Patient Terms of Service & Practice Policies
Patient Terms of Service & Practice Policies
Patient Terms of Service & Practice Policies
Voluntary Services
Lavender Sky Health does not require memberships or subscriptions. All services provided are voluntary, and you may discontinue services at any time. Lavender Sky Health reserves the right to discontinue services with appropriate notice if you violate applicable terms, policies, or if continuation of care is no longer clinically or operationally appropriate.
Patient Responsibilities
You agree to provide accurate, complete, and current information regarding your health history, medications, and contact details, and to promptly update this information as needed. You understand that failure to provide accurate information may affect the safety or effectiveness of care.
Interactions With Staff and Providers
Lavender Sky Health is committed to maintaining a respectful, safe, and professional environment for patients, staff, and providers. Abusive, threatening, harassing, or inappropriate behavior—whether verbal, written, or electronic—may result in immediate dismissal from the practice.
Threats or harassment may also result in legal action when warranted. If dismissal occurs, you will receive notice using the most recent contact information you provided.
Social Media and Public Platforms
Participation in any social media group or online community associated with Lavender Sky Health is voluntary. Information shared on social media platforms is public and not protected under HIPAA. While Lavender Sky Health does not share patient information from social media groups, we are not responsible for the actions or content of other users.
Social media groups may be moderated, restricted, or discontinued at any time and are subject to platform-specific rules.
Use of Website and Patient Portal
By accessing our website, patient portal, or related platforms, you agree to use them solely for lawful, personal, and non-commercial purposes. You are responsible for maintaining the confidentiality of your login credentials and for all activity associated with your account.
We reserve the right to suspend or terminate access if misuse, security risks, or prohibited activity is identified.
Prohibited Conduct
You agree not to:
Misuse the site, portal, or messaging systems
Attempt to access systems without authorization
Harass, threaten, impersonate, or harm others
Submit false information or misuse support services
Copy, distribute, or exploit site content for commercial purposes
Interfere with security, data integrity, or platform operations
Intellectual Property
All content, materials, branding, care plans, educational resources, and platform materials are the property of Lavender Sky Health or its licensors and are protected by intellectual property laws. Content is provided for personal use only and may not be reproduced, distributed, or repurposed without written permission.
Third-Party Services and Links
Our platforms may contain links to third-party websites, pharmacies, or services. Lavender Sky Health does not control or endorse third-party content and is not responsible for their practices, products, or services. Use of third-party services is at your own risk and subject to their terms and policies.
Modifications and Availability
Lavender Sky Health may update, modify, suspend, or discontinue website features, services, or content at any time. We do not guarantee uninterrupted access and are not liable for temporary outages, technical issues, or platform changes.
Governing Law
These Terms are governed by the laws of the state applicable to the patient’s care, without regard to conflict-of-law principles.
Acknowledgment
By accessing services, creating an account, or using Lavender Sky Health platforms, you acknowledge that you have read, understand, and agree to these Patient Terms of Service & Practice Policies.
Effective Date: August 19, 2023
Privacy Policy
Lavender Sky Health Website Privacy Notice
This Website Privacy Notice describes how Lavender Sky Health, LLC (“Lavender Sky Health,” “we,” “us,” or “our”) may collect, use, and share information when you visit our website, use our patient portal, interact with our communications, or otherwise engage with our online services (collectively, the “Services”).
Questions? Please contact [email protected].
Information We Collect
We may collect the following categories of information:
Information you provide: name, contact details, account login information, communications, and information you submit through forms.
Payment information: payments are processed by third-party payment processors. We do not store full payment card numbers; however, we may receive limited payment-related details (e.g., transaction status, billing address).
Information collected automatically: IP address, device identifiers, browser type, operating system, pages viewed, timestamps, referral URLs, and similar usage data. We may collect this via cookies and similar technologies.
Health information: If you use our patient portal or submit medical intake information, that information may constitute protected health information (PHI) and is governed by our HIPAA Notice of Privacy Practices (below).
How We Use Information
We may use information to:
Provide and administer the Services (including account access and support)
Communicate with you about your account or services
Process transactions and prevent fraud
Monitor, secure, and improve our website and systems
Comply with legal obligations and enforce policies
How We Share Information
We may share information with:
Service providers that help operate our Services (e.g., hosting, security, analytics, communications, payment processors)
Pharmacies, labs, and vendors as needed to support services you request (where applicable)
Legal and regulatory authorities when required by law
Business transfers (e.g., merger, acquisition) as permitted by law
We do not sell your medical information. If you are a resident of certain states, you may have additional rights regarding “sale” or “sharing” of personal data for targeted advertising as defined by state law.
Cookies and Analytics
We may use cookies and similar technologies to operate our website and understand usage. You can control cookies through your browser settings. Disabling cookies may affect site functionality.
Your Choices
Marketing emails: you may opt out using the unsubscribe link or by contacting us.
Account information: you may request updates or deletion where legally permitted.
Location data: if collected, you can typically control this via device settings.
Data Retention
We retain information as long as needed for the purposes described above, unless a longer period is required by law or necessary for legitimate business purposes (e.g., security, dispute resolution). Medical record retention is governed separately under applicable healthcare laws and our HIPAA practices.
Security
We use administrative, technical, and physical safeguards designed to protect sensitive information. No method of transmission or storage is 100% secure, but we are selective and protective.
Children
Our Services are not intended for individuals under 18. We do not knowingly collect personal information from children under 18.
Effective Date: 8/19/2023
HIPAA NOTICE OF PRIVACY PRACTICES
Lavender Sky Health, LLC
Your Information. Your Rights. Our Responsibilities.
This Notice describes how medical information about you may be used and disclosed and how you can access this information. Please review it carefully.
Our Responsibilities
Lavender Sky Health, LLC is required by law to:
Maintain the privacy and security of your protected health information (PHI)
Provide you with this Notice of our legal duties and privacy practices
Follow the terms of this Notice currently in effect
Notify you promptly if a breach occurs that may compromise the privacy or security of your information
We will not use or share your information other than as described in this Notice unless you authorize us in writing. You may revoke that authorization at any time in writing.
Your Rights
When it comes to your health information, you have the right to:
Get a copy of your medical record
You may request an electronic or paper copy of your medical record or other health information we have about you. We will provide a copy or summary within 30 days. A reasonable, cost-based fee may apply.Ask us to correct your medical record
You may request correction of health information you believe is incorrect or incomplete. We may deny your request but will explain the reason in writing.Request confidential communications
You may request that we contact you in a specific way or at a specific location. We will accommodate all reasonable requests.Ask us to limit what we use or share
You may request limitations on certain uses or disclosures. We are not required to agree, except as required by law. If you pay for a service out-of-pocket in full, you may request that we not share information with your health plan for payment or operations.Get a list of disclosures
You may request an accounting of disclosures made in the prior six years (excluding treatment, payment, and healthcare operations). One request per year is free.Get a copy of this Notice
You may request a paper copy at any time, even if you have agreed to receive it electronically.Choose someone to act for you
If you have designated a medical power of attorney or legal guardian, that person may exercise your rights once authority is verified.File a complaint
You may file a complaint if you believe your privacy rights have been violated. We will not retaliate against you.
How to File a Complaint
You may contact us at:
[email protected]
You may also file a complaint with:
U.S. Department of Health and Human Services
Office for Civil Rights
200 Independence Avenue, S.W.
Washington, D.C. 20201
Phone: 1-877-696-6775
Your Choices
For certain health information, you can tell us your preferences regarding what we share:
You may choose whether we share information:
With family, friends, or others involved in your care
In disaster relief situations
We will follow your instructions unless sharing is required to prevent serious and imminent harm or is otherwise permitted or required by law.
We will not use or share your information for marketing purposes without your written authorization.
Our Uses and Disclosures
We may use and share your health information in the following ways:
To Treat You
We may use and share your health information with other healthcare professionals involved in your care.
To Run Our Organization
We may use and share your health information to operate our practice, improve care, manage operations, and contact you when necessary.
To Bill for Services
We may use and share your health information to bill and receive payment from health plans or other entities.
Public Health and Safety
We may share information to:
Prevent or control disease
Report adverse medication reactions
Report suspected abuse or neglect
Prevent or reduce serious threats to health or safety
Research
We may use or share de-identified information for research purposes, subject to applicable safeguards.
Legal and Regulatory Requirements
We may disclose information to comply with federal or state law, respond to legal requests, or cooperate with oversight agencies.
Other Permitted Uses
We may share information:
With organ procurement organizations
With medical examiners or funeral directors
For workers’ compensation, law enforcement, or government functions
In response to court orders or subpoenas
Telehealth & Electronic Communications
Lavender Sky Health provides healthcare services through telemedicine, which may include live video visits, telephone consultations, secure messaging, electronic forms, and asynchronous communications.
As part of providing telehealth services, we may communicate with you through HIPAA-compliant platforms, the patient portal, secure email, text messaging (SMS), or other electronic means when permitted by law. These communications may involve the transmission of protected health information (PHI).
While we use reasonable administrative, technical, and physical safeguards to protect your information, no electronic communication system can be guaranteed to be completely secure.
You may request alternative communication methods or place restrictions on electronic communications by contacting [email protected]. Standard messaging or data rates may apply depending on your carrier or service provider.
Telehealth services are not intended for medical emergencies. In an emergency, call 911 or seek immediate care at the nearest emergency department.
Information From Minors
Lavender Sky Health does not knowingly provide services to or collect information from individuals under 18 years of age without appropriate parental or legal consent, as permitted by law.
Changes to This Notice
We may change the terms of this Notice, and the changes will apply to all information we have about you. The updated Notice will be available upon request and on our website.
Contact Information
Lavender Sky Health, LLC
78 Folly Road Blvd, Ste B9-1674
Charleston, SC 29407
Email: [email protected]
Effective Date: August 19, 2023
Payment & Refund Policy
Billing, Refund, and Payment Policies
No Membership or Recurring Fees
Lavender Sky Health does not charge any membership or recurring subscription fees. You may stop using our services at any time without financial penalty. You will only be charged for services or products that you actively select and pay for.
Medication Orders – Final Sale
All medication orders are final once submitted to the pharmacy. In rare and exceptional circumstances, adjustments may be requested but are not guaranteed and are subject to pharmacy acceptance and provider approval.
Lavender Sky Health is a separate entity from the pharmacies used to fulfill prescriptions and does not control pharmacy operations. Once payment is completed, the ordering process with the pharmacy begins immediately. Orders typically cannot be canceled, modified, or refunded after submission.
Medication pricing is set by the dispensing pharmacy and may change at any time without notice. Lavender Sky Health cannot issue refunds, partial refunds, or credits for invoices paid prior to a pharmacy price change.
Any concerns related to medication quality, shipping, delivery, or fulfillment must be addressed directly with the dispensing pharmacy, in accordance with the pharmacy’s policies. We are always happy to assist you in communications with the dispensing pharmacy.
Consultation Fees
We do not offer refunds for consultations that have already taken place in respect of the consulting provider’s time.
Once payment is completed, internal processing and provider review may occur at any time.
You will not be billed for any future consultations or refill requests unless you actively submit and pay for them.
Appointment Cancellations
Phone consultations may be eligible for a partial refund if canceled in accordance with our scheduling policy.
Virtual or electronic consultations are not eligible for refunds once submitted, whether or not provider review has occurred.
Payment Errors
If you submit a payment in error, Lavender Sky Health may issue a refund only if:
The request is valid, and
No order, provider review, consultation, or internal processing has begun as a result of the payment
If a refund is approved:
You will be responsible for any non-refundable card processing fees
Please take care to avoid submitting duplicate payments
Processing Fees
If a refund is issued for any eligible reason, card processing fees from the original transaction are non-refundable and will be deducted from the refunded amount.
Effective Date: February 12, 2024
Invalid Disputes & Chargebacks
Filing a dispute or chargeback for a valid and clearly disclosed charge—including non-refundable services, completed consultations, medication orders, or pharmacy price changes—is considered an invalid dispute.
If an invalid dispute is filed:
Lavender Sky Health may submit the outstanding balance to collections if not resolved within a reasonable timeframe
You will be given 30 days to resolve the outstanding balance before further action is taken
Notification will be sent to the email address on file
Your account will be placed in negative standing, and no further orders may be placed until the balance is resolved
If more than one invalid dispute is filed, or if the dispute is for over $100, Lavender Sky Health reserves the right to restrict or permanently discontinue future services, regardless of resolution.
Effective Date: June 1, 2024
Alteration of Paid Invoices
Once an invoice has been paid:
Medication orders typically cannot be altered
Orders already processed by the pharmacy are final
In extenuating circumstances Lavender Sky Health may attempt to assist; however:
Adjustments are never guaranteed
Any changes involving prescriptions are subject to prescriber discretion
Clinical appropriateness, regulatory requirements, and patient safety always take precedence
Effective Date: August 12, 2024
Acknowledgment
By submitting payment, you acknowledge that you have read, understand, and agree to these Billing, Refund, and Payment Policies, including that consultations already provided, medication orders submitted to the pharmacy, and invoices paid prior to pharmacy price changes are non-refundable.
Effective as of 8/12/24
Shipping Policy
Shipping & Delivery Policy
Shipping timelines, methods, and procedures are determined solely by the dispensing pharmacy and the shipping carrier selected by the pharmacy. Lavender Sky Health does not control pharmacy processing times, shipping methods, carrier selection, or delivery timelines and cannot expedite shipments without pharmacy approval/availability.
Lavender Sky Health is not responsible or liable for delays, delivery issues, lost packages, or other shipping-related problems once an order has been released to the pharmacy or carrier. Shipping carriers (such as UPS or FedEx) and the dispensing pharmacy are responsible for all shipping procedures, tracking, delivery attempts, and timelines.
If a shipping or delivery issue arises, you must contact the dispensing pharmacy or shipping carrier directly to initiate resolution, including claims related to delays, damaged packages, missing items, incorrect quantities, temperature concerns, or tracking discrepancies. Lavender Sky Health may assist by helping facilitate communication or follow up with the pharmacy when appropriate; however, resolution is not guaranteed.
24-Hour Notification Requirement (Important)
Any issues with a delivered package or medication order must be reported to the dispensing pharmacy within 24 hours of delivery.
This includes, but is not limited to:
Damaged or broken packaging
Missing or incorrect medication
Temperature concerns
Leaking, compromised, or unusable medication
To allow us to assist and advocate on your behalf, you must also notify Lavender Sky Health within the same 24-hour timeframe.
Please contact us through the patient portal or designated support email as soon as the issue is identified.
If the dispensing pharmacy and Lavender Sky Health are not notified within 24 hours of delivery, we will be unable to assist with any resolution, including replacements, refunds, credits, or pharmacy claims. This requirement is set by pharmacy and carrier policies and cannot be waived.
Shipping delays may occur due to factors outside of anyone’s control, including but not limited to weather conditions, holidays, carrier disruptions, pharmacy workload, regulatory requirements, or supply constraints.
You are responsible for ensuring that your shipping address is accurate, complete, and current at the time of submission. Lavender Sky Health cannot replace, refund, or credit medication orders that are delayed, misdelivered, lost, or not received due to incorrect or incomplete address information provided by you.
Packages marked as delivered by the carrier—including those left at the delivery address, mailbox, or with building staff—are considered delivered. Lost or stolen packages after confirmed delivery are the responsibility of the carrier and/or recipient and are not eligible for replacement or refund by Lavender Sky Health.
Scheduling Policy
Rescheduling & Cancellations
We ask that you please reschedule or cancel your appointment at least 24 hours before the scheduled start time.
Appointments may be rescheduled directly through the booking page prior to the 24-hour cutoff, subject to availability.
If you need to cancel an appointment, please email [email protected].
Refunds
Cancellations made at least 24 hours prior to the scheduled appointment time are eligible for a full refund minus a 5% card processing fee.
Cancellations made within 24 hours of the scheduled appointment time, as well as no-shows or no-answers, are eligible for a 50% refund, by request only.
Refund requests must be submitted via email to [email protected].
If Lavender Sky Health must cancel an appointment for any reason, you will receive either a full refund or a full account credit, at your choice.
All eligible refunds must be requested via email. Refunds are not issued automatically.
Refund policy effective date: June 10, 2024
(Updated to allow partial refunds for last-minute cancellations and no-shows, by request only.)
No-Shows / No-Answers
At the time of your scheduled appointment, we will make up to three (3) call attempts using the phone number provided at booking.
If you do not answer after three attempts, the appointment will be marked as a No-Show / No-Answer.
Please do not attempt to call back the number used for appointment calls, as it routes to our main line and not directly to the provider.
It is your responsibility to ensure the phone number on file is accurate and reachable. Any updates must be emailed to us prior to your appointment.
As noted in your booking confirmation, your provider may call within a 10-minute window before or after your scheduled appointment time. If you miss the first call, please wait for the provider to attempt again. If you are unable to connect with your provider at your scheduled time, please reach out to [email protected] for assistance.
Required Forms
All required intake forms must be completed prior to your appointment time.
Failure to complete required forms may result in cancellation of the appointment at the provider’s discretion, and standard cancellation or no-show policies will apply. You will receive an email confirmation once all required forms have been successfully submitted.