What is your cancellation & no-show policy?
At Origin, we care deeply about providing consistent, high-quality care that works with your schedule. Our cancellation policy helps improve access to care and create a more seamless experience for our entire community.
Our Cancellation Policy
If you need to cancel or reschedule an appointment, we ask that you please let us know at least 24 hours in advance of your visit start time by reaching out in any of the following ways:
- Signing in to your patient dashboard (note: this option is only available 24+ hours prior to your appointment)
- Emailing info@theoriginway.com
- Calling 213-893-4268
Late Cancellations and No-Shows
To maintain fair access for all patients, both in-clinic and virtual appointments cancelled within 24 hours or missed entirely are subject to a late cancellation fee.
- Cancellation with 12-24 hours notice from the start of your visit: $75 fee
- Cancellation less than 12 hours from the start of your visit, arrival more than 20 minutes late, or no show: $150 fee
Emergency Situations
We understand that life doesn't always go according to plan. If you need to request a fee refund due to extenuating circumstances, you may qualify for a late cancellation fee waiver.
How to request a waiver: Please contact us (213-893-4268 or info@theoriginway.com) within 7 business days of the missed appointment, and we will send you a late cancellation fee waiver form to complete. You must complete the form within 7 business days of the missed appointment to be eligible for a refund.
You may qualify for a fee refund in situations such as:
- Labor and delivery
- Emergency medical care
- Death in the family
- Other urgent circumstances confirmed by a healthcare provider
Important waiver guidelines: To ensure fairness and consistency, waivers are generally considered for situations that:
- Were truly unforeseeable and could not have been anticipated 24+ hours in advance
- Required immediate medical attention or intervention
Common situations that typically do not qualify for waivers include:
- Ongoing symptoms or conditions that were present 24+ hours before the appointment
- Minor conditions or illnesses typically seen given the scope of pelvic floor concerns like yeast infections, diarrhea and menstrual periods
- Routine medical appointments or follow-ups that could be scheduled around your PT visit
- Personal scheduling conflicts or work commitments
Our team will review your request and respond within 7 business days. If approved, your fee will be refunded.
Important notes
- Appointment reminders are sent as a courtesy, but it is your responsibility to track your scheduled visits
- Fees are applied automatically according to our cancellation policies above
- Each waiver request is reviewed individually, and decisions are made based on the specific circumstances and documentation provided
- For complete details, please review our Financial Policies
We appreciate you being part of our Origin community and remain committed to providing the exceptional care you deserve. If you have questions about our cancellation policy or need to discuss your specific situation, please contact our Patient Services team—we're always here to help!
