Our policies

Financial Policy

I acknowledge and agree to the financial terms set forth below. I am responsible for paying all charges due to Fay Nutrition, LLC or its affiliates (the “Practice”) for services I receive, regardless of my insurance status or coverage.

Payment and Billing

• Required Information: All clients must provide current credit card and, if applicable, insurance information at the time of booking. This information will be kept securely on file. It is your responsibility to inform the Practice of any changes to your card or insurance details. You remain responsible for any charges that cannot be processed due to invalid or outdated information.
• Card Payment: We accept all major credit and debit cards. Your card information is securely held by our payment processor.
• Payment Due: Payment for your portion of the services is due after each session. The Practice will charge your card or bank account for the patient responsibility amount or the total outstanding balance due. Receipts will be provided either at the time of the charge or monthly.

Insurance and Financial Responsibility

• Your Responsibility for Coverage: You must provide current insurance information when scheduling and notify us of any changes. While we attempt to verify eligibility and estimate costs, you are ultimately responsible for confirming your coverage and out-of-pocket costs (copay, coinsurance, deductible) with your insurance plan.
• No Guarantee of Coverage: The Practice cannot guarantee that your insurance plan will cover any or all of the cost of your appointment.
• Preauthorization/Referrals: If required by your insurance, you must obtain and provide any necessary preauthorization and/or referral before your appointment.
• In-Network Visits: For in-network services, you are responsible for paying any applicable patient responsibility amount (e.g., copay, coinsurance, deductible) as determined by your plan.
• Out-of-Network Visits: For out-of-network services, you will be charged the provider's standard self-pay rate. We can provide an invoice for you to submit to your insurance provider for potential reimbursement. We do not resubmit claims.
• Uncovered Charges: You understand and agree that you are financially responsible for, and must pay, all charges not covered or paid by your insurance, even if this is not known at the time of service. All charges not covered by insurance are due upon receipt of the bill.

Cancellations, Missed, and Late Appointments

• Cancellation Policy: Appointments must be canceled or rescheduled at least 24 hours prior to the scheduled time.
• Penalty for Non-Compliance: Failure to comply with this cancellation policy, or arriving more than halfway through your scheduled appointment, will result in you being billed $75 per instance.
• Discharge for Repeated Failure: Repeated failure to adhere to these guidelines for two consecutive appointments may lead to discharge from your provider’s care, in addition to any applicable charges.

Telehealth Services; Location Verification

• Physical Location: Telehealth services are provided based on your physical location at the time of the appointment. You agree to accurately disclose the state you are physically located in during each telehealth session.
• Service Availability: You acknowledge that services may be unavailable if your provider does not meet the licensure requirements of the state where you are physically located during your appointment.

Notice of Privacy Practices

‍ I hereby authorize Practice to release information for the purposes outlined in this privacy policy statement and release Practice from any liability which may arise as a result of the use of the information contained in the copy of records released. I also authorize Practice to obtain my protected health information from other providers and/or services, including my medication history.

We may use and disclose your health information for the purposes of providing services and quality care. For the avoidance of doubt, providing treatment services, collecting payment and conducting healthcare operations are all necessary activities for quality care. State and federal laws allow us to use and disclose your health information for these purposes.For uses and disclosures for purposes other than treatment, payment and operations, we are required to have your written authorization, unless the use or disclosure falls within an exception, such as those described below.

Individual Rights are stated below.

Right to Inspect and Copy. ​ You have the right to look at or get copies of your health information, with limited exceptions. Your request must be in writing. If you request a copy of the information, a reasonable charge may be made for the costs incurred.

Right to Amend. ​ You have the right to request that we amend your health information. Your request must be in writing, and it must explain why the information should be amended. We have the right to deny your request under certain circumstances.

Right to an Accounting of Disclosures. ​ You have the right to receive a list of instances in which we have disclosed your health information for a purpose other than treatment, payment, or health care operations. To request an accounting of disclosures, you must submit your request in writing to the Privacy Officer. Such accountings remain available for six years after the last date of service at the Practice.

Right to Request Restrictions. ​ You have the right to request a restriction or limitation on the health information we use or disclose about you. For example, you could ask that we not share information with an insurance company, in which case you would be responsible to pay in full for the services provided. While you are in treatment, a written request should be made with your provider. To request a restriction after therapy is completed, you must make your written request to the Privacy Officer. We are not required to agree to your request, but we will consider the request very seriously.

Right to Request Confidential Communications. ​ You have the right to request that we communicate with you about health matters in a certain way or at a certain location. For example, you may ask that we contact you only by mail or at work. You must make this request in writing and it must specify the alternative means or location that you would like us to use to provide you information about your health care. We will make every attempt to accommodate reasonable requests.

Right to File Complaints. ​ You may complain to us and to the Secretary of Health and Human Services if you believe your privacy rights have been violated. You may file a complaint by filling out the privacy complaint submission form here.

Email and Text Messaging Use. ​As a client of Practice we may communicate with you over email or text message. Associates of Practice may communicate over email or text message as well. This is to promote convenience, but for urgent or an emergency situation, you should not rely on email or text message communication with providers affiliated with the Practice. In those situations, you should call 911.

SMS/Text Notifications. By providing your phone number, you agree to receive communications via phone call and/or text message, which may include calls/texts sent using an automated system, from or on behalf of Practice and/or your Fay-affiliated provider about account registration, your appointment, rebooking cancelled appointments, insurance claim status, insurance and payment information, and treatment.

SMS/Text Marketing Messages. As part of the services we provide to you, you may receive communications through or about the services, including messages sent via email or SMS. By providing us with your wireless number, you confirm that you want us or Practice to send you information that we think may be of interest to you. Practice may use automated dialing technology to text you at the wireless number you provided, and you agree to receive communications from Practice.

Telemedicine Informed Consent

‍ I hereby authorize Practice to use Telemedicine in the course of my diagnosis and treatment.

Nature of Telemedicine: Telemedicine provides nutrition counseling and/or medical nutrition therapy services using interactive audio, video and/or text conferencing tools in which the practitioner and the client are not at the same location. Telemedicine will allow the client to receive care without the need to visit the office.

Medical Records: All existing laws regarding access to medical information and disseminating medical records apply to care via Telemedicine.

Provider Choice of Care: ​ The use of Telemedicine is determined by Practice.

Rights: You have the right to withhold or withdraw consent to the use of Telemedicine at any time during the course of care in writing. Alternatives to Telemedicine include traditional face-to-face sessions and Practice cannot guarantee availability of face-to-face sessions.

Confidentiality: Reasonable and appropriate efforts have been made to eliminate any confidentiality risks associated with Telemedicine. All confidentiality protections that exist under federal law apply to information disclosed during Telemedicine sessions.

Potential Risks: Potential risks include, but may not be limited to: information transmitted may not be sufficient (poor resolution of audio and/or video): delays in medical evaluation and treatment due to deficiencies or failure of the equipment; security protocols can fail, causing a breach of privacy; and lack of access to all the information available in a face-to-face visit may result in errors in medical judgment. In the event that you are mentally compromised, due to the variability of client location during Telemedicine, emergency services may fail to locate and treat you. In order to assist your emergency contact or emergency service providers, Practice will require you to identify your physical location prior to commencement of each Telemedicine session.

Our Commitment to Affordable Care from a Registered Dietitian

Fay is committed to providing affordable, life-changing care from Registered Dietitians and amplifying the voices of our clients. When you receive care through Fay or any of our subsidiaries or partners, you gain access to essential health services at an affordable cost.

Virtual Items

As part of our ongoing commitment to support positive nutrition and wellness outcomes, Fay may offer users of our mobile application the opportunity to participate in a voluntary program to receive Virtual Items (the “Virtual Items Program”). By using the Fay mobile application, you agree to the terms of the Virtual Items Program as outlined below.

No Medical Advice

Participation in the Virtual Items Program is for general wellness engagement and is not a substitute for professional medical advice. Always consult your healthcare provider regarding any questions about your health or treatment plan.

Earning Virtual Items

Users may earn virtual items known as “Virtual Items” by completing Eligible Actions within the mobile application. These Eligible Actions may include, but are not limited to, attending scheduled appointments, setting and completing daily wellness goals (e.g., logging meals, hydration, or activity), and engaging with other features of the app, as determined by Fay. The Eligible Actions may be changed from time to time, in Fay's sole discretion. The number of Virtual Items awarded for each action is determined solely by Fay and may change at any time without notice. Virtual Items may expire after periods of inactivity as determined from time to time.

Redeeming Virtual Items

You can redeem your Virtual Items for prizes offered at Fay’s discretion within the Fay mobile application.

Modification and Termination

Fay reserves the right to modify, suspend, or terminate the Virtual Items Program, in whole or in part, at any time, with or without notice. This includes the right to adjust the criteria for earning Virtual Items, modify or cancel available prizes, cap, reset, or expire accumulated Virtual Items, and disqualify participants for misuse or violations of these terms or other company policies.

Legal Terms for Virtual Items Program

Limitation of Liability

To the maximum extent permitted by applicable law, Fay’s total cumulative liability to you for any claim arising out of or relating to the Virtual Items Program will not exceed one hundred dollars ($100).

Binding Arbitration and Waiver of Jury Trial

Any dispute, claim, or controversy arising out of or relating to your participation in the Virtual Items Program shall be finally resolved by binding arbitration administered by the American Arbitration Association (“AAA”).

Indemnification

You agree to indemnify, defend, and hold harmless Fay and its affiliates, officers, directors, employees, and agents from and against any and all claims, liabilities, damages, losses, or expenses (including reasonable attorneys’ fees) arising out of or in any way connected with your misuse of the Virtual Items Program or your violation of these terms.

Referral Program

Fay’s referral program is subject to these Terms and Conditions.

Eligibility

The Referral Offer is available only to two groups. First, Eligible New Clients are individuals who have never previously created a Fay account, who sign up through a referral link or code, and who complete at least one appointment. Second, Referrers are existing Fay clients with an active account who successfully refer an Eligible New Client.

Offer and Requirements

For eligible clients, Fay will provide rewards in the form of digital gift cards. Referral rewards will only be issued once the referred client has signed up as a new Fay client, booked an appointment, and completed at least one appointment.

Limitations

Referral rewards will be credited only if all eligibility requirements are satisfied. Rewards must be claimed within the timeframe communicated in-app, or they may expire. Rewards are limited to one per Eligible New Client.