Office Policies

1. Patient Care Policies

Appointment Scheduling & Cancellations

Patients are encouraged to book appointments in advance.

• We kindly ask that patients arrive 10 minutes early for their appointments to ensure a smooth and timely visit.

• At least 24 hours’ notice is required for cancellations or rescheduling.

• If a cancellation or rescheduling occurs with less than 24 hours’ notice, it will be considered a no-show. After two no-shows, patients may be scheduled on a walk-in-only basis.

Minors in the Office

• Patients under 18 must be accompanied by a parent or legal guardian.

• A parent or legal guardian must be present for all medical decision-making. Patient Privacy & HIPAA

• All staff must comply with HIPAA regulations.

• We prioritize your privacy, and all patient information is shared only with authorized parties as required by law.
  
  
  

2. Clinical Policies

Comprehensive Eye Exam

• These exams focus on the health of your eyes as well as your visual system, and we work to detect and treat any medical conditions like diabetes or cataracts, dry eye, etc. These can be billed to medical insurance.

​​​​​​​Routine Exam

• Provides a prescription for glasses and screens for medical conditions. These can be billed to vision discount plans.

Contact Lens Exams

• Contact lens exams and fittings are separate from eye exams.

• All fees are non-refundable once services are rendered.

• We’ll release your contact lens prescription once we confirm the fit is successful, ensuring the best experience for you.

Contact Lens Training

• Only the patient may perform insertion/removal during training.

• Parents may observe but not physically assist.

• If the patient cannot demonstrate independence, the training will be rescheduled.

Medical Emergencies

• Urgent ocular complaints are prioritized.

• If appropriate, the patient will be referred to a specialist or ER.

3. Product & Service Policies

Contact Lens Returns & Exchanges

• We aim to ensure you are fully satisfied with your contact lenses. If you have any concerns, please contact us within 30 days of your purchase for returns or exchanges.

• Only unopened, unexpired, and unmarked boxes may be returned or exchanged.

• Returns must be within 30 days of purchase.

• Custom or special-order lenses are non-refundable.

Eyeglass Returns

• Frame and lens purchases are final.

• Defects covered under the manufacturer’s warranty will be replaced.

Records Release

• Records will be released within 30 days of a signed HIPAA release form.

• A processing fee may apply for copies, per state law.

Payment

• Payment is due at the time of service to help us keep everything running smoothly.

• Cash or card only. Checks are not accepted.

• A card on file will be required if you plan to use insurance as a form of payment. Any unmet copays or deductibles will be charged to the card on file after 48 hours of a courtesy notice.

4. Respectful Conduct

• We ask that all patients and visitors treat our staff, providers, and fellow patients with kindness and respect. Harassment, threats, or aggressive behavior will not be tolerated.

• Offensive, discriminatory, or obscene language or behavior is strictly prohibited.

• Personal devices (phones, tablets) should be silenced during exams.

• Photography or recording is not permitted without prior consent.

5. Health & Safety
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• Patients showing symptoms of a contagious illness may be asked to reschedule.

• We are happy to welcome service animals, but we ask that pets remain at home for the safety and comfort of all our patients.