Client policies & service guidelines

Effective October 29, 2026

Business hours

• Monday – Friday, 9:00 AM – 4:00 PM PST: calls, texts and phone consultations
• Tuesday & Thursday, 9:00 AM – 4:00 PM PST: in the Studio at 1324 Court St, by appointment
• Saturday & Sunday: Limited availability (delivery fees & surcharges apply)

Note: Communications received during regular business hours will be returned within 24 hours. Communications received outside business hours will be responded to within 24 hours of the next business day.

Communication expectations

• To help us serve everyone efficiently and maintain consistent scheduling, please honor business hours for all communications.
• Missed confirmations or repeated delays in response may result in refills being moved to the next available delivery or pick-up date.

Ordering procedures

Refill requests are processed on a weekly schedule to ensure accuracy, safety, and timely fulfillment.

• Clients should submit their refill request when taking their last injection by scanning the QR code located on their medication bag or going to refineredding.com/order, which links to a brief refill and wellness check-in form. This form allows our team to prepare the refill and determine whether any dosage adjustments are needed.
• Refill requests should be submitted with at least one week’s notice. Submitting the form earlier is always encouraged and helps ensure timely processing.
• For clients receiving weekly injections, including peptide therapies or treatment plans requiring more than one injection per week, refill timing may occur more frequently. These clients are encouraged to monitor their supply closely and submit refill requests consistently to help prevent gaps in treatment.

Note: Refill requests submitted with less than 72 hours’ notice may incur a rush fee. Refill requests received with less than one week’s notice may be processed during the following week or, based on availability, may be subject to a rush fee.

Pick-up times & locations

To provide more flexibility and help keep weekly scheduling running smoothly, pick-up options will follow the structure below:

• Primary pick-up location: Hair Loft, 5200 Churn Creek Rd, Suite P
• Secondary pick-up location: Refine Redding Medical Aesthetics & Wellness, 1324 Court Street
• Pick-up days: Monday–Thursday (unless otherwise noted)
• Pick-up hours: Pick-up hours may vary based on availability and will be posted on our social media channels. When needed, clients will also be notified via text message.

Note: Clients selecting pick-up must submit their refill request with at least one week’s notice to be included in the following week’s pick-up schedule. Requests submitted with less than one week’s notice may result in delayed availability or may incur a rush fee.

Delivery schedule

• To be included in the following week’s delivery cycle, refill requests must be submitted with at least one week’s notice, in accordance with our ordering procedures.
• Whenever possible, delivery days and estimated delivery windows will be communicated in advance. Clients will receive a delivery confirmation notice prior to delivery to confirm availability and finalize their delivery window. Someone must be home to receive the delivery. We hand each order to you in person. If no one will be home during your window, let us know and we’ll move your delivery or switch you to pick-up.

Note: A response to the delivery confirmation notice is required to secure a delivery slot. If confirmation is not received by the stated deadline, delivery cannot be guaranteed. The order may be moved to the next available delivery date or default to a pick-up location at the client’s responsibility.

After-hour & weekend surcharges

Services requested outside designated business hours and on Saturday or Sunday will incur a surcharge and are subject to availability.

Rush fees (late add-ons)

For requests received after weekly schedules are set, a rush fee (+$25) may apply.

A rush fee may be applied when:

• Response or confirmation deadlines are missed
• Requests are submitted with less than 2 business days’ notice

Note: Late requests require additional preparation, packaging, and time. Rush fees prioritize your request but do not guarantee same-day availability.

Delivery fees

• Within Redding city limits: $15
• Beyond Redding city limits: Case-by-case approval and quote. May include a flat out-of-area charge or per-mile pricing.

Note: Delivery fees apply to refill deliveries, drop-offs, and routine weekly travel.

Outside of Redding service add-on fee

For mobile services requiring extended travel outside the standard service area, an additional fee may apply.

• Fee: Case-by-case approval and quote. Applies to IV hydration, vitamin injections, and any mobile service requiring in-person travel.

Note: This fee is added in addition to standard delivery fees.

Appointment cancellations

• Late cancellations & no-shows: Cancellations made less than 24 hours before an appointment or missed appointments may incur a $75 fee and may require prepayment for future services.

Payments

• Payment is due at time of service. Beyond 24 hours will incur a late fee of $25 per day.
• Accepted methods: cash, check, Venmo, Zelle, Apple Pay, CashApp, HSA/FSA cards, and credit cards*

*Note: A 3% processing fee will be applied to payments made by credit card.

New clients

Before your first visit, we’ll send you a few quick forms, including a health history and consent. Please fill them out before your appointment so we can review them ahead of time.

Text messages

• Appointment and order texts: when you book or order, we may text you a confirmation, a reminder before your visit and updates about your order, up to 3 messages per appointment or order.
• Offers and news: sent only if you opt in. Message frequency varies.

Our texts never name a treatment or medication. Message and data rates may apply. Reply STOP to opt out or HELP for help, or call (530) 201-2665. We never sell or share your mobile number or text consent with anyone for their marketing.

Your privacy

Your health information is protected under HIPAA. You’ll receive our full Notice of Privacy Practices with your intake forms, and we’ll send you a copy anytime you ask.

We use your name, contact details and health history to care for you, schedule your visits, prepare your orders and contact you about them. We never sell your information. We share it only with the services we use to run the practice, such as our booking calendar, medical records system, website contact form and texting provider, and only as much as each one needs to do its job.

Our website uses Google Analytics to count visits and see which pages people find useful. It sets cookies in your browser but never receives your name, contact details or health information. You can block these cookies in your browser settings or with Google’s opt-out add-on. The site works the same way whether or not your browser sends a Do Not Track signal.

Questions about your information? Email nicole@refineredding.com or call (530) 201-2665.