Our Polices
Welcome to The Healing House! We are committed to providing a peaceful, respectful, and supportive healthcare experience. Our policies are designed to protect the time of our patients and practitioners, maintain a safe and comfortable environment, and ensure that everyone receives the attention and quality of care they deserve.
We kindly ask all patients to review the following information before their appointment.
Location, Directions & Arrival
The Healing House – Integrative Acupuncture
5920 W William Cannon Dr.
Building 7, Suite 101
Austin, TX 78749
Located in Mesa Oaks Plaza
Upon arrival, please check in with our front desk or press the white check-in button to notify your practitioner that you have arrived.
Restrooms are located down the hallway to the left, just past the elevator.
To respect patient privacy and maintain a peaceful treatment environment, please remain in the reception area until your practitioner welcomes you back. We appreciate your help in keeping our space quiet, comfortable, and private for everyone.
Online Scheduling & Appointments
Appointments can be scheduled conveniently through our online booking system, in office or by calling/texting (512)766-3922.
Each patient, including spouses, partners, and family members, must have their own individual patient profile and appointment. Please avoid booking appointments for multiple people under the same account.
When scheduling, please select the appropriate service, appointment type, and duration. Same-day changes to treatment types, practitioners, or appointment lengths may not be possible due to scheduling and preparation requirements.
Waitlist: If your preferred appointment time is unavailable, we encourage you to join our online waitlist. You will be notified if an opening becomes available that matches your preferences.
For same-day appointment inquiries, please call or text us at (512) 766-3922. Availability is not guaranteed.
Appointment Confirmations & Reminders
Appointment confirmations and reminders are provided as a courtesy. Patients are responsible for keeping track of their scheduled appointments, regardless of whether a reminder is received.
Failure to receive an appointment reminder does not waive our cancellation or no-show policy.
24-Hour Cancellation, Rescheduling & Late Arrival Policy
We kindly require at least 24 hours' notice for all appointment cancellations, rescheduling requests, and appointment changes.
The 24-hour notice period is calculated from the exact start time of your scheduled appointment.
Cancellations, reschedules, appointment changes, or missed appointments occurring with less than 24 hours' notice are subject to a fee equal to 100% of the scheduled visit fee.
This policy applies to all services, including acupuncture, massage therapy, and prepaid treatment packages.
Late Arrivals
If you anticipate arriving late, please call or text us as soon as possible at (512) 766-3922.
Patients arriving more than 10 minutes late may be unable to receive treatment and may be considered a no-show, subject to the full scheduled visit fee.
Depending on practitioner availability, late arrivals may receive a shortened treatment or have certain modalities omitted. The full appointment fee will still apply.
Repeated lateness of three or more occurrences may result in a review of future scheduling privileges or referral to another provider whose availability may better accommodate your needs.
How to Cancel or Reschedule
Appointments may be canceled or rescheduled through your Jane Patient Portal before the 24-hour cancellation deadline.
You may also contact our office by phone, text, or email. Please be aware that sending a message does not automatically waive an applicable cancellation fee.
These policies help us respect our practitioners' time and offer available appointments to patients waiting for care. Thank you for your understanding and consideration.
New Patient Deposits
A $30 nonrefundable deposit is required to reserve all new patient appointments.
The deposit is applied toward the total cost of your initial appointment.
Deposits may be transferred to a rescheduled appointment when the change is made at least 24 hours before the originally scheduled appointment.
Cancellations or rescheduling requests made with less than 24 hours' notice remain subject to our cancellation policy, and the deposit will be applied toward any applicable cancellation charge.
Deposits are not refundable for canceled appointments.
Intake Forms & Patient Consents
To help us provide a thoughtful and productive first appointment, all new patients are asked to complete their electronic intake forms and required consents at least 48 hours before their scheduled visit, whenever possible.
Our intake forms are detailed and allow your practitioner to review your medical history, current concerns, and treatment goals in advance. Please allow sufficient time to complete them thoroughly and accurately.
All required intake paperwork must be completed before treatment can begin.
If your forms are incomplete, your appointment may need to be delayed or rescheduled, subject to the applicable cancellation policy.
If you experience technical difficulties, please contact our office directly rather than creating a duplicate patient account. Duplicate accounts can create confusion and delays in accessing your information.
Payment Policy
The Healing House is a self-pay clinic. Payment is due at the time of service.
We require a valid payment card to be securely maintained on file for all patients. This allows us to streamline check-in and checkout while dedicating more time to your care.
We accept most major credit cards and eligible HSA/FSA payment cards.
When Payments Are Processed
Treatment fees: Your card on file will be charged upon arrival for your scheduled appointment.
Herbs, supplements, and additional services: Any additional purchases or treatment add-ons will be processed at checkout.
New patient deposits: The required deposit is collected at the time of booking and applied toward the initial visit fee.
Cancellation and no-show fees: Applicable charges may be processed using the payment method on file in accordance with our cancellation policy and payment authorization.
Please ensure your payment information remains current. You can securely update your card at any time through your Jane Patient Portal.
Outstanding Balances
Any outstanding invoices, including unpaid treatment fees or applicable cancellation charges, must be paid within 24 hours of issuance unless alternative arrangements have been approved.
Future appointments may be canceled or scheduling privileges temporarily suspended until outstanding balances are resolved.
Insurance, Superbills & HSA/FSA
The Healing House operates as a self-pay clinic, allowing us to prioritize individualized treatment without the limitations of insurance-based care.
We do not bill insurance companies, process insurance claims, or participate as an in-network provider.
We offer discounted treatment series and programs for established patients who wish to commit to an ongoing care plan.
Out-of-Network Reimbursement
For eligible services, we can provide an itemized superbill upon request, which you may submit directly to your insurance company for possible out-of-network reimbursement.
Reimbursement is not guaranteed and depends on your individual insurance plan, coverage requirements, deductible, diagnosis, and allowed reimbursement amounts.
Please be aware that insurance reimbursement may be based on an allowed amount significantly lower than our treatment fees.
Questions to Ask Your Insurance Provider:
Does my plan cover out-of-network acupuncture?
Which diagnoses or conditions qualify for coverage?
How many acupuncture visits are covered annually?
What percentage of the allowed amount is reimbursed?
Do I have an out-of-network deductible, and how much has been met?
What is the process for submitting superbills?
The Healing House does not guarantee insurance reimbursement and is unable to resolve insurance claim disputes on behalf of patients.
HSA & FSA Payments
Acupuncture is generally an eligible healthcare expense under Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
Eligibility for massage therapy, herbs, supplements, and other services or products may vary depending on your plan and medical necessity requirements.
Please confirm eligibility with your account administrator before purchasing. Patients are responsible for any documentation required by their HSA/FSA provider.
Treatment Packages
Our Treatment Packages are available exclusively to established patients.
These options are designed to support consistency of care while providing savings for patients following an individualized treatment plan.
Treatment Packages require full payment upfront.
Each series or program has a defined validity period and expiration date, which will be disclosed at the time of purchase and available on the Pricing page on our website/
Package Terms
Treatment sessions are intended exclusively for the purchasing patient and are nontransferable.
Sessions must be used within the designated validity period.
Unused treatments do not automatically roll over or accrue beyond the expiration date.
Packages are non-refundable.
Cancellations and missed appointments are subject to the clinic's 24-hour cancellation policy. When applicable, a late cancellation or no-show may result in a session being deducted from the remaining package balance.
Patients will receive a separate treatment package agreement outlining the specific terms, expiration dates, and applicable conditions before purchase.
Illness Prevention
At The Healing House, we prioritize the health and well-being of all patients and staff.
Acupuncture and Chinese herbal medicine may be incorporated into individualized care plans to support overall wellness and help manage certain symptoms.
Patients without fever are generally welcome to attend their appointments.
If you are experiencing a fever or symptoms of a potentially contagious illness, please contact our office before your appointment to reschedule. We ask that you remain home until you have been fever-free for at least 24 hours without fever-reducing medication. Additional precautions may be appropriate as you recover.
We take infection prevention seriously and maintain HEPA air purifiers throughout our treatment spaces, along with thorough cleaning and sanitization between patients.
If you are unsure whether you should attend your appointment, please contact us in advance so we can discuss your circumstances and options.
Our regular cancellation policy applies, although exceptions may be considered for unexpected illness or emergencies at the clinic's discretion.
Treatment Room, Guests & Children
To maintain a calm, private, and therapeutic environment, appointments are generally reserved for the scheduled patient.
We ask that spouses, family members, friends, and other guests remain outside the treatment room unless their presence has been approved in advance or is needed for an appropriate accommodation.
Exceptions may include:
Parents or guardians accompanying pediatric patients.
Caregivers or support persons needed for medical or disability-related assistance.
Interpreters assisting with communication.
Young, non-mobile infants accompanying postpartum patients, when appropriate arrangements have been discussed in advance.
Children accompanying an adult patient must have appropriate childcare arrangements and generally may not remain in the treatment room during an adult's session, except when an accommodation or prior arrangement has been approved.
For the safety and privacy of all patients, children may not be left unattended in the reception area.
Communication & Patient Privacy
We value clear communication and respect the confidentiality of your personal health information.
Appointment-related communication may be handled through phone, text, email, or automated notifications, according to your communication preferences and applicable privacy requirements.
For sensitive medical information, treatment questions, medical documents, and detailed health updates, please use your secure Jane Patient Portal messaging whenever possible.
Our office responds to nonurgent messages during regular business hours. Response times may vary depending on patient care schedules.
Please note that The Healing House does not provide emergency medical services or continuous medical monitoring. If you are experiencing a medical emergency, call 911 or seek immediate medical attention.
For additional information about how your protected health information is collected, used, and disclosed, please review our Notice of Privacy Practices.
Herbal Medicine, Supplements & Retail Purchases
Chinese herbal medicine and supplements may be recommended as part of an individualized treatment plan.
Certain formulas and products require an appropriate consultation or practitioner authorization before purchase.
For health, safety, and quality control, opened or dispensed herbal formulas and supplements are generally not eligible for return.
If you receive an incorrect, damaged, or defective product, please contact our office promptly so we can review the issue and determine an appropriate resolution.
Returns or refunds for unopened retail products are subject to clinic approval.
Please inform your practitioner of any medications, supplements, allergies, or relevant medical changes before beginning a new herbal or supplement regimen.
Practitioner & Service Changes
Appointments are reserved with the selected practitioner for the designated service and treatment duration.
Requests to change practitioners, appointment types, or treatment modalities are subject to availability and may require advance notice.
If a practitioner becomes unexpectedly unavailable, our office will contact you to discuss rescheduling or an appropriate alternative. If the clinic must cancel an appointment, you will not be charged a cancellation fee for that appointment.
Respectful & Inclusive Environment
The Healing House is committed to maintaining a welcoming, professional, and respectful environment for our patients, practitioners, and staff.
We ask everyone to communicate respectfully, honor personal boundaries, and be considerate of others receiving care.
Harassment, threatening behavior, discrimination, or other conduct that compromises the safety or well-being of patients and staff will not be tolerated.
The clinic reserves the right to establish appropriate boundaries or discontinue nonemergency services when necessary, consistent with applicable laws and professional responsibilities.
We welcome patients of all backgrounds and are committed to providing care without unlawful discrimination.
Accessibility & Accommodations
We strive to make our clinic accessible and comfortable for patients with diverse needs.
If you require assistance with mobility, communication, language interpretation, or another disability-related accommodation, please contact our office so we can discuss how best to support your visit.
Reasonable accommodations will be provided in accordance with applicable law.
Treatment Expectations
At The Healing House, we believe in individualized, collaborative care.
Because each patient's health history, needs, and response to treatment are unique, treatment outcomes and timelines may vary. Specific results cannot be guaranteed.
Please keep your practitioner informed of changes in your medical history, medications, pregnancy status, or overall health so that we can provide safe and appropriate care.
Gratuity-Free Care
We believe that therapeutic healthcare should be focused entirely on your well-being.
The Healing House is a gratuity-free clinic. Our treatment prices reflect the full value of the care provided, and tipping is neither expected nor accepted.
Your trust and continued support are sincerely appreciated.
Thank you for choosing The Healing House.
We appreciate your understanding and cooperation with these policies. Our goal is to create a welcoming, supportive space where you can feel comfortable, respected, and confident in your care.
For questions regarding our policies or your appointments, please contact us at:
Phone/Text: (512) 766-3922
Email: hello@healinghouseacu.com
Website: healinghouseacu.com