visa, Mastercard, American Express, Discover
Mobile payments: Apple Pay, Google Pay (available on request)

5. Refund & Package Policy

We value our clients' trust and operate in accordance with New York State law, including the NY Health Club Services Act (NY General Business Law).

5.1 Voluntary package cancellation (client request)

If you purchased a package and wish to cancel it without a qualifying reason, completed sessions are repriced at the full single-session retail rate (without the package discount). The remaining balance is issued as Store Credit to your account.

Store Credit is valid for 9 years from the date of purchase, in accordance with NY General Business Law § 396-i.

5.2 Mandatory cash refund (legal grounds)

You are entitled to a full or partial cash refund in the following circumstances:

Relocation — if you move more than 25 miles from our clinic.
Medical condition — with a physician's note confirming inability to receive treatment for more than 3 months.
Service discontinuation — if we stop offering the purchased services.
Cooling-off period — within 3 business days of signing a package agreement you may cancel for a full refund with no deductions.

In all qualifying cases, the refund is returned to the original payment method or an agreed alternative within 10 business days.

5.3 One-time service exchange

If you paid for a single session in advance but were unable to attend, we offer a one-time swap for another service of equal value at no extra charge. This is a voluntary courtesy benefit and does not supersede your rights under §5.2.

6. Sales Tax & Gratuity

Sales Tax: per New York State law, personal care services are generally exempt from sales tax. Retail products (skincare, etc.) are taxable and tax is added at checkout where applicable.

Gratuity: tips are never added to your bill automatically. If you'd like to show appreciation, you may leave a tip in cash, via Venmo, or via Zelle — ask our staff for details. 100% goes to your specialist.

7. Pet Policy

Pets are welcome in the waiting area when carried or kept in a carrier.
During your treatment, your pet must remain in the waiting area under your supervision or in the care of a companion.
Pets are not permitted inside treatment rooms for sanitary reasons.

8. Right to Refuse Service

We reserve the right to decline service to any client who is intoxicated, aggressive, or disrespectful to our staff or other clients. In such cases, prepaid fees are non-refundable, except where §5.2 applies by law.

9. Client Consent

By completing a booking you confirm that you have read and agreed to this Policy. The following is the consent statement you acknowledge at the time of booking:

"I have read and agree to The Loyalty Clinic's Clinic Policy, including the cancellation and late-arrival fee schedule, refund terms, and the storage of my card details as a booking guarantee. I confirm that my rights as a consumer under New York State law have been explained to me."

Without this agreement we cannot accept your booking, as we have no legal basis to apply fees or hold card details.

10. Contact Us

If you have any questions about this policy, please contact us:

Loyalty Enterprise Group LLC

The Loyalty Clinic

20 W 14th St, New York, NY 10011, USA

Email: [email protected]

Phone: 424-286-8896 (calls, SMS, WhatsApp)