Concierge Physical Therapy Terms & Policy

These Concierge Physical Therapy Terms & Policy (“Terms”) govern concierge physical therapy services (“Concierge Services”) offered by KOH Physical Therapy, Inc., doing business as KOH Physical Therapy Lab (“KOHPT,” “we,” “us,” or “our”). By enrolling in, purchasing, renewing, or using Concierge Services, you (“you” or the “patient”) acknowledge and agree to these Terms. If you are legally authorized to enroll or pay on behalf of another person, you agree to these Terms on that person’s behalf and accept responsibility for applicable payment obligations.

1. Concierge Services

Concierge Services are self-pay services offered separately from insurance-covered physical therapy services. Depending on the Concierge option selected, Concierge Services may include individualized physical therapy services, specialized hands-on techniques, additional treatment access, scheduling support, or other services specifically identified as included in the selected Concierge option.

Patients may receive insurance-covered physical therapy services from KOHPT and separately purchase and use Concierge Services when appropriate. Concierge Services are not health insurance or a health plan. Only services specifically included in the patient’s selected Concierge option are included. The availability of another service at KOHPT does not mean that service is included in Concierge Services.

2. Concierge Options

KOHPT may offer Concierge Services on a Per Visit, Monthly Membership, or Annual Membership basis. Per Visit Concierge Services are purchased and paid for individually. A Monthly Membership is a prepaid 30-day service period that includes the visits, services, or access specified in the selected plan. An Annual Membership is a prepaid 12-month service period that includes the visits, services, or access specified in the selected plan.

The applicable price, included visits or services, service period, and other plan-specific details will be provided before enrollment or purchase. KOHPT may determine which Concierge options are available at any given time.

3. Payment

Concierge Services are prepaid. Per Visit Concierge Services must be paid in full before the scheduled visit. Monthly and Annual Membership fees must be paid before the applicable service period begins.

By enrolling in an automatically renewing Membership, you authorize KOHPT or its payment processor to charge the authorized payment method on file for applicable renewal fees according to the renewal terms presented and accepted at enrollment. If a payment is declined, reversed, disputed, or otherwise not received, KOHPT may suspend Concierge Services and future Concierge scheduling until the account is resolved. The patient remains responsible for valid amounts owed under these Terms, subject to applicable law.

4. Membership Visits, Use Period & Expiration

Membership fees apply to the selected Concierge option for the applicable service period. Membership fees are the same regardless of whether the patient uses no visits, some visits, or the maximum number of visits available under the selected Membership during that service period.

Unless KOHPT expressly states otherwise in writing or applicable law requires otherwise, visits not used during the applicable service period expire at the end of that period. Unused visits do not carry over to a later service period and cannot be transferred to another person, exchanged for another service, converted to cash, or paid out.

Appointments are subject to provider, clinic, and scheduling availability. Enrollment does not guarantee that all available visits can be scheduled or used during a service period. Patients are responsible for scheduling appointments with sufficient time to use available visits before they expire.

Use it or lose it: Monthly and Annual Memberships cannot be paused, frozen, or put on hold during a service period, including for vacation, travel, illness, schedule conflicts, or weeks without a booked visit. The service period and Membership fee continue as scheduled, and visits not used during the service period are lost.

5. Cancellations, Rescheduling & No-Shows

Concierge appointments are subject to KOHPT’s standard 24-hour cancellation policy. Patients must provide at least 24 hours’ notice to cancel or reschedule an appointment. A cancellation or rescheduling request made less than 24 hours before the scheduled appointment is considered a late cancellation. Failure to attend a scheduled appointment without the required notice is considered a no-show.

Late cancellations and no-shows are subject to KOHPT’s applicable late cancellation or no-show fee, which will be assessed and charged according to KOHPT’s current cancellation policy. When applicable under the selected Concierge option, a late-cancelled or missed Concierge appointment may also be considered a used visit and deducted from the patient’s available visits for that service period.

Except as required by law or expressly approved by KOHPT, a patient cancellation, rescheduling request, late cancellation, or no-show does not extend the Membership or applicable service period. If KOHPT cancels an appointment and cannot reasonably reschedule it within the applicable service period, KOHPT may extend the applicable use period or provide another remedy consistent with applicable law.

6. Refunds & Transfers

Except where required by applicable law or expressly provided in these Terms, payments for Concierge Services are non-refundable and non-transferable. This includes, as applicable, unused visits, unused portions of a Membership, partial service periods, voluntary cancellation during a paid service period, late cancellations, no-shows, and a patient’s decision to discontinue Concierge Services.

Unused Membership visits have no cash value. Cancellation of a Membership does not create a right to a refund for a service period that has already begun. Nothing in these Terms eliminates a refund or other remedy that KOHPT is required to provide under applicable law.

7. Automatic Renewal & Membership Cancellation

Monthly and Annual Memberships may automatically renew for successive service periods according to the renewal terms disclosed and accepted at enrollment. Unless cancelled, the authorized payment method on file may be charged the applicable Membership price in effect for the next service period.

KOHPT will provide automatic-renewal disclosures, notices, acknowledgments, cancellation methods, and other protections required by applicable law. Patients may cancel future Membership renewal by contacting KOHPT by email at info@kohpt.com, by phone or text at (949) 540-5641, in person at a KOHPT clinic, or online or through the enrollment method when available or required by applicable law.

Cancellation stops future renewals after the cancellation becomes effective. Unless otherwise required by law, cancellation does not retroactively cancel or refund a service period that has already begun. Patients may continue to use eligible remaining Concierge Services through the end of the already-paid service period, subject to these Terms and the expiration provisions applicable to the selected option.

8. Insurance & Concierge Services

Concierge Services are self-pay, non-covered services and are separate from physical therapy services billed to insurance. Patients may receive insurance-covered physical therapy services from KOHPT and separately purchase and use Concierge Services when appropriate.

When applicable, covered physical therapy services may be billed to the patient’s insurance. Concierge Services are paid directly by the patient and are not billed to insurance. Concierge fees generally do not apply toward insurance deductibles, copayments, coinsurance, or out-of-pocket maximums.

Insurance benefits and coverage vary by health plan. KOHPT does not guarantee coverage, authorization, payment, or reimbursement by any insurance plan. Patients with no physical therapy coverage, limited benefits, exhausted authorized visits, or other self-pay needs may purchase Concierge Services when appropriate.

9. Medicare & Other Government Health Programs

Patients enrolled in Medicare or another government health program must inform KOHPT before purchasing Concierge Services. Certain services may be subject to additional requirements or may not be available as Concierge Services.

KOHPT reserves the right to require additional documentation, acknowledgments, or other requirements, or to decline to provide a particular Concierge Service when necessary to comply with applicable law or program requirements.

10. Concierge Service Availability & Limitations

Enrollment in Concierge Services does not guarantee a particular physical therapist, appointment date or time, location, treatment technique, frequency of service, or continued availability of any particular Concierge option. Concierge Services and techniques are subject to availability and, where applicable, the treating physical therapist’s professional judgment.

Results vary. KOHPT does not promise or guarantee any result, outcome, recovery time, or level of improvement.

KOHPT may modify clinic hours, provider availability, locations, scheduling procedures, or the manner in which Concierge Services are provided when reasonably necessary. KOHPT does not guarantee uninterrupted availability of any Concierge Service, provider, location, appointment time, or communication method.

Specialty services, products, supplies, equipment, or separately priced services are not included in Concierge Services unless expressly identified as included in the selected Concierge option.

11. KOHPT's Right to Decline, Suspend or End Concierge Services

KOHPT may, to the extent permitted by applicable law, decline enrollment or suspend, restrict, or terminate Concierge Services when reasonably necessary. Reasons may include nonpayment or failed payment, reversed or disputed payment, violation of these Terms or applicable KOHPT policies, repeated late cancellations or no-shows, unsafe or disruptive conduct, misuse of Concierge Services or communications, circumstances in which the requested Concierge Service is not appropriate, provider or operational limitations, changes to or discontinuation of the Concierge program, or requirements imposed by applicable law or applicable health program requirements.

KOHPT’s decision to decline, suspend, or terminate Concierge Services does not waive amounts properly owed for services, fees, or service periods already provided, subject to applicable law.

12. Changes to Concierge Services, Pricing & These Terms

KOHPT may modify these Terms and the Concierge program at any time, subject to applicable law. Changes may include changes to pricing, Membership options, included services, visit allowances, eligibility requirements, scheduling procedures, cancellation policies, participating providers, locations, operating procedures, or other aspects of Concierge Services.

The current version of these Terms will be posted on KOHPT’s website with the applicable effective or revision date. Changes may become effective immediately for new purchases and new enrollments. For an existing prepaid service period, material changes affecting prepaid services, pricing, renewal, or cancellation rights will apply prospectively as permitted by applicable law and after any notice required by applicable law.

KOHPT reserves the right to modify, suspend, replace, or discontinue any Concierge option or the Concierge program, subject to applicable law. Continued enrollment, purchase, or renewal after revised Terms become effective constitutes acceptance of the revised Terms to the extent permitted by applicable law.

13. Patient Responsibilities

Patients are responsible for reviewing the Concierge option selected and understanding its price, included services, service period, scheduling requirements, expiration provisions, cancellation requirements, and renewal terms. Patients are responsible for scheduling appointments with sufficient time to use available visits before they expire and for complying with these Terms and applicable KOHPT scheduling, payment, safety, and conduct policies.

Participation in Concierge Services is voluntary. Patients should ask KOHPT questions before purchasing or renewing Concierge Services if they do not understand the applicable terms.

14. Limitation of Liability

To the fullest extent permitted by applicable law, KOHPT is not responsible for delays, interruptions, appointment unavailability, provider unavailability, facility closures, technology failures, or other circumstances outside KOHPT’s reasonable control.

KOHPT does not guarantee uninterrupted availability of the Concierge program or any particular Concierge option, provider, location, communication method, appointment date, or appointment time. Nothing in these Terms limits any responsibility, obligation, or patient right that cannot lawfully be limited or waived.

15. No Waiver

If KOHPT does not enforce a provision of these Terms on one occasion, that does not waive KOHPT’s right to enforce that provision or any other provision in the future. An exception made for a particular patient, appointment, payment, or circumstance does not require KOHPT to make the same exception in the future.

16. Severability

If any provision of these Terms is determined to be invalid, unlawful, or unenforceable, that provision will be enforced to the maximum extent permitted by law or severed as necessary. The remaining provisions will continue in effect.

17. Relationship to Other KOHPT Policies

These Terms govern the Concierge program and supplement other KOHPT policies applicable to the patient’s services, including applicable financial, scheduling, cancellation, privacy, and non-covered services policies.

If a patient’s Concierge enrollment documentation specifically identifies the price, included services, visit allowance, or service period purchased, those specific plan details control for that service period, subject to applicable law.

18. Entire Agreement

These Terms, together with the patient’s applicable Concierge enrollment documentation and applicable KOHPT policies, constitute the agreement concerning participation in the Concierge program and supersede prior oral or written representations concerning the same Concierge Services.

No verbal statement by a KOHPT employee or provider changes these Terms unless KOHPT confirms the change in writing.

19. Governing Law

These Terms are governed by applicable federal law and the laws of the State of California. Nothing in these Terms waives or restricts any right, remedy, obligation, or protection that cannot lawfully be waived or restricted.

20. Contact Us

Questions about Concierge Services, pricing, Membership options, cancellations, or these Terms may be directed to:

• Phone or text: (949) 540-5641
• Email: info@kohpt.com
• Contact page: kohpt.com/contact-us/